Infuriated by Customer Service

[Telusclient2007]

I have never posted a piece of negative feedback online, as normally I feel it is not worth the effort. However, I have become so frustrated by the customer service approach at Telus that I feel the need to document it. This is not directed at people as most of the time agents have been able to help if I can reach them. Sadly Telus has moved to an automated system TelusAssist in the past year which can help with basic requests but not any more complex ones. It is so dehumanizing to be constantly directed to AI and I can’t even imagine what it’s like for older people as I am in my mid-20s and it has become increasingly challenging to get answers over the years. I have been a Telus customer for almost 20 years since I had my first phone in the 2000s and this is the last straw for me. I don’t accept that this is how customers are treated. I have also travelled to New Zealand and Australia in the past few years and had to work with phone companies there and can confidently say we have the worst options here in Canada. It’s so disappointing. @TELUS if you want constructive feedback, you should make it easier to provide, and stop making customers feel like they don’t matter at all.

[TELUS_Support]

Thank you very much for your feedback, which we of course take very seriously. Our customers are our number one priority, and we're sorry that we didn't meet your expectations. Here in our Neighbourhood community we make every effort to assist in any way we can, and to that end we'll send you a private message to discuss things further. Thank you.