| rev:text
| - I do tax - you do phones. Turns out I do phones and Telus does nothing is more like reality. My husband and I decided it was time for a change and we have always liked our service from Telus regarding optik tv and internet. We had heard bad stories from friends but never thought much of it as our personal experience was fine... then we decided to bring you our mobility business. Well shame on us for trying to pay you more money! I have spent a total of 10 hours on the phone today and about 9 of it on hold where I have received no answers, no apologies but many many excuses. We ordered our phones online through EPP as we learned we would get a deal on my husbands line since he works for a company that had negotiated one, where I still pay full price for my phone and iPad. The phones showed up with SIM cards in the box and a 1 page instruction sheet.
1. We notice the free SIM card for the iPad byod plan is not in the box and not on the packing slip, no note of partial order etc.
2. After Searching for an hour, I find first the I instructions are incorrect as we don't have an email with an account number or pin as they have indicated and this oh so important verification code doesn't actually do anything so we can't activate the phones (not to mention we can't without the iPad anyway as it would be stranded at Rogers)
3. The number on the instruction sheet to call for hardware keeps ringing and ringing with no pick up. Next morning it keeps saying it is closed when it is clearly writhing the stated business hours. When I finally do get through I wait on hold for an hour to have the system say "we can't take your call due to difficulties" and it proceeds to hang up on me.
4. Then I call customer care and tell them that I got these phones and need to get an account number. They proceed to tell me they can't help me without an account number. Super helpful. I ask for a manager, oh we can't escalate without an account number. I get my husband on the phone and they are all of a sudden magically able to ask us verify info - if they needed to speak to him they should have just said so and saved everyone a lot of time. Then they were super useless and fixed no problems.
5. I called back and for some reason it transferred me to the personal line, girl was nice and empathetic - transferred me to the corporate people and a girl named Camilla was trying to call the same non-working phone number to figure out the iPad SIM card and put a note about not charging separate shipping for it. Said she would call me back - never did as I assume she got the same non-service as I did.
6. Finally able to register the account online, first thing I notice is they have put the incorrect plan on one of the phone numbers, my first thought is i must have done it wrong when ordering so I double check the confirmation email. Nope definitely the people whose job is phones screwed it up again (the evidence against competency is mounting). So I wait on hold another 45 min and get them to fix that.
7. I go online, still not fixed. Still. After 45 min on hold and confirmation it was done. So I am chatting with the guy on chat who finally fixes it and gives me yet again a different set of numbers to call that are the "right numbers". The first one is a very nice woman in Vancouver who does not even remotely work in this department but really wants to help. The second is some guy in South America who does corporate billing but oh so nicely gave me the NEW PHONE NUMBER for the department I have been trying to reach all day who screwed up my order in the first place. Are you kidding me - they changed their number and didn't update their own instructions??? That deserves a WTF.
8. So I wait on hold with them for another hour and 20 minutes, girl answers and tells me processing time is longer than this and so they haven't processed my order. So I am sorry but you didn't "forget" the third SIM card in the box - it takes a whole other person an extra day? She tells me it's a different department which is interesting cause I got the other two SIM cards?? Like admit someone missed it and let's move on but no we must make ridiculous excuses instead.
9. All the while I am facebooking with Telus, whose suggestion is i Call?? I think I have called enough Telus numbers today, if you want to keep ANY of my business, you can call me.
10. Get some new hold music. The same 6 songs over and over is what causes people to stick forks in their ears.
Telus = epic fail
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