Calgarypuck Forums - The Unofficial Calgary Flames Fan Community - View Single Post

Sr. Mints · 09-09-2011, 02:01 AM

Is it just me, or is Shaw sucking big time?!

I realize it's September and this is one of their busy times, but I am completely fed up with Shaw.

I've had wonky internet since last weekend. I am connected for a few minutes, then lights start blinking on my modem and I can't make a connection. Sometimes I have a connection for an hour or two, but the problem always starts up again.

What is really pissing me off is the fact that I can't get in contact with Shaw! On monday I phoned, waited on hold for 30 minutes, but I had to do other stuff at work. Their call back feature wasn't working. I tried the online chat, but nothing was happening for a half hour.

Tuesday I was swamped, but on Wednesday I had the afternoon off for an appointment and called, waited on hold for two and a half hours! While on hold with Shaw, I called Fido for an unrelated issue and was done with them in 10 minutes--that only fueled my towards Shaw. After bitching on Twitter about Shaw a few times while on hold, someone from @shawhelp tweeted me and asked me if they could be of assistance.

I hung up the phone and tweeted them my account number. They looked into my account and said there's definitely a problem with my modem; they had me do a few things like change the coaxial cord and make sure there wasn't a splitter between the wall and modem. My connection worked for a few hours, but the problem began again. I contacted @shawhelp again, and they said they want to wait 24 hours to monitor my connection.

Thursday afternoon I phoned again, and huzzah: the call-back feature worked! Four hours later I got a call, and dealt with a friendly fellow. Blah, blah, we went through what the Twitter folks told me, and he said they want to swap modems. But I have to drop mine off and pick up a new one, and they booked a service call for me for Sept 24--a ridiculously far away date.

If swapping the modem works, it is then *my* job to phone them again and cancel the service call. I asked him if I could tell the Twitter folks to cancel the service call, he put me on hold, and came back and told me no.

He couldn't give me an email address to contact them through, either. He suggested I try the online chat if I need to cancel the service call, but I informed him how ridiculously long of wait it is for that; in addition, I politely took this opportunity to tell him what a difficult time I had trying to phone them; I informed him that the call back feature doesn't work most of the time, and that I am, quite frankly, ready to pack everything up and drop it off at Shaw HQ and cancel all my services (phone, net, cable) on the spot. And this was not some flimsy threat, I am that fed up.

He asked me what number I phoned to get ahold of them, and I told him it was 403-716-6000. He said 403-310-SHAW works better and that the call-back feature should <?> work with that number.

I am going to swap modems tomorrow. If that doesn't work, I'm done. I'm not going to wait two weeks for a service call. I've been a Shaw customer since their internet was called The Wave, and have never had any problems until the last year. Had the guy who helped me (and he was very friendly and helpful, I wish I got his name and rep #) been sassy or pissy like the lady I spoke with a few weeks ago regarding a billing issue was, I would have canceled then and there.

Telus has never looked so appealing--that's kind of scary.

My, what a long rant that turned out to be.

09-09-2011, 02:01 AM	#1
Sr. Mints First Line Centre Join Date: Jul 2010 Exp:	Shaw customer service Is it just me, or is Shaw sucking big time?! I realize it's September and this is one of their busy times, but I am completely fed up with Shaw. I've had wonky internet since last weekend. I am connected for a few minutes, then lights start blinking on my modem and I can't make a connection. Sometimes I have a connection for an hour or two, but the problem always starts up again. What is really pissing me off is the fact that I can't get in contact with Shaw! On monday I phoned, waited on hold for 30 minutes, but I had to do other stuff at work. Their call back feature wasn't working. I tried the online chat, but nothing was happening for a half hour. Tuesday I was swamped, but on Wednesday I had the afternoon off for an appointment and called, waited on hold for two and a half hours! While on hold with Shaw, I called Fido for an unrelated issue and was done with them in 10 minutes--that only fueled my towards Shaw. After bitching on Twitter about Shaw a few times while on hold, someone from @shawhelp tweeted me and asked me if they could be of assistance. I hung up the phone and tweeted them my account number. They looked into my account and said there's definitely a problem with my modem; they had me do a few things like change the coaxial cord and make sure there wasn't a splitter between the wall and modem. My connection worked for a few hours, but the problem began again. I contacted @shawhelp again, and they said they want to wait 24 hours to monitor my connection. Thursday afternoon I phoned again, and huzzah: the call-back feature worked! Four hours later I got a call, and dealt with a friendly fellow. Blah, blah, we went through what the Twitter folks told me, and he said they want to swap modems. But I have to drop mine off and pick up a new one, and they booked a service call for me for Sept 24--a ridiculously far away date. If swapping the modem works, it is then my job to phone them again and cancel the service call. I asked him if I could tell the Twitter folks to cancel the service call, he put me on hold, and came back and told me no. He couldn't give me an email address to contact them through, either. He suggested I try the online chat if I need to cancel the service call, but I informed him how ridiculously long of wait it is for that; in addition, I politely took this opportunity to tell him what a difficult time I had trying to phone them; I informed him that the call back feature doesn't work most of the time, and that I am, quite frankly, ready to pack everything up and drop it off at Shaw HQ and cancel all my services (phone, net, cable) on the spot. And this was not some flimsy threat, I am that fed up. He asked me what number I phoned to get ahold of them, and I told him it was 403-716-6000. He said 403-310-SHAW works better and that the call-back feature should <?> work with that number. I am going to swap modems tomorrow. If that doesn't work, I'm done. I'm not going to wait two weeks for a service call. I've been a Shaw customer since their internet was called The Wave, and have never had any problems until the last year. Had the guy who helped me (and he was very friendly and helpful, I wish I got his name and rep #) been sassy or pissy like the lady I spoke with a few weeks ago regarding a billing issue was, I would have canceled then and there. Telus has never looked so appealing--that's kind of scary. My, what a long rant that turned out to be.