Telus - Guelph, Ontario N1G2X6 (Stone Road Mall)

New Telus customer now questioning if we made the right choice | by Sue and Norm Visser on Jul 18, 2020

My husband has been a seniors Jethro phone user for more than a decade,. His present one is his third one and is used strictly for medical reasons, sometimes not used for weeks. The provider we had had become very inconsistent and unreliable so we investigated other options. With the price of the plan being important, we opted for Telus Talk & Text and went to Stone Road Mall. I know COVID19 has hit businesses hard but the employee who met us at the door was rude and aggressive. There were no customers in the store and 3 staff but it took more than 5 minutes for us to be allowed in. That should have been our 1st clue but with no other Telus stores near us, we persevered. As neither of us are techie, I asked if she could set it up for us and she agreed albeit not enthusiastically. Money up front immediately. Then she took the phone and said it wasn't charged even though it was fully charged. Then on installing the SIM, she told us it must be locked but I told her repeatedly that it was not, that Jethro phones are only sold unlocked. She said several times that it must be locked and sent us on our way. When we arrived home, I called Jethro to ask for help. He asked if the sales person had put the SIM in a smartphone first before putting it into our phone and I said no. Thankfully I have a smartphone and was able to install the SIM in it to get it updated and moved over to the Jethro phone. TA DA - the phone works. This Telus sales person certainly makes us wonder if we made the right choice - not welcoming and appeared to know little about cell phones and was unwilling to finish helping us - as far as she was concerned, we were left with a non working cell phone and a credit card charge of $135 and a sour memory of doing business with this Telus store.