SO Disappointing
I have been using the Telus Optic TV/internet/phone bundle for over two years now, since then we have had to call their technical help line numerous times, often needed to replace the remote, modem or the tv box. So far we have four remotes that turn the TV box off when you try to turn the TV on and a modem that plunges my household into the dark ages at least once a week!
Most recently, our TV freezes and reboots every time you try to change the channels, the drill is now far too familiar, I call Telus, listen to the robot lady for a while, jump through the hoops till I talk to a nice guy named Leo, one of their mighty and helpful technicians. We go through a series of plugging and unplugging, plugging and unplugging, he tells me he suspects the box is junk, I thought this the 2nd one already that we have had, anyways we go on plugging and unplugging till various telus graphics show up, one gear, two gears, loading bars. Leo was polite, to the point. But after 20 minutes of this living room aerobics, what Leo promised me would cure all that ails my poor TV, we are met instead with the cold, cruel blue loading screen I called in to fix in the first place. Our efforts were fruitless, Leo promised me a technician would come the following thursday, a day I had off, to replace the box, since it seems to be a hard ware problem. He confirmed my address and we book an appointment for 10am-12pm.
Lo and behold, come Thursday, 10am no one came, 11 o' clock no one came. 11:30am turned into 12:00pm, 12:00pm turned into 1:45pm, at this point I started to think no one was coming.... for the millionth time..
Things come up, I understand, its hard to find the problem sometimes, I understand. But what I do not understand is why there was no phone call or any sort of notification if the appointment was cancelled, or running really really behind.
I perform the dreaded drill once more, Telus customer hotline, no I don't want to know the balance, no I don't want to change the security code....
Finally at some point a human came on the line and said "Hi how may I help you?"
"Hi, my name is Alice but the account is under my moms name [ mom ], on tuesday I called in about my Telus TV box, a technician, Leo was helping me but we figured out it was a hardware problem so someone was scheduled to come today, between 10am-12pm. I'm just wondering what [the fruck] happened, perhaps he got lost? (this which I knew was impossible, since we our home has been a revolving door of Telus technicians since the arrival of the demon box from hell."
She gives me a measly please hold.
She comes back on 10 minutes later, looking through whatever fabricated lies were available,
"I'm sorry, it seems the address was missing, can I verify your address?"
Perhaps there was a legitimate explanation for this, maybe they sell all our addresses to aliens once a year and delete all customer information off their records for fear of extraterrestrial association. Forgive me for not thinking of the obvious, being the dim wit that I am, I asked:
"How is that possible? Leo verified my address on Tuesday, the one you have on record. We have had so many technicians, fixing the same [damn] problem using the information you have stored."
I asked her what was the address she had on hand. Unwillingly she starts to rattle off my address perfectly. She then admits there was a dispatch sent, but there was no address on his corresponding sheet, so therefor he didn't come, not knowing the address.
This is unacceptable, I have never heard such dysfunctional idiocy in my life. I don't know if it was harder to wrap my mind around the strange excuse or the fact she tried to suggest it was because the address information was different .
Dear Telus, I'm sure you have done some outstanding work, and have help keep most of the world's animals employed, however I would like to see improvements to the basic services of your products as well as technical service.
Feel free to update your call-waiting music, should you see fit.
Sincerely,
Alice read more
