esecuritel .. rude crooks

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  • Updated 2 years ago
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Esecuritel sent me a crap replacement for my new 6 week old s5 that was damaged. The replacement shuts off.. deletes apps .. battery dies 3 times a day min .. telephone use is next to impossible since no one can heat me talking .. the phone jams or shuts off ..
I called them MONDAY to let them know the problems I was having .. the guy was clueless .. tried to tell me they were going to charge a $200 deductible (ON THE REPLACEMENT DEVICE THEY SENT ME AFTER I ALREADY PAID THE DEDUCTIBLE ON THE INITIAL CLAIM!)
By Thursday .. I called back because I still didn't have my replacement .. oops corporate office has processed the claim it will be there tomorrow. Please ensure that someone is home to sign for it .. I TOOK THE DAY OFF WORK ... and still NO PHONE!
I just got off the phone .. after 45 mins of mostly waiting on hold .. to be told it was shipped Friday by one person .. then it was shipped Thursday by another .. this is of course after I had to ask over 10 times and 2 different people .. WHERE IS MY PHONE? Why was I not provided with a courtesy call saying the package wasn't coming.
They were rude, condescending and provided zero information other than the tracking number
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Karen Ptasznik

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  • frustrated and duped!!

Posted 3 years ago

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Craig Hotson

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CAVEAT EMPTOR !
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Chris

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I like how there's no MTS answer on this one...
Right now we were dealing with these people, and your post is so true. We plan on contacting MTS customer service because these people are so rude, and exactly that, "condescending". I don't think "that's not going to happen ma'am" is something you want to say to a valued customer. Managers are the same. Waited like half an hour on hold to talk to one is even worse. And the fact that your pamphlet says "often new but sometimes reconditioned" but the MTS tech flat out told us that they were all reconditioned.
It really is a shame that MTS is dealing with such a shady company that has no shared company values whatsoever. Hopefully when we call we can get somewhere with this claim, or if not will be cancelling this scam of an insurance protection, and telling friends/family to run for the hills.
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Tennille, Social Media Coordinator

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I appreciate you sharing this information with us. If you can hang tight with me - I'll have someone reach out to you, if that is acceptable? 
Can you send your contact and account information to us at community@mts.ca (we ask for it via email since this is a public forum). 
I will take your post and pass it onto our team that handles hardware and insurance. I apologize on behalf of MTS and I wish that your interactions with E-Securitel hadn't gone so poorly. 

Tennille 
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Karen Ptasznik

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Oh .. and may I point out the date of my original post on this ... OVER 3 MONTHS AGO
But you were going to refer my issue as well? Have you all been too busy to notice my post .. 3 months ago??
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Tennille, Social Media Coordinator

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I do apologize Karen, your post was missed or we would have responded to it. When Chris posted on your post it brought it to the top again. We didn't purposely not respond to you. 
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Karen Ptasznik

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If mts really wants to contact me ... YOU have all my information .. you're mts are you not?? Lol don't put too much effort into it. After 3+ months you should all be ashamed of this ...

But please .. tell me what I can do to make this easier for mts
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Tennille, Social Media Coordinator

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I can definitely have someone pull up your information. We only need your permission and for you to verify that your user name is the same name on your account. 
That information can be sent to community@mts.ca 

Thank you! 
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Tennille, Social Media Coordinator

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Thank you, Karen for sending us your information and more detail. 

Chris if you could do the same so we can follow up with eSecuritel and check into what we can do, that would be great. 

Some facts about the device insurance: The MTS Wireless Protection Program (provided by eSecuritel) offers both new and refurbished devices.  It is important to note that all the new devices eSecuritel purchases come directly from us and on average, approximately 70% of all replacements are new devices.  We apologize that one of our representatives may have misinformed you, and we will follow up to ensure that all of our representatives have the correct information. 

(Edited)
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Chris

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Hi Tennille,
Spoke with them again today, and we got a much more reasonable answer and resolution with them. I do hope the phone is new. 70% chance I guess, right? Would there be any way of knowing if it was now/referbished once I received it?
Also the tech lady asked if I needed a new SIM card? That Orr I do not understand. The one I have is functioning properly?
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Tennille, Social Media Coordinator

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That is good to hear, Chris! I'm glad that you got it sorted out. 

Fingers crossed that it's new. :) It would be hard to tell if it's refurbished or not - the manufacturer would replace the housing on the phone and it would function just as a new one would. Even e-Securitel isn't aware which ones are refurbished or new. 
If your SIM card is functioning properly and you're getting the exact same phone you wouldn't need a new SIM. They probably check just in case the SIM got damaged with whatever happened to your phone (i.e. if it was dropped in water you'd want a new SIM). 

I hope that helps answer your questions! 
Tennille :)
(Edited)
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Chris

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Thanks Tennille,

Thanks for the info, especially about the new/referbished scenarios. I'm getting my iPhone 6 replaced. Would it come in a brand new box?
Also when I go to submit my old phone how would I go about erasing my personal info from it? I already have find my iPhone off, but not too sure about the other steps. I use iCloud as well if that helps.
Thanks!
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Tennille, Social Media Coordinator

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My pleasure. :) 

If you're getting your phone replaced, they should have discussed that with you, I believe they ship all of the replacement phones out to customers via a courier. Normally it comes as the usual retail package, box and all. 
As for erasing your personal information from your existing phone: 

Settings>General>Reset>Erase all Content and Settings (it will ask you to confirm the 'Erase iPhone'). 

It's great that you use iCloud because your back up with be available to restore when setting up your new iPhone 6 replacement! 
(Edited)
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Chris

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Thanks so much! :)
You've been a great help!
Let's hope the replacement goes smoothly!
Happy New Year!
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Tennille, Social Media Coordinator

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I'm glad I was able to help :) 

Happy New Year to you too, Chris! 
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Tennille, Social Media Coordinator

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Good morning Karen, 

I've sent you an email with some information to advise you to expect a call from someone at eSecuritel to discuss the issues you had with your insurance claim. 
eSecuritel is a very reputable company and take issues that arise with their representatives very seriously. 
Coaching has been arranged for the MTS and eSecuritel representatives as needed. 
We appreciate your feedback as it helps us improve the interactions with all of our customers. 

Thank you again for your patience. 
Tennille
(Edited)
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Karen Ptasznik

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Discuss the issues? Well that's fantastic ... oh wait I'm still out if pocket for the replacement phone I had to buy so I'd have a functioning device. And I was sure in my email I was clear I was not going to play a part in everyone patting each other's backs on a job well done on how well you handled this. But as with this original post .. maybe in 3+ months someone will finally read it.

So once we are done talking and they fulfill their customer satisfaction check box exercise and I'm still out the deductible and still have a non functioning device .. then what??

Telling me they are going to call to make themselves and their reputation feel better is not a resolution mts .. did anyone from your team secure a BRAND NEW replacement device from esecuritel for me? You know trying to legitimately make up for 'my troubles' as you all keep saying. Or something comparable? Something other than a call to politely and tactfully say haha we still have your money and you have a crap phone but we'll coach our staff - don't you worry!!

And what kind of solution is mts offering?? For not only disregarding this message for 3+ MONTHS but the ENTIRE ridiculousness in dealing with esecuritel incompetent staff and mts 'uncoached' staff?

Maybe as an act of truly wanting to make this right .. someone from your team could have stepped in and ensured I receive a NEW replacement device? .. you know on top of the seriously overly generous $5/month X 6 months credit I was given .. for my troubles?

Oh and since you may not be abreast .. I've cancelled the insurance (lol kinda not needed sInce i am currently using the device I HAD TO BUY OUT OF POCKET) so chances are esecuritel 'can't do anything' since I'm no longer in the program. This is how insurance works folks .. the epitome of denying all, simply because they can.

I say that in all truth as I sold insurance for HED on portage and know the system they operate in. It's not geared to help the consumer it's geared to make them rich. Don't believe me .. look up the profit mpi turns every year. Or gwl .. or manulife .. it's public record. They don't have profits in the multi and hundred millions cause they are in it to help us.

So .. ya thanks for ignoring my post .. thanks for ignoring my email and thanks for securing a phone call so esecuritel can NOT provide me with a functioning device. Does that complete your check box exercise? Cause really that's what it seems you all have been interested in working towards.

So unless you/they are offering me a NEW replacement .. in package fr Samsung .. you should call them back and tell them not to bother. I won't be any nicer to them as I haven't been to any of you .. and the last time I had dealings with them that's how it eventually went down and all they would say is they were going to hang up on me.

Maybe mts could reorganize their finances and, without bankrupting the entire organization leaving thousands jobless, just offer me a new $800ish replacement s5? You know a true show of willingness to help .. you know 'for my troubles' as you all kept saying. Yes .. on top of my $30 credit!! I know it's gluttony at its highest but I figure I'm worth it after all 'my troubles'.
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Karen Ptasznik

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Called? Lol when? And if they were unable to reach me and so intent in on resolution ... why did they not leave me a voicemail?

But I guess that this allows you to put the onus back on me .. again

I am available right now .. so call
(Edited)
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Karen Ptasznik

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The number is correct
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Tennille, Social Media Coordinator

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We do want to find resolutions for you. We would be happy to discuss all of the issues you mention and options for resolution. An advanced representative from MTS is reaching out to you now. 
eSecuritel is also looking to speak with you over the phone to fix what has occurred. 

We hope you will be free to take their calls when they reach out. 

Tennille 
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Karen Ptasznik

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Lol .. hope you aren't holding your breath.. I'm not! Nor am I waiting by the phone for their call.

Again if it is truly important ..not like your rep who apparently called without leaving a message .. they will hopefully leave a message with contact info. So I can call back .. maybe a bit of consideration for what's convenient for me and my life?

Not sure if you're aware .. buy I do this thing called work and sometimes I am not available when it's convenient for you all to call me.
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Tennille, Social Media Coordinator

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eSecuritel will leave a message if they do not reach you, yes. 
I know you've already spoken with someone from MTS, hopefully a resolution is in play from our side.
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Clifford Lewis, Champion

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Karen:

I have been reading your saga and think that early on you would have been better off contacting one of these two people from the links on the MTS web site.   They are senior staff who have the authority to make things happen unlike the front line staff who can only do what the scripts say.

Advocates Office for Service Questions & Concerns

If you are not satisfied after speaking to a service representative, ask for a management person responsible for the service. If you are still not satisfied, contact the MTS Customer Relations Manager:

Did an MTS employee give you service beyond your expectations? Let the MTS Customer Relations Manager know!

  • Telephone: 204-941-6800 (Winnipeg local) or 1-800-263-1174
  • Fax: 204-942-7876
  • Email: CustomerRelationsManager@mtsallstream.com
  • Mail: MTS Customer Relations Manager, Rm. CC100B, P.O. Box 6666, Winnipeg, Manitoba, R3C 3V6.

Hours of Operation: Monday to Friday, 8:30 a.m. to 4:30 p.m. Central Time


Contact our Chief Customer Officer

At MTS, we want to handle your concerns quickly and in a professional manner.

If you have spoken with a Customer Care representative and/or supervisor and you are not completely satisfied with the resolution of your concern, please feel free to contact the Chief Customer Officer of MTS. A copy of your email will also be sent to the MTS Customer Relations Manager.

Contact our Chief Customer Officer

I will admit that looking on the  CONTACT US: Employee Recognition web page  to find the links is not the first place I would think to look for this information when I have a problem with MTS.