I am writing about Telus Customer Service. My boyfriends Blackberry broke, so he wanted to see what could be done, such as having his phone sent away to be fixed or replacing the phone. What a nightmare this was!

The FIRST time he went in to a Telus store (he likes face to face service), he was told he needed to contact customer support to see how they would help him. While he was at the store he called customer service and spoke with an attendant who advised their system was down and she was unable to assist him.

He attended the store a SECOND time and spoke with the customer service who stated they would give him a replacement Blackberry, however he would have to pay $100.00, even though his warranty was only up by one month. He agreed to this, and they told him they would contact MY phone when his phone was ready for pick up. A week went by and I had received no call from Telus, so he decided to check his blackberry VM to find a message saying that if he was not in to the store by Monday they would send his phone back (this left him one day to attend the store).

He then attended the store for a THIRD time and was told that he needed to bring in his old phone, before they would give him a new phone (although he was paying for both phones and they should be his to keep), however, he agreed to come back in.

He then attended the Telus store for a FOURTH time and was informed that their system was down, YET AGAIN, and he would have to reattend the store as they could not do anything when the system was down.

I attended the store with him the FIFTH time and a we spoke with a great sales representative who informed us there was a new Blackberry Pro out and he should look in to upgrading the phone instead. We then compared my account to his account to find that I was recommended for this upgrade and he was not even though he had his account a year longer than me. The sales rep said this was probably based on the fact that I spend more money per month.

We then contacted customer service and were informed that they would no upgrade his phone, they confirmed that I spend more, not only that but they told my boyfriend how much I spend in a month. After a long conversation we tried another customer service rep. This time I spoke with the rep and when asked why my information was given out she said I would have to talk to the rep who gave out my information. When I told her I believed my boyfriend was entitled to a new phone she said he didn’t spend enough and when I said we may both cancel our services if this was the case, she said go ahead. When I told her that between the two of us we spend approx. $7300.00 per year on our plans and did she not care about customer service or losing us as customers, her response was that she did not wish to talk with me any further. I asked to speak with a manager and at first she was hesitant, but later said that there was no manager on hand and I would have to wait 24 to 48 hours.
I think that Telus Mobility STINKS and if it was not so close to Christmas we would have both cancelled our service that day. In the end the sales representative gave me the upgraded Blackberry, which I in turn gave to my boyfriend and we both downgraded our packages.

This complaint my have some spelling and grammar errors, but apparently Telus staff have time on their hands to go through these complaints to point them out. See Chris Bayliss’s article, perhaps they should spend MORE TIME on correcting their customer service issues instead.

I won’t hid this - I am very PROUD about this accomplishment. Even the corporations are now acknowledging the need for their public appearance on the internet such as on my blog, and that is a great thing.

Then you went on to include a short bit about Bell Mobility. “Oh God no, they would never do something like that here.”. (wink)

Jeff, I predict your blog status will hit A-list in a short time. You know what you’re talking about and your efforts are commendable. Seriously, way to go!

What you did here really sheds light on bloggers abilities to control public opinion. If big businesses are taking note then this really adds a whole new strength a good blogger has. Do you agree?