March 21, 2010
TELUS Client Care
PO Box 7575
Vancouver, BC
V6B 8N9
To Whom it May Concern,
I wanted to write this letter to express my extreme frustration and disappointment with TELUS. I have been a long-time customer, 20 years of phone services plus High-Speed Business Internet services since the day they were introduced.
On Thursday March 17 2011, I decided to move from Bell's TV Satellite service to TELUS' Optik TV service. I spent 90 minutes on the phone with a very friendly customer services representative and completed the order, signing up for a three-year contract for Internet + Optic TV. As I was putting in the order, I cancelled my Business Internet service to make room for the new services. The order was scheduled to be completed today, March 21st, at 8:00am. The Internet service was turned off as scheduled, Monday morning around 9:00am. We were told it'd probably be very close to 8:00am because we were the first appointment, so I booked the morning off from work to be home during the installation. 8:00am Monday morning arrived and nobody. We waited until 10:00am, then we called TELUS. The CSR told us to be patient and that it shouldn't be too long now. Two hours later, I called again. This time, the CSR decided he'd investigate by calling dispatch to find out what's going on. To his surprise and mine, the order was not sent to an installer. The CSR said that we had been given high priority and someone would be coming to install the service "within an hour or two". I called my office and booked the rest of the day off. Two hours later, at 2:30 pm, the same CSR called to inform us that there had been a mistake with our order and nobody was able to help us today. The order would have to be rescheduled for the next available time, Friday March 25th. Really? Wow.
I took the day off work, had my working Internet turned off, and now I'm basically told to reschedule five days later. Obviously, that is not acceptable. The lack of competence that TELUS continues to show is remarkable. TELUS should thank its "lucky stars" that the CRTC is in place to protect TELUS' membership in a duopoly, essentially guaranteeing revenue. In a competitive market, I'm sure it wouldn't survive. It's unfortunate that there is no real competition and that my only other choice is Shaw, who I'm sure is similarly incompetent.
One day maybe I'll be lucky enough to own a business where being incompetent is profitable.
Sincerely,
Andy Czerwonka
