There was a Telus Mobility promotion during the month of March - you could get a new iPhone 4S for free with a new contract. I spoke with them at the end of March and indicated that I was interested in the deal but wanted to actually see the phone before I committed to another 3 year contract (btw I have been a client of Telus since it was called Clearnet!). It took me 4 days to get to the store and by the time I did get there the deal had expired. information that would have been helpful when I spoke with the rep.
Here is what should have happened:
Me: "Hi Telus Mobility, I am a goof and missed the $0 iPhone 4S which was advertised last week. You can probably see that I called in last week to talk about it as my contract is expiring soon and I have an iPhone 3 which is on its last legs. Is there anyway you can turn back time for me and get me the phone for $0? Maybe we could do a credit for $79 (the new price)"
Telus Mobility Rep: "I am so sorry you missed the deal. We should have mentioned that it was expiring when you called last week. I can see here that you have been a loyal Telus customer for 13 years. To be totally honest you are one of our longest lasting customers and we want to do whatever we can to keep your business. I see that this would be only your third phone with us over that time period! And I see that you consistently go over your rate plan every month in a way that no matter what plan you are on - we are able to find a way to charge you extra air time / data usage. Let me give you a $79 credit, we can order your new phone right now on the phone. Thank you Tassi for returning to us time after time."
Me: 'Wow - thank you so much! I knew you guys would value me as a customer and find a way to comp me the phone. Phew - I thought that I was going to have to leave you and go to Rogers like everyone else."
Here is what DID happen:
Me: as noted above.
Telus Mobility Rep: 'Why are you so goofy? The deal is over and it is your loss. There is no way I can help you. Maybe you should check your calender more often and prioritise getting to a telus store between parenting three small kids and working full time at a shift work job. Slacker" *
* I should clarify that this is what I heard - she was speaking PR speak and essentially this summed up the sentiment.
Me: "Really? You are telling me to pound sand? Unbelievable! I have been with you guys since Clearnet! Are you sure you can't find a way to make this work?"
Telus Mobility Rep: "I will bump this up to the next guy on the ladder - but trust me you are screwed. We don't value you."
On hold for THIRTY minutes waiting for 'up the ladder guy".
Telus Mobility Rep: " We can't help you. Stop being so lazy... Oh I see you've been with us for 13 years... well how about we split the difference? We will comp you $40"
Me: "Nope - I have now lost 30 minutes of my life trying to get Telus to keep me as a customer! I always thought that you guys were in the business of getting new contracts not making life difficult for your customers!"
In the end, after another call to upper management I got my phone with the $79 credit on my account. Really Telus? I expected more and in the end I think that I wasted more than $79 in staff and management time... why can't you just do the math up front instead of driving your clients mad trying to get some acknowledgement that they are valued????
