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  • For a "communications" company, you would expect Telus would provide superior customer service when you phone them. Such is not the case. In fact, in 50 years, I have never dealt with a company with such terrible customer service. Today was the last straw: I simply wanted to have a vacation suspension put onto my phone and internet accounts. Since there was no provision to do this online, I phoned Telus. I waited for 30 minutes for a live person to talk to me. Then I was told that when I pressed "2" for "Agent", I was connected to Technical Support instead of Customer Service. The Tech Support agent transferred my call to Customer Service but this department had a wait time of over 60 minutes. Then I had to spend another 15 minutes while the vacation suspension was completed. Finally, to add insult to injury, I received a confirmation email from Telus which showed the wrong start date for the vacation suspension. I then contacted their chat line via the internet and wasted another 30 minutes to get the problem rectified. In contrast, I had to also do a vacation suspension on my Bell TV. I phoned Bell last night (Telus does not even offer evening customer service.) and a rep answered within 1 minute. It then took 5 more minutes to complete the transaction. The final score: Telus wasted over 2 hours of my time; Bell took 6 minutes to meet the same request. Telus Communications' senior managers should be embarrassed to provide this abysmal level of customer service. They use the excuse that "we are serving a large number of customers", as if it were their clients' fault for all calling at once. Interestingly, I've tried at 3 different times over the past 2 days to get through to a live Telus agent and there is ALWAYS a 30 minute minimum wait time. In reality, these senior managers have not hired sufficient customer service reps to meet the customer demand. Thank goodness that the government is encouraging other telecoms to enter the market. I'll be looking seriously at them.
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