Telus stores negative on the Z10
Scarborough Telus store won't let my girlfriend return a 3 day old S3 for a Z10. She's a 5 year vet of blackberry and waited out the launch just to get the new one. I gave her my advice on the top 3 phones which was pretty much she'd be happy with any of them. I'm a die hard bb fan but can't get Z10 until whatsapp and a couple other apps that os7 has, if they ever come. She never uses apps, would never customize a phone or even do an update.. Email, sms, Facebook, Calls Internet and and that's it. On her quest she went to every store in scarborough town Centre, eaton centre and yorkdale mall asking the employees of any company she could find (bell,rogers,Telus,fido,futureshop etc) what they thought of Z10. Out of 40 -50 people she said she talked to 1 guy who claimed to be a blackberry expert said it was worth it, everyone else dismissed the Z10 as horrible hardware and a confusing way to use a phone and "basically subpar" quoting 1 guy in future shop. I told her not to listen to them that the only difference were apps otherwise bb is a better phone if that's what she wants for her business needs. On the weekend she bought the galaxy s3 being talked into it on the spot. She doesn't have much of a backbone when dealing with techie people... For 3 days she feels like a laptop is in her pocket and she wants the z10 now. I could care less what she has (actually told her ip5 is best for her). So today she went back to the store and the desk people even brought the manager from out back to talk her out of changing. They literally opted her into a 30 minute Android tutorial next week when she said over and over she just wanted the Z10 (which she's already played with in store) she booked ut in which is one day before her trial ends and she can't return it ... This is the real life that blackberry is up against, tons of misinformation
- CrackBerry User
02-26-13, 11:48 PM #2
- 41 Posts
That is horrible! I had an opposite experience with Telus in Sudbury. Went in to get a new phone (the Z10) and all three staff that were there said it was awesome and I should have no problems with it. Two of them said they had recently switched to.
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- 02-27-13, 12:25 AM #5
Last edited by Dimitri.69; 02-27-13 at 12:48 AM.
- 02-27-13, 05:41 AM #9
You have 14 days from the original purchase date to return the phone for any reason. This is standard Telus policy, at least here in Quebec. I figure it must be similar in Ontario. They can't refuse you.
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- CrackBerry Abuser
02-27-13, 09:16 AM #15
- 335 Posts
I had the opposite experience at Telus in Mississauga but to be honest it isn't the company saying no - it's the uneducated workers.
She needs to walk in the day of her "Tutorial" or sooner, put the phone on the counter and say "Either you exchange this for the Z10 I want, or you can take it back completely and refund me in full and I will go to a carrier that will sell me one."
If they still refuse, then ask for the manager again.
If the manager refuses - do this one simple thing. Tell them to pick up their phone and call customer retention for you so you can cancel your contract on the spot and get a refund... they are not allowed to refuse you that service and if they do then pick up their business card - states the store locations exact address.
Pick up your S3, dial 611, ask to speak to retentions while still standing in the store, and file your complaint citing they need to call the manager directly at the stores #.
Then watch what happens - and enjoy the bonuses that retentions is about to give you to stop you from leaving.
It costs more to gain clients than it does to keep clients, and Telus does NOT like losing clients. Trust me.
When it comes to customer service there is one simple rule - if they won't do something for you that is within your rights... escalate. Keep escalating until you are either at the president, or get what you want/need.
- CrackBerry Abuser
02-27-13, 09:19 AM #16
- 315 Posts
I had the opposite experience at my Telus store. The guy I purchased mine from said "I have a Galaxy Note and I love it, but I may have to try one of these out. They look pretty slick. We've been selling tons of them. Yours is our last one."
I'd go kick the door down at that place and demand answers for their crimes.
My girlfriend was a pretty loyal iPhone user at one point when we first started dating, even saying "I'm pretty sure everything BlackBerry makes is second to Apple." But now I am hearing her say things like "I think that's going to be my next phone", when we see Z10 ads on TV. Or "I think this is the phone that saves BlackBerry" When she sees me swiping into the hub on my Z10. And "That makes me impressed with BlackBerry" when she sees me multitask on my PlayBook. Slowly but surely... the sheep will revolt.
- 02-27-13, 11:49 AM #18
I'm pretty sure that the Telus return policy is the same all over Canada - with 14 days no questions, just need the receipt.
You original post and your last post are conflicted with a "Won't let her" and a "didn't force her".
The only question she has to ask is: "Do you have a 14 day return policy?". They answer "yes" because that is what it is and she returns the phone and buys the Z10. It's that simple. Telus may not be the real issue here from what I read in your posts...
There's a BIG difference between a sales pitch and a refusal to honor the policy...Z10
Steve - Besadmin
- CrackBerry Genius
02-27-13, 01:54 PM #21
- 4,048 Posts
You guys are lucky, here in the UK if you buy a phone instore and you dont like it..tough luck as they wont accept any returns or issue refunds. But if you order online then you have 7-14 days in which to return the phone back for a refund or exchange.
I got my Z10 last night so even if i dont like it, i cant take it back for a refund or exchange. Luckily for me i spent a good few playing around with display models so knew i would like it when i finally got mine.
- 02-27-13, 02:26 PM #22
Tell her to go back to the telus store and return the samsung s3 as she is within the 7-14 day return policy and tell her to say to them she wants a Z10 no matter what she wants a Z10 new in the box with wrapper still on the box..... new phone.New Phone: Iphone 4s, Old Phones: Blackberry Z10, Samsung Galaxy S3 (Sold), Iphone 4 (Used By Family)
LTE Playbook 32gb (Dec 2012), OS version is 1753.
On Rogers Service
"When in doubt, buy a laptop"
- 02-27-13, 02:43 PM #23Motorola StarTac >> Motorola Flip >> Samsung Slider >> Motorola RazR 2 >> Storm >> Torch 9800 >> Torch 9810 >> Galaxy S3>> Z10
- 02-27-13, 03:08 PM #24
I had a similar experience in a Rogers store where the employees kept downplaying the Z10 and making it sound bad in front of a full store. I was pretty upset. I was actually telling them to stop haha. I should have told them I work for the company and I would call head office on them.
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