TELUS Koodo Authorized Dealer SmartCell Communications

Very friendly, knowledgeable and helpful. Made the experience flawless. Will reccomend to friends and Colleagues

Great deals and prompt customer service when I called with a problem. Will definitely use them again.

Customer service was quick to respond and very friendly. My new phone took awhile to arrive but it was ordered during the holiday season so that is understandable! A bonus was that phone prices changed while my phone was in the processing stage and I was able to switch to a newer phone for the same price!

Fantastic efficient Best service at a wireless carrier I have ever Had Pat was amazing Thank you

Very friendly service. Customer repersentive was excellant in leting me on all the deals with my next phone and plan.

The staff was very nice and helpful! But there was a mixup in my order so they had to fix it which took around 15-20 minutes.

Nathan was fantastic. Help me choose the right phone me and my business. Especially the right plan.

Team at Catherine is always super helpful and kind. I love that they give an honest opinion and truly listen to customers needs

Ordered on my own easily online. Do not think the $50 connection fee is necessary since I have been a long-time customer.

Left several messages and no one would return call. When they said they would send an email they never did. Could never reach a person on phone either. Can’t say customer service is bad bc they just don’t offer any so it seems

Had a wonderful experience ordering a new item online to add to my service! My questions were answered in a prompt manner which I appreciated. Thanks for making it easy!

This is the best way to get a new phone. No waiting in line. It was a smooth, easy experience. The staff that I dealt with were very courteous. Will definitely buy again and will recommend.

Smart Cell has been easy to deal with to help me select a new phone and plan. They have been quick to respond to my questions.

Awesome service from Zach re: software issue on a Samsung A32 5G. Friendly, great customer service and knowledgable. I will go back if I ever need support and I will certainly tell all my friends to go here if they need assitance.

I had questions setting up my new employee plan so I reached out to SmartCell for clarity. I was promptly emailed by Amy as well entered a texting session. She guided me through as well answered all my questions perfectly. This is my second time using SmartCell and I have been impressed both times.

Big shout out to Amy C for her expert and super-friendly service. Please see the tweet from @GreeningRoom posted end of June.

Good service, great people.
Pat was fantastic to deal with. Straight to the point and provided all the info I was looking for.
Will be back for my next phone!

Always great service, quick and accommodating, fantastic communication and always available for questions

Always have a great experience with the Ottawa SmartCell team. They’re friendly, efficient, and always happy to provide advice, direction and help as needed.

I've had nothing but great experiences dealing with SmartCell for my EPP phone plans. I dealt with Amy as my customer rep and she was stellar! Quick to respond to my many questions and took the time to show me how I could save money on another plan. Thanks Amy!

I was very happy with the customer service I received, and specifically with Amy. She was proactive reaching out to me which I appreciate as a busy mom as I often can't put myself first! Amy helped answer my questions and made the process simple for me!

The whole transaction was rather easy and painless however I wish we could at least pick up our new phone instead of having to pay a delivery fee for the same city

Worst customer service I have ever encountered. Do not purchase a phone or a plan through this service. I have tried calling 16 times today to speak to someone and could not get through. Left 4 voice mails and no one returned my call. Do yourself a favour and get your phone from somewhere else.
**edit** while they claim they were closed that day, the phone system said that all service agents were currently busy and to stay on the line. It’s still poor customer service if your business is closed for a holiday and to not reflect this on your answering service. Shop elsewhere!

I’ve now upgraded and bought new product through Telus EPP 4 times.and each and every single time I’ve had exceptional fast and clear service. I highly recommend them!

Great virtual service, even with a slight delay on phone availability (not their fault at all). Forms were very clear and using Adobe Sign was easy.thanks! Can’t wait to use my new phone!

SmartCell has taken care of us for more than a decade, quick to responde, knowledgeable, and customer-centric. Highly recommended.

Full disclosure that I'm being provided a coupon for this survey and accordingly my response will not mince words.

Straightforward experience renewing my corporate plan. Everything was done online and I didn't even have to talk to a person. It was a really easy experience except for the following:
1. It is better to fill the forms out on your computer rather than the phone like how I did. The additional page at the end to verify my employment never came up and I had to email Smart Cell to resend my employment verification.
2. The option to pick up the device was never provided and I got charged $15. However, every ensuing email made reference to being able to pick up in store on Catherine St. That was just not cool since I'm fully capable of picking up this device like the last time but got charged. Possibly due to Covid restrictions is what I assume, but even then the automated emails weren't updated to remove the option of store pick up.
3. My wife got an apple device and had the option to choose a colour for her device. I got an android device and the only option provided was black, when in reality there are 2 other colours. This was disappointing given that this is a brand new top tier phone.
4. There is no mention of how the coupon can be redeemed for this survey or what it can be used towards. Hopefully, it gets applied to my first bill.

Thanks for reading!

I am a customer of the Kingston location. If you are able to make into the store the service was fine. But as a customer calling into this store it is off putting. I have on several occasions called and left messages and had no response. So after 24hrs I dial, dial, dial until if I’m lucky they pick up. In a communication focused world and particularly their business they are lacking on a grand scale. Hire more staff if you are that busy and or open on weekends. Their answering greeting says please stay on the line and we will be with you in a jiffy. That only adds to the frustration.

Had an unfortunate experience with this dealer. Spoke with a rep over the phone to confirm details as I wanted to upgrade my plan/hardware during black Friday. After being told there was no issues, I then did my due diligence and contacted them back via email. I received back in writing again that there are no issues and I am able to proceed with my order.

After placing the order and waiting for awhile I reached out to them to check on the status. I was told there are delays due to volume of orders and to wait out. I continued to wait when finally I received an voicemail stating that Telus denied their request and they cannot process the order and I'd have to choose a more expensive plan.

I was upset as I have mentioned I confirmed with two employees prior and have their response and confirmation in writing. It had also been awhile so no other providers were offering the black Friday deals anymore, removing other potential options through different carriers.despite this I gave them a call back to speak to a rep to see if there was anything that could be done for a loyal customer with multiple lines (who had just referred a client over to Telus!)

The rep that left me the voicemail advised he was speaking with another customer and would call me right back. I didn't receive a call even after a week of waiting. I then received an email stating that my order had been cancelled.guess no call was coming! I contacted Telus to advise them of the customer service I had received and they reached out to SmartCell. The rep then proceeded to lie and said they couldn't get ahold of me and tried calling an emailing. Phones have call logs, voicemail (which they used in the past) and emails just don't disappear. No contact was made but apparently they would rather lie and blame the customer.

You might get a cheaper plan but once you're a client it's downhill from there. Have cancelled both lines

Great company to deal with I've bought my last 2 phones throught them. They arrived very quickly from the time all paperwork was completed. Will continue to do business

Applied for a deal for Black Friday for Federal gov.employee.
They sent me the wrong contract (more expensive and less data). After calling three times and sending e mail to correct my contract, I am still not sure they will honour their initial offer. I even visited the Telus store, they said that somehow calling the call center in India will help me more than trying to solve the issues in Telus store. An of course the call center was bouncing me from one agent to another for an hour before I gave up. CRTC is my next stop. What happened to costumer service in Canada.

Thank you so much Kayla and Kamel! With a mess of an account I always deal with so many issues come upgrade time for our plans. The two stepped in to make sure I was taken care of. They understood the issue and dealt with TELUS directly to ensure I did not get the run around for days! Your customer service skills were excellent and truly appreciate the diligence you both gave to my situation.

Amazing experience.
Great customer service that care about their customers.
Thank You

I am in here alot for pickups from work. Cesar is always very friendly prompt and always provides very excellent customer service.

It is always a pleasure working with Nathan M.and his colleagues. We have been with SmartCell and Telus for several years and we have never been let down. Such a great professional team here in Ottawa!

The prices - even for devices - were better than my current provider. But the service that I received was amazing. Amy is a treasure. I speak from experience when I say that she has that perfect combination of politeness, efficiency and knowledge. She is expert in her knowledge and is pleasant and friendly while efficiently getting things done. That combination is rare.

Amy from Ottawa was amazing! She helped me upgrade my plan and when another agent gave me the wrong information she resolved it right away on my behalf and escalated the matter so it wouldn’t happen again to future customers. She then took it upon herself to upgrade the plan for me. I was truly impressed by the exceptional Customer service she provided, she went above and beyond and was super friendly and understanding through the entire process! She’s the best!

The Telus Agent was wonderful, helpful and made setting up my new phone absolutely stress free!

Great customer service, they went above and beyond to get me a new phone quickly after I broke my old phone. Thanks guys!

Hands down the best place for corporate and business cellular needs. Been a Telus customer for 15 years and would never think of going elsewhere.

My company has had great sales (Nathan) & technical suppport from SmartCell for many years now. Shout out to Adam for the extra help this week. Very much appreciated!
I highly recommend SmartCell!

Todd Crowe is an exceptional representative of Smartcell and Telus. He creates a positive experience every time I have dealt with him by having exceptional product knowledge, being responsive and anticipating the customer’s needs, and doing it in a friendly professional and caring manner. Really enjoy our interactions. He always delivers a positive outcome.

Poor customer service. Agents can't do basic call center functions. Ordered a phone on July 6, no phone received by end of July. Advised I will take my business with a other carrier. Lied about no extra charges and when got charged several hundred dollars for porting a number out they said it was not their fault and I would need to pay. No communication from agent after repeatedly asking if I will be charged anything. Called to rectify problem while on my vacation- ended up saying it is not their fault so I will need to pay. Useless company.

Cesar was incredibly professional and made my transaction as smooth as possible. Cesar is a high value employee of Telus and represents the company very well!

Nathan is alway very attentive to all my needs and answers all my questions. Excellent and fast service as always for many years now. Recommend him anytime

Very polite clerk but likely understaffed due to covid. Once they were available, they quickly met my needs.

Totally disappointed in this place. Thomas Burke was a rude, incompetent employee. Tried to sell me services I didn't need and ended up selling me two SIM cards he said I needed to change my telus post paid account to a prepaid account. Told me I needed to port my number over and needed to buy new SIM cards. When I went to do this, the person from Telus on the phone told me I didn't need to buy the SIM cards and that I don't need to port my number since it is already a Telus account. Went back to the store to get a refund for the SIM cards and told that I was out of luck. That it is not their problem. Now I am stuck with two SIM cards I don't need and need to sell myself. Also, Thomas Burke ended up telling a coworker who was trying to service another customers phone that it was too much trouble and not to bother. That the customer should figure it out themselves. He said this while I was sitting there! Terrible customer service and either incompetent or a scam artist.

I am so happy with the service I received from Adam here! He was very professional and diligent towards my phone repair. He went above and beyond to ensure my phone was looked after and outlined my options clearly. I appreciate the quick and friendly service at Smartcell. Thank you!

The tech Adam saved me from having to buy a new phone, he was able to inspect, diagnose, and order the right parts to get my phone working better than before very quickly. Huge kudos to Adam. Great employee who knows how to give clients what they really need.

I received service that went above and beyond from Caesar and this company. This included work that was done at the end of the day before a long weekend. Caesar followed up multiple times and helped me get what I was looking for. I would highly recommend working with Caesar and this company.

Alex, thé technician at Smartcell communications / Telus in Ottawa was extremely fast, efficient and professional. A piece of metal wound up in a port of my phone and he removed it very fast. There was no waiting time at all which was impressive!

From the first step into the office I felt heard, seen and cared for! Both Adam and Cesar were great to work with and genuinely cared about the service they were providing. Thanks for making my Telus experience an awesome one. What a great team!

All interactions with SmartCell have been very satisfactory.
I would not hesitate to recommend them to anyone looking to purchase a phone.

An excellent experience as I upgrade my phone once again! SmartCell provides amazing service and is quick to respond to any questions or concerns. I highly recommend them for any telecommunications needs.

When I contacted Adam, he was immediately able to help me out with my broken phone. He was pleasurable to deal with. I was impressed with the customer service received here and would highly recommend anyone who needs repairs to call them. Thanks

I have been a TELUS customer since I moved to Ottawa in 2008. My most recent interaction with sales representative Cesar Gonzalez Mena was the smoothest transaction I've ever had with a TELUS representative. I'm pretty tech-illiterate and can get easily frustrated when talking to sales reps who use a lot of technical jargon. With great professionalism, Cesar was able to talk to me about my purchase "at my level" while still making me feel like a valued TELUS customer. He took time throughout the process to check in with me, even emailing to let me know which Purolator location my phone was waiting at, in case I was confused about where to pick it up. In an age where way too many transactions lack "the human touch", Cesar really demonstrated what quality customer service is all about. I will definitely purchase from this business again.

I have been dealing with Nathan Monson and SmartCell for several years now and can only say I am with Telus because of Nathan and the service levels and customer care provided by SmartCell. One phone call or email and they look after the rest. Top-notch service every time. Thank you Nathan and team.

Amazing service at Smartcell, nothing negative to say, they answer fast if you call their line or even email them. Fast answer also through Facebook messenger. I activated two EPP plans through them and was not disappointed at all. Special thanks to Geordith and Amy! I know I was hard to deal with but your help and professionalism was highly appreciated!

Oh and they say they process their orders within 7 to 10 business days, that's a lie, got my order in 3 business days (not complaining at all) ;)

Thanks again!

First, I have been with every major cell phone provider, so on Jan 28th when I placed my order, Telus was the first to ask me to do a credit quiz - I don't have anything on my credit about that. SmartCell did promptly advise of this so I do give them credit for that, and for emailing me the next day again to remind me to call Telus. I guess some answer I gave wasn't on my credit file and I am told by Telus (not smartcell) call Equifax. Called the # provided and it says if you're denied service they will mail you a copy of your credit report and a code to speak with an agent there. I didn't want to wait long as I was concerned about not getting the Samsung gifts. Equifax responded same day on social media stating that they have nothing to do with denying service and to contact Telus again.

I then email SmartCell advising of this, they look into it and reply either the next day or day after, so in decent time, telling me they looked into it and to call Telus Activations again. I was then good to go. I decided while waiting to hear back I wanted the 256GB and I emailed them letting them know and that I would be using a different CC# than what was on the form. On Feb 3rd I was told the Invoicing team would take care of that when they got in touch and that my order was now on "backorder" status.

The kicker is that their site lets you place the order anyway cuz the same day it was on backorder i did a test and it still would let me place another order no problem. It's not like Telus' consumer website which will tell you if something is out of stock. Also Smart Cell's site doesn't tell you anywhere - I took a recording of me doing the order, about the amount of hardware tax you pay - Telus' consumer site tells you as i did a test, at the very end tells you how much taxes you pay - SmartCell doesn't, it says $0 all the way through and ONLY if you click on the Terms & Conditions does it tell you that hardware taxes apply and in the contract (which by that point you've done a hard credit check).

I emailed the 3rd party dealer twice asking for an update on stock once on Feb 9th and then Feb 11th as I was concerned about the $300 Samsung promotion, and mentioned my concern about the Samsung promotion as I was losing a lot of time, by this time it had been 8 days since being told the phone was on backorder. Telus chat told me that it went by the day I ordered not received the phone as far as the offer was concerned, but when asked if I get something now to redeem for the gifts before getting the phone I never heard back.

I then received an email on Feb 12th which I signed that day with the contract details that was accurate as far as device size, etc. It oddly had a different plan but it was the same GB and it seemed cheaper so I was okay with that lol.

I then get a call because the hardware taxes didn't go through, to be fair I was told the invoicing team would be reaching out to me about it before when I emailed about changing 128 to 256 but I don't see why they couldn't just input the numbers provided. I'm told it will ship the next day and then got an email with the tracking # and it contained details that mimic the original agreement with the order placed on the 28th that stated "128GB" and a different plan that what I signed. I call that day and a gentleman said the person handling my order would call me back in 30 minutes. I didn't receive a call back so the following day or the day after max and spoke to a wonderful lady who said she would speak to someone and get back to me (why I'm giving 2 stars). She did get back to me the same day and said what I signed was good, the system sent me the original details of the order.

Normally when you order online you're not charged $45 and S&H is free - they're upfront about fee but I can't believe they charge that plus $15 for S&H, especially when it took forever. They only give 15 days to return and it's normally 30. I'm returning it because of all of this + phone gets extremely hot and seems to be a known issue. By the time I got the phone all the e-vouchers were gone.

I had an incredible customer service experience at smartcell with Adam. He was attentive, efficient and a magician at fixing my Samsung! It's so rare to have such an amazing experience and I'm very grateful! Thank you!

I was very impressed with the service and feedback I got to all my questions. I have also been at the store for repairs and service and it was helpful and efficient. Janine was delightful to work with.

Would give them 0 stars if i could. Employees are extremely unprofessional. I cancelled my order with them and they confirmed that it was cancelled then they sent me a contract then called them again and confirmed it was cancelled then they sent me a contract again. After calling again and confirming that it was cancelled now I have recieved a bill from Telus. Very unprofessional and not straightforward. Not sure what kind of scam they are running here. These 5 star reviews must be fake because my experience dealing with them was definitely nowhere near worthy of 5 stars.

Smartcell tech Adam Drissi saves the day.
Locked out of my S 10 for 4 days, I found a Samsung tech at Smartcell Ottawa. He managed to open my phone without any data lose. Excellent customer service from a personable and savvy tech.

I hate giving bad reviews but. I have been waiting since Feb 4 for 2 phones. After a few weeks I emailed them. I have an emails saying one is on back order but the other is in stock. I asked them to ship the one in stock.still nothing. I called again last week, now they are both on backorder?
No one will respond to my emails.

My previous order. They said my proof of job wasn't approved. Sent them 2 different ones. Then they asked me to resend the original one.

The prices are great, but it seems like they drop the ball on customer service.

Just purchased an iPhone 12 Pro Max with the Peace of mind connect plan with TELUS, from Amanda Shuman at the Merivale road location. As it turns out Amanda also sold me my iphone 7 in 2017 and she remembered me. Both times I had excellent customer service. This purchase was completed over the phone and though email, due to COVID which can make things challenging. As well I admit I am NOT a normal customer with basic needs. Because we travel throughout Canada and the US we need to have a plan that is very flexible with features that can be adapted to change throughout our travels. We need a lot of data and we need North American coverage with see less roaming abilities. I ask lots of questions, some required follow up by Amanda. The process took a couple of weeks, finding plans that met my expectations was not straightforward. Amanda handled my account very professionally and was very patient and knowledgeable. In the end I got my phone and our new plans were activated and we are very satisfied. I will also say the Canadian call centre was also very helpful. I hope Smart Cell recognizes their high performing employees and that Amanda is given the recognition she deserves.

Nathan and his team at SmartCell have been there for our business throughout the past several years. I've presented them with many challenges and they are more than up to the task, always. Thanks gang!

Worked with Nathan to set up my new business account. He was very responsive and professional. I would go to him again and would recommend to friends and family.

I find Nathan is very professional sales person that really cares about his customers and was very surprised with his help to chose the right phone also the free loaner and quick service on site, someone you can talk to vs the frustrations i had with Bell and Rogers.
Truly highly recommended.

Very Poor customer service, I would not recommend buying from Smartcell. I placed an order through their online portal and went through all the steps and got a confirmation that the order was placed with a confirmation number. I didn't write down the number since I place multiple orders every week through different sites and at some point, it would be nuts to write down all of these order# (it's funny how the burden is on the consumer). Call the next day to see how my order was going and when I could pick up my device. They tell me that the order was not received and to please replace the order. I try but then see that the device is now 300$ more, the special is gone and inform the service rep. She tells me there is nothing she can do, I then spend 30 mins arguing with them that this is not my fault if their online portal did not create the order properly, I should not be penalized. She agrees but says that there is still nothing she can do and promise me a call back from her supervisor the next day. She said at worse, you can place an order on boxing day, there will be new specials. We are now 4 weeks later and there are no specials on boxing day and never received a call back from the supervisor. This is the worse service I ever got from a company and trying to put the blame on me is bad customer service. I work in IT and I know how to place an online order in 2020. If your server gives a confirmation order# and the order is not created on your end, that is not my fault and should not be penalized. Telling me that you can't get someone from Telus to manually enter the promotion is non sense. In the end, this company just didn’t care, is that the company you want to give your business?