Customer satisfaction: When Telus chooses to leave 4K$ on the table

Those who know me personally,  know that the last few weeks were busy trying to replace my BlackBerry smart phone that had decided to learn to swim ;-(

As many freelancer, this is a mobile office. Friends wanted to help by giving me their « old » BB but there was always some technical reason to justify not being able to use it
So after many attempts to find a suitable solution to my problem, I had to buy my way out of the contract I had going with Telus. Which I did and was freeing me for acquiring any kind of phone. Having switched to MAC more than a year ago, the natural choice was to go with the IPhone.

The night I bought back my contract, I was willing to buy a IP 3GS. But none were available…so it seemed…

So I was in for a 2 weeks wait, to get my hands on the new IP4. So I spent many nights tossing the idea of going for an Android Phone, but the Nexus is mo more available thru Google and some well connected friends we’re not recommending the Motorola Android phones available at the time at TELUS
So like a bunch of groupies, I was there the morning the Jesus Phone was « born »…

After a rather long wait I finally get my hands on the little marvel. Suddenly the guy at the counter is typing feverishly on his keyboard, then he picks up the phone, has an argument with the lady at the other end…Understand here that this guy was beside me 2 weeks before when I bought back my contract, and he was the one I had all my conversations with around the Android Phones…

He looks at me and turns rather pale (for a black guy)…
« I can’t sell you the phone sir… »

I politely ask why…

-« You can have ANY  phone except the IP4″….

-Pardon me!??!?

-You heard me correctly sir…

-And what’s the logic ?

-Keeping the phone for new clients….

-You’re telling me that TELUS will do this to a 6 year, well paying client, to get a new one ?

-One moment I’ll go talk to the manager…

He comes back rather quicly…l

– Can’t do anything sir, those are the rules…You can take another phone and in 15 days, if you are not satisfied you can always come back and see if there are IP4 available then…

– Find me a solution here my friend, The Bell guys are just on the other side of the corridor…

– You could always take….a IP3 GS but you won’t be able to upgrade!!!!!!

Me fuming…

-(I can,t translate the french expression that I used here) Are you kidding me ? Where were they when I was ready to buy one 2 weeks ago…
-My friend I like you, and I know it’s a corporate decision here. but let,s do a quick overview. The records show that I give you an average of 100$/months on phone/data bills, that 3600$ on a 3 year contract, plus 300$ for the phone, that’s 3900 $ plus an easy overflow of at least 100$ in 3 years. SO, that is a MINIMUM of 4000$ that you guys are leaving on the table. I’m throwing you a lifeline here…

– I can’t…..

-Well tell your manager that he loss that…Thanks for your time and effort.

———————
Now the 4000$ plus question here

« Anyone at TELUS knows the concept called « Lifetime customer value » ?
Of course TELUS called me a week later to try to « fix » things….

Now I just hope It won’t get there…