Complaint and Bad News Letters

Complaint Letter

October 24, 2015

Spencer Lee

123 Address Street

Vancouver, BC A0A 0A0

TELUS Communications Company

Customer Relations

CP.O. Box 2590, Station M

Calgary, AB T2P 5J6

Attention: Customer Service Department

Subject: Internet Connectivity Issues

For the past year I have used TELUS services for my internet connection. I have been happy with the speed and consistency of my connection until recently. Since October 12, 2015 my internet connection has been disconnecting almost nightly for up to two hours.

When I am able to connect my service and speeds are normal. However, both my schoolwork and career require a consistent internet connection as I frequently have to connect to servers on other networks so frequent disconnections are very disruptive to my work. I understand that sometimes connectivity issues are sometimes not in the control of the service provider. I would appreciate it if TELUS would inform customers of outages affecting them so they are able to make alternate plans if they require an internet connection. Unless I can be notified of outages in my area or these connection issues can be fixed I will have to find an alternate provider.

I have enjoyed being a TELUS customer for the past year and have always had good experiences with the customer service department. I hope this issue can be resolved my relationship with TELUS can continue.

Sincerely,

Spencer Lee

Bad News Letter

October 24, 2015

TELUS Communications Company

Customer Relations

CP.O. Box 2590, Station M

Calgary, AB T2P 5J6

Spencer Lee

123 Address Street

Vancouver, BC A0A 0A0

Dear Mr. Lee,

I am sorry to hear that you have been having issues regarding your TELUS internet connection. We are aware of the outages that have been affecting your area recently and have been doing everything we can to reduce any downtime.

Unfortunately due to the unpredictable nature of these outages we are unable to notify customers ahead of time. We are currently investigating the cause of these outages and  hope to have the issue resolved soon.

We pride ourselves on providing quality service to all of our customers. Please do not hesitate to contact us if you have any further questions.

Sincerely,

Sean Stewart