FlexPost Dateline: Vancouver- July2nd, 2010

Today I had to call Telus on behalf of one of my new customers. They were adding call forwarding on their single business line.

I know what they're going through. Now I'm an easy going guy, but isn't it amazing how fast you can get SO exasperated when you feel powerless? Like when you have to do or follow a process or procedure that you just know is most likely destined to end In failure through no fault of your own ? No matter what you may do or say? Fridays just can't come soon enough.

I had to call in to Telus's sales department. We often do this at TMSi because it's so painful for the customer to do it. Honestly, I have to say I should do a YouTube on this so you can hear it yourself.

Since The Phone Company has outsourced much of its business activity to subcontractors both in North America and in the Philippines and elsewhere, the customer service there has sank lower then British Petroleum stock on the New York Stock Exchange.

Once I pushed two for sales and had to enter the customer's phone number couple of times I was finally told that all agents are busy due to high call volume, and that my estimated wait time was 53 minutes. That's right, 53 minutes!

Then they hinted that perhaps it would be faster if I just went to their website, and take care of business myself on their easy-to-use website. About a half an hour later, I was still searching endlessly on their website for a link that would never take me to where I really wanted to go - which was to order something from them and pay them money.

When I did finally get a call back from an agent after an hour of time- I finally selected a feature that would allow them to call me back in an hour or so- I had a pleasant person sounding like she was from perhaps the Philippines that took my order. SUCCESS! Yes!
IT WAS WORTH IT!

Now, I'll admit, I got no e-mail confirmation that she had got my order correct ( she said they don't do that) and the next day when the order was installed it was wait for it...incorrect. Two more days of becoming a virtual Telus slave. I managed to get the order corrected although it was wrong two more times before finally getting corrected.

I'm not sure how the company manages to stay in business. I'm presuming it's because they're not as interested in business lines for local small and medium-sized businesses but they are much more interested in mobility solutions because I guess that's where the money is.

Needless to say - companies like mine are doing well mopping up the frustration and anger that is spilling over onto the Telus table of lost opportunities.

Warmly;

Tom Mac Donald,
Owner TMSI
c. 604.720.8102
d. 604.571.6405
f. 604.571.6455
e. tmacdonald@tmsi.ca
w. www.tmsi.ca