We'll answer your calls quickly. In fact, if you wait longer than 5 minutes when you call us, we'll credit your account 5 airtime minutes.
It's highly unlikely you'll ever be kept waiting, considering that we have answered 80% of our calls in 20 seconds or less. *
It's highly unlikely you'll ever be kept waiting, considering that we have answered 80% of our calls in 20 seconds or less. *
how it works
If you call a mobility client service number to speak to a TELUS representative for assistance with your mobile phone account, you'll hear a message that says, "your wait time for the purposes of our Fast Client Service Promise begins now". From this point on the clock is ticking. Your wait time ends when a TELUS representative answers your call. If we can't get to you in under 5 minutes you are eligible for a credit.
In order to be eligible for a credit, please ensure that you enter your valid mobile phone number into our automated system. That way, even if you hang up before talking to someone, our system will record that you had to wait more than 5 minutes and you'll get a credit. If there is no automated system, the TELUS representative that answers your call will take your number, so be sure to stay on the line to benefit from our promise. Sound good?
Here's how the credits are applied. If you are a PCS or Mike client on a monthly plan, you'll receive a five minute airtime credit for any time that you had to wait more than five minutes. If you're a Pay & Talk client, a paging client or a data-only client (including clients with PDA devices on data rate plans and no voice add-on feature), you'll get monetary Client Service Credits valued at five airtime minutes for any time that you had to wait more than five minutes. After all, time is money. And you shouldn't be kept waiting.
In order to be eligible for a credit, please ensure that you enter your valid mobile phone number into our automated system. That way, even if you hang up before talking to someone, our system will record that you had to wait more than 5 minutes and you'll get a credit. If there is no automated system, the TELUS representative that answers your call will take your number, so be sure to stay on the line to benefit from our promise. Sound good?
Here's how the credits are applied. If you are a PCS or Mike client on a monthly plan, you'll receive a five minute airtime credit for any time that you had to wait more than five minutes. If you're a Pay & Talk client, a paging client or a data-only client (including clients with PDA devices on data rate plans and no voice add-on feature), you'll get monetary Client Service Credits valued at five airtime minutes for any time that you had to wait more than five minutes. After all, time is money. And you shouldn't be kept waiting.
who's eligible
If you're a PCS, Mike, data or paging client with an account that's continuously active and in good standing, you're eligible. If you're a Pay & Talk client just make sure your account is continuously active and topped up and you're also eligible for our fast client service promise.
Analog clients are also eligible on the same basis as PCS and Mike clients.
Clients with Autotel, CDPD or Hotspot services exclusively are ineligible for our fast client service promise.
Analog clients are also eligible on the same basis as PCS and Mike clients.
Clients with Autotel, CDPD or Hotspot services exclusively are ineligible for our fast client service promise.
how you'll be credited
If you have PCS or Mike voice services and are on a monthly rate plan, you will receive a five minute airtime credit for each time you have been waiting for five or more minutes. Client Service Credits are applied to your invoice in the month following your wait time experience and usable after your rate plan's bonus minutes but before your rate plan's included minutes in that month. Your monthly invoice and your eBill at mytelusmobility.com will confirm the credit you have received from TELUS.
If you are a Pay & Talk client, a paging client, PCS or Mike data-only client and only use your phone for data, you don't use airtime, so we'll credit you the value of five airtime minutes. Our calculation is based on the lowest per minute rate offered on our Pay & Talk service. For example, as of August 8, 2006, the lowest per minute rate offered on Pay & Talk is $0.25. Client Service Credits are applied to your account and useable in the month following your wait time experience.
If you are a Pay & Talk client, a paging client, PCS or Mike data-only client and only use your phone for data, you don't use airtime, so we'll credit you the value of five airtime minutes. Our calculation is based on the lowest per minute rate offered on our Pay & Talk service. For example, as of August 8, 2006, the lowest per minute rate offered on Pay & Talk is $0.25. Client Service Credits are applied to your account and useable in the month following your wait time experience.
Pay & Talk clients
How you can use your credits depends somewhat on your account balance. If your account has a balance, then your credit is usable until your original balance expires. If your account is at $0 balance at the time the credit is applied to your account, your credit is usable within 24 hours. But if you top up within 24 hours of your credit being applied, then the credit is usable until your new balance expires.
From February 4th, 2007, even if your account is at a $0 balance at the time the credit is applied, your credit will be usable within 7 days. Likewise, if you top up within 7 days of your credit being applied, then the credit is usable until your new balance expires.
You will receive a free text message or a phone call notifying you of the credit, unless you have indicated that you would not like to receive messages from us. You can also visit mytelusmobility.com and view your transaction history which will indicate the Client Service Credit.
From February 4th, 2007, even if your account is at a $0 balance at the time the credit is applied, your credit will be usable within 7 days. Likewise, if you top up within 7 days of your credit being applied, then the credit is usable until your new balance expires.
You will receive a free text message or a phone call notifying you of the credit, unless you have indicated that you would not like to receive messages from us. You can also visit mytelusmobility.com and view your transaction history which will indicate the Client Service Credit.
other stuff
If there are 2 or more phones in your TELUS account (including phones that share a rate plan) the Client Service Credits are applied to each individual phone. The phone that experienced the wait time is the one that will benefit from the credit. Client Service Credits are non-transferable, non-refundable and cannot be shared between clients. Client Service Credits are usable after your rate plan's bonus minutes but before your rate plan's included minutes.
Just to be clear, if your call is made or transferred directly to a TELUS representative's number, without a queue, any wait time is excluded from our fast client service promise. Wait time on call transfers and while assistance is being provided is also excluded.
Just to be clear, if your call is made or transferred directly to a TELUS representative's number, without a queue, any wait time is excluded from our fast client service promise. Wait time on call transfers and while assistance is being provided is also excluded.
we reserve the right to get even better or change
The terms of our Fast Client Service Promise offer may be improved at any moment and are subject to any other change with 30 days notice. TELUS' service terms continue to apply.
*From June/05 to May/06, mobility Client Care answered 80% of calls in 20 seconds or less.
© 2008 TELUS Communications Company