What's up with Shaw's Customer Service?

[Gozer]

I called shaw after my pvr got fried and told them I was happy to stay with them if they did a little throw-in like free use of a pvr or Sunday ticket or anything for a lifelong customer that paid a hundred bucks a month.
Nothing, so now I'm disconnected and dreading calling Telus.

[Russic]

Originally Posted by Northendzone

i thought shaw had some kind of option where you could leave your number and they call you back?

They do. Maybe it's nit available in all departments? I've never been on hold longer than 5 minutes. Been down the telus road before. Shaw will have to literally kick me in the balls before I'll go back to telus.

[Locke]

I just signed up for a new PVR and the function wasnt working, I called in, they called me back in about 30 minutes and were great at helping me out.

The service guy did tell me that they're upgrading a lot of their PVR software so thats causing some problems but once they're reset with the upgrades they're good to go.

[Hevishot]

I had 2 Shaw home phone boxes fry. After the 2nd time I was told it would be 2 weeks before anyone could come out. I told them they could come pick their shaw box up from off the street I had someone to my house in less than an hour after the call who promptly changed out my Shaw digital phone box and since than it has continued to work. Could be some sort of shaw miricle.

[FireFly]

They're in the process of hiring 150 more staff in Calgary alone and 300 nation-wide. Like a previous poster said, Telus' deal for Optik has been a huge call driver in the past weeks.

[krazycanuck]

I can top them all...

Last month I phoned and cancelled my Shaw services (girlfriend works for Telus, we get a damned good deal). I asked for the service to be haulted on October 31st, which the CSR confirmed with me. We have a Telus install date of November 1st.

On Monday morning, I woke up to no phone, cable or internet. So on my way to work I phone them and am told that my service was cancelled as of October 18th (which was my end of the billing cycle) and told that the only time they cancel accounts is the last day of the billing cycle. So either the guy was brand new or lying. Eventually he gets everything hooked up again and I'm told again that everything will be cancelled as of the 31st.

Tuesday morning I wake up, only this time the internet is still working and the cable and phone are out. On my way to work I phone again and talk to technical support this time, she says it was a technical problem and gets the phone up, and says the cable is back as well. I get home, the cable is still out (I miss the Flames game). I finally get through to technical support again at 9pm after waiting for a call back for over an hour. They say that customer service has locked out my account and there is nothing they can do to get me back up because they're closed.

Wednesday afternoon I phone back (the internet and phone went out again, and cable remains out). I talk to a couple people and they figure out that my disconnection date was never updated from October 18th. So they say that they fix that, update it, everything works and I'm told it's all good.

Yesterday afternoon I come home again the cable is out, phone is out, internet is out. I'm pissed at this point in time, so I call them and I'm informed that my cable has been physically disconnected by a service guy. They never let the service people know of the original screw up. So I'm told that the next open date for a service call is a 5 hour window on Saturday. I get more pissed at them, they say that they'll get someone out on Friday. I hope for their sake I don't have to make another phone call.

I've spent minimum 3 hours on the phone with these people over the past week. Shaw customer service BITES.

[Buff]

Pretty much everything is connected to customer service, in some way or another. So essentially I've been doing customer service for 15+ years. Every business or organization has their exceptional moments, just as every place has their bad moments in customer service. Some people get lucky with certain companies and some people just attract the short straw.

I consider myself to have had good luck with Shaw. From my personal, and business dealings with Telus, I've had quite a bit of back luck, but not always. I've seen times where you can do no wrong for some customers, and I've seen other times where no matter how hard you try, no matter how careful you are, something seems to go wrong with a particular customer. It happens. Businesses lose/gain customers as a result of their customer service. No business is completely fool proof, nor are they completely incompetent (save for the businesses that go under).

So to say that somebody's CS is good or bad, is only partially correct. In some instances yes, in some no.

[Rathji]

Originally Posted by Buff

Pretty much everything is connected to customer service, in some way or another. So essentially I've been doing customer service for 15+ years. Every business or organization has their exceptional moments, just as every place has their bad moments in customer service. Some people get lucky with certain companies and some people just attract the short straw.

I consider myself to have had good luck with Shaw. From my personal, and business dealings with Telus, I've had quite a bit of back luck, but not always. I've seen times where you can do no wrong for some customers, and I've seen other times where no matter how hard you try, no matter how careful you are, something seems to go wrong with a particular customer. It happens. Businesses lose/gain customers as a result of their customer service. No business is completely fool proof, nor are they completely incompetent (save for the businesses that go under).

So to say that somebody's CS is good or bad, is only partially correct. In some instances yes, in some no.

This is totally true, but in this case Shaw knows their call wait times are really bad right now, hence the large hiring spree they are on.

[FurnaceFace]

I used the online chat yesterday afternoon to ask about replacing our PVRs. I waited 5 mins max and got the answer I was expecting to get.

"Roger" from Mumbai was helpful even though he couldn't swing me 2 PVRs for getting CI.

[Jayems]

our PVRs are pooched after the upgrade thing they did. Nothing works anymore. Now they have to send out techs to our house.

plus, while waiting on the phone, the 'on hold' voice girl drives me crazy with her terrible lisp and inability to pronounce S words properly.

[return to the red]

Just got off the phone with shaw after waiting for a call back of over an hour (last night when I called I didn't have the option to leave my phone number for a call back). After all my troubles with my PVR the CSR told me that they will reset the box and to go home and tape another program and see if the problem continues.

Now I'm not a tech savy kind of individual but the problems of freezing and recordings stopping in the middle of pvr'ing seem like a hardware problem and nothing a reboot (loved that show by the way) would handle.

I guess I just want a new HD PVR box and be done with it.

[Ace]

The Online CHAT service is awesome I find, usually they get to you in 5 min, and can do everything there that they can do on the phone. My only fear is that as more people learn it's available the slower it will get.

[Vulcan]

Originally Posted by fotze

Shaw missed their earnings today and is down 4%.

Shaw's earnings are up 14% for the last fiscal year.

http://www.digitalhome.ca/2010/10/in...ions-soars-14/

[HeartsOfFire]

Originally Posted by Jayems

our PVRs are pooched after the upgrade thing they did. Nothing works anymore. Now they have to send out techs to our house.

plus, while waiting on the phone, the 'on hold' voice girl drives me crazy with her terrible lisp and inability to pronounce S words properly.

After glancing at your avatar, I felt this strange tune start building up in myLOOK AT MY HORSE, MY HORSE IS AMAZING!

[VANFLAMESFAN]

Ordered Center Ice today. Used the call back feature and the guy called me back within 10 mins and was very nice and accomodating to my needs.

[kermitology]

After getting some iPad feedback from russic I'm pushing some requests to get the callback service added to the web experience. That would make it available for iPad, iPhone, android, BB, and over the web to register for a call back.

I'm not hopeful that it will come any time soon, but I've taken that request up a few levels and it's been well received.

I really want Shaw to get an agreement in place to sell the Moxi pvr. That thing is amazing!

[trackercowe]

On hold with eBay customer service right now.

Thanks for your patience. We'll be ready to chat with you soon. Estimated wait time as of 1:19 PM 61 minutes

Fun times.

[Burninator]

Have had really good Shaw customer service up until about 10 minutes ago.

Phoned them in September because I noticed I wasn't getting all the channels I was paying for. As it turns out I haven't been getting these channels since April. The rep fixes it on my end, but said she had to send a crew out to fix something in the street and once that happened they would phone me and credit me back till April. No phone call. I phone them today they said that I could have been lying about it and that they can only credit me for 4 days (end of billing cycle) but she would credit me for the month of September.

So I paid for 6 months of something that I wasn't getting and I only got the money back for 1 month of it. Nice Shaw.

[VANFLAMESFAN]

Originally Posted by Burninator

Have had really good Shaw customer service up until about 10 minutes ago.

Phoned them in September because I noticed I wasn't getting all the channels I was paying for. As it turns out I haven't been getting these channels since April. The rep fixes it on my end, but said she had to send a crew out to fix something in the street and once that happened they would phone me and credit me back till April. No phone call. I phone them today they said that I could have been lying about it and that they can only credit me for 4 days (end of billing cycle) but she would credit me for the month of September.

So I paid for 6 months of something that I wasn't getting and I only got the money back for 1 month of it. Nice Shaw.

If I'm the Shaw guy and you tell this, I would think you might be lying as well. Think about how many people phone each day to shaw to try and get some free channels or get this discounted or say this and that. What makes your call stand out from the rest? Nothing.

The only thing I understand about your gripe is that the rep originally told you they were going to credit the six months. That rep should have left a note on your account or something along those lines.

I could easily phone today and ask them to credit 6 months of movie central at 17 bucks a month, but they probably wouldn't believe no matter how convincing I sound. As a customer, you have a responsibility to make sure you get what you are paying for and if you're not, you need to let them know ASAP.

[Burninator]

Originally Posted by VANFLAMESFAN

If I'm the Shaw guy and you tell this, I would think you might be lying as well. Think about how many people phone each day to shaw to try and get some free channels or get this discounted or say this and that. What makes your call stand out from the rest? Nothing.

The only thing I understand about your gripe is that the rep originally told you they were going to credit the six months. That rep should have left a note on your account or something along those lines.

I could easily phone today and ask them to credit 6 months of movie central at 17 bucks a month, but they probably wouldn't believe no matter how convincing I sound. As a customer, you have a responsibility to make sure you get what you are paying for and if you're not, you need to let them know ASAP.

If they think their customers are lying to them all the time I am not interested in being their customer. It's fair to assume that most customers are in fact not gaming the system. It's poor business to punish the many that are honestly having a problem to stop the few that are lying.

I am sure I spoke to a low level person when I phoned. I'll be phoning the retentions/canceling people tonight and I'll get it resolved one way or the other.