Shaw customer service - Page 6 - Calgarypuck Forums - The Unofficial Calgary Flames Fan Community

YYC in LAX · 09-23-2011, 08:40 AM

Needed to contact Shaw a couple times regarding Centre Ice. I used the online chat option and waited about 20 minutes at about 8:30 am. I would recommend using it.

Coys1882 · 09-23-2011, 09:16 AM

So far I am incredibly impressed by the service I got using Twitter. If you have a Shaw issue - give it a try.

red sky · 09-23-2011, 09:19 AM

I am with Shaw and I have 4 TV's in my house with one HDPVR, one HD box, and two regular digital boxes. I am thinking that I might be switching to Telus if and when Shaw doesn't do anything to retain me. Will Telus lend or give me enough of these boxes so I don't have to buy any? I am not interested in getting a free laptop or whatever their promo is.

ken0042 · 09-23-2011, 09:28 AM

Just to add that I went to Telus a few years ago due to a Shaw customer service issue. If you tell Telus you don't want a contract they may give you other options. I went with a 1 year contract that had a $100 cancellation fee. I also got my first 2 months free; which means even if I cancelled in month 3 I would still be ahead.

Another idea I have while reading this thread- has anybody tried calling Shaw in another city? Like Saskatoon or Winnipeg? Not sure if everything goes into the same hold queue or not; but may be worth a shot. (Especially if you have Shaw's free long distance.)

DuffMan · 09-23-2011, 09:28 AM

the chat window has never taken more than 10 minutes previously but the other day I had a tech scheduled to come to my place, and I wanted to make sure the call was still on. I used chat but it was waiting from more than 15 minutes and I had to get up and do other things. I had to set up facetime on an ipad and my phone and then set the ipad up in front of the computer so I could watch the window. 25 minutes it took.
I think more people are using it instead of callback in 2 hours or more. chat will probably be over an hour wait very soon.

bossy22 · 09-23-2011, 09:49 AM

Quote:

Originally Posted by Rathji

I doubt they would have removed your box from the system before provisioning the new one.

nvm

Vinny01 · 09-23-2011, 12:37 PM

Quote:

Originally Posted by red sky

I am with Shaw and I have 4 TV's in my house with one HDPVR, one HD box, and two regular digital boxes. I am thinking that I might be switching to Telus if and when Shaw doesn't do anything to retain me. Will Telus lend or give me enough of these boxes so I don't have to buy any? I am not interested in getting a free laptop or whatever their promo is.

It sounds like you would be a good candidate for the shaw gateway system. You could get HD on all your TV's and have PVR access to all of them as well. The problem is they are not giving the promo out to existing customers and you would probably have to pay $500 for the system.

GreatWhiteEbola · 09-23-2011, 12:58 PM

Quote:

Originally Posted by Vinny01

It sounds like you would be a good candidate for the shaw gateway system. You could get HD on all your TV's and have PVR access to all of them as well. The problem is they are not giving the promo out to existing customers and you would probably have to pay $500 for the system.

Gateway + Portal = $598.00
2 x portal ($178.00) = $356.00
(trade in the HDPVR for a free portal)

4(1 free) portals and the Gateway = $954.00

http://www.shaw.ca/Gateway/Hardware/

Rathji · 09-23-2011, 01:00 PM

Quote:

Originally Posted by Vinny01

It sounds like you would be a good candidate for the shaw gateway system. You could get HD on all your TV's and have PVR access to all of them as well. The problem is they are not giving the promo out to existing customers and you would probably have to pay $500 for the system.

Either way you would need to pay for the portals and gateway, and I am pretty sure anyone can get the no charge financing on them, you just wouldn't get the $99 deal without good luck, or a cancel and resignup.

GreatWhiteEbola · 09-23-2011, 01:04 PM

Quote:

Originally Posted by red sky

I am with Shaw and I have 4 TV's in my house with one HDPVR, one HD box, and two regular digital boxes. I am thinking that I might be switching to Telus if and when Shaw doesn't do anything to retain me. Will Telus lend or give me enough of these boxes so I don't have to buy any? I am not interested in getting a free laptop or whatever their promo is.

Will Telus will work on up to 6 TVs, I know the old issue was if it would work well if you are using up bandwidth (ie internet, multiple TVs running HD). I'm not sure if that has been resolved.

Rathji · 09-23-2011, 01:14 PM

Quote:

Originally Posted by GreatWhiteEbola

Will Telus will work on up to 6 TVs, I know the old issue was if it would work well if you are using up bandwidth (ie internet, multiple TVs running HD). I'm not sure if that has been resolved.

Given how the tech works., I don't know if that can ever be 'resolved' but its not like anyone is watching 6 TV's at the same time ever.

Hanni · 09-23-2011, 03:13 PM

Waited 2 hours for a call back, explained my issue, "I'll have to transfer you to tech support". Recording "something about tech support not available....your call has been transferred to customer support... wait time currently 2 hours"

Vinny01 · 09-23-2011, 03:24 PM

I got the gateway on the deal and a portal for both TV's for free ($50 installation). They let me keep my old PVR (i thought I had to trade it in). I do think the best way to do it is cancel/signup if you have the ability to have someone else in the house sign up.

Sr. Mints · 09-24-2011, 02:02 PM

The tech guys came to my house yesterday. Not sure why two of them were needed, but whatever.

They tested my modem and said it was fine, so they replaced the line going to my house. That seems to have fixed things.

I'm just about to tweet @shawhelp about a credit for the downtime.

prarieboy · 09-26-2011, 08:36 PM

Quote:

Originally Posted by Hanni

Waited 2 hours for a call back, explained my issue, "I'll have to transfer you to tech support". Recording "something about tech support not available....your call has been transferred to customer support... wait time currently 2 hours"

I'm going for the record.

Initial wait was 75 minutes. I was then transfered to "Tech Support". Wait time is currently 4 hours!! My phone says I've been on the call for 114 minutes so far.

She lied and said I'd be at the top of the list.

prarieboy · 09-26-2011, 09:15 PM

152 minutes and counting. Thankfully my call is important and I'm encouraged to keep holding.

Sorry, I'm ranting.

Coys1882 · 09-26-2011, 09:24 PM

Quote:

Originally Posted by prarieboy

152 minutes and counting. Thankfully my call is important and I'm encouraged to keep holding.

Sorry, I'm ranting.

Use twitter @shawhelp - you'll be 'tweeting' with someone in 10mins.

prarieboy · 09-26-2011, 09:45 PM

181 minutes and 12 seconds to not resolve my problem. Scheduled a tech to come out and see why we only get some of our paid channels on some boxes and not the others.

OldDutch · 09-26-2011, 10:07 PM

Quote:

Originally Posted by prarieboy

181 minutes and 12 seconds to not resolve my problem. Scheduled a tech to come out and see why we only get some of our paid channels on some boxes and not the others.

Ok, so this is how I maintained my sanity a month ago when I was having problems. Start calling when you get up in the morning. If you have a kid like me, that is 8AM. Hit the prompts until you get tech support. If you do not immediately get call back service, hang up. Then try again in 20-30 minutes.

There is a sweet spot I found around 45mins-1hour wait where call back was always offered. I never waited on hold, just kept rolling the dice for call back service.

Sad, but it was like winning the lottery when I got that option. "Yay, I get service today!"

Rathji · 09-27-2011, 07:39 AM

^ I am amazed that with all the people in this thread that say use Twitter or online chat for speedy results and people still wait on hold for 3+ hours.

Doesn't excuse the shortage of staff, but just seems like a strange strategy.