A Calgary family says they switched their phone, internet and TV service over to TELUS based on the promise of a free TV but when the TV never came they called our Consumer Specialist Lea Williams-Doherty.
Back in the fall, TELUS reps went door-to-door to sign up new customers.
Anyone who signed a three-year contract for Optik TV, phone and internet was offered a free 42-inch LED TV or other items like an iPad.
Lance Allen says he signed a contract and was told his TV would come in two to six weeks.
Allen says he waited eight weeks and when he called TELUS to ask where his TV was he was told the door-to-door salesperson made a mistake and TELUS would get back to him.
He says TELUS didn't call him back but the salesperson messaged him saying it wasn't his fault and that he couldn't help.
Allen says after a couple more calls to TELUS, he was told to wait another six weeks for his TV and no further explanation was given.
"It got my dander up a bit and I’m not a losing it kind of guy but you get frustrated and they acted like they had no interest that we were calling and all we wanted to know was, where's the TV?" said Allen.
Lea called TELUS, and in a statement the company said…
"...it was a simple case of human error, where the agent did not properly process the order, resulting in the customer waiting an unacceptable amount of time for the gift. We regret this has happened and we have apologized to the customer. We have taken steps to make it right and have expedited delivery..."
Allen told Lea that TELUS called him on Monday and he will be getting his TV on Tuesday.
Lea put out a tweet to viewers asking if others had the same problem and a couple said yes and others said they were happy with TELUS’ quick TV delivery.
(With files from Lea Williams-Doherty)
