Telus has the worst customer service that I have ever received from a tech company. It started with poor knowledge of product and processes from the sales team followed by installers showing up unannounced then the “customer care” person suggesting that it wasn’t their fault and that they would have to move the final install date back. When I called in to check on the “new” install date they said someone would call me back within 2 hours. NO CALL! The next day I spent another hour on the phone a finally got them to meet the original date which they agreed to since I had managed to contact and schedule the ground work on my own (running of the fiber optic cabling to the house). I took the day off and they even texted me early that morning to confirm they would be at the house between noon and 4, then were a NO SHOW. When I called to follow up, I waited on hold for 1/2 hour only to be told that there was a “system error” and that they would have to reschedule to the following week. I asked for them or a manager to call me back within 2 hours to confirm date and time. NO CALL again! Sooo another 1/2 hour on the phone only to be told that they set up a “new order” and that they would be at my home the following Monday (now one full month since my first call). They couldn’t tell me what time so I asked for a manager to call me again. No CALL! I then spent another 1/2 hour on the phone to cancel the order.
The future may be bright but the present is a cluster of bad representation, poor knowledge, unreliable / missed calls and apts followed by a complete breakdown of the process. For a tech company that sells tech, the only thing that they have going for them is the fiber optic running to the curb. After that, they can’t manage a ziplock bag. I have decided that I will go with Rogers. They picked up the phone right away, (no corn maze for a phone menu) and set up the call for later the same week. There is definitely a light on there! I’ll recommend Roger’s to all my clients now. Oh did I mention that I am a smart home dealer and influence my clients purchasing decisions on 75% of our smart home installs?
Giles Dupas
GiCor home technologies inc.
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