Complaint Review: TELUS

This email is to inform you of the difficulties I have been experiencing with Telus. We just bought our first home. We scheduled to have all our TELUS services moved over to our new residence. We originally scheduled the move to happen on December 11th.

My wife called into TELUS to see if a later appointment the same day is available, because we were unsure of what time we would have the keys to the home on Closing. There were no later appointments available, so she rescheduled for December 18th.

On December 11th our phone service was disconnected. When we called, we were informed the agent made the new appointment but didn't manually remove the disconnection order. We were told dial tone would be restored within 24-48 hrs. After several calls, our service was restored on Sunday Afternoon- 3 days later.

My wife, who is a RN, took a full day off work to accommodate the appointment for December 18th. TELUS was scheduled to arrive between 10am and Noon.

Nobody showed up. We called, and filed a missed appointment ticket. Ticket was sent to the escalation team. We were advised someone would contact us within 24-48 hrs.

We made several calls to find out an update and received the following variations to what we were told;

-Someone would call 24-48 hrs from time of original ticket

-They only call 24-48 Business hours mon-friday

- If the ticket was issues Friday, odds are it wont be until Monday or Tuesday

- Managers do work on the weekend, this type of escalation is taken more seriously than others

All in all, it is now Tuesday morning, and I have not received ONE call from anybody.

I called SHAW on Tuesday December 15th, and they arrived on December 18th to hook up our HDTV service- and because they couldn't locate the cable, they asked us to find it and call the installer back, and he would come back and finish the install. That shows customer service.

I have the number to the escalation management team, and have left 3 msg's for "Sam" and have not heard anything.

I am not looking for any kind of compensation. This is to merely inform you of the inadequate service for something that was TELUS's fault to begin with. The lack of response is extremely disappointing. In my line of work, I would have been reprimanded or fired. This is also not an effective use of my time to have to deal with this.

While buying your first home is supposed to be a rewarding and joyous time, this has made it all but pleasant. In addition to Christmas morning in 3 days, I hope that while you are able to call family and friends, you know how fortunate you are to have that ability during what is normally supposed to be a joyous holiday.

As the song goes, all I want for christmas is dial tone.