[ALL] TELUS stars in Dumb & Dumber in Telus http://www.dslreports.com/forum/r21165312 en Sat, 04 Jul 2009 19:25:21 EDT Sat, 04 Jul 2009 19:25:21 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21381846 BndwdthBndt : que_ball, you are talking like you work there... :p]]> http://www.dslreports.com/forum/remark,21381846 Wed, 05 Nov 2008 16:59:16 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21317984 anon : it really depends on the tech who answered your call. experienced techs is usually online on evenings til 6am.. i usually called in the mornings but was answered by a rookie.. he wasnt able to resolve my concern within an hour.. when i tried an evening rep, he figured out whats goin on and resolved it in 5 mins.. just some tip]]> http://www.dslreports.com/forum/remark,21317984 Fri, 24 Oct 2008 04:48:58 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21312191 anon : At least if you are getting the run around and just want someone to take their time and look into the problem for you it's a good strategy. The people who tend to take those shifts also don't seem to care about their average call time stats so they won't be looking to dump the call. Their manager may give them a hard time every month for the poor stats and long calls but they tend not to give a damn. Besides if you are working midnights there are no managers around to bug you about your stats and nobody monitoring the call queues to make sure people aren't on the phone for too long.

-- i beg to disagree]]> http://www.dslreports.com/forum/remark,21312191 Thu, 23 Oct 2008 04:17:57 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21269304 que_ball : Insider Tip:
If you are desperate to talk to someone who isn't fresh out of their new hire training course.

Call them during the graveyard shift 1am to 6am. Their shifts start at midnight and go to 8am but there are still some night staff left working 5pm-1am shifts and the early relief crew starts showing up for the 6am-2pm schedule slots.

They won't let inexperienced CSR's take those shifts because there are so few staff during that time and nobody is there to help them when they get stuck. Usually only 3-6 people working on the phones at these times.

Downside of this plan is that they often loose access to some tools because the mainframes are taken offline for nightly backups and batch jobs. Also they will not be able to get any tier 2 level help. Though they get a pager number to call if there is a major outage to get a system engineer out of bed. :D

At least if you are getting the run around and just want someone to take their time and look into the problem for you it's a good strategy. The people who tend to take those shifts also don't seem to care about their average call time stats so they won't be looking to dump the call. Their manager may give them a hard time every month for the poor stats and long calls but they tend not to give a damn. Besides if you are working midnights there are no managers around to bug you about your stats and nobody monitoring the call queues to make sure people aren't on the phone for too long.

Another tip. If you are talking to someone working a graveyard then ask them if they went and got all the headset extensions and plugged them together so they could wander around the office while waiting for the next call?]]> http://www.dslreports.com/forum/remark,21269304 Wed, 15 Oct 2008 04:37:40 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21269210 anon : be nice ppl.. ]]> http://www.dslreports.com/forum/remark,21269210 Wed, 15 Oct 2008 02:56:39 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21226825 river_ratbc : unfortunately the squeaky wheel gets the oil. You may have to resort to screaming to get a tech out to the house. ]]> http://www.dslreports.com/forum/remark,21226825 Tue, 07 Oct 2008 00:59:19 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21226225 Xtort :
quote:
I do not not know much about ADSL but here is my understanding of the situation.


OK, so did you actually think that screaming at a CSR was going to fix a problem with your speed? That is above their abilities. I think common sense should have came into play when most people are told that their distance from a CO is going to be the major factor in how someones service is going to work. If they did not tell you, asking would be part of using common sense. I'd be satisfied with getting a 1 MBit service instead of 56K. 1 Mbit is also within the speed tolerance of a 1.5 Mbit connection, so you can't complain a lot about that.

If you have been at this for over a year, I would have told you to look at other viable options a long time ago if I knew this was how long the problem went on for.
--
GA-X38-DQ6 / Q9450 @ 3.52 / 4GB Mushkin Black PC2-6400 / 9800 GX2]]> http://www.dslreports.com/forum/remark,21226225 Mon, 06 Oct 2008 22:34:52 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21200377 AiMnDtel : Update:
I finally got a satisfactory resolution to my ADSL speed problem.
There was no problem with the line.
This is how it was explained to me.
I do not not know much about ADSL but here is my understanding of the situation.
What had happened was that because of my distance to the CO.
That TELUS tech basically tweaked the attenuation, SNR and something to do with voltage on the line,
so that I was getting a 99.7% stable speed rather than closer to the theoretical speed for 1.5 ADSL.
In a sense they did put a governor on my line.
I am getting a stable 1Mb connection speed, as stable as can be on old POTS line.
TELUS also did a satisfactory monthly bill adjustment. ]]> http://www.dslreports.com/forum/remark,21200377 Wed, 01 Oct 2008 19:08:32 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21170557 CR123 : OK, whatever. :hmm:]]> http://www.dslreports.com/forum/remark,21170557 Fri, 26 Sep 2008 00:35:44 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21170424 AiMnDtel : Why should I?
Being nice hasn't helped so far.]]> http://www.dslreports.com/forum/remark,21170424 Fri, 26 Sep 2008 00:02:09 EDT Re: [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21169571 CR123 : Get a tech out. Talk to the tech, and be nice.]]> http://www.dslreports.com/forum/remark,21169571 Thu, 25 Sep 2008 20:49:54 EDT [ALL] TELUS stars in Dumb & Dumber http://www.dslreports.com/forum/remark,21165312 AiMnDtel : TELUS service and communication *****
The long ongoing saga of TELUS
No communication between departments, such repair tickets, installation issues etc.
Service is not much better than a morgue

Went to cancel my ADSL service, bite the bullet on the cancellation fee.
The CSR asked why I said just look at my account it all should be there.
All suddenly another person joined the conversation.
Someone from the loyalty and retention department.
I guess the cancellation word got someones attention.
They offered to upgrade my ADSL 1.5 to 3.0 for the same price as 1.5, such a kind soul.
Especially when I am hard pressed to get 1MB speed
I pointed this out to them, oh they said.
Let's see what else we can do for you.
The best they could do is $5.00 off my ADSL and $10.00 off my phone bill with free call display.
Also offered cheap long distance which I rarely use 2/3 calls a year.
They said it was the best they could do without it being rejected by someone higher up.
Whoopee!
All I want do is to close my ADSL account without penalty which they said they can not do.

Couple days later get a call from a person on the TELUS Management Team(out of Montreal), impressive sounding title.
They said they wanted to fix my internet, because they did not like what they saw.
He wanted to send out a repair tech to check out the repair work which was done last year.
Because my patience with TELUS is running thin.
Basically I told them to **** off in a polite way.

Get your ******* act together TELUS
Or you will be destined to become a DODO bird]]> http://www.dslreports.com/forum/remark,21165312 Thu, 25 Sep 2008 06:01:15 EDT