u/According_Web_1714

TLDR: Had a BIB phone that broke after 13 months. Was mislead by Telus online and store front promising replacement or repair even though we were all aware it was out of warranty.

Filed a report with the CCTS with copies of the misinformation that was given to me including chat logs. Everyone agreed it was an employee error and a false promise.

Manager from Telus called and made things right.

Telus canceled my current BIB contract, cleared the BIB balance, told me to keep the broken phone. Offered a $0 upgrade to S26 with a better monthly plan for same monthly plan price.

Long story short. Signed up for a 2 year BIB plan. I'm just starting the second year of my plan. My phone is unable to make or recieve calls. No damage etc.

1. Contacted online to troubleshoot a few times. They told me to go into the store and they will exchange it for a new one. I have it in writing.

Get to the store. They tell me that's not a thing. But they will send it in for repair even though it's outside of the warranty window. I go home to backup my phone.

2. Come back to the store. Same Manager said he never said any of that. He said theres nothing they can do for me since it's over the 1 year of the BIB. I would need to have it repaired privately.

(Ended up having an upgrade for a different phone on my account so I was forced to upgrade and the broken phone sits in the closet now)

Is this something that would normally be reported to CCTS?

Also, it's wild to me you're "renting your phone" but if it defects during the second year, there's no help.