Alright, I am so glad this thread popped up. Shaw is the worst service related company I have ever had to deal with.
I recently moved into a new apartment in Mission. I made the call to Shaw (with over an hour long wait time as per usual) asking about setting up internet and cable at the new apartment. They said they could not install it yet as the previous customer had not yet cancelled their plan. After contacting the landlord I finally got in touch with the previous occupant who then cancelled their account. That night, I was playing with my beer league hockey team and one of the guys is a technician at Shaw, and I told him I was having a tough time getting set up. He said he would call them the next day and have somebody give me a call , and maybe even a discount because I knew him.
The next day I got a call from a lady who offered me a free HD PVR box rental for a year because I knew this guy (and from reading this thread, it doesn't seem like the "exclusive" promotion they made it out to be). I thought this was great and booked an appointment for them to come on Wednesday night. After waiting through the appointment time with nobody arriving at the door, I had to wait two hours to get through and ask what was going on. The rep I spoke to said my appointment was scheduled for Thursday, not Wednesday.... I never would have made an appointment for Thursday as I have other obligations and couldn't be home. Anyways, after finding out the next available appointment was over a week away, I cancelled my Thursday night plans and waited again for two hours. The tech arrived 20 minutes after the scheduled time frame, and said he was there to install the internet. I told him I was supposed to have internet and cable installed, and he replied that it only mentioned internet on his service order and that he didn't have the cable box or the equipment with him for the install.... He installed the internet and left. I don't understand how they could only have internet on the service order when the plan that I agreed upon with the first rep I talked to was some sort of Internet/Cable bundle that they had on "special"....
Called again the next day while during my lunch hour at work and waiting almost two hours again... The rep fit me in for an install on Sunday morning, which I appreciated as I had anticipated having to wait another week at least. I was pushing for compensation for having to go through three appointments to get my internet/cable installed properly, and the rep told me that since I was already receiving the HD PVR box discount because I knew a tech, that he couldn't give me any more discounts/compensation. I was shocked. So because I know a guy at Shaw and managed to get this "promo", I become a 2nd rate customer and it doesn't matter how much Shaw inconveniences me, I'm just supposed to suck it up and be happy with my free PVR rental for a year?? I asked to speak to a manager and was told that I was not able to, and that I would have to email them.
I wrote up a detailed emailing listing my grievences and after three weeks received an email back saying they would offer me a free week of service.... Better than nothing I suppose, but the whole experience left a bitter taste in my mouth.
I then received my bill which was about double what they quoted me over the phone when I originally was setting everything up. It looked like they were charging me some sort of installation fees, but I wasn't sure as it was a bit unclear. Rather than going through the hassle of calling again, I paid it and will wait (and hope) to see that the next bill is lower. If it isn't I'll be going over to Telus for sure...
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