I just wanted to share my experience with your company.
On April 13th 2014 a Telus technician was sent to my new
home to install Fibre Optik Internet 100. I purchased this internet because I
was told that it is the best one out there right now. Everybody told me to go
with Shaw for home internet. However, the Telus representative over the
telephone was very lovely and I decided to sign up with them. (big mistake)
There were no issues with my Internet for six weeks. On May 28 suddenly I was
unable to use my Internet. It would show that I am connected, but trying to access
any web pages was impossible and my cellphone was telling me that it cannot
connect to server, however again it showed that I was connected. Naturally I
called Telus to see what was wrong and Debbie was lovely. After being on the
line with her for over 30 minutes and on hold multiple times she advised she
would need to send a technician to my house. I told her that I would need to
leave work to meet the technician and to make a note for him/her to call me 10
minutes prior to arriving at my house. She said she would make it 20 minutes
prior. Great. The technician is supposed to come between 12 and 2 pm. So the
next day at 2 pm the technician calls me for directions to my house. I directed
him, and because I was still at work I then proceeded to leave work since it
was evident that the technician did not read the note to call 20 minutes prior
to arrival. When I met with the tech he took less than one minute to diagnose
the issue (WAN light red instead of green on white box). But not before he told
me that no, he did not even read the notes to call me before arriving. He then
says that it must not have been a 'Fibre Optik Specialist' who installed my
system (are your technicians not all equally capable of installation? I wonder)
Then your technician proceeds to tell me that Telus only has Internet 50 and he
has never heard of 100. WOW. WHAT IS GOING ON? The technician says he has to
leave for ten minutes and will be back. When the technician came back to my
house he then tells me that there is nothing in the system other than my name
and home address. My account - he tells me - has been deleted. HOW IS THIS
POSSIBLE? Especially when Telus billed me last week, and I paid that bill on
Tuesday (the day before my Internet services stopped working) He says it will
take 2 hours to restore and that I could then leave my house and go back to
work. But what did I do? Of course I called Telus back. I first spoke with Joe
who I was disconnected with while he put me on hold. A gentleman named Adrian
called me back (I thought this strange) After explaining my situation now a
fourth time (once to Debbie, again to the technician, then to Joe and now to
Adrian) Adrian puts me on hold, comes back, and then goes on hold a second time
he says to reach out to Customer Retention and Loyalty. Dave from Loyalty comes
on the line but Adrian advises me that he is still there for troubleshooting questions.
OK Great. And let me say that up until this point absolutely none of the people
from Telus can tell me why I am experiencing Internet connection issues. Yet
they want to keep my business. After then explaining my situation to Dave
(fifth time) he tells me that the technician 'clearly dropped the ball' by
telling me my account was deleted. Let me now tell you how absolutely baffled I
was that a person from your company can be so quick to throw another individual
(and co-worker) under the bus, so to speak. I'm disappointed but more so I am
furious. I work as a representative for over a dozen online platforms that
communicate with customers about our products and service and as a company, WE
are responsible. It is ALL OF OUR fault
if something happens. It is EVERYONE'S RESPONSIBILITY. But Dave clearly does
not understand this concept. Dave then proceeds to tell me that he has been
with Telus for four years and has had no issues. OK. Good for you Dave. He says
he has never experienced this type of situation - where a technician, and again
he says, 'so blatantly drops the ball and tells a customer that he doesn't know
what internet 100 is - I will make sure this technician gets sent to
"coaching"'. I don't know what 'coaching' is but I think that would
be wise for MOST of your staff. Of course I was furious because again Dave is
not accepting responsibility on behalf of YOUR COMPANY, but putting blame on
one individual. Dave also says that, 'he is only customer loyalty and
retention, and if he could fix the problem he would come to my house and fix
it' How professional of him - don't you think? At this point I was getting no
answers and feeling very upset to the point where I asked that my service with
your company be cancelled effective immediately. FINALLY I'M FREE. I can get
off the phone with these very unhelpful people and call Shaw like I should have
in the first place (this was around 3:00 pm) At 9:34 pm that evening I receive
a call from the Telus technician telling me that my internet should work
tonight and if it isn't still tomorrow, call him back. EXCUSE ME? This is the
same technician who I was told was going to be sent to 'coaching' for his lack
of knowledge. Ironically, it is clear Telus has no concept of communication.
How can your employee continue to be allowed to contact a customer who they
have given false information to? Do you have any idea how ridiculous this is?
Well I do. Half an hour later the technician attempted to call me again. (10:00
pm) I did not pick up. He sent me a text message after the phone call saying,
"it should work now." I feel like telling everybody this story.
Because it just goes to show how little Telus cares - not for its customers,
but for its employees, and the people they send to represent their brand. For
six weeks I was an advocate of Telus and I can assure you that will no longer
be the case. Thanks for reading and good luck.
No comments:
Post a Comment