Shopping Discussion

Press 2 for us to call you back

  • Last Updated:
  • Sep 19th, 2018 8:15 pm
[OP]
Deal Addict
User avatar
Jan 9, 2011
3444 posts
3005 upvotes
Vancouver

Press 2 for us to call you back

On hold with Telus for 89 minutes and counting.

So many big companies now have an "instead of waiting on hold, press 2 to leave a callback number. You won't lose your place in line, and we'll call you back as soon as an agent is available." That is such a good idea. Why can't Telus (and all companies where waiting on hold for 90 minutes is common) do this too.

I guess this is a gripe thread, but come on. Sick of waiting on hold on a Friday night.
18% = GTA residents as a proportion of Canada's total population
97% = chance that an RFDer lives in the GTA when he posts something location specific, without giving a location

Were you hit with surprise customs/import fees on an Amazon.ca purchase?
23 replies
Deal Addict
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May 22, 2016
1605 posts
295 upvotes
Ontario
Telus in Ontario has the worst customer service.
Deal Addict
Jan 18, 2013
1851 posts
595 upvotes
B.C.
Google the support line for roaming - it should be a 416 number - unless they've discontinued the service.

They're awesome and totally not useless - but if the person who answers in't cool they might not help you with your not-roaming related issue.

All bets are off if it's about phone/tv service.
[OP]
Deal Addict
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Jan 9, 2011
3444 posts
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Vancouver
Of course they'll answer the roaming line. People who call that line want to give them money. I have Telus home internet. Trying to cancel the unlimited bandwidth that I'm paying $15/month for. It's almost like they know what I'm calling about and are deliberately not answering. The recorded message estimated 60 minutes. I hung up earlier in the week when they said the same thing because I didn't have time. Up to 137 minutes now
18% = GTA residents as a proportion of Canada's total population
97% = chance that an RFDer lives in the GTA when he posts something location specific, without giving a location

Were you hit with surprise customs/import fees on an Amazon.ca purchase?
[OP]
Deal Addict
User avatar
Jan 9, 2011
3444 posts
3005 upvotes
Vancouver
180 minutes! 3 full hours! Still holding. My whole Friday evening from 8:30 to 11:30. Taking bets how much longer I will hold for.
18% = GTA residents as a proportion of Canada's total population
97% = chance that an RFDer lives in the GTA when he posts something location specific, without giving a location

Were you hit with surprise customs/import fees on an Amazon.ca purchase?
Deal Addict
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Jan 3, 2014
2387 posts
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Vancouver(ish)
Kiraly wrote:
Sep 15th, 2018 2:33 am
Aaaaaaand, after 181 minutes, BEEP BEEP BEEP BEEP BEEP BEEP BEEP. Cut off.
...yeah...your call was likely mishandled by the IVR and stuck in a 'ghost queue' of sorts and not answerable. Remember....
tomorrow is another day.
Proud RFD member since January 31, 2007. Feel free to add 3,034 to my post count.
Deal Addict
Aug 29, 2011
3577 posts
1225 upvotes
Mississauga
It would be great if you could invoice these companies for your wasted time.
[OP]
Deal Addict
User avatar
Jan 9, 2011
3444 posts
3005 upvotes
Vancouver
Got through this morning after 5 minutes. Agent said that there is a system that will prompt you to enter a callback number after waiting on hold for 10 minutes. Sigh. I told him there was no such prompt last night. I think ALLCAPS is right, stuck in ghost queue.

Agent said he'd cancel my $15/month unlimited internet. Not sure I believe him. To avoid having to call in again if the request doesn't go through, I changed my billing credit card to my $0 balance Mogo prepaid, ha ha.
18% = GTA residents as a proportion of Canada's total population
97% = chance that an RFDer lives in the GTA when he posts something location specific, without giving a location

Were you hit with surprise customs/import fees on an Amazon.ca purchase?
Deal Addict
Sep 20, 2008
1251 posts
288 upvotes
Kanata
Kiraly wrote:
Sep 15th, 2018 1:47 am
Of course they'll answer the roaming line. People who call that line want to give them money. I have Telus home internet. Trying to cancel the unlimited bandwidth that I'm paying $15/month for. It's almost like they know what I'm calling about and are deliberately not answering. The recorded message estimated 60 minutes. I hung up earlier in the week when they said the same thing because I didn't have time. Up to 137 minutes now
Number of years ago, i got a rogers cable box for Christmas. Went to activate it, but of course on Boxing day (or the 27th, I don't remember) the lines were busy with many others trying to do the same thing. Wait time would have been hours. Called and pressed the option to pay a bill and had someone in less than two minutes. Told them what I wanted and they transferred me to the front of the line.
Deal Addict
Mar 13, 2005
1239 posts
48 upvotes
Wait times for koodo (ie telus sister company) are long too. BUT someone here on rfd mentioned in koodo deals thread that if you pick the option to activate a new phone/account they usually answer quicker.

I have tried this 3 times now and the call was answered within 5 mins each time. Others from rfd have complained that they have been hold with koodo for an hour plus.
Deal Fanatic
User avatar
Dec 28, 2007
5073 posts
1458 upvotes
Alberta
I honestly think that they do this on purpose when you call to cancel. They are hoping that you will give in and hang up. The last time I called it was over 2.5 hrs. Glad I had a speakerphone option on my phone. Watched TV, surfed the net while they played music to me. These clowns couldn’t hire more than one person to answer the phone?
Deal Guru
Feb 9, 2012
13587 posts
2306 upvotes
Toronto
Just put your phone into speaker mode and let the music play. (hopefully loud enough so you can be hands free and still hear it well)
Then go off and do other things (ie sort laundry or whatever...) while the phone is chiming away to their finest hold music (lol)...
Deal Addict
Mar 21, 2010
4171 posts
1014 upvotes
Toronto
Kiraly wrote:
Sep 15th, 2018 1:28 pm
Got through this morning after 5 minutes. Agent said that there is a system that will prompt you to enter a callback number after waiting on hold for 10 minutes. Sigh. I told him there was no such prompt last night. I think ALLCAPS is right, stuck in ghost queue.

Agent said he'd cancel my $15/month unlimited internet. Not sure I believe him. To avoid having to call in again if the request doesn't go through, I changed my billing credit card to my $0 balance Mogo prepaid, ha ha.
That might work... but if they're really incompetent, they might keep trying to charge it, keep adding additional fees and eventually send it to collections?

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