I am really getting feed up with Telus' first-line technical support. All they seem to do (or be mandated to do) is to go through their script.
They do not seem to have a history of the account. I called for the third time on essentially the same issue. Yet the support person wanted to start with their basic diagnostic procedure.
They don't listen. I had a detailed description of the problem ready, including the whole history. But that seemed irrelevant until the diagnostic procedures were executed.
I was refused to be connected to a supervisor.
Now, I blame Telus for this. Telus needs to hire people with the right skills, and needs to train the people properly on the technology. Telus needs to allow their support people to make decisions, particularly if there already is a history of the issue or when the caller has some technical understanding.
