I became a TELUS customer just under a month ago, and while most aspects of the experience were excellent, such as the techs who installed my internet, TV, fax lines, and even the customer service reps were professional and nice. The TELUS Business Connect concierge experience has been an absolute nightmare.
First, TELUS sent me a batch of flimsy, low-quality phones that looked nothing like what was promised and couldn’t even meet the basic operational needs of my clinic. To make it worse, they sent two extra phones I never ordered, and are now charging me for them. I called the very next day to report the issue and request an exchange, a simple ask, right? Wrong.
I was told my issue was escalated to the Concierge Team and they’d handle it. But no one contacted me for two full weeks, and Worse, after that brief contact, she disappeared again. No promised updates. No returned calls. No emails. Radio silence.
I’ve emailed and called the Concierge line more than 10 times with no response. I’ve called customer service multiple times as well. The only response I get? “Your case is still open with Concierge. There’s nothing we can do.” To their credit, they’ve also emailed the Concierge team directly and copied the manager, still no one responded.
In the meantime, I’ve been forced to continue using my old Shaw phones, even though my contract with them expired. It’s been nearly a month, with no resolution in sight.
TELUS, this is completely unacceptable. I expected professionalism and reliability not this disorganized mess that’s now costing my business time and money.
To other business owners considering TELUS: Proceed with caution.
