Please hold for service...

I am probably one of many individuals who have been "on the line" with Telus, trying to ask a simple but necessary question regarding service.   

I recently needed to get service at my home, but was informed I could only get the copper service as fibre optic was not available at this home. Needless to say, I did not know this until my schedued appointment with the tech at my home made me aware of this small detail, therefore, telling me I had to reschedule a fibre technician as he was not trained in that area.   

I had waited two weeks for him to get there, and now I had to re-schedule?   

I tried several times to reach customer service, but that is like waiting for paint to dry. You cannot talk to a local person at all. 

Any Telus outlet will even tell you they cannot help you – you need to call customer service. Why are they even there?

I spoke to someone in the Philippines and then someone in Guatamala regarding an address two streets away from me! Most times, wait times on the line are more than an hour.   

Once a person actually takes my call, I am told I need to be transferred to a different department.

Telus has to get its act together. I hear nothing but horror stories. 

The reps are nice enough once you get to one, but that is the problem – getting one!

I hate the thought of even trying to contact them if there is an issue. 

Service is a thing of the past. It is all about outsourcing and saving money for the money-hungry companies.

As I write this, I've been on hold going on 1 3/4 hours.    

Shae Mason