Monday, September 10, 2007

Whoops! Telus 911 Service Drops The Ball

Not that I'm the type to go out of my way to bash Telus, or anything, but I couldn't help but say something about their 911 service in regards to the recent quadruple killing in Victoria. The 911 call in question, you see, was sent to the wrong city.

Telus spokesman Shawn Hall, on the benefits of outsourcing: "They don't publicize it because they know customers will be concerned when they discover their personal and business phone records are being accessed in foreign countries."

It's even more disconcerting when your 911 calls go to the wrong city. To which Mr Hall says "It may well have caused a delay. The kind of delay would be in the magnitude of seconds or minutes. I don't know if there was a delay."

Um, I think there was a delay, Shawn. Let me explain: if you call Point A, and the call instead gets sent to Point B... there's a delay.

Understandably, 911 systems are among the best maintained and most monitored systems at any phone company. And yes, mistakes can happen anywhere. But aren't they more likely to happen when the phone company in question appears to be more concerned with profits than people?

Just remember this next time your Telus bill is screwed up and they "accidentally" send your call to Manila, and they try to upsell you instead of fixing your problem. It's a natural consequence of any service that shifts from service-driven to profit-driven.

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