The Mutual Phone Break-Up

Maybe it's ironic that given my predisposition to high-tech gadgets my primary phone is a land line. I find it quite freeing to not have to worry about carrying a cell phone. I first became a Telus customer back in 1996 when they were still known as BC Tel. At that time they had a monopoly on local phone service but it translated well into reliability, good customer service and generally good rates. My line cost me $25 per month and I was happy.

Those times are long gone. Luckily to combat this, a few years ago four things happened.

• Telus' ego ballooned and their customer service plummeted.


• The CRTC forced the incumbents to open up their copper to competing providers.


• VoIP became a feasible alternative.


• Shaw went on a network-expansion binge.

The result? It was supposed to fuel competition and all the fun stuff that comes with it, however things didn't quite follow the textbook. Sure, competitors started popping up offering better rates but there was no defensive strategy from Telus. They didn't lower rates or raise the quality of their product. Instead, they just sat still, content in knowing the average consumer wouldn't choose a new start-up over the traditional phone company.

And they were right for the short term. Unfortunately for them, my short term ended today.

After paying my Telus bill and thinking it was way too high I looked into the alternatives. Shaw was my first choice but I also noticed Yak Communications offers local service throughout BC. Using the power of a spreadsheet I assembled my options and naively called Telus to see if they could do any better.

Me: "I'm considering moving my phone line to Shaw or Yak. What can you do for me?"

Telus: "I can set you up with a package..." [continues describing a package that'll save me $6].

Me: "You're still the most expensive. You can't do any better?"

Telus: "We also have this package..." [another package that saves me another dollar]

Me: "Yak can give me the same service for $10 less and Shaw beats them by another $10"

Telus: Goes on to describe how the four callers before me were actually Shaw customers switching back to Telus because of poor service. What a coincidence! I couldn't believe she tried that crap.

Me: "I know at least two people satisfied with Shaw's phone so that's not a concern for me"

Telus: "So you'll be leaving your account as-is?"

Me: "Uh, yes if you can't do any better I'll be switching."

Telus: "Is there anything else I can help you with?" (doesn't that question require that they have helped with one thing already?)

I couldn't believe the cluelessness of Telus. Even when customers give them a chance to redeem themselves they brush it off. It's as if they know I'd be happier with another provider.

When I called Shaw they were very happy to hear from me. The rep was much more friendly and seemed to enjoy his job. He also took time to confirm that I'd be eligible for the internet discount (Digital Phone Basic is not) and was an overall pleasure to talk to. As a result, starting May 31 our home phone service will be provided by Shaw.

So long Telus, get your head out of the sand. You will not be missed.