Fighting for better customer service

On Tuesday June 30th around 1:30 pm our phone and internet service were disconnected. All bills have been paid on time and there was no request for cancellation. We called Telus to let them know of the problem at 5 pm and were told that there was no way it could be fixed before Friday July 3rd, even though we were “top priority” due to both services being unavailable.

My husband and I were both very upset as I am 8 months pregnant and could have the baby at any time. It is of vital importance to have access to a phone to call emergency services. We requested to speak to a manager to see if we could get the problem fixed sooner. We were told a manager would get back to us within 24-48 hours. No one attempted to call us. We called again on Thursday to make sure it was happening and the customer service agent 'accidentally' canceled our Friday appointment to have it repaired and told us we could not get it fixed now until Monday July 6th. Again we requested to speak to a manager and were told that they would get back to us with 24-48 hours. No one attempted to call us again to deal with the situation.

I was told by the repair man that the rules of the CRTC state that a disconnection in service (unrequested) must be fixed within 24 hrs (excluding holidays and weekends of course). He was the one who suggested I file a complaint with the CCTS.

It is understandable that it couldn't be fixed that night as it was already 5 pm and the next day was July 1 Canada Day. There is no reason why it should not have been fixed on Thursday following the holiday. The customer service agents did nothing to assist with fixing the problem, short of stating that a manager would return our call (and never did, twice). They even made it worse by losing the Friday appointment that was booked.

In Lloydminster (on the Alberta side) Telus has a monopoly. There is no other company that provides home telephone service to its residences. I feel that they are not fulfilling their obligations as service providers and that there should be consequences for this.

Our service was repaired this morning Monday July 6th, 7 days after it went out. I was told that the reason why our service wasn’t working was because the box was left open in the main office and it was just disconnected, a problem that took 2 minutes to remedy. When we called in the first time I thought this might be the case as our next door neighbour had just moved in. I assumed they had just turned off the wrong service. I told the customer service agent this (as it may speed up the repair process since it only takes 2 minutes to fix). They denied that this was the problem and that it MUST be something more serious because they couldn’t possibly make a mistake like that.

The only person I encountered who was helpful was the repair technician who advised that I make a complaint with the CCTS. He also gave me the number for the Telus complaint line (which isn't even listed by Telus) whom I called just prior to submitting this complaint. They offered us a month of free service and apologized for the inconvenience but didn't really accept responsibility for their actions and I feel like it would go no further than thinking they had appeased an upset client.

I am not appeased! I am still very upset and would cancel service with this company but have no other option. I hope that by submitting this complaint that Telus may be held accountable for their incompetence and poor customer service.

Thank you for taking the time to read this,

Jennifer Isackson

Busy Weekend!

This past weekend we were in Edmonton. Partly for our Branch's Youth Temple Trip, partly for shopping and partly for Father's Day.

Saturday morning we spent with the youth in the temple and then at Red Robins (a tradition started last year). It was such a beautiful morning and it was so peaceful to be in the house of the Lord.



We headed out shopping after that where we got our most important baby items - a crib, a car seat and a stroller. I am pretty excited to set them up (and use them) but we couldn't fit it in our car so they remain at my parents house (stroller on order) until the first weekend in July when we can bring them back. I have so many projects to do this summer, the baby room being just one of them, I better get started as soon as school is out!

After our shopping trip my Dad had a work BBQ at our house which involved renting a bouncy house and playing bunnock... what a great game. Thanks Della and Mike for introducing us to it. We may be joining a tournament next year!


My sister Katrina





Sunday was spent celebrating Dad's.... my Father, whom we are already calling Grandpa (though he is adamant that he be called Granddad). I am so grateful for him... he taught me to work hard and always fulfill responsibilities that I have committed to. Also celebrating my dear Ian who is just about to be a Daddy. I think Ian is amazing and will be so great with his little daughter. We are counting down the weeks now with only 8 left to go!



It was wonderful to visit family but nice also to come home where we have been busy finishing school (for me), working and getting ready for our camping trip this weekend. So excited! I think I will survive one night as long as we are close to the bathrooms.



31 Weeks

Baby Blanket

Here is the first baby blanket for our little girl. I loved making it so much that I am sure it won't be the last. It was so easy. This summer I plan to make 2 more for my sister who is having twins. I think I could still manage to be Martha Stewart... it is just the cooking thing I don't like so much.

I know I haven't put up belly pics in a while.... it is still there....and growing. I'm 31 weeks now and will add more after school is done next week. Today we are off to Edmonton to visit with my family. I'm so excited for summer.... holidays, family events, baby coming, craft fair creating and even a little (very little) camping with the branch and with the young women.

Report cards.... Oops

I have been anxiously counting down the days left of school and just realized how little time two weeks actually is. I haven't started my report cards yet..... PANIC! It is okay though if I just get at it. Luckily I only have to do reports for math, science, music (x2) and art. I should be able to get those done pretty quick once I finish the marking I have to do. I kinda have been stock piling that as well. Silly me... the reports have to be ready to go out on the last day of school, June 26th.

Well now I know what I will be spending all my time doing for the next 10 days!

13 days and counting....

Yes, the countdown has indeed begun to the end of school. I know I really shouldn't be so excited for it as I have only been working since April (half days) and only full days for a week and a half. Man am I tired though. My weary feet walk the hallways far more than I would like and my aching back is luckily diminished a little by my crocs.... so whether they match or not, I wear my bright blue crocs to school each day. Hopefully all the amazingly dressed staff at school don't write me off as a fashion victim.

Just report cards left to do, some last lessons of new material and those wonderful 'fun days' that fill the schedule. What I am excited for most is that I won't have to hear 25 eight year olds telling on each other and interrupting me every 5 seconds..... arg! I think I am a little less tolerant as a pregnant person but they still seem to love me so I guess I am not being too harsh.

I just can't believe that there is only 75 days till this baby comes (that is only 3 quarters!!!!!! - yes I have been in gr 2 too long already). She seems to be healthy and strong, off to the Dr. tomorrow so I will let you know if there is anything saying otherwise. I am looking forward to having my body back and to holding my little girl in my arms. Just 11 more weeks. Here are a couple recent pics of the belly.

The sky is already clearing....

This overtired, overwhelmed pregnant woman just needed to delegate some of the load and go to bed at 8:30pm. Feeling much more relaxed and less stressed... not to mention less tired!

Thanks to the ladies who took on more to support me!

The plate is overfull

I am so exhausted, overwhelmed and stretched past my limit. I think I would manage okay with just teaching full time but of course life has its 'other' responsibilities with it. You know you have taken on too much when you are already crying at 7:30 in the morning wondering how you are going to get through the day. My job is the priority however so that means that Young Women's has to be the sacrifice. I hope the other ladies will understand my position and do what they can to fill in, in my absence. I hate not fulfilling the responsibilities I have taken on. It kills me to admit that I can't do it but I have to learn when to let things go. I am not superwoman!

So there you have it... I admit defeat!