Complaint Rating:

Company information:
Telus Mobility
Ontario
Canada

I bought the HTC touch Diamond smartphone in August 2008 for around $170. Since then I have had to replace the hardware 3 times - Issue - the phone was not getting charge., I also replaced the headset around 3 times and visited their retailer several times. Again from April 8th I have the same problem; I was unable to charge the phone. I went to their dealer in Mississauga, Heartland location to fix the problem. To my surprise the dealer (named JD) was very rude (And perhaps shouldn't be handling frustrated customers at first place) told me that the battery had been exposed to liquid since the paper at the bottom was red- and that my phone warranty was void. He also added that I have to pay $80 to replace the battery. He started arguing that it was totally my fault and there was nothing he could do. I was totally surprised -
1. My phone was never exposed to water or liquid, so I had no clue why the battery paper had changed color.
2. The phone had been having problems since August, and had been treated for the same charging problem several times. So, why did I receive a new model, rather than a new battery for all of those times?

Also, their Retail store customer service was very poor. We ordered a headset by visiting the store personally - after a month's period we followed up and asked if the shipment had arrived, the guy told us it was still backdated, and that we should check after a few weeks. We again called up, and it was informed to us that the order for our headset was never places and that the dealer we were talking to was going to place it now. So after waiting for another month I received a replaced headset and then that one also shortly stopped working.

My visit to their store today was a nightmare; with very poor customer service quality. "This store never carries replacement parts" they said- JD told us to go to the Yorkdale Mall store to get the battery replacement. With his share of attitude. I called their customer service rep and she transferred me to the loyalty department. The representative there offered me three options:
A) a new HTC Touch Dual for free, which I was not very exited about, since the Dual is a phone that is nowhere near as good as the one that I had before (an HTC touch diamond).
B) $200 of credit on the Samsung OMNIA, which still required me to pay $200 (since the OMNIA was $400 total) to get a new phone since the one that they originally dealt me was defective
C) $40 of credit for a new battery for my touch diamond after I pay the full price of $80. again, this would require me spending money to fix a defective phone that was still in warranty and should technically be fixed for me, free of charge.

This is also not the first time I have used cell phones, so I doubt it is a matter of not being familiar with how to use them properly. I have other 2 cell phones and they never give me problems.

I asked the person to order my new battery and for an order receipt. He was not ready to give it even though I mentioned that some of my orders had not been properly sent (refer to #3) and that I would like to be sure that this order actually got through. He wanted me to call them to find out if the part has arrived or not; which I refused to do with their poor customer service and history of not following up or placing orders properly in the first place.

For the last 8 months I have been a very disappointed customer of Telus and have received no help due to incompetence from dealers who could probably use a little more training on company policy and how to deal with frustrated customers. Its an enormous waste of time and effort to follow up on orders and deal with the hassles of getting quality service out of untrained professionals.

So, with nowhere else to turn, I need your assistance. Since I have a 3 year contract with Telus and *really* do not want to be putting up with an endless wave of problems leeching off of my time and money for the remainder of this contract.