One bad experience to ruin them all
I want to start with the fact that I've always been a big supporter of Telus and their customer service as they have always been very good to me in the past. I use to work in cellular retail so I use to get a discount of 50% the regular plans (there was a deal on plans going on at the time too so I...
I want to start with the fact that I've always been a big supporter of Telus and their customer service as they have always been very good to me in the past. I use to work in cellular retail so I use to get a discount of 50% the regular plans (there was a deal on plans going on at the time too so I picked one of the deals). When I stopped working retail, the discount fell off which is completely understandable. I continued to remain with Telus because I enjoyed their customer service. After all, there are better and cheaper plans on the market.
I had recently called in, my contract had ended in July and I was on month-to-month waiting for the new phones to come out. When I called in to inquire about my upgrade options. I just want to point out the person helping me, Ginger, was TERRIBLE. She was absolutely rude, stand-offish, and unhelpful. Not to mention, she demanded that I change my plan otherwise it would have to be cancelled because I wasn't an employee of cellular retail anymore and that I had to decide right then and there to pick a new phone and a new plan or have my service disconnected. WHO DOES THAT? I told her that my cellular retail discount was 50% off the plan itself, and that fell off a while ago. The plan itself wasn't a retail plan and I was entitled to remain on it for however long I liked as it was a grandfathered. If it meant that I would have to buy a phone outright then that was fine, I wanted to keep the plan as it was still better than what was currently on the market. She then told me that I was on a "walmart retail plan". Firstly, I've never worked for Walmart, so that doesn't even begin to make sense. Secondly, the 50% discount doesn't stack with retail plans so again I couldn't be on a retail plan, thus making no sense. Third, to even be on a Walmart retail plan I'd need to have an access code to get that plan... which I never got because I never worked for Walmart, which again, makes no sense.
I told her I wanted to talk to her supervisor. She says that her supervisor isn't around. I found this a little ridiculous. Of course a supervisor is around, who else is going to monitor you guys and make sure you are on point? I don't know how this girl ever got into Customer Service nevermind the loyalty department. Absolutely horrid service.
My issue was then rectified when I told her to transfer me over to someone else, who I informed them she gave me terrible service. He was profusely apologetic which was a nice shift from the rude attitude I had just previously received. He informed me in a polite manner that I may continue on my plan I am currently with but they could not subsidize me the new phone. See, that's an acceptable, albeit slightly disappointing response. Not some dumb threats about how I needed to sign a new exorbitantly expensive ridiculous plan with a new expensive phone otherwise you were threatening to cancel my service. SERIOUSLY, who does that? Is that how you threaten customers to stay with your service? Absolutely horrid!
Now I feel absolutely embarrassed at how I've always preached how awesome Telus customer service is to my ex-customers and my friends and family. My otherwise 10/10 rating with them has fallen to a 1 with Ginger. I gave them a 4 because they have been helpful and good in the past, but holy cow, train your reps better in customer service!
Needless to say this whole scenario has left a bitter taste in my mouth with Telus. Will probably have to start moving away from the big 3 and dabble in the smaller time mobility companies. Maybe they respect their customers who dish out their hard earned money more. Less