My phone(v3c) started having issues buttons dying on it etc. So I went it to where I bought it, a local future shop store. They kindly gave me an express exchange number to call and they would take care of me. They said the first year is covered by telus express exchange. Fair enough I give these guys a call. I mention to them I have traded backs with my cousin so that I have a pink one on my charcoal phone as I dont want to pay the $100 damage fee so I thought I would check. He checks with a manager and it appears that they would charge me $150 if it didnt have the correct battery cover on it when they receive it. I think GREAT its a battery cover not like it affects the phone. Besides your going to throw it out anyway. So I track down a extra battery cover a friend had, as my cousin lives in Ontario. I phone them back they get a phone headed out in the mail. This was on a Thursday, I picked the phone up the following Wednesday as I missed delivery. When I call in to activate the phone they warn me they will charge me to activate the phone. I explain that its warranty and that shouldnt apply after a moment of looking at my account they agree. At this point I am a happy camper. Then the real issues begin.
This replacement phone seems great! Until I make a phone call an realize the mic on it doesnt work hardly at all. I have to speak with the mic touching my lips and I must speak very loud for anyone to be able to hear me. The moment I walk somewhere with any background noise they cant hear me. I wasnt pleased but it happens right? The next morning (Thursday) I call customer service at 11:00 AM I wait on hold for over 30 minutes, when they answer they just sit there saying hello? Hello? over and over again and proceed to hang up. This is using a functioning land line as I just used it for another call and I test it right after. I phone them back again and wait another 30 minutes, at which point it begins to ring as if someone will answer. Then it keeps ringing and ringing for a couple minutes at which point I hang up as its not getting anywhere. I then decide to dial the Express exchange as maybe they will deal with this. Once I get through to them to proceed to tell me they cant do anything until its authorized to be replaced by customer service as sometimes they can fix this issue. So I phone customer service back after I eat lunch. They then tell me that it just needs to be replaced and the fastest way to do this would be go to a store which can do warranty (some are independently owned..or something like that) They give me the address for one and tell me they will call ahead and get the swap setup. I am rather happy about this as it sounds quick and easy. I arrive at this store. They got no phone call. Go figure. Also they cant do a replacement as they dont have the old razrs(v3c) in stock. I ask if they can just upgrade me to a krzr. After all they arent worth that much more. Turns out they cant do this without approval from someone higher up. However they give me a loyalty customer service number, which was a local number here in Calgary, they said they would be the best to sort this mess out. I get home and give them a call. They tell me that they cant replace the phone as since I bought from future shop they take care of their own customers so I can either go in store or call the express exchange number which according to this fellows is run by future shop and best buy. I choose to go in store in the hope of getting it replaced sooner. Future shop tells me telus trys to pull this stunt ALL the time and that in the first year its up to telus to take care of warranty or the express exchange number which according to them is a telus run number. I was NOT happy at this point. I was trying my best to get some help out of anyone I talk to, yet no one would budge with policy so I head home again and phone them up. I immediately ask for a manager, as I want this sorted out quick I am fed up. After trying to persuade me to talk to him he finally verifies the account and goes to get one. After being on hold for a short while someone else comes on the line and asks how they can help I explain this and he says they cant do in store replacements. So I ask if they will mail me one like last time. He says they dont do mail outs. I tell him, I just received on and it doesnt work. His response, O Please hold. Thats great shortly later he comes back and tells me I need to talk with express exchange. That is exactly who I phoned in the first place. This guy should be an express exchange manager! So once again they lie to me. Then they transfer me back to express exchange. They begin to fill out this form to get me a replacement. At which point while waiting on hold I hear a familiar voice. Please press one for English The guy was busy filling out my form when it disconnects me from him!!! So I go through the menu again and ask to be connected to the other guy, luckily I remembered his name. Turns out that guy is new and his extension number wasnt listed next to this name. Marvelous. This guy tries to contact him by email, no such luck. So he finishes filling out the forms. He tells me 3 to 5 business days. I am not happy about the wait with a close to useless phone but they wont let me pick up a phone anywhere in Calgary so I have no other options. This only took from 11:00 AM to 3:30 PM
I wait from that Thursday until Wednesday(It arrived last time around on a Tuesday then I picked it up on a Wednesday) still by that late afternoon I had not received it. So I just called to make sure that it shipped considering it could have had issues with two different people working on the form. Yes it had. Excellent should arrive Thursday then. End of Thursday rolls around. No phone. I call them up, they tell me it had not shipped yet! I was ticked! They tell me it should ship soon though and I will have it in 3 to 5 business days. I ask to be put through to someone who can give me a discount as the person I was speaking with couldnt. I talk to them and after being put on hold many times they decide to drop me to spark 15 vs 16 (a price increase that they didnt tell me about in the first place) So I save $1 per month, well actually its back to the price I signed up for. They also gave me %50 off my next bill. Its a start. Then magically the phone arrives the next day. Which means it had shipped they just had there heads to far up their asses to know that. Once again when I go to activate they attempt to charge me for it, I proceed to tell them its warranty I should not pay for that. They agree and do not charge me for it. Finally I have a working phone. Its the third on I have used in 3 weeks. I wonder how long it will last.
Simply put when my two year contract is up (one year left) I am done with telus. I am tired of the lying and passing the buck. I cant wait for my contract to be up. The %50 off was a nice gesture but its going to do more then $25 to make me want to stay with them after going through that and other problems. Everytime anyone ever asks me who I think they should go with I am not recommended telus. I used to stand up for them. Now I am going to plead people to avoid them like the plague.
As I side note we just switched our home phone to shaw, telus keeps phoning asking why we switched and what they can do to make us switch back. I told them this story and they passed the buck saying its the same parent company but different companies I dont really care they have the same copyrighted logo, and name.
I also found someone else with the same issues.
http://www.howardforums.com/showthread.php?referrerid=295219&t=1352556 someone else with similar issues.
I doubt many people will take the time to read this. But for those that do, if your considering telus, think twice.
This replacement phone seems great! Until I make a phone call an realize the mic on it doesnt work hardly at all. I have to speak with the mic touching my lips and I must speak very loud for anyone to be able to hear me. The moment I walk somewhere with any background noise they cant hear me. I wasnt pleased but it happens right? The next morning (Thursday) I call customer service at 11:00 AM I wait on hold for over 30 minutes, when they answer they just sit there saying hello? Hello? over and over again and proceed to hang up. This is using a functioning land line as I just used it for another call and I test it right after. I phone them back again and wait another 30 minutes, at which point it begins to ring as if someone will answer. Then it keeps ringing and ringing for a couple minutes at which point I hang up as its not getting anywhere. I then decide to dial the Express exchange as maybe they will deal with this. Once I get through to them to proceed to tell me they cant do anything until its authorized to be replaced by customer service as sometimes they can fix this issue. So I phone customer service back after I eat lunch. They then tell me that it just needs to be replaced and the fastest way to do this would be go to a store which can do warranty (some are independently owned..or something like that) They give me the address for one and tell me they will call ahead and get the swap setup. I am rather happy about this as it sounds quick and easy. I arrive at this store. They got no phone call. Go figure. Also they cant do a replacement as they dont have the old razrs(v3c) in stock. I ask if they can just upgrade me to a krzr. After all they arent worth that much more. Turns out they cant do this without approval from someone higher up. However they give me a loyalty customer service number, which was a local number here in Calgary, they said they would be the best to sort this mess out. I get home and give them a call. They tell me that they cant replace the phone as since I bought from future shop they take care of their own customers so I can either go in store or call the express exchange number which according to this fellows is run by future shop and best buy. I choose to go in store in the hope of getting it replaced sooner. Future shop tells me telus trys to pull this stunt ALL the time and that in the first year its up to telus to take care of warranty or the express exchange number which according to them is a telus run number. I was NOT happy at this point. I was trying my best to get some help out of anyone I talk to, yet no one would budge with policy so I head home again and phone them up. I immediately ask for a manager, as I want this sorted out quick I am fed up. After trying to persuade me to talk to him he finally verifies the account and goes to get one. After being on hold for a short while someone else comes on the line and asks how they can help I explain this and he says they cant do in store replacements. So I ask if they will mail me one like last time. He says they dont do mail outs. I tell him, I just received on and it doesnt work. His response, O Please hold. Thats great shortly later he comes back and tells me I need to talk with express exchange. That is exactly who I phoned in the first place. This guy should be an express exchange manager! So once again they lie to me. Then they transfer me back to express exchange. They begin to fill out this form to get me a replacement. At which point while waiting on hold I hear a familiar voice. Please press one for English The guy was busy filling out my form when it disconnects me from him!!! So I go through the menu again and ask to be connected to the other guy, luckily I remembered his name. Turns out that guy is new and his extension number wasnt listed next to this name. Marvelous. This guy tries to contact him by email, no such luck. So he finishes filling out the forms. He tells me 3 to 5 business days. I am not happy about the wait with a close to useless phone but they wont let me pick up a phone anywhere in Calgary so I have no other options. This only took from 11:00 AM to 3:30 PM
I wait from that Thursday until Wednesday(It arrived last time around on a Tuesday then I picked it up on a Wednesday) still by that late afternoon I had not received it. So I just called to make sure that it shipped considering it could have had issues with two different people working on the form. Yes it had. Excellent should arrive Thursday then. End of Thursday rolls around. No phone. I call them up, they tell me it had not shipped yet! I was ticked! They tell me it should ship soon though and I will have it in 3 to 5 business days. I ask to be put through to someone who can give me a discount as the person I was speaking with couldnt. I talk to them and after being put on hold many times they decide to drop me to spark 15 vs 16 (a price increase that they didnt tell me about in the first place) So I save $1 per month, well actually its back to the price I signed up for. They also gave me %50 off my next bill. Its a start. Then magically the phone arrives the next day. Which means it had shipped they just had there heads to far up their asses to know that. Once again when I go to activate they attempt to charge me for it, I proceed to tell them its warranty I should not pay for that. They agree and do not charge me for it. Finally I have a working phone. Its the third on I have used in 3 weeks. I wonder how long it will last.
Simply put when my two year contract is up (one year left) I am done with telus. I am tired of the lying and passing the buck. I cant wait for my contract to be up. The %50 off was a nice gesture but its going to do more then $25 to make me want to stay with them after going through that and other problems. Everytime anyone ever asks me who I think they should go with I am not recommended telus. I used to stand up for them. Now I am going to plead people to avoid them like the plague.
As I side note we just switched our home phone to shaw, telus keeps phoning asking why we switched and what they can do to make us switch back. I told them this story and they passed the buck saying its the same parent company but different companies I dont really care they have the same copyrighted logo, and name.
I also found someone else with the same issues.
http://www.howardforums.com/showthread.php?referrerid=295219&t=1352556 someone else with similar issues.
I doubt many people will take the time to read this. But for those that do, if your considering telus, think twice.