Leaving Telus - Part III                                           2011/01/16

I've worked for Telus. Twice. And quit twice. The first time I left 
because after 6 months as a temp in their ADSL call centre I was 
eligible for a full time position. The resume I submitted was a 2 page 
rant on all of the things deeply wrong with the company. They offered me 
the job. I left 5 minutes later. The second time I was in a part of a 
business unit being downsized. I was too important (apparently) to be 
offered a package, so they found me a new opportunity. I managed to 
stick around for 8 months and in that time had to live out every episode 
of "The Office"/ It's not nearly as funny as you'd think.

Before I left that second time, I signed up for a 3 year cell phone 
contract at my employee pricing. That contract came to an end on Jan 
15th, 2011. Knowing how Telus operates, I had to assume that the end of 
a contract would mean different things to Telus than it did for me. I 
assume at the end of a contract, the services and payment commitments 
for both parties should be at an end. If I hire a plumber, I don't 
assume that he keeps showing up to do more plumbing after he gets paid 
and I don't have leaks. Telus believes at the end of a contract, they 
need to keep getting paid.

Dec 14th, 2010 I called Telus to ensure that on Jan 15th, 2011 my cell phone 
contract would end and it would be disconnected. I reached a nice person 
who had a penchant for probing into client's personal lives. After 
asking me for my client number, amount of my last bill, my address in 
full, and my birthday I finally said "enough!". I refused to give him my 
drivers license number. He refused to continue the call. I hung up and 
called in again. I had great experiences with the front line people, but 
each time I got transferred to Loyalty and Retention, my blood pressure 
spiked and I hit a brick wall.

The second person and I got as far as "why are you leaving Telus". I 
said it wasn't any of their business. He said it helped them do business 
better, so I had to. I said I didn't in fact have to do anything, but he 
did have to ensure my contract would be canceled. He said he wouldn't 
without a valid reason. I hung up again.

Third times the charm I thought. One more try, it had to work. I did 
some yoga breathing and made the call. I had even come up with a 
"valid" reason to make this go better. I don't actually try to make 
people hate their jobs, or want to get angry while talking to someone 
who works in a call centre. I really just wanted to end my financial 
relationship with Telus. So I give all of my private details so there's 
no question about who I am. I get ready to give my "valid" reason, and 
think I'm golden.

*slam* Brick wall

He wouldn't accept it! He wouldn't take "cancel" for an answer. "But you 
have an amazing plan"... "I don't need it or want it", I said. "But they 
don't make plans like that anymore"... "but I don't use any of the 
features of the plan", I said. "You should give this plan to someone in 
your home"... "I don't have anyone that would want this plan in any 
aspect of my life". You would think that would do it, but it didn't. He 
kept going. trying every angle. I asked him to stop. "Stop talking and 
cancel my plan", I said... but he wouldn't stop talking. After 45 minutes 
of this I got out of him "Your plan has been cancelled but we can 
still...." that was what I was waiting for, and I hung up! Yeah! Mission 
accomplished! I was free!!

Today it's Jan 16th, 2010 and my cell phone still works. I called Telus and 
Donna was really great. The front line people are grand. She tells me 
she has to pass me through to Loyalty and Retention. I stopped her and 
shared the results of my experience with that department to date. She 
was very apologetic but had no access to the tools required to cancel my 
phone. I got "Harish"... Hareesh? Whorish? whatever.

Harish is an asshole. All the above people were really bad, but Harish 
is an actual asshole.

He asked me for my reason. I told him it was the end of the contract and 
that's all he needed. He proceeded to tell me in order to improve their 
services I was required to give an answer. I explained that I didn't in 
fact, and that if they were interested in improving their services they 
should perform the requests their clients ask them to... do your job. He 
started yelling, and I told him to calm down and not raise his voice. 
That really got his goat. With a button that big posted around his ego, 
I admit I pushed it with glee, but within the parameters of etiquette. 
He's an immigrant. Heavy accent. Nigerian I'd say. (I did not ask him 
about his spam history.)

Harish started to threaten me. "If you don't shut up I won't cancel 
you're phone." "If you say another word I won't cancel your phone. And 
you do have to answer every question." I asked if threatening clients 
was a normal part of his day. After 3 minutes of silence (I assumed he 
was actually doing his job and being so close I did manage to keep my 
mouth shut) He ended the call with the obligatory "Is there anything 
else I can do for you". "Oh, I get to talk now?" He had hung up before I 
finished the sentence.

Remember kids, it only takes 5 minutes to sign up for a 3 year contract 
with a pretty phone, but closing out a contract could cost you a lot more.

MsO