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
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.
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.
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?
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.
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'.
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.