Complaint Rating:

Company information:
Telus
Ontario
Canada
telus.ca

On November 21, 2006 I purchased a $399.99 phone from Telus. Because I signed a 2 year contract, I was given a $150.00 credit. So I actually paid $250.00 for this phone.
In September of last year, this phone, an LG Chocolate became defective and was taken in to a Telus Booth for repair at Fairview Mall.
A few weeks later, my son, who was using the phone moved to Hamilton. I contacted Telus customer support and had the number changed to a Hamilton number. I informed the rep. that we did have a phone in being serviced and asked if they would be able to contact my son once the phone was back. I was told that yes, they would be able to find the new number from the old number.
A couple weeks ago, my son went back to the Telus booth to inquire about his phone and he was told that the phone came back and was sent back and there was no way he could have his phone back. I went to the booth last week to inquire as well and I was told that the phone was now recycled. I contacted Telus customer service and was told that they would take care of it.
After several calls to Telus, I was told that I couldn't get a direct replacement (LG Chocolate) they want to give me a $100.00 dollar phone. I refused because I had a $399.00 phone. I informed them that I wanted a comparable phone and the $100.00 phone was not comparable. I was told that I had an old phone and they couldn't justify giving me a new phone without me paying a fee for it. They asked what phone I was looking at getting and I informed them that I wanted an LG Shine which is a $399.00 phone. They told me that I could get that phone but it would cost me $100.00. I asked them to find my phone and give me back my phone and not a different one. I was told that this was not possible. In short, I don't believe that they are being reasonable as they were the ones that made the error. And because of this error, I am left without a phone and can't cancel my contract without paying the fees associated with the cancellation.