telus or rogers?

[Tinkerbell]

Which company would you go for for cell phones?

[MiG]

Neither
I'm with Fido
I'm one of the lucky ones that signed up for the City Fido Plan that no longer exists. Unlimited incomming and outgoing calls within the city of Toronto.;)

[LadybugEwa]

I've been with Telus for years, was going to switch to Rogers but when Telus found out they texted me an offer I couldn't refuse :D
In my usual areas, their coverage/reception is exactly the same. Bell is actually slightly better (in the areas of my work/home/friends).

[Tinkerbell]

Im with telus right now, and have not been pleased with their customer service.
ive heard some bad stuff about rogers too, but im pretty set on leaving telus. its a loooong story but ill post it anyways :D

a couple weeks ago, i dropped my blackberry. the phone was fine..worked fine..only issue was a tiny crack int he ZERO key.
so i took it in asked if they could get it repaired.
nope..would have to buy a entire new phone for $250. he said i would still be able to keep the old phone..because it was mine.
so..i thought well if i can sell the old phone for 250 and recover my costs..why not.
So i oderd the new phone..and had to pay up front. it would be in on wednesday.
In the mean time i found a buyer for my old phone...and we agreed to meet at telus on the friday.

on wednesday my new phone came in..i went to pick it up...asked the sales person to clear my old phone off so the new owner could take over.
she said no..they were going to take my old phone.
i said..i had been told that i could keep it.
she said nope..the way i got such a good deal (250) on the new one was because i was giving up my old one.
i said i had been told i could keep the old one, had i been told to give it up i never would have orderd it because the old one works fine.

she called up the manager..and asked if i could keep my old one. he said no. she asked if i coudl then get a refund on the new one..keep the old one and give back the new one. he said no.

so i was stuck between a rock and a hard place..with no options but to leave with the new phone. and leaving my old one at the store
left in near tears . Called up telus from my car to see how much it would cost to buy out my contract.

$780!!!!!!!!
but..if i found someone to take over my contract i could leave free. the person would then be able to change up my plan to suit their budget.

went home completly stresed..not touching the new phone...eventually told my parents what had happend..my mom who has been with telus forever..was furous..said i needed to contact the BBB and call telus and tell them again what happend and she was mad.


So i did contact the BBB... and then i called telus the next day after calming down a little..
explaind the situation..what had happend what i had been told.

he told me a few things.

1) i should have only been charged $125..not $250.
2) The reason i was getting such a good deal was because yes in fact i had to give up my old phone..AND that i was agreeing to exstend my contract.

well no one told me about hte contract exstentsion. and in fact the store had not done this. and 2 i had been told i could keep the phone.

so the guy on the phone told me to go back into telus and explain the 125 thing..that if they didnt belive me to get them to all customer service. and maybe i could figure out with the manager what to do about hte misinformation.


so i did go back down to telus after work that day. I finally get to talk to the manager.
first thing he said to me?
"You are not getting any money back!!"
I explained to him that telus told me the phone costs $125 not $250. he said no theres taxes and shipping and handeling that it all adds up to $250. i told him that to call customer service like they asked.
and he said no. he would not call customer service.
he said he could refund me $80 dollars because customer service misinformed me.
i said thats not good enough..YOUR worker ALSO misinformed me.
I said he told me i could keep my phone.
he said "yeah i talked to him yesterday..and he did miss inform you"
i said "so i want my old phone and my $250 back..you can keep your new one "
he said "thats impossible i dont have it anymore we shipped it back to telus its not in the store"
well how do you argue with that.
but i did. i said "if thats the policy thats the policy but i had been informed that i would not be able to keep the phone i would never have orderd the new one.. I am now out $250 and you need to fix that.. because you guys messed up"
he again said that he could refund me $80 dollars..best he coudl do.
i said "no i want my old phone and my $250" byt his point he was just fed up
he stood up walked over to the purilator man who was takeing some packages..picked up a package opend it up..and theres my old phon that he "no longer had..wasnt in teh store it had been shipped back to telus"

he refunded my money.

but i have lost any will to stay with telus. Yes it was a indepnedent store from telus and not the telus corporation..but since i have relayd the story to telus they didnt even seem to really care that much.

So im hoping to switch to Rogers when the new blackberyr bold is released.
unfortuantly if i dont find someone to take over my contract with telus..im out $780..but i guess i can live with it :)

[LadybugEwa]

What an awful experience - I understand why you'd want to switch :banghead:
But maybe call customer service, update them on your second visit to the store, and tell them you're switching BECAUSE of this.
I was surprised when I told them I'm switching. Within 2 days I had a text message from them with a great plan offer. So I stayed :dunno:
May be worth trying, even if nothing positive comes out of it, the franchise manager will get some bad rep with the head office.
Just remember to be calm and objective when you state your case. Good luck :)