The Consumer Complaints Blog

Fighting the trained monkey in modern society.

September 13, 2011


Filed under: Service Based — Editor @ 7:46 am

All I wanted was to know, in the shortest time possible, whether I could get Internet. At my house. As advertized!

Taylor: Hi. I’m a live TELUS product specialist. What questions can I answer for you?
Taylor: Just type your question below.
You: hi, can you verify that I can get Internet service to my apartment please. Online tool says ‘could not determine’
Taylor: I can try. May I have the address to check on it?
You: #…, 211 – …th St NE, Calgary, AB T… ….
Taylor: Thank you for waiting. For this address, we will need to verify with Client Care.
Taylor: Client Care can provide you with the help you need. Please call our toll-free telephone number by dialing 1-866-558-2273.
Taylor: You can also call 310-2255 to speak with Client Care directly.
Taylor: Is there anything else I can help you with today?
You: ? I have to call in? I don’t have the 25 mins to wait on hold – which is what I did yesterday
You: 🙁
Taylor: Sorry for that though for your address, we will need to call it in.
You: what’s the issue?
Taylor: Just additional verification.
You: ?? could you please elaborate before I re-invest my time. isn’t the address complete? i don’t understand what verification you need
Taylor: The system shows both TV service available. We will need to check what TV service is better on that area.
You: ? but I just want Internet. Internet only. no upsell needed
Taylor: Yes, that is true though to get internet, we use the same system to check availability for all services. Since it is not displaying the results on your end, we will need to verify it with Client Care for us to be able to offer you packages that is really available in your area, not what we think is available.
You: And what does Client Care do that you don’t? I’m still confused as to why I should risk listening to muzak on a Friday!
Taylor: They are able to check on service available in your area using 3 tools thereby getting an accurate result.
You: am i getting spin here, because that just sounds crazy.
Taylor: Anything you know that we don’t?
You: ??? huh???
You: I know that spending 25 minutes on hold would make most people pretty frustrated, and that anybody with even a good level of tech awareness – people such as you and me – don’t appreciate what sounds like spin in place of intelligent accurate answers.
Taylor: Please call Client Care.
You: And Taylor, …what’s your specific Rep ID please?
Taylor: It is ………………..
You: and what channels do I follow to reference this conversation and the ‘anything you know’ comment?
Taylor: You can use the date and time of the conversation, the ID and my name.
You: Which department (complaints resolution) are you in/attached to?
Taylor: We are with the Chat Support Department.
You: cool. Thanks. Weird conversation but …
Taylor: You’re welcome.
Taylor: Thank you for visiting TELUS. It has been a pleasure assisting you.
Taylor: Please feel free to chat with us again.

This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

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