Telus Offer Doesn’t Register in Commerce Platform

[BigJ]

Telus made me an offer of a bill credit and waiver of remaining device balance if I renew for iPhone 16 series phone. But, when I try to order the phone, it wants me to pay the device balance and no mention of a bill credit. I’m scared to pull the trigger since it means I’ll probably have to waste 3 hours of time later trying to fight to gain the offer.  Anyone else experience this?

[TELUS_Support]

Hello Bigl, can you tell us how the original offer was done? Was is it with a loyalty agent over the phone? Thanks! 

[BigJ]

It was via the app, and now, today, the offer has been made again by a text. It says for 16 series, except 16e, so I assume it’s available on the 16 pro max. Maybe the idea is that I have to pay the remaining device balance and then I will get a bill credit later? Thanks in advance.

[TELUS_Support]

Hello BigJ, it's possible but we can't be 100% here since don't have access to the offer in question and your account. We'll send you a private message in order to assist you, thanks! 

[BigJ]

Well, I pulled the trigger and ordered the phone. The online system did not waive the device balance (the final 1 month), but maybe they’ll give me a bill credit. I assume I’ll end up on the phone to some fellow in Guatemala, begging to receive the offer. Unfortunately, that’s been Telus’s track record in the past. They always give you what you want in the end, but they make you work for it, even when it was offered outright.