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I've been a customer with Telus for over 6 yrs now. Just last November I decided to buy a Blackberry because it is essential for the industry I work in. Approx three days ago I discovered my charger wasn't working. I took the phone in to a Telus Service Center at Portage Place in Winnipeg. I was told the charger portal on the phone was damaged, they'd have to send the phone in for repairs. I was then called, approx an hour later and told that they in fact DID NOT send the phones to be repaired, but because there was "physical damage" on the phone, they'd take my phone and give me a REFURBISHED phone in return at the cost of $125!
When I asked the manager of the store who's policy this was, he told me RIM. When I called RIM, they told me it was in fact a TELUS policy. When I called the manager back to confront him for LYING to me, I found out that not only did I have to PAY $125 for a REFURBISHED phone, when my Blackberry was only a few months old, but when I got my "new phone", my warranty went from 1 year to 90 days! What a money grab! I will NEVER sign a contract with Telus again, I'm not even able to get my PDA repaired... What a scam.
The Future Is Friendly? NOT WITH TELUS!
OMG the same thing happened to me with that store! i will never give them my business EVER again! i bought a blackberry pearl, as i needed it for work. the back was lose when they sold it to me so i asked them to replace the phone (the next day). some manager who was dressed like a clown (he had a bow tie and all) came out and told me that he has sold many phones like that and after arguing with him about how they sold me a "defective" product and how HE probably wouldnt accept buying a product like that himself he gave me the run around and he said that there was nothing they could do and that telus has sold many phones like that blah blah blah! so i called telus and they were very nice and tried to help, but unfortunently it was up to that telus store to take the product back! i was sooo irritated! LMAO my dad had to "fix" my phone by folding a post it note and putting it over the battery so the back would not be lose and be moving around! how ghetto! i have been a telus customer since 2004 and when my contract is up i am taking my business elsewhere!this just proves that the store manager was NOT behind the product that they sold me and could not care less! and basically it just shows that they are just out to make money!cant wait till 2010 so i can go somewhere else with my business! i was warned about telus and i shouldve listened. i know that a similar situation (lose, but not a broken back cover) happened to my friend's blackberry (who only had the phone for 5 months) and mts fixed the problem!no fee and no hassle!
That guy is just one of those ###ing whiners that the poor sales reps have to put up with. I feel so bad for the employees when they have a huge line up and that one ### who thinks he deserves to have it all now, and for free and treats the employees like ### when they have no control over the situation. It is not a RIM policy and it is not a independent dealership policy, it is a Telusmobility Service Center policy. "Sabrina" gave you a perfect and professional and CORRECT spin of what is "really going on" and what's really behind the "scam". I, on the other hand don't have the patience for those of your generation who think they are the most important thing in the world. If I were running a Telus store, I would have my employees refuse to service people like you who make derogatory comments and/or stomp their feet and scream like a child in a tantrum. YOU ###.
I have been a customer with Telus since 1997, and have always been pleased. Last February (2007) I bought a Nokia phone and signed a three year contract. Unfortunately it was a lemon. It completely broke down three times, twice after repairs. Yesterday I called Customer Service from the Telus store where I had gone. A young woman named Stacey from Toronto was extremely rude and unpleasant. She told me that when I signed a contract with Telus, that did not mean that the phone would be working.I have to say that I was very angry from the begining of the conversation, and that because I have to go every couple of months to fix my phone. She was derogatory and tried to teach me a lesson in life. I told her I was 69 years old and nobody should talk to me like this, she answered that she was 26 and that I did not respect her. She offered me a phone that I did not like, or the promotions that every new customer who signs a contract could have. I finally bought a phone I did not like and signed a contract for three years, although I feel that Telus' attitude has changed and that they do not bend although the phone was "dead" and that is really their problem. I grew up where it weas known that "the customer is always right", I don't think that this is Telus' motto. I deal with another Company for another phone I have and I really see the difference. They speak with me with a lot of respect and always try to satisfy our demands. Please answer my complaint as soon as possible. I ended up paying over $80 and signing a new contract, when I am not really satisfied.
Thank you
As a Telus client, when you have a warranty for your phone you are referred to the product care centres to see if repair is feasible. If your phone is broken due to physical damage, your warranty is voided. Therefore, Telus offers a "swap program" to assist PDA/Blackberry clients. If you are within warranty, you can swap the unit for free. However, if you are out of warranty or if the unit is damaged because you have caused physical damage, you are to pay $125.00 to get a replacement unit.
Although it is frustrating to have to take your phone in to be serviced, no other service provider offers the same or similar repair option. I know this because I have been with every service provider. Telus offers the best customer service comparatively to all the other service providers.
I would recommend calling their customer relations department to discuss how you feel that you were misled and see if they can't compensate you for the money you paid. Telus is a service provider, they don't make the phones. It's the same deal with any electronics you buy, even a cell phone.
With TELUS, the future is more than friendly!