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The Telus blues
Posted by Michael Klassen on August 28, 2006 in Soapbox
I had to point this out. Telus is BC's largest public company, and a leader in communications. Like many I pay my bills automatically via credit card. I do this with my cell phone (through Rogers) and other amenities (Shaw Cable).
Credit cards expire every couple of years and it forces you to contact the service providers that you give auto-payments to. Of the three leading telecommunications companies, Rogers was hands down the easiest to reach, and update my credit card. Even with voice activated commands (by saying "update credit card") I was directed easily to the correct option, and was off the phone in less than 5 minutes. Extra marks go for the fact I could contact them after non-business hours.
Second place goes to Shaw. No voice activated options, but a person from their billing office answered within a couple of minutes, and my credit card was quickly updated. They take calls up to 10pm.
Last place goes to Telus. Try saying "update credit card" and their system gets confused. You are then sent to voicemail purgatory, given a mix of options that do not relate to what you need. Finally, as if frustrated by me I'm put on hold to wait for an operator.
Wait a minute. Telus is a PHONE company. Why not offer a call-back option so I don't have to wait? Shaw has had it in place for years.
Well, I waited, and waited...and waited. I finally got through, talked to a human, and updated my credit card.
4 days later I receive reminder notices in the mail reminding me to update my credit card. Not just one notice, but THREE. This is because I've got 2 lines and a toll-free service, all provided by Telus.
Why not send me a single statement, and treat me as one account? My bank does this now with my chequing, savings accounts.
Telus, I know you've had your difficulties as you restructure your company (er, I mean your "Income Trust"), but how hard should it be for you to apply some best practices in customer service?
Stockholders have seen a lot of profits from investing in Telus. Many those of us who pay for their services should also profit from our support.
Tagged: telephone service, telus, voicemail hell
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