Complaint Rating:

Company information:
Calgary, Alberta
Canada

I have been a long time loyal customer of Telus (land line, mobility, internet, and business).
After a recent move my daughter and I went from little or no cell phone coverage in our home to none at all. Other members of my family and friends receive service in my home through other carriers. As a cell phone is an integral part of my business, I contacted Telus to find out what the problem might be. Their solutions were to buy a power booster, (but there was no guarantee it was going to work), call forward my cellular to a land line (no guarantee that would work), and have my daughter communicate with her friends on our computer rather than texting on her cell. (Isn't a phone for making calls and texting??)

When I rejected these solutions and suggested I would like to terminate my contract I was informed there was nothing they could do for me and it would cost me $800 to terminate.

I talked to three different customer service representatives and a supervisor and they were unwilling to compromise in any way. When I expressed my disappointment and asked if they would like to lose all my other business, they didn't seem to care. One customer service representative in particular was very rude.

I am an ex-Telecom executive who is extremely disappointed in the treatment of loyal customers and what Telus customer service has evolved to. They are not incented to retain clients but to bring back customers to the fold after they have left. Unfortunately, the level of customer service is so bad customers do not soon forget how they are treated.

I will be moving my mobility account to Rogers as soon as possible and will also be moving all other business and personal services to another carrier. My wife has been a client of Rogers for several years and has been extremely pleased.

I could never recommend Telus to any of my colleagues or friends.