TELUS review: Formal complaint regarding unpleasant experience with telus

Revathy Prabu

13014 162 a ave

Date : Oct 6, 2023

Dear Darren Entwistle,

I am writing to you today to express my deep disappointment and frustration with the abysmal customer service experience I recently encountered with Telus. As a long-standing customer, I expected a level of service that aligns with the reputation and values of Telus, but sadly, my recent experience fell far below my expectations.

On Oct 6 ,2023, Telus loyalty team reached out to address an issue I was facing with Price mismatch . However, the customer service representatives I interacted with exhibited a lack of empathy, knowledge, and efficiency in addressing my concerns. Instead of feeling supported and assisted, I was met with indifference and unresponsiveness, prolonging the resolution process and causing further distress.Unsatisfactory Communication: The communication from the customer service team was inconsistent, unclear, and often contradictory, adding to my frustration and confusion.

I had a numerous calls from the loyalty team to come back to Telus and they offered me a price which made me to accept the offer . When the team sent the summary statement along with the installation date - noticed that the price offered was different from the discussion we had - so called the customer service who also confirmed that the price offer was mentioned in my notes and will revert back the email with the correct quotation that was offered and they transferred the call again to the loyalty team. I had a conversation again for almost 1 hrs where the rep from the loyalty team kept on denying that there is no notes about the offer that was given to me - when I started asking her name and other information - she mentioned that the now she can see the notes from the previous loyalty rep. So after wasting 1 hr of call with the agent . finallyshe accept there is a note and will call to confirm that the same offer will be given to me .

First I never contacted the Telus.

Second - I had numerous call from both the loyalty team which I was very impressed by the way they wanted they client back - so I accept the offer - initially I didn't have any issue with all the rep I had - but today I spoke to this rep who seemed poorly informed about the company's policies, services, and solutions, resulting in incorrect information and misleading advice.

The communication from the customer service team was inconsistent, unclear, and often contradictory, adding to my frustration and confusion.

I believe that exceptional customer service is the cornerstone of any successful company, and the current state of customer service at Telus is detrimental to the company's reputation and customer retention.

In light of the aforementioned concerns, I request the following actions to be taken to address the inadequate customer service and improve the overall experience for Telus customers:

Conduct a thorough review of the customer service operations and identify areas for improvement in training, knowledge, and responsiveness.

Implement measures to enhance the customer service training program to ensure representatives are adequately equipped to handle various customer concerns effectively and professionally.

Offer a formal apology for the unsatisfactory customer service experience and take appropriate steps to rectify the issues I encountered in a timely manner.

Provide a dedicated point of contact for future inquiries and concerns, ensuring a more streamlined and efficient resolution process.

I trust that you will take this complaint seriously and initiate the necessary actions to address the customer service deficiencies promptly. I value my relationship with Telus and hope that steps will be taken to regain my trust and confidence in the company.

I need a call back from the appropriate team about this concern - otherwise this will be escalated again to the media - sorry this made my day worst with family issue and what not I spend almost 4 hrs calling Telus and my other service provider - had a confusion will I have service for next day work - as I am working from home - need a resolution for the hard time I had with your service

Thank you for your attention to this matter. I look forward to your timely response and resolution.

Sincerely,

[Your Name]