Poor Service - Telus

Today's entry is not particularly positive or interesting - it is a rant.  So you might want to stop reading now.  But I want the story out there so that the company involved can maybe read it and learn.  So that the public can read about my experience.  Public pressure, there is nothing better than that to get organizations to act and admit issues.  So here it goes...

Over the last month or so I have been frustrated with my Internet Service Provider, Telus.  I have a very short fuse for poor service.  The reason for this, I believe, is that I have worked in customer service for one of the world's largest IT companies my entire working career - as a call agent in a call centre, in technical support, as team lead, as a manager.  I've dealt with customer issues, seen internal processes and measurements negatively impact performance.  I've seen process, and resulting IT system, changes not thought through completely, or tested completely, cause front-line problems.  These service groups are the face of the company, the first line of contact, the first impression that customers have.  They need to be efficient, professional and courteous.  They also need to take "it" from customers sometimes and that is hard to do.  Hard.  I know it is.

I have had some exposure to what Telus is trying to do with their IT systems.  I know that what they are trying to do is hard and that it involves their entire organization (billing, provisioning, customer service, marketing, etc.).

BUT, BUT, BUT I am a customer and I am frustrated.  So here is my story.

About a month ago I wanted to access my internet account information online to view my bills.  I went to the same old site I've been going to for years and was advised that a new site had been developed....fair enough.  I tried logging in and got this message:

Access no longer available

We have recently merged our telus.com and Internet Services Web Sites.  As a result, you no longer have access to this account.  Please contact the account owner to administer the account.  We sincerely regret any inconvenience this may have caused and thank you for your patience and understanding.  (CCR56E)

Problem 1:  I am the account owner.

Problem 2:  There is no mention in this system message of whom I need to contact for help or how to contact Telus.

Problem 3:  Internal system issues should not cause a problem for customers.  Existing accounts should be transferred to the new system.  Don't expose your system limitations to your customers and have them inconvenienced.

So I found a link on Telus' website where one can submit a problem via email.  I was advised by another message that I would here back within one business day.  I wish I could remember how long it took, but it was at least five days and the answer I got was a generic paste of information that was of no help whatsoever.

Problem 4: Stick to your promises.  If you know you can't get back in a business day, change the message.  Set the proper expectations.  Set expectations you know you can exceed.

Finally I called the 1-877-310-4NET number to talk to someone.  I went through all the prompts and was put on hold for an estimated wait time of seven minutes.   I heard a click and the transfer and got a busy signal.  So I had to hang up and try again, go through the prompts again.  The system understood that I needed help with internet account billing.  I got transferred to someone who said they needed to transfer me to the internet team (uh...system?  I thought you understood my problem?).  I got transferred and heard someone pick up but they sounded very, very far away.  I could make out what they were saying, barely, but apparently they did not hear me.  No use.  I hung up.

Problem 5:  Telus' IVR does not transfer people to the right departments

Problem 6:  The technology they use sometimes drops calls (busy signals)

Problem 7:  When the calls do get put through the communication line is poor

So I called the Telus Corporate number on their website to register a complaint.  Telus needed to hear from a customer and I wanted to speak to someone who could act.  My call was immediately picked up by a friendly agent.  I was told to hang on and that I was being transferred to the "escalation team".  They lady tried twice but was unable to reach anyone!  I would be called back by someone that morning.

Problem 8:  What the heck is the point of an escalation team if you can't escalate.  My cynical side feels they are likely swamped with issues.

I did get a call back in the morning from a lady that took all my information and said the problem would be resolved that afternoon.  She left me her number and said someone would be in touch.  That bit was expected service, especially due to a complaint.

I am happy to say that the problem was resolved in the early afternoon.  The chap who called me was helpful and courteous - likely a lead, or more experienced and/or trusted employee.  He did expose to me that there have been some problems in this system transition but that it is for the better and only a one time occurrence.  Clearly Telus' employees are aware of the problems with their IT systems more than us customers.

This is not the first problem I had with Telus (billing errors was another) but I hope it is the last.  Their long distance rates suck, their $4.95 long distance plan administration fee is a scam and I can also tell you that their mobile plans are a complete rip-off.  My patience is wearing thin.

I may have to turf them soon, like I did the Royal Bank of Canada two years ago.  A whole other story...maybe for another day.

My message to the readers is to speak up and let your suppliers of good and services know what you think of their goods and services.  Not just the bad, but also the good.  Provide honest feedback - they need to hear it and care.  Or at least start by pretending to.