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The Pitfalls of Telus Customer Service: A Frustrating Experience Unveiled

Actualizado: 26 ago 2023

Telus employee
Telus customer service

In today's interconnected world, telecommunication services have become an integral part of our lives. Among the prominent providers in Canada, Telus stands as a major player, offering a wide range of services. However, behind its vast network and reputation lies a disheartening reality for many customers who have experienced what can only be described as "pathetic" customer service. In this article, we delve into the pitfalls of Telus customer service, shedding light on the frustrating experiences faced by consumers.

  1. Long Wait Times and Inefficient Support:

One of the most common complaints regarding Telus customer service is the exasperatingly long wait times. Customers are left hanging on the line for extended periods, leading to mounting frustration. This delay not only wastes valuable time but also highlights a lack of consideration for customers' needs. Moreover, when assistance is finally provided, the support often falls short of expectations. Representatives may lack the necessary knowledge, offering vague or incorrect information, exacerbating customers' frustrations.

  1. Ineffective Communication Channels:

Telus Support offers various communication channels for customer support, including phone, email, and live chat. However, these channels often prove ineffective in resolving issues promptly. Email responses can take an unreasonably long time, leaving customers waiting for days or even weeks for a resolution. Live chat support, on the other hand, can be plagued by technical glitches or unresponsive agents. Such inadequate communication channels create an impression of indifference towards customers' concerns.

  1. Lack of Empathy and Accountability:

Customer service is not just about solving technical issues; it's also about displaying empathy and accountability. Unfortunately, Telus often fails to meet these fundamental expectations. Many customers have reported encountering rude or dismissive behavior from Telus representatives, leaving them feeling disrespected and unheard. Moreover, instances of unresolved problems without any follow-up or proper escalation procedures reflect a lack of accountability on Telus' part.

  1. Billing Nightmares and Hidden Charges:

Billing discrepancies and hidden charges are additional sources of frustration for Telus customers. Many have reported incorrect charges on their bills, leading to long and arduous battles to rectify the errors. Some customers have experienced sudden increases in their monthly bills without prior notification or justification. Such situations not only waste customers' time but also create an atmosphere of mistrust and dissatisfaction.

  1. Inadequate Solutions and Lack of Proactive Support:

Telus customer service often falls short when it comes to providing satisfactory solutions to customers' issues. Many customers have expressed disappointment with the lack of proactive support in resolving complex problems. Instead of taking ownership and actively seeking solutions, Telus representatives may resort to quick fixes or temporary workarounds, leaving customers to deal with recurring issues. This lack of comprehensive and long-term support further contributes to the perception of poor customer service.


While Telus may boast an impressive network and a wide array of services, its customer service has left many customers disheartened. From long wait times and inefficient support to ineffective communication channels and a lack of empathy, Telus has failed to meet the expectations of its consumers. The presence of billing discrepancies and the absence of proactive solutions have further compounded the frustration. As customers, it is crucial to voice our concerns and demand better service standards to ensure a more satisfactory experience in the future.

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