Good customer service stories?

[soarin]

Hi Everyone...

I am relative newbie here... but didn't find a thread like this here so I thought I may take a bold step and start one. Has anyone ever had a really good customer service experience from a cellular company in Canada? (or anywhere else for that matter!) I have had an amazing experience with Telus Mobility over the past 15 years... enough so that they will continue to earn my business throughout at least my next contract and likely beyond.

Cell companies get slammed a LOT on the Web, in the press, and in the community... lets face it.. nobody is perfect LOL ... but in the end... maybe if we share some of the love and our good experiences, perhaps even tricks and tips, we may see the service get better... (okay.. or at least have a place to rant about it!!!!)

So... here is my story (I will try not to bore everyone with too much of a novel... maybe a novella... **grin** )

I have had a Telus Mobility account for over 15 years (5 contracts in a row!... yes.. even back when it was BC Tel and Clearnet!). I started at age 16 with a pager! My love for mobile communications technology has continued to grow over the years.

A few weeks ago, I received a call from a 1-800 # on my caller ID... I missed the call.. and whoever it was did not leave a voicemail! So, being the inquisitive person I am, I decided to call it back. I got the IVR for Telus Mobility, asking me to key in or say my phone #. (oh, sorry for those of you not in the call-centre or telecom industry IVR stands for Interactive Voice Response... )

A delightful representative came on the line, and I explained that this # had shown up and was wondering why Telus would be calling me? (My bill is always kept up to date, and I am just under a year away from the end of my contract!). She stated that it was just a courtesy call, and part of their promise to offer a discount to smartphone users every 2 years on a new device. She mentioned that even though I was a year away from this contract ending, I could begin the renewal process and take advantage of some deals early. (I am by far not stupid.. LOL.. and realize that now with # portability in Canada, carriers are SCREAMING to hold on to their client base)

We talked, and she mentioned that my rate plan was I quote "a mish mosh" of old grandfathered bits and pieces, and that my plan wasn't really consistent with my usage, and in the end I am likely paying more per month than I should be. I was pretty impressed. In 5 minutes she had me with every feature I wanted... and reduced my monthly bill from about $120 to about $70. In addition, to apologize for this not being recognized earlier, she applied a credit to my account that basically gave me my next month for free. I was floored. So, I mentioned that I was really impressed with the 8330 Curve, and inquired about when it would be coming to Telus, as that is the device I really wanted next. Like most people, I got the same standard "its coming soon, but we don't have an exact date". But, she stated that when it arrived, I would be put on a list of people to be contacted, as I was a long term client and they wanted to ensure I got the device I wanted. I was pretty happy... and went on my merry way (texting left right and centre on my now unlimited SMS messaging for free plan!)

Fast forward 10 days. I was sitting in the hot tub, enjoying a nice glass of Cognac and smoking an amazing Monte Cristo #4 Cuban Cigar (sorry for those of you who are American and can't get Monte Cristos.. they are SPECTACULAR!). I had my then Treo 650 sitting on a towel on a table about a foot away from the hot tub. It was getting pretty windy... and a gust came up and literally picked up the towel and all of its contents, including the cigars, the glass of Cognac and my Treo and flipped the whole thing into the hot tub!!! YIKES!

Alas.. I was saddened.. and tried everything I could Google for drying out a Treo. Blowdrying, sealed in a container full of rice, and those little absorbent pouches that come in shoe boxes... and then after a few days... tried turning it on... no luck... fried.. toast... poof... no more Treo.. (I should mention that even now, a week after that, it does turn on, but nothing works.. the touchscreen is blinking a bizarre shade of grey and white LOL ... its toast... LOL).

I called Telus... at the same # that had called me the other day... which I learned was their "Loyalty and Retention" department! I told them my story, and (after the poor young lady stopped laughing) I asked if there was anything they could do to help me out while I waited for the Curve. She said that the best they could do was send me a free regular (brand new in the box, and mine to keep and never give back) standard PCS flip phone, so that I could at least talk and text while waiting for the Curve. Again, I was surprised.. they suspended my data package, couriered me this little Samsung flip phone (overnight I may add!) and waived the ESN switch fee. They also applied a credit to my account to apologize for not having the device that I wanted yet... LOL

So, here I am, a week later, and getting VERY squirrelly without a smartphone. I have my old work Blackberry (7250) but its not cutting it (I keep my personal and work life communications completely seperate!!) So, I thought, hmmm.. maybe there is an older, cheaper model BB out there like the 8703 that I could just buy outright and inexpensively to use until the 8330 Curve. So, I called again. The gentleman that helped me went above and beyond. He tried everything he could... but alas... the best he would have been able to do is an 8703 for $180. I declined, I can wait 60 days (fingers crossed) for the Curve and save $180 bucks. Well, he was cordial.. and then .. shockingly.. said that I was a loyal Telus customer and they want to keep my business when the Curve becomes available, so applied a "free data device" offer to my account up to $700!!! Which means, when the Curve arrives, I can get it for free.

I hung up, and was absolutely delighted. They had gone completely above and beyond my expectations.

So here I sit.. happy as a clam... well.. as happy as I can be while waiting for the Curve LOL.

To me this was great service... and they have gained my loyalty for sure...

Now I cant wait to negotiate my new rate plans when the Curve does come out **evil grin**

Cheers!