Canada - V6B0M3
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The Internet connection plan that the company advertises comes with the laptop (provided that the customer...
I hate Telus with a passion. I would've never switched internet & phone companies if not for my brother...
In June 2007 I made a request to Telus to move my phone to a new residence within the same community. It took...
In late 2007 I ordered an internet promotion from Telus. The web ad showed a picture of a choice between a computer with flat screen monitor or a notebook in return for a three- year contract. I have a computer with a regular monitor and decided to upgrade. I applied for the service. The service that I already had was cable internet month-to-month and was $5.00 cheaper, but the new computer with flat screen justified the extra expense and contract in my mind.
They sent the modem and months went by with no further communication with Telus. I went on holiday until mid-March and returned to an email sent to my Yahoo account, telling me that I had to go to the Telus website to confirm delivery address for the new computer. I tried and failed to access the page using the information sent. I called Telus and received assistance from one of their agents, Greg. While on the phone with Greg, we discovered that I had not been sent a username and temporary password from Telus to access my Telus email account and so had been unable to respond to any of the emails regarding the service sent to me by them. They had been corresponding with me at that email address for several months. He rectified the situation and credited me 3 months as I had been unable to use it the service.
We confirmed delivery of the promotional computer and I received it on April 1st. When I opened the box I discovered that the unit had come with a conventional monitor and on April 2nd sent the following email:
“I'm sorry Rebecca. There must be some mistake. I received the computer but it was supposed to be a flat screen monitor and they shipped a regular monitor.
Please tell me how to get the flat screen.
Thanks a lot.”
By April 8th I had not received a response to my question and sent the following email:
“I have not received an answer to this question that I sent to you on April 2nd. Is it maybe because that someone at Telus doesn't want to deal with it?
Please respond asap and include a copy of the promotional web ad that I responded to (with photos). I don't understand why I would contract to pay $5.00 per month MORE for telus internet (and a three year contract), as opposed to month to month cable internet when the promotional product supplied comes with an obsolete screen that I believe is not even manufactured anymore. That wouldn't be very smart, would it? I was under the impression that I had a choice between a notebook, or a computer with a flat screen.
I'm eagerly waiting to resolve this.”
That was the beginning of 6 weeks of total frustration. First “Ramona” responded the same day with this email:
I apologize for the delay in responding to your April 2nd email, currently we have a high volume of emails and are slightly delayed in responding.
We can no longer send you the link for the offer that was online since it is now expired and has been removed from the website. Below you will find the specifications concerning the PC offer you requested. When the PC was ordered you have the choice of upgrading to flat screen monitor, the cost of the upgraded flat screen was $269.00 and it had to be ordered at the time of redemption.
Lenovo 3000 Desktop Computer
$5/month for 3 years
Model only available with TELUS offer
AMD Sempron 3400+ processor
80 GB SATA hard drive
Windows Vista Home Basic
17" CRT monitor, mouse, keyboard
CD-RW/DVD-ROM combo drive
1 year manufacturer warranty
Network Card (NIC) (not wireless)
Optional upgrades to desktop
512MB RAM (total 1GB) - new $54.95
DVD-RW - $134
19" widescreen LCD monitor - $269.00
Later that day “Suzanne” responded:
I apologize for the confusion with the monitors. The way it was explained to you, is how it is for all of our customers who have ordered that promotion. The only time a client will receive a flat screen monitor, or any other upgrade, is if they make that request at the time they redeem the offer. They also have to pay the required cost associated with the upgrade as well.
Thank-you for your email inquiry.
Here was my response, also sent on April 8th:
Nothing was explained to me at any time. This entire exercise has been totally fraught with frustration. No one ever contacted me and in fact, were sending emails for me to a telus email address that I was not given a username and password for until last week. Check my file.
The online ad showed a computer with a flat screen monitor. That is why I switched from cable to Telus internet.
I feel that Telus has conned me into signing up for a more expensive internet service than the one I was already on, by showing the computer with a flat screen monitor. I would like this situation to be rectified please. I already have a computer with regular monitor and have no need for another.
April 14th I had still received no response so sent the following:
I am still awaiting a response to this email that I sent on April 8. I feel that the customer service needs working on.
April 16th I received this response from “Elaine”:
“Thank you for your e-mail.
I have reviewed previous correspondence regarding this.
I'm sorry, but, the 17" CRT Monitor is what was advertised on our website (as follows):
Includes 17" E773 CRT monitor (not LCD flat screen),
keyboard & optical mouse
1 year warranty with Dell Technical Support
AMD Sempron 3400 + processor
Windows XP Home Edition
Microsoft Works 8 (does not include Microsoft Word)
80GB hard drive
512MB Dual Channel DDR2 SDRAM at 533MHz - 2DIMMs
16X DVD-ROM Drive
Includes NIC (does not include dial-up internal
modem or wireless NIC)
Retail price $529 (subject to change by Dell)
BC & AB customers will need to enter a credit card #
and AB customers will be charged a $22 ECO fee + GST
during offer redemption on the Dell.ca/telusoffer
We do not have any way whatsoever to get you the flat screen monitor.
Firstly, to get the flat screen monitor, customers were required to pay an additional $269 via their credit card at the time of redemption and, secondly, once the computer is ordered, there would be no way to revert back (to Dell or TELUS) in order to request the flat screen after the fact. The promotion is now completely closed and Dell will not honour this request.
I'm sorry that you feel that TESUS' intent was to trick you into switching to TELUS for internet service. Our intent with this promotion (and all of our promotions) was certainly not to trick customers into switching from competitors to TELUS. The computer was a bonus gift for agreeing to a 3 year term on our High Speed Enhanced service.
I do not have access to a picture of the computer promotion ad as it expired long ago. However, if you require, I can check with the Marketing department who may have this information available to print so that I can send it to you via mail.”
My response the same day:
I did not receive a Dell computer. I received a Lenovo computer. And yes, I would like you to check with the Marketing Dept. I would like to see the web ad.
Later the same day I received another stock response from “Jessica”. My response the same day:
It's very hard to believe that a communications company would have so much trouble communicating with someone.
I am not interested in going around and around with different agents sending me the same response.
Here is the latest one that I received:
My name is Jessica and I will be taking care of your request today.
We can no longer send you the link for the offer that was online since it is now expired and has been removed from the website. Below you will find the specifications concerning the PC offer you requested.
When the PC was ordered you have the choice of upgrading to flat screen monitor, the cost of the upgraded flat screen was $269.00 and it had to be ordered at the time of redemption.
Lenovo 3000 Desktop Computer
$5/month for 3 years
Model only available with TELUS offer, etc, etc, etc
If you will read the text below, and my file, you will see that we are far beyond the stock response above.
I am now well beyond any patience that I had with this situation and expect a resolution by Monday, April 21st, or I will be filing a complaint with the CRTC over what I consider are deceptive business
A phone call would probably be in order, or at least dealing with the same agent instead of multiple ones.
Maybe you should just tell me where to return the computer, monitor and modem and we can cancel the contract. This whole exercise has been filled with miscommunication and misrepresentation. I don't want to deal with incompetence anymore.
By April 22nd, I had still received no response from Telus so I sent an email asking where to return the computer and saying that I wanted to cancel the account. Received a response from “Janet” advising that she was forwarding my complaint to the Customer Loyalty and Retention department.
I spoke to 8 different agents via email over 3 weeks. I received a stock response from most and multiple responses from the same email! Not one followed up and one wasn’t even talking about the right make of computer that I received. I requested several times to deal with only one agent and was ignored.
I thought that finally I would be able to speak to the same person more than once and resolve the issue. On April 30th I called the 866 number that I had been given and spoke to “Farzana” in the Customer Loyalty and Retention department. After speaking for quite a while she promised to have someone from promotions call me and told me she would call me back asap to update me. She said it might take a while and asked for my patience.
By May 13th, I had still not heard from her and again called the 866 number. The person answering the phone would not connect me with Farzana, even though she was there. I asked for Farzana’s voicemail to leave her a message and was told that she didn’t have one. She said that Farzana had to receive permission to speak to me directly and would get that permission and call me back later in the day. Guess what? I didn’t get a call.
It’s beyond belief that a communications company would have such difficulty communicating with its customers. I am way, way past the point of attempting to resolve this issue with Telus and now only want an address of where to return the computer and modem and for them to cancel my internet account at no charge to me. Please help me.
Update: It is now June 15th. The computer is still sitting in a box in my living room. The CRTC can't help me with my complaint. I am now waiting for the results of a Better Business Bureau investigation, but we all know Telus doesn't care about that.
I guess I will be keeping the crappy computer and paying the extra $5.00 per month for the duration of the three year contract because I won't be paying to cancel it.
However, for the entire three years I will be telling absolutely everyone that I can speak to about this situation and Telus's response to it and the second the three years is up I will be cancelling not only the internet account, but also my landline and I will deal with ANYONE BUT TELUS.
I bought a lg chocolate from telus (bc tel mobility). returned in in 2 days, was scolded for being an impulse buyer (my daughter and I had looked for 2 years) and was berated and told I didnt know how to operate it. she replaced the battery and sent me on my way.
said phone again died completly with in a month of purchase, and was sent away (for 6 weeks) for repair.
the say phone died again, and I am awaiting return of it. I purchased it and in 20 weeks I have only had it 8 weeks.. the rest its been in repair..
sickening service, from the 2nd day til now..
my advise stay away from lg product and telus service.. sincerly william
I am writing to inform you that I have (re)contacted the CRTC regarding my dissatisfaction with Telus customer service. I had really tried to give Telus a chance to address my issues and have made repeated attempts to dispute service and/or charges. Your "final" bill clearly illustrates how Telus will try to manipulate numbers (like not crediting for lack of modem for a month, or charging for equipment that I returned, etc) in order to squeeze every last dime out of their customers, a sure sign of desperation.
As I have mentioned to you in an earlier correspondence, I not only dispute owing Telus that amount, but I would refuse to pay even if I did. What gives Telus the right to "breach a contract" (I say in quotes because, obviously, there was no contract, only your word which meant nothing although I do have an email) and then expect payment for it? Insane. I have on file all correspondence and the bills to go along with them, so if this amount is worth your bill collectors time in court, and the amount you would collect should they proceed, then do what you have to do. I'm not too proud to make it public. Do you realize that while you are sending collections after me, your reps are phoning to offer Telus services? What's wrong with this picture?
While we're on the subject, I am officially notifying you to place me on the "DO NOT CALL" list. I never want to receive another call from Telus. I told your rep this and I still got another phone call. I will consider further calls harassment.
I have not yet distributed the email address that I set up for Telus complaints (just word of mouth at this point, as I have encountered many people dissatisfied with Telus), because, honestly, do you think I enjoy wasting my time on Telus? Is this really worth your time?
So don't pretend you're concerned with customer service, Telus. You must spend millions on graphics-heavy advertising spewing lies like, "The future is friendly, "and yet you nickle and dime the people you claim to serve. Is this to pay for the advertising? Do you not see the gap in logic there? I'm sure the CRTC will contact me to see if you have tried to come to a satisfactory conclusion (they did the last time) so I guess it's up to you what I tell them. If you wish to contact me, you can reply to this email - no phone calls, not only for the above reason but also because I want a written record. I will keep this correspondence on file for CBV, CTRC, and whoever else is interested.
My contract ended January 25, 2008. But Telus mobility will keep billing you, unless you phone them to tell them that you are ending your service. Even though the contract is over, and when you were contacted by their customer service people trying to sell you in another plan. I told them I would not waste any more money on Telus mobility.
I received a call from Telus offering me a free phone. The reason for the offer was that I wasn't using my minutes. Therefore, they told me I would get a new phone for a family member or friend with no added cost plus wave the activation fee. Just pay the monthly fee that I am paying now. However, after contacting the local outlet I was informed that my monthly fee would go from $30 up to $80 per month. I am locked into a 3 year contract which I cannot be released from without paying $360. I am trying to contact Rob Durham at Telus.
I've been a customer with Telus for over 6 yrs now. Just last November I decided to buy a Blackberry...
I have recordings of Telus committing fraud against me on U tube, enjoy:
We had a Mr. Sam Sanduga come in today, Dec, 18th, to check our telephone service. He said it must be a broken wire and he would return in the afternoon to repair it. When he did not return we called him and he said it was not his job to fix it and told us to call 611! When we asked him why he did not call to tell us he was not returning he would not explain why he did not. When we called Telus they can not fit us in until Thursday. We are presently without any telephone service. What poor service!
After being talked into trying multiple 'plans' with Telus Mobility, none of which reduced the monthly cost compared to a landline, I called in July and cancelled my account.
When I got yet another statement in August, I called twice that month and was told I was supposed to talk with a 'cancellation team' and that telling the customer service agent I reached after waiting in a 'cue' for about 30 minutes was insufficient to cancel my account.
When I paid my July statement in August, however, I was charged a $30 'reconnection fee', which I questioned since I was told the account wasn't cancelled.
I have also received statements in September and August although I haven't used my cell phone since July.
The Telus Mobility representative I dealt with during one to two calls in August literally had me in tears and at that point I literally had to ask him to pull me in contact with the 'cancellation team' in order to cancel my cell phone service.
I haven't used my cell phone since July, but the company will be referring my account to a collection agency and affecting my credit rating.
I have had a land line account with Telus for decades. I've never been treated like this by any other service company.
The customer service agents aren't there for customer service; they're marketers trained to technically keep the customer on the hook for more charges.
I have no option but to contact the CRTC about my experience; and I have no doubt that I am not alone. The class action suit regarding the 'Access fee' I've been charged for the years I had my cell phone account are but the tip of the iceberg.
Telus Mobility in my experience is synonymous with corporate coercion and greed.
I am really upset that Telus Mobility says their computers don't make mistakes and I have again been...
I had a 3 year service contract for private cell phone with Telus Mobility. The contract ended and I started using a cell phone through my office so no longer needed my private line. I called to cancel the private cell was told by customer service to: give the account to my kids so they would be safe, give it to my parents so they could be safe, neighbors, etc.
I was then told it couldn't be canceled because I was in the middle of a monthly billing cycle. They continue to bill me for 2 months until I called then back and told them I was not going to pay for a cell phone I canceled and was not using. They told me they would just send the account to a collection agency if I didn't pay, which they did. They threated me with destroying my credit rating. I'm still getting harassing calls for the $40 almost 2 years later. They can get the money when they pry from my cold dead hands. What a horrible way to treat customers. I will never do business with them again.
I bought a htc pda from telus on june 24 2007. It worked with a few glitches here or there, turning off and on on its own, freezing etc. Then suddenly the phone just would not turn on at all. I went into a telus store only to be asked repeatedly if " i used my phone in the shower...". Apparently, i had exposed my phone to moisture and was s.o.l and would have to pay to replace it! I am telling you with all honesty i have never exposed that phone to moisture. I was in tears begging telus associates to believe that i had not exposed my phone to moisture. I am a 27 year old business owner and i was insulted by the treatment i got. The staff was rude and accusatory. I was being convinced to give my "broken" phone to telus and pay 125$ for a new one! (i just paid full price two months ago for a new one!!! )when i asked if i could receive a diagnostic of the problem or notified if it could be fixed i was told "no". Now, someone help me here: why would i hand off a phone i paid full price for and am sure i did not damage, only to never see it again or told what exactly the issue was? What if they discover a defect? What if i can be refunded for my troubles? It all seems very shady to me. I suspect i was sold a refurbished phone and in turn my phone would probably be resold once they fix whatever the problem is. In the meantime my hard earned money is being spent replacing a phone i didn't break in the first place. I am still seeking some advice i can trust and am phone less. If anyone has any advice on how to get this resolved that'd be great. I will keep you posted!
I have been a TELUS customer for 10 years and have always paid my bills on time. Two years ago TELUS advertised a FREE I-Pod for existing customers who agree to switch over to Highspeed Internet. Of course the monthly cost for highspeed was higher than the dail-up that I was on. I thought: "How nice, after 8 years of being a customer at TELUS I finally get a perk, a reward for me for being a loyal customer and paying my bills on time". I contacted TELUS to sign up for high speed internet, agreed to pay an increased monthly service for high speed internet, and received the "FREE" I-POD.
DO NOT BELIEVE THAT THESE GIFTS COME FOR FREE!!!
Two years later I am moving to a new address. As any healthy consumer would do, I shop around for the best deal on phone, internet and cable service. Now SHAW has a great bundle that TELUS cannot compete with. It includes phone, internet and cable for only $20 more than what I used to pay for phone and internet service alone at TELUS. So I call TELUS to cancel my services.
I spoke to a TELUS representative from the LOYALTY AND RETENTION department. They will charge me $240 for canceling my services. WHY? Because I got a FREE??? (= not so free) I-POD from them two years ago and thereby agreed (without them telling me this at the time) to retain their services for at least 5 years. This is how TELUS retains their customers and creates customer loyalty! What a joke. I offered to send them back my not-so-free I-Pod. But they didn't want it. I guess they don't like my music.
They tell me now (two years later as I am about to cancel their services), that TELUS put me on a "Pay Protection Plan" - whatever that may be - which kept my highspeed internet service cost low (really? - I was still paying more than I was before!) and that therefore I have to pay them $240 unless I remain with them. Now after hearing all this, and after going through that very irritating automated phone service system, why would I want to stay with a government subsidized company who pretends to give you a free gift and charges you for it two years down the line. Thanks but no thanks.
TELUS is now advertising FREE laptops for customers to switch over to highspeed. Remember, nothing comes for free. You PAY dearly for your customer LOYALTY.
I was sacked by telus as a customer, I had a talk Halifax plan was with Telus for over 9 years, tried to get a PDA phone to work in Halifax, had great email and internet,but terrible audio or voice quality tried many many phones even BB phones but voice quality was nasty. So this afternoon one of the senior management people called on my phone and told me i was not allowed in any of their corp stores in Nova Scotia She screamed at me for over 1/2 hour, i asked her what had happened, still dont know, i didnt threaten any employee nor throw my phone or kick nor put my fist threw any walls, but i am now not allowed in any corp stores in Nova Scotia. Also she cancelled my plan which one cant get any more, i took my business to another carrier. My bill was always paid never left owing any money, this is the way Telus treats its customers like top bananas, their service SUCKS
I recently received a large bill from Telus Mobility after transferring my numbers to Rogers, due to poor...
I have been a Telus Mobility (Calgary, Alberta) client for approximately 5 years prior to entering into a...
So I was using shaw cable internet and had no problems at all with it. I never had to call because my internet was not working, it always worked! So I went into future shop to buy a laptop and found out that if I signed up for telus high speed enhanced internet I would receive $400 off my laptop. I have had telus in the passed and had many problems but this was many many years ago so I figured that by now it had to of been better. So I signed up with telus last october. Since then I have had nothing but problems! My internet stops working all the time for no reason and my internet is very important to me because I do my schooling for courses online! If I don't have the internet for a few days it can screw me over with my classes. So then for the 3rd time my internet stopped working at the end of december so for the 3rd time I had to call telus tech support to find out why my internet was not working. I was then informed that my account was cancelled for non payment. I got very angry because I had not received a bill. I also did not realize that I hadn't received a bill yet and so I contacted customer care to find out why I wasn't getting any bills and to pay my bill immediately. So then I was told that my account was set up on automatic payments to come off of my visa every month and that was why I was not getting bills. This upset me very much because I never authorized them to take the payments for my bill off of my visa!!! The only reason they had my visa number was because I had to pay a small deposit for service because i'm just starting to establish my credit. When I had paid the deposit the representative asked me if I wanted to set up the monthly payments to come off my visa and I had said no!!! Somehow the cust service rep set it up on my account. I was then told that to reconnect my service I would have to pay a $20 reconnection charge. I got really mad and stated I was not going to pay this because it was not my fault the account was cancelled for non payment. The rep stated she would credit it to my account. The rep then stated they would send me out a bill because the balance owing was only $49. I offered to pay that right now to get it taken care of and the rep said that a bill would be sent out and it would be due then. I then asked for my account # so I could go online and get it taken care of right away. The rep would not give me this and said it would be on my bill. Then I was informed that to get my internet working she had to email another dept so they could unlock my modem. I was then told this would take up to 3 or 4 business days. And since this was thursday and the monday was new year's day that if my modem was not unlocked that day or the friday I would not have service until either the tuesday or wednesday. I was very angry but she said there was nothing she could do but she stated that the modems usually get unlocked within the first day. Of course for me I had no internet until the tuesday and it was a pain in the ### to get it working again!!!
Also if you are thinking about getting telus high speed enhanced dont do it!! My shaw cable internet was way way faster, more reliable and cheaper than telus!!! Telus enhanced internet is not enhanced!! It sucks!!! I have never had more problems with my internet than I have with telus!!
Telus cust service is horrible!! I work for a cell phone company and could not believe how I was treated with telus. First of all the technical support dept can't even speak english!! I am sorry but when I need help with my internet I would really appreciate it if I could understand what the rep is asking me to do!!! Also one time when I contacted telus tech support the rep was very unprofessional and treated me like I was stupid!! He was talking down to me and then after we got my internet working he then asked me "was there anything else I can do for you??? Would you like me to sing you a song???" I was soooooo shocked that he just said that to me. I didn't even know what to say. I have now learned to get the names and rep id's from every rep I talk to so then if I have a problem then at least I can try and do something about it!!! I could never imagine talking to a customer that way. I deal with customers every day on the phone for a cell phone company adn could never imagine doing or saying that. I always treat people as I would like to be treated when I call in to companies!! Telus is a disgrace!!!