Ok, everyone knows what a shitty service Telus provides however they have stooped to unbelievable new lows in customer service.... here's the condensed version of my story:
I received a call from my wife's business supplier in the US indicating that customers calling our international 800 number were now getting a "the number you have dialled is not in service" recording (this after we had just dumped $5,000 into an advertising campaign using that number)... I decided to immediately find out what the problem was and called Telus customer service (a COMPLETE OXYMORON) to find out what they had fucked up *this time*. After I got through to customer service peon #1 (I chose to go through the operator but of course, they have NO FRIGGIN' IDEA of who to contact within their own company so I was consequently hung up on twice), he indicated that it was not a billing issue and that he would forward this to "repair" to get it fixed up, I let him know that this was our business number and to please expedite the trouble ticket as our ads were already out and people were trying to call... he said he'd put it on priority and that someone would call when it was fixed.... ok.
About 3 hours later, I called to follow up on the trouble ticket and was told that no one had looked at it yet, again, I asked that it be expedited, I was told "yes, someone will look at it asap".... apparently "asap" means something different in Telus lingo as no one called back.....
Another hour later, I again called to find out the status of my repair, and I was then informed that "repair" had looked at it and that it was billing issue and they couldn't fix it, I was to call the credit department. After calling the service rep a fucking moron, I was hung up on, imagine that. I immediately called "credit services" and was put through the maze of voicemail hell in addition to the incompetent operators who cannot put through a call to another department and finally got through to the queen bitch of credit services who then told me that the account had been disconnected because of an outstanding amount owing... WHAT?!
me: "I just spent all day waiting for you to fix my number and NOW you tell me we owe money?"
queen bitch: "Well sir, you owe us money and did not reply to our letters"
me: "what letters?"
queen bitch: "the letters we sent indicating that you had an outstanding amount"
me: "what address did you send the letters to?"
queen bitch: "
Ok, I need to fill in the history here - a year ago, we bought our first house and had all of our accounts with the giant telco money sucker changed to our new address, this included:
1) - personal cell phone
2) - business cell phone
3) - home landline
4) - ADSL account
5) - business 800 number
6) - business fax line
For a year Telus has been faithfully sucking money out of our personal accounts but for some reason (not sure why) the auto-payments for the business acounts did not go through (I have verified that there was money in the account, it was not that there was none there).... and yes, before you ask, we had mail forwarding on for about 6 months after we moved, so we got all our mail.
me: "uh, you have the old address on file, we had that changed a year ago, ALL of our accounts were supposed to be changed, we did it all through one Telus rep"
queen bitch: "well, we sent out the letters"
me: "well, is it any suprise that we didn't GET the letters if you SENT THEM TO THE WRONG ADDRESS?"
me:"now tell me, you are a PHONE COMPANY, right?"
qb: "yes, of course"
me: "so, did it EVER OCCUR to you to PICK UP THE PHONE AND CALL instead of sending mail that was not being responded to?"
qb: "legally, we don't have to"
I fucking lost in on her at this point.......
me: "legally? how about common sense, does that EVER enter the picture here?"
qb: "well, that is not our policy"
me: "riiiight, a PHONE company that doesn't use the PHONE, does THAT not sound a bit odd?"
qb: "well....... "
me: "ok, just have someone re-connect us and change our billing address"
once again, I went through the story of why our phone is sooo important to our business, then she hit me with the big one....
qb: "in order to restore the service, we need to get paid first"
me: "ok, how much is owing?"
qb: "$650"
me: "WHAT?! you fucking thieves"
qb: "we will need payment"
ok, they have us bent over the table with our pants down now.....
me: "ok, here is the credit card number"
me:" ok, how long before this is working again?"
qb: "oh, that will be a few days, no one can do it today"
About this time my eyes are rolling in my head, the blood vessels in my head are almost popping and I am completely and utterly disgusted in the way I have been treated...... then, Telus moves in for the ass-fucking.
qb: "oh, and you will have to pay the outstanding amount on the termination number"
me: "WHAT??!!!"
qb: "yes, that will be another $50"
me: "you really are fucking thieves"
Interestingly, after they immediately sucked money out of my credit card, and some more verbal jousting, I was told that it would take a few days to get our number back up and running and that someone would be calling me back to discuss the reversal of my interest charges on the outstanding amount as it was them who made the mistake, not us...... I am still waiting for the "supervisor" Jim (who, I am certain is some $4 flunkie that was just recruited from 7-11), to call me to discuss it, it has been a week and still nothing, they don't care, they have my money and that is all it's about with them... fucking greedy incompetent pricks.
This is not the first time I have had to deal with the inept boneheads at Telus, I have had to endure the pathetic lack of service for many years now and my only solice is that Bell Canada will soon be here and I will have a choice.... the very minute I can port my number to Bell, I will be there in a heartbeat (not that Telus will care)......
an update: after waiting for two days for the number to become active again.. it works. I just got a call from Telus Repair, they left me a voicemail telling me that the repair cannot be done because the trouble is a billing issue and I should call "credit services" - hahahahahahahaha - if it weren't me, it would be funny...
update number 2 - after revamping our sales flyer to send out to a few thousand customers, I thought I should test the fax line.... guess what? It is "not in service" - fuck, here we go again... someone get me a great big 2X4 to bash someone over the head with.