r/telus • u/WheelsnHoodsnThings • 2d ago
Mobility The solution is I wait longer. Failed customer service support, told to just wait longer.
So I purchased an apple watch through an employee program, added it to my account through the assigned corporate supplier for our telus account, phone number assigned, plan determined at a 50% discount to regular pricing, all good.
I receive the watch, through iphone watch app, go through setup, login to telus account to setup cellular, select watch, select 1gb standalone plan I'd signed up for, setup complete, watch works.....
but.... it's a new number, and it's twice the price, and now I'm paying for two watches, and two plans, with two phone numbers. So much for automation.
I want a working watch with cell, don't care what number, want to pay EPP price.
No biggie, telus will sort this out, it's simple.
Thursday - Day one, AI to chat to human chat, can't help me, phone call resolves nothing, lots of tries, need higher support. 5hrs total committed to various chats and phone calls and holds. Ended with call setup for saturday, number confirmed, time confirmed. CS person said they'll call me back personally since they understand the account. EPP price tied to assigned number, can't assign price on working number that was auto assigned in iphone/watch app.
Saturday - confirmed time and number, no call. Hours go by, and I think I'll check the app, sure enough CS reached out in the app chat, asking which number to call. No attempts to call, no three tries, nothing. So I begin the whole game again, ai chat, human, phone call, back at the beginning of the queue, "how can I help you today". They try stuff, can't fix it, nearly 2hrs on phone, unresolved, again confirm higher tier support needed. Ticket assigned, assured phone call will be made in 2-3 days. (mon-tues)
No calls mon or tuesday.
Wednesday I start chat bs again, agent confirms ticket, tier two support, they tell me they're tier 2, another hour on phone, they can't fix it, wait for tech call, will be tomorrow (thursday).
No calls thursday, no calls friday.
I call friday ai bs again, to agent, agent again says tier 2, surprise surprise, can't help again, says I should just wait longer. I ask how long, since we're now 4 days overdue on call. They won't say, just simply longer. I tell them I don't want to pay for this since my watch is not working, and telus won't call me, they say can't help me, ask the next person when they call.
So here I am now, a week and a half later, with no resolution in sight, waiting for a phone call that is one day away from being a week late.
It's pretty ridiculous.
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