Shipping label

[JBru]

I’m in the most frustrating position at the moment. I’m currently and have been on the bring it back program. Ordered the iPhone 15 pro max online, received, using and went to find out how to return my old device. Never received a shipping label.
I visited 4 Telus locations in person, all of them said they couldn’t help me and each time told me to call a phone agent for help to return my old phone.
So every time I left a location I called. Average time on each call was around an hour. Put on a hold quite a bit. All of them at the end of the call said I would receive a return shipping label by email 2 hours after the call and each time it never happened. I never received one! Not in my spam, Telus app or inbox or in any emails. I flat out never got one and for the life of me can’t understand why it is this difficult to return my phone. I literally have no words and feel defeated at this point. It makes no sense to me, why is this so hard to get a shipping label to return my phone.??? Of course you have 30 days to give it back or you will be charged for the old device. Need help someone please

[A-B]

Definitely not the experience we want our customers to have. I'll send you a private message to discuss options, thanks.

[KarenS89]

I'm having a similar experience now. Just upgraded to a 16 Pro 1 month before my 2 year contract ended, because of the tariffs, wanted to get ahead of price increases.
My new phone came in, and after visiting a store and calling, I have yet to receive a shipping label (which still gets me stuck cuz I don't own a printer).

It seems ludacris that they have this whole program to bring phones back, but they almost want to prevent you from actually sending it back so they can charge you the remaining amount.
Telus, if Amazon can send me a shipping label/QR code within 12 hrs of requesting it, and I can then go to a Circle K and return Amazon orders, I'm sure you can figure something out where people can do so at your own physical stores.

Any help is appreciated.

[TELUS_Support]

For sure, and that sounds frustrating KarenS89. Looks like you posted an update in https://forum.telus.com/t5/Mobility-Devices/Bring-It-Back-Shipping-Label-never-sent/m-p/168224#M1531... and got the shipping label sent. We appreciate the feedback and hope you enjoy the new phone.