I recently upgraded my phone 1 month in advance of my 2 year contract ending (which I was fine with as I wanted to get ahead of tariff-inflated pricing).
However, all the messaging says that the shipping label to return the old phone would be 1) emailed to me directly and 2) be available on My TELUS account if needed.
It has been a week since my new phone arrived, and I have yet to receive a shipping label in my email, nor can I find it anywhere in the My TELUS app. If it is there, the UI/UX is awful to navigate to and should be fixed.
I had to use Virtual Chat to set up a call back for me in order to speak to a person. The first person promised I would get the email within a few days, but I had to do it again to have someone actually look into why I'm not getting my label and stay on the line until I got the shipping label in my email inbox.
Telus, FIX THIS! If you offer a program to have people bring back their phones to avoid charges, it has to be easy.
Also, Amazon has a system where a QR and the item you purchased are all you need in order to return an item at places like Circle K. I feel like this could be a simple alt with your physical stores that are everywhere! I should be able to bring this code, bring my phone, and the store then sends back my phone.
I just got my code, so I can ship it back now, but this whole process needs to be fixed. Have a button on the steps/instructions in My TELUS that allows people to request their shipping label. It shouldn't be this hard to get a person on the phone TWICE to get something that was supposed to be automated.
