Complaint / review / scam report
Poor customer service

Incompetance is an understatement when describing Telus - Edmonton. We called Telus 6 weeks ago to arrange installation of phone at our new house. I explained it's a new build in a new subdivision. They said, no problem, they'll pull the line, run it to the house before our move in and then install jacks on move-in day. No such luck. It's 8 days after move in, still no line pulled and no phone. When the installer called us after 5:00 (for our noon-2:00 appointment window), he told us he fixed our problem and to "try our phone". I explained again that we were a new build and didn't even have jacks. His reply was "oh shit - that's not what my work order says". I told him his work order is wrong and that we need jack installed. His response was "fine are you available now', I replied "we've been available since noon". Then he said "I don't need this attitude, I'm not coming" then he HUNG UP on me. My husband called back and the installer's attitude changed and he came to the house. He said that the line wasn't pulled and "that's not my job" so he left - without doing his job either. We have spend over 8 hours on-hold for the useless customer service staff, talked with a manager who has been very nice but she hasn't accommplished anything either because still nothing is done. One of the "customer service" agents actually said, Mrs.xx dont' worry I will credit you for the week that you didn't have a phone. How gracious of her to credit us for the service we will be billed for, but didn't receive. Twice we were put on hold for over an hour (I'm certain in hopes that we would hang up). Once we hung up, and the other time the agent came back on the line (was surprised we were still there), and offered to transfer us to the Loyalty department - they she dropped our call on the transfer. Each call starts with "I'm sorry Mrs. xx" followed somewhere in the conversation with "that's not what should have happened" and ends with "we'll get this done for you as quick as possible" and "she's working on it". REALLY THE WORST CUSTOMER SERVICE EVER!!!
Author: Contact with Author

Offender: Telus

Country: Canada   Province: Alberta   City: Edmonton

Category: Telecommunications


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