More Telus Customer Service Problems


Hi:
 
My name is Victor De Wirth and I live in Kelowna.

While my experience with the predecessor B.C.Tel. was very good, I encountered
increasingly lack of attention or service. My short story is as follows:
 
We moved to a smaller strata unit from our larger home this summer.(June 2007)
I requested to switch from Shaw to Telus. Shortly after my request I received
the MODEM without any instructions or guidelines.Immediately thereafter my Telus
billing was increased with "High Speed Internet" charges. With the help of an
experienced help we attempted to connect to TELUS, but all efforts were to no
avail.

In our effort to get the high speed connection, my friend and I were on the line
with Telus for over two hours. All advice was followed, but no success. Needless
to say that the first technician put us on hold for a time of some 40 minutes,
after which the line was disconnected. After calling back, we found the person
helping us went for his lunch break and another person made us wait once again
in excess of 34 minutes. When he finally gave up, we were told that they (Telus)
will have to send out a technician. (This technician came on Sunday, appeared
extremely efficient and knowledgeable). Only after solving the problem was I
able to establish the DSL connection with Telus.  However the previous two
months of charges for that non existing connection has not been credited back
to us, although a clerk I managed to talk to promised to do so.
 
I am a retired CGA and was used to dealing with reliable, honest and efficient
corporations. The recent experiences with large businesses hiding behind P.O.
Boxes and sophisticated answering services (to evade direct contact with the
responsible management) is alarming !!
 
I hope you will be able to use my story.
 
Thank you.
 
Victor

- January 2, 2008