The Long Story of what Telus Mobility has done to me…

I used to love Telus, don’t get me wrong. I had an old LG phone that was great. The battery would last a week, I never missed a text or call. I wasn’t a heavy user then, but it was still my main source of connection. When I upgraded my contract in July 2007, I was so in love with my old LG that I got the LG Chocolate flip. It was okay…. then I dropped it in the toilet only a year and a half into my contract. I never expected Telus to help me out with this as it was my fault. It still worked but started to miss calls and texts so I assumed it was time for a new one. So I bought a new phone Oct 2008.

It was a Samsung A720. Pink, chunky, kinda cool. Not even a month later, it would freeze in a call log where I could only get out of it by taking the battery off. My boyfriend would be at my apartment building and my phone wouldn’t ring or receive text messages until hours later. What a lot of good when it’s -20 out and he can’t come into my apartment building. We had a lot of arguments due to Telus causing these problems! I pursued the warranty and had this phone sent away 4 different times. Each time I would get a loaner, so I had none of my contacts. The first time, the girl at the store was rude (Mia @ Orchard Park, Kelowna) and told me that they would never send me a new phone. Well they did, and she was surprised. The new one had the exact same problem. All of the other times they would just keep it for a few weeks, send it back as “fixed” and I’d have the same problem. I finally gave up and decided I would switch carriers and wait out my contract until July 2010.

One day in August 2009, I weakened and was tired of not having a phone that worked properly. If I didn’t get a text all day, I would know it wasn’t working. My boyfriend stayed with me through all of this mayhem, and to this day still asks “Did you get my text?” knowing fully that I didn’t. So on this day that I was vulnerable, I fell into the trap that Telus Mobility had set for me to get a free Blackberry Pearl and “signed” a 3-year contract. Keep in mind my signature never went on anything. One day after getting this Blackberry, I was on the phone with Technical Support. They deemed it defective and told me to go to Tac Mobility and they would order me a new one. Luckily I called, because Tac Mobility told me they couldn’t help me. I called back to Customer Service and the sent one from Toronto.

This 2nd Blackberry that I got the beginning of September started having problems that month, almost right away. It would delete all of my texts, call history, and Blackberry Messages. It still does. Right now, I have no history. I called and the Technical Support recommended I upgrade the software and not call them back until I did that. I was calling from my phone, because it’s my only phone, and so he couldn’t walk me through technical support. I upgraded the software, which caused my Blackberry to freeze non-stop so I downgraded the software after a week.

I left Telus alone for a few months because I was tired of calling and complaining. All I want is a phone that just works! After a year and a bit of not having this, I’m finally fed up and tired. I called Telus on Dec 29, 2009 and gave the Customer Service Rep one last chance to keep me as a customer. He determined it was defective without troubleshooting (he was Technical Support) and transferred me over to someone who could help me get a new phone. He disconnected me.

I called back, and got some girl that didn’t speak English well and she told me to take the phone back to the store I got it from, after I told her several times that I upgraded ONLINE. She kept telling me to go to Tac Mobility and I told her that I was told that last time and they wouldn’t do anything. I asked to speak to her supervisor. I had a heated argument with this woman, Laura I believe, who she finally agreed to call Tac Mobility the next day for me, and then call me back. I waited all day yesterday and she never called me. I also called Tac Mobility and left them a message that they never returned.

I phoned Telus Mobility back last night and said I never got a call back. The girl told me that there was a note on my account that she had left a message for the store but hadn’t heard back by the end of their shift. Poor customer service; if that was me I would have called my customer back to let them know what had happened. That’s common sense.

I spoke to numerous people last night, some telling me they could see why I was upset and others just being sarcastic and not helpful. Here is the problem: My cell phone doesn’t work, get me one that does. Seems simple? Not for Telus Mobility. Frank was the last guy I talked to last night. He told me it was $620 to cancel my contract, and I feel they are in breach of our contract and I shouldn’t have to pay this. I no longer want to give my business for Telus. No loyalty programs were offered to try and help, no one has offered to try and find me a phone. Frank just said that he doesn’t order phones and he doesn’t have any in stock. I must go to Tac Mobility in Kelowna or Penticton. I told him I’m not driving to Penticton as it is an hour drive. He kept comparing my phone to a car and how I wouldn’t ask to be compensated for gas to take my car to a mechanic. No, but I also wouldn’t have to drive more than 15kms to find a mechanic.

Dear CEO of Telus Mobility: Your customer service has failed me and you do NOT deserve my business. I will flood the internet with my problem and you will lose customers.

My steps so far:

- Requested a copy of my contract from Kirsten, was told they do not have a copy for me. They only have internal copies
- Filed complaint with CRTC
- Filed complaint with the Commission for Complaints against Telecommunications Companies
- Emailed George Lope, got address off another Telus haters blog.
- Emailed Allison Vale, Media Relations, asking her to have the Office of the President contact me
- Filed complaint with BBB
- Dec 31, 2009: Received Phone call from Shawn from the Office of the President in Calgary. I will return his call after the holiday tomorrow.
- Started numerous blogs and will continue until this gets public notice

To do:

- write Letters to the Editors based on my experience until Telus will agree to cancel my account with no cancellation fee

MATERIALS ADVERSE CLAUSE! Any changes made to the contract make it NULL and VOID! They are not fullfilling what they state on their website for repair and warranty.