As I write this blog I am on hold waiting for a Telus customer service agent to answer the phone so I can disconnect service I never even received.
It all started about three weeks ago when I called Telus for internet service. They said they'd mail me out a modem and the installation instructions would be inside. When the modem arrived I could not get service. I called the help desk, went through 20 minutes of troubleshooting only to be told that all the "profiles" in their system may not be set up yet as they had until midnight that night to set it all up. Fail #1 - could have saved me 20 minutes by telling me this before troubleshooting.
Next day I call back because I still don't have service. What was worse, the customer service agent had severe issues with his headset so I was only getting every other word or absolute silence before being told he'd call back in 30 mins. Fail #2 - if agents don't have good equipment how can I trust their internet service?
Customer service agent called back in 10 when I was trying to get some dinner together for my kid. I asked him to call back when he said he would - in another 20 mins; he agreed. No call. Fail #3 - call when you say you're going to call.
I again call back to sort out the issue. Again I am put through the troubleshooting only this time at the end I'm told they need to have a tech come out and the earliest is Sunday (this call was made on a Thursday) with a time frame of 8 am to 5 pm or Thanksgiving Monday between 1 pm and 5 pm. Opted for Sunday. Fail #4 - if you don't regularly have techs go out to set up service ensure you can have techs come out quicker than 72 hours after service was supposed to be started.
Lucky for me the tech came early on Sunday and my day wasn't completely ruined. The house had to be re-wired, not surprising as it is over 100 years old. The tech left with all four sacred lights lit up on the modem and said if I can't get online the help desk can take it from there. Fail #5 - why can't the tech sent to my house ensure that the internet is working properly?
Sure enough, no access to the internet. Yet another call to tech support. More troubleshooting. This time network support needs to look into things and get back to me within 24 hours. Seriously? Yes, and by the way, you will need to call customer service once your service if fixed to get the proper credits. You're kidding right? No. Let me talk to a manager...Fail #6 - have a system where the customer doesn't have to be on hold JUST to tell them that they FINALLY are getting the services they ordered. Suggestion - tech support call customer service for them or better yet, be able to access the same system and doc the account themselves!
OK, we should be in the final stretch here. Should be. Network support calls and says that due to system upgrades not all troubleshooting tools are available but they suspect my modem may be faulty. Oddly, this is when the modem crapped out completely and none of the sacred four green lights were lit up. Even the power indicator light went to red. I was then told to call back tomorrow if the modem is still not working and have a new one mailed out. I give up on counting the fails...
I call back the next day and cut to the chase - I want a new modem. Took 10 minutes to convince the help desk dude to send out another modem but after talking to network support he all of the sudden believed that all my problems would be fixed.
A few days respite from the annoyance of Telus. Then the new modem arrived. Plugged it in. All four sacred lights. No internet access. Reboot computer. No internet access. Reboot modem. No internet access. Sigh. Reluctantly call help desk.
I explain everything I've checked now that I'm down with the whole troubleshooting routine. Funny thing - I could hear the agent going over his list to see if I missed anything, then she says she's going to contact network support to check things on their end. But wait, network support are not taking calls right now and will have to call me back in the next 24 hours. SERIOUSLY???
This is where I lost it. I said have them call me but in the meantime I am calling Shaw and whomever gets my internet access up and running first gets my business. I was told I'd get a call back within 24 hours. That was Thursday night. Today is Monday and I still have not received a call back but I did receive a third modem.
I wish it ended here but I have been on hold with Telus for the second time today to cancel my service. The first time I waited 35 minutes before giving up. I have now been on hold for over an hour and Telus Customer Care has closed.
