I feel duped. I feel completely robbed over a petty amount of money. What makes it more frustrating is that they won't honour their mistake even though the amount is so small in the grand scheme of Telus' corporate world.
Last year I got a new, cost-effective phone on a new 2-year plan. The rep at this Telus Store offered me Device Care at $9/mo. I asked for details and they explained that if broken, lost, damaged by water etc they would replace my phone with the equivalent. I crunched the numbers in my head and decided it was probably worth it so I went ahead with it.
Almost a year later, my phone did get water damage, so I tried to replace my phone. They THEN told me that there's a $130 replacement fee.
They never told me this before.
I looked around and I could by a comparable unlocked new phone at local stores for about $150, so what's the use of paying 9 bucks a month and then paying for such a high replacement fee? Essentially I'd be paying about $250 for a $150 phone.
I talked to Telus customer service and they explained that the info about the replacement should have been in my package they gave to me when I purchased my phone. I looked at my agreement and told them the info wasn't there. They then said that I should have received an email with the info. I searched my email records and there was nothing.
I told them I saw two reasonable solutions: a) they replace my phone for free as per the understanding given to me at the beginning, or b) they refund or credit the $9/mo since it is clearly a warranty I would never have paid for in the first place if I was given all the information.
The customer service rep then said he'd look into things and talk with his manager. Over the next hour on the phone he repeatedly did nothing but look for ways to get me to a) cancel my current plan for a fee, b) sign me on to a new longer contract, c) try to upsell me a more expensive phone, d) try to upsell me a more expensive plan. Outrageous!
The conversation was escalated to their highest department that deals with these issues. THIS person went as far as saying maybe I deleted the emails that I should have gotten. Essentially they were calling me a liar.
I was either purposely misled and scammed of my money, or they made a mistake that they should have recognized and honoured.
Months prior to this issue, we had already removed all our home services (TV, internet and home phone) due to similar issues where we felt they were dishonest. Now we feel like it's time, after 25 years of being Telus Mobility customers, to disconnect from them completely. There are much better options out there. read more
