As you may know, my mobile phone provider is Telus Mobility. I have used them for years and for the most part, I’ve been content. Not excited, not angry, just content. I did write about some text message troubles I had back in January though, and noted:
…there was absolutely no wait time to talk to someone (minus the stupid speech recognition menu which took a couple minutes). This is a BIG improvement for Telus…normally you have to wait forever!
On Friday, I had another somewhat similar experience. My text messaging was not working as expected, so I called support. Right away I talked to a friendly lady who told me they were experiencing troubles in Alberta and B.C. with text message delivery. She connected me to network services anyway, to see if my problem was something more.
After about 15 minutes of waiting to talk to someone, I gave up. I hoped the problem was simply what the first lady had told me – temporary delays. Turns out she was right – my messages started working again late on Friday, and I started receiving a bunch of messages yesterday and today that were not delivered over the weekend.
As I walked in the door tonight around 7 PM though, it got even better! My cell rang and when I answered I was greeted by a recorded message from Telus Mobility. Turns out they were very sorry for the delay I had experienced Friday, and to apologize, they credited $5 to my account.
That’s the kind of thing that will make me a happy customer instead of a content customer. They went the extra mile. Well done Telus Mobility!
7 thoughts on “Telus Mobility Impresses”
I wish Bell Mobility were that easy to deal with so I could be more than just a content customer.
It could be worse – you could be using Rogers! haha…from what I hear, they aren’t very helpful either.
Actually, Rogers is surprisingly helpful. Their intro menu is a bit cumbersome, but for the most part, they resolve your issues right away.
The other thing I like about Rogers is that if there is a service problem or something, there is normally a pre-recorded message that indicates what area is being disrupted and approximately how long it’ll take to fix the problem.
All in all, I’m fairly satisfied with the service.
You got lucky. Telus has replaced a lot of their customer service people with cheap overseas labour, and now they’re manipulating copyright law to hush it up.
Thanks for the link Matthew.
I just got off the phone with a client service representative at Telus Mobility. The good news is that…