Chat transcript

Kerry: I’m calling ’cause I would like to cancel my landline, please.

Kerry: If we cancel it today, do I get a refund?

Kevin (Agent): Good morning. Thank you for choosing Telus. This is Kevin speaking how may I help you?

Kerry: Umm. How are ya doin’ today?

Kevin (Agent): (laughter) I’m well, yourself?

Kerry: Pretty good!

Kerry: There’s very few people that use the landline these days. They just text me.

Eric (Agent): Yeah, I know, exactly. I mean, we don’t even talk on the phones anymore, right? It’s all communication through email and texting.

Kerry: Well I’m enjoying our conversation right now, so it’s quite lovely.

Both: (laughter)

Eric (Agent): Alright, excellent. One thing I was going to mention with the phone, and this is completely optional if you were interested in it at all. For a six month period I’d bring your bill down to a cost of just $15 a month. What I’d actually do is, we could also add on a calling feature like website call display. I know you’re saying that of course the telemarketers are the main ones calling, it’s nice just to have the home phone line as a bit of a backup. We could do it for the price of $15. That call display would be added on there, that would be included in the cost, and that way you could identify who is calling, and ignore the call if need be.

Kerry: So it would be like the exact same phone line but for $15 a month?

Eric (Agent): Yeah, exactly.

Kerry: So you’ve basically just cut my bill in half!

Eric (Agent): Yeah, just about. It’s just, I mean, I see you’ve been with Telus for quite some time and we really do appreciate the fact that you have had your business with us for so long. And this is a way—I find that a lot of people tend to kind of miss the phone line when it is gone. They’ll say that they don’t really use it much, and you know, that may be the case, but again nice to just have there. Again, it’s completely optional and within that six months, let’s say that you are using it, then perfect, you will remain on there. And even if in the next month or two that you don’t want to use it, you say, just not using it at all, then definitely give us a call back and we can just cancel it. There’ll be no cancellation fee, or we won’t recoup any of the discount we’ve given. Basically, just lower the bill a little bit here, see if somebody might miss it in the next little while.

Kerry: That’s sneaky-sneaky! I mean, I’m still not using the phone, and for $15 a month, I’m sure I would rather put that on my cell phone bill. So, thanks for the offer of cutting my bill, but I think I’m going to pass.

Eric (Agent): For sure. Not a problem. Again, just giving the options there.

Kerry: So it will be cancelled today, or?

Eric (Agent): Well, whenever actually you’d like. I’m actually looking and your billing cycle is on the 18th of the month. So currently the bill you have right now is $23.67. That does cover you up until the 18th.

Kerry: OK.

Eric (Agent): So if you like we can basically just keep it running up until that time and yeah it will just disconnect with no further charges coming from it unless there’s any long distance usage or anything like that

Kerry: If we cancel it today, do I get a refund?

Eric (Agent): There wouldn’t be any credit back. We do generally require 30 days notice of cancellation, so even though it’s within the 30 days here basically until your next bill cycle comes out, we’ll just basically have the charges run up until the 18th, and that will be that.

Kerry: Ok, so I guess then if I get no refund, then we might as well run it up until the 18th and cancel it at that point.

Link-http://lifehacker.com/how-to-get-great-customer-service-without-losing-your-c-570727938