I want to first say I have been a customer since the age of 16 with TELUS (then Clearnet). I have constantly promoted them to friends and family. I personally have 3 lines under my name and my mom and sister whose accounts I manage are also with TELUS. Any friends I have come across, I have always made them switch to TELUS and over the years this accounts to well over 40 people. Sadly the 5th of November will go down as a new beginning and the end of a decent era. It seems TELUS has decided to turn their back on their ever so loyal customers after years of support. As many of us that have stayed on CDMA we have always had to put up with phones coming out way after their GSM counterparts IF they even come out at all. We have slower speeds on our 3g network; we lack some features that are standard to GSM phones. Yet a lot of us have stuck with them.
November 5th was supposed to beginning of a new era at TELUS where we could get all the latest and greatest and continue with the great customer service we were used to. TELUS has decided to release TERRIBLE rate plans. Force anyone that wants to move to the new network to pay almost double for less. To me and many others , this is completely unacceptable. Most of us who frequent the blogs and forums were well aware that we could not keep that special $15 unlimited data that was released to price match Bell’s $7 unlimited data for the HTC Touch. The problem is you are not offering anything remotely decent to your long-time customers. I have been told that the following plans are data add-ons $25- 500 MB, $30- 1GB, $40- 2GB, $50- 3 GB. Now for someone who was paying $15 for unlimited, to ask them to double their cost for 1gb of data is sad. Smartphone’s use more and more data with all the Facebook, Twitter, MySpace, MSN, blackberry messenger and web browsing. I have a Blackberry Tour 9630 and an HTC Touch Pro2. I easily hit 1GB of data on web browsing on my Touch Pro2. With this structure I would have to pay $40 for 2GB of data and this does not factor in my voice plan. I understand that now tethering is included but MOST people don’t tether, I know I don’t. Why should we be penalized for the fear of people tethering? How about a $15 or $20 plan that included 2 or 3gb of data (no tethering)? Mobile companies have said for years that over 80% of their customers are basic users. If this is true, then it shouldn’t hurt the company to allow those with great data plans to continue on the new network. The IPhone we all understand is an exception (even though those plans are terrible also) we do accept that none of our Loyalty plans will work with it. There is no excuse for all other Smartphones.
As a former employee, I can speak with firsthand knowledge that TELUS refuses to be a leader and just follows. Every bulletin I ever saw issued at TELUS said “In response to “. Try and be a leader for once. Bell is allowing their customers to transfer their data plans to the new network, why can’t you do the same? George Cope left and it seems all ambition went with him. For the first time in my life I am seriously contemplating going to Bell.
The new network has brought about tons of holes on your website. While usually I am willing to accept something new will have some issues, this is a constant issue with TELUS. In the department I worked, there was always missing info, info in the wrong place, items for sale that should not be for sale. Does ANYONE do quality control for the website? Bell has announced video calling as unlimited for $5 a month. Your website states $0.35 pay per use. Is this the pricing? Is there really not going to be a unlimited option? Or do we chalk this up to another error on the website? Next you have decided to make available a tool for someone to check if a phone is compatible with the new network. This is a great idea and very useful to customers, 2 problems though.
1. No clue how or where to find it. This should be on the main page.
2. It doesnt work
Prices have steadily increased as time has gone on. Unlimited text, pictures and video messaging used to be $10; it is now up to $15. Evenings and weekends once upon a time were 6pm, they are now 9pm and it cost $7 to back up the clock. Voicemail and Caller ID are each $7 if I’m not mistaken. Once upon a time these were free and included in all rate plans. I think this is why Wind threatens you. Wind included all of these in their rate plans for less and you used the CRTC to block them. The CRTC is useless themselves but that another article for another time.
Bell is offering a discount if you switch from another carrier. The discounts are broken down as being 5% for a 12mth contract, 10% for a 24mth contract, and a 20% off a 36mth contract.
What does TELUS offer? A $50 Future Shop gift card. This is not even remotely competitive anymore. Bell used to be the whipping boy and is really surpassing you in every aspect at this point.
Just two more thing before I end this. There is a significant subsidy if you sign a 3 year contract. My question is if someone has been with you for 3 years without signing a contract, why can’t they get that subsidy after? Instead of owing you 3 years, they have paid it to you up front. I would really love to hear a response on this one.
I also would like to know why there is an activation fee of $35? I am offering you my business, yet you want penalize me $35. This defies logic and I can never comprehend it. This is something that really need to be changed or at the very least lowered.
All customers feel free to sound off in the comments section or on the forum here. TELUS there is a contact us tab to the right. Please feel to address us I would love to hear a response.
Sincerely,
Your Customers
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Letter to Telusmobility
Originally Posted by tomtomtom
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