Another Telus Rant

[CaramonLS]

Speaking of cell companies - I just got a call from Rogers trying to give me a free phone/number because my name/number was "randomly selected" from their list (I am a customer with Rogers).

Honestly, this is either a trick/lie to make me extend my contract with them or waste the minutes of my damned cell phone. Not to mention, it is someone who can barely speak english on a Call centre from india, who is extremely tough to understand. I friggen hate this BS soliciting.

[jammies]

Telus blows for wireline, but I've never had a serious problem with my cell or cell bill - and they sent me a free Bluetooth earpiece last year, and I don't know about you, but I loooovvvvvveee free stuff!

Sometimes you just get unlucky with your provider. They are all huge, soulless corporations, so crank on 'em for every penny you can save and every mistake they make. I've found being pleasant usually works - those call centre complaint people are so happy to hear from someone that isn't bitchin' and swearin' at extreme volume, that they bend over backwards for you, if only to keep you on the line just a little bit longer.

[ah123]

Originally Posted by CaramonLS

Speaking of cell companies - I just got a call from Rogers trying to give me a free phone/number because my name/number was "randomly selected" from their list (I am a customer with Rogers).

Honestly, this is either a trick/lie to make me extend my contract with them or waste the minutes of my damned cell phone. Not to mention, it is someone who can barely speak english on a Call centre from india, who is extremely tough to understand. I friggen hate this BS soliciting.

I had a similar call last week -- I politely refused (since I didn't know if it was a scam) and call customer service...it turns out my contract expires in six months and they were trying to extend me...Rogers will have to do better than a free cell to keep me (like matching Telus & Bell's data costs

[CaramonLS]

Originally Posted by ah123

I had a similar call last week -- I politely refused (since I didn't know if it was a scam) and call customer service...it turns out my contract expires in six months and they were trying to extend me...Rogers will have to do better than a free cell to keep me (like matching Telus & Bell's data costs

Yeah I thought so. My contract will definitely not be renewed with Rogers.

I pray for Verizon/Real Competition.

[browna]

Well, I have very few complaints about Telus over the 7 years I've been with them. I was with Fido before that but Telus' coverage was superior.

I made the unfortunate error in judgement of activiating our phones on Robbers about 4 years ago. After 5 days of constant dropped calls and echoy garbled talk (and this was while we were outside on walks in Fish Creek, I payed the cancellation fee and returned my phone within 6 days...and this was after 5 calls to Rogers customer "service". Don't get me started about their "negative billing" practices.

Telus all the way, no issues anywhere with coverage.

As per getting discounts, I've found out that it depends who you talk to. Example, I called 3 weeks ago to inquire about a hardware discount..I was only 9 months into a 3yr contract where we got free Treo's.
The person could only give me $100 off a Blackberry, and put it on the account.

I called last week again, as I was closer to pulling the trigger. The CSR this time offered me $150 off, plus free caller id for the life of the contract, and an extra 100 mins a month for free. They also told me about the unlimited data plan for $15 (no tethering) which includes browsing..so basically all data, so I switched to that.

Incredible considering data 1 month ago cost me 25$ for 4MB...and no one else has that faeture yet, at that price.

So, patience, and, not flying off the handle (not that I was planning on it after the first call, this early into a 3yr deal I didn't expect much) rather calling in again, I got a better offer from a different CSR without my situation changing.

Chanes are, going off on rants means that you're possiby less likely to have the same luck, as I am sure those notes are in your file, but, take a chance and call back and politely inquire again and see what happens.

[FireFly]

You know what, I'm gonna rant here about Telus too, just to get it off my chest...

You know why our service sucks? They've decided reps don't need to be trained properly anymore. All night I fix what other people screw up and it's really irritating. All night I get pushback from other reps unwilling to do their jobs because what the customer wants will look bad if they give in. I am willing to go above and beyond for people, but if I can't do it, and it's in your job description, you'd better damn well do it. I'm sick of other people passing the damn buck in this company.

If your request is reasonable, likely, it'll be granted. If it's not, yelling at me won't make it any more reasonable, and is more likely to make me hang up. If you honestly think I don't know that you called the last person you talked to names, you're sadly mistaken. We don't take that lightly. I'm a person too, here, and you know what? Just because the last person screwed up, that doesn't mean I will. I'm trying to help and if you'd stop and listen, I might just be able to. Yelling at me for what the last person did doesn't make me sympathize with you, it pisses me off. I am not the last person you talked to. Them screwing up your bill pisses me off too because now you're yelling at me for something I didn't do. And I have to fix it. I am so sick of fixing other people's mistakes. I am so sick of being yelled at for other people's mistakes. Treat me like a human and maybe you'll get somewhere.

I had a whole rant here about the customers we get, but let's just say that people are either stupid or think we are. (In some cases it's totally us.) I've been asked why a person's phone doesn't ring, (it wasn't on,) and how to turn a phone on by a person who had thrown out her user guide. Seriously. This job is frustrating in two ways... because of bad reps and because of people who don't take the time to understand their service before they sign up.

Please, understand that we're only human. I'll try not to let the person who just yelled at me get to me if you try not to let the person who messed up your bill get to you. Together, we can fix your problem. Mostly though, please, when I'm trying to explain something to you, listen. Don't interrupt me and talk over me. Chances are what I'm telling you will save you headaches and questions in the future. Please, make notes of the conversation you had, when it was and with whom. That way, I know who it is that needs to be reeducated if they screw your stuff up. And please, if someone has screwed your stuff up, call us with the expectation that we'll fix it, credit you for the mess up and try to make it up to you. If you explain what happened in a calm manner, we will have a better understanding of how to fix it. I may even repeat back to you what the problem is to make sure that I know I'm fixing it correctly! Do not call us yelling and demanding to speak to a manager. Really, it won't get you any farther. Managers don't touch the accounts and can't do any more than I can do. Try to call when you have the time to talk. If you're in a rush, you'll get a rush job done on your account. That never works out in the end. We don't want to piss you off any more than you want to be pissed off. We want to make sure you understand your service so that you don't have to call back and complain. We also understand that your complaint is likely legitimate, so you don't have to yell it to us. We sympathize with you. Telus even screws up our bills on occasion.

Sorry for the long rant, it's been a hard day.

[FireFly]

Originally Posted by browna

Well, I have very few complaints about Telus over the 7 years I've been with them. I was with Fido before that but Telus' coverage was superior.

I made the unfortunate error in judgement of activiating our phones on Robbers about 4 years ago. After 5 days of constant dropped calls and echoy garbled talk (and this was while we were outside on walks in Fish Creek, I payed the cancellation fee and returned my phone within 6 days...and this was after 5 calls to Rogers customer "service". Don't get me started about their "negative billing" practices.

Telus all the way, no issues anywhere with coverage.

As per getting discounts, I've found out that it depends who you talk to. Example, I called 3 weeks ago to inquire about a hardware discount..I was only 9 months into a 3yr contract where we got free Treo's.
The person could only give me $100 off a Blackberry, and put it on the account.

I called last week again, as I was closer to pulling the trigger. The CSR this time offered me $150 off, plus free caller id for the life of the contract, and an extra 100 mins a month for free. They also told me about the unlimited data plan for $15 (no tethering) which includes browsing..so basically all data, so I switched to that.

Incredible considering data 1 month ago cost me 25$ for 4MB...and no one else has that faeture yet, at that price.

So, patience, and, not flying off the handle (not that I was planning on it after the first call, this early into a 3yr deal I didn't expect much) rather calling in again, I got a better offer from a different CSR without my situation changing.

Chanes are, going off on rants means that you're possiby less likely to have the same luck, as I am sure those notes are in your file, but, take a chance and call back and politely inquire again and see what happens.

We appreciate clients like you, and that's why we're nice back.

[Mango]

Originally Posted by CaramonLS

I pray for Verizon/Real Competition.

I heard through some little birdies that Virgin Mobile is coming out with post-paid in May. They have excellent customer service and apparently, their "no hidden fees" guarantee will apply to post-paid. Hopefully this means adiós to the 6.95 "service" charge.

Do American carriers even charge that?

[PYroMaNiaC]

Being in Customer Service sucks - no matter what company you work for. People only call to whine, bitch, complain and yell. The result? Customer Service Reps leave. That means a whole new batch of people to train, which takes time. While they are learning the ropes of their new position, they tend to make mistakes. Which makes people call in whining, bitching, complaining and yelling.

See the circle? Treat others like you want to be treated and life goes SOOO much better.

[PYroMaNiaC]

Originally Posted by fotze

But those ho suffer worse are the executives ho implementpolicies that start the viscious circle in motion. Haven't had telus for along time, but I imagine they are not as bad as Bell, when they overbill month after month after month all while not correcting the problem after promising they will, it means someone has made a conscious decision to put their employees in the firing line, make no mistake they know way beforehand what their own employees are about to be bombarded with.

The thing that makes me try to be nice to the employee, is when I think that me as a customer has very little tying me to the company and they are willing to screw me, imagine how they are fataing their employees who many of them absolutely need the job. The probem is the customer service people are in essence the human shield for those doing the screwing.

Also, there are an infinite number of cheap people (customers) out there who will lie, cheat and steal for $0.30 of their next bill so it clearly is not one-sided.

I'm not saying that you can't or shouldn't take your business elsewhere should you feel that a company has done you wrong, but you can be polite to the nice lady on the other end of the phone while you explain it to her. She will type that info into the computer on your account. If enough of those messages are sent, policies change.

Whether those policies are implemented at the executive level, or the customer service level, it makes no difference. Someone has to break the chain for the circle to end.

Messages that are politely delivered and backed up by your wallet will speak much more loudly than those messages that are never received because the nice lady disconnected.

[GoinAllTheWay]

I thought that $15 plan with Telus was for personal email only, you sure that is browsing as well? As in I don't have to look for unsecured networks with my Wifi anymore?

[FireFly]

Originally Posted by GoinAllTheWay

I thought that $15 plan with Telus was for personal email only, you sure that is browsing as well? As in I don't have to look for unsecured networks with my Wifi anymore?

Depends which one you get, there are a few different options.

[browna]

Originally Posted by GoinAllTheWay

I thought that $15 plan with Telus was for personal email only, you sure that is browsing as well? As in I don't have to look for unsecured networks with my Wifi anymore?

Unadvertised on the browsing part, but feel free to ask a CSR...ask for for the $15 "Unlimited Email and IM"...it includes browsing (I've verified twice), but you have to have a 30$ minimum per month plan.

[Shawnski]

...

[CaramonLS]

Originally Posted by ah123

I had a similar call last week -- I politely refused (since I didn't know if it was a scam) and call customer service...it turns out my contract expires in six months and they were trying to extend me...Rogers will have to do better than a free cell to keep me (like matching Telus & Bell's data costs

They've now called me 3x and I've said I'm not interested each time. Seriously, who should I call to stop this?

I really don't like being solicited by my own phone company.

[FireFly]

Originally Posted by CaramonLS

They've now called me 3x and I've said I'm not interested each time. Seriously, who should I call to stop this?

I really don't like being solicited by my own phone company.

I know that sometimes Telus hires another company to make outbound sales calls. However, if you call us and tell us you don't want us calling you, we can remove you from our own calling list. Try calling Rogers, maybe they can too.

[bradster57]

Working customer service at Telus was the worst job I ever had. I think I hated the company, customers, and the union evenly.