Shaw customer service

[Ducay]

Back in August my Shaw promo ended (extreme, HDPVR, phone etc for $89) and my price jacked up to $190 a month.
Best they could do to try and keep me was $85/month for non-extreme internet, no HDPVR rental, and scaled back HD channels.

Suffice to say I switched to Telus (15/15/15 promo); but Telus Optik has been giving me grief (laggy menus, occasional bandwidth drops causing TV pixelation/stutter).

Called yesterday and made the switch back to Shaw under the new $99/3 years deal with the new Gateway system. Pretty excited as for a couple bucks a month, I now get 50Mbps internet, all HD channels, Gateway system (I own hardware). Plus its locked in for 3 years, so no more switching back and for

[Jimdon]

The best is when you get the "We are experiencing higher than normal call volumes" message, EVERY SINGLE TIME YOU CALL...

If you get that message every time, than those are not higher than normal volumes, that is your average volume, for which you apparently are not equipped to deal with properly.

[aaronck]

Originally Posted by Ducay

Back in August my Shaw promo ended (extreme, HDPVR, phone etc for $89) and my price jacked up to $190 a month.
Best they could do to try and keep me was $85/month for non-extreme internet, no HDPVR rental, and scaled back HD channels.

Suffice to say I switched to Telus (15/15/15 promo); but Telus Optik has been giving me grief (laggy menus, occasional bandwidth drops causing TV pixelation/stutter).

Called yesterday and made the switch back to Shaw under the new $99/3 years deal with the new Gateway system. Pretty excited as for a couple bucks a month, I now get 50Mbps internet, all HD channels, Gateway system (I own hardware). Plus its locked in for 3 years, so no more switching back and for

When I talked to them, they said I had to buy the Gateway system for around $400, not true? Can you trade in the PVR? How does the Shaw gateway compare to Telus?

[Ducay]

Originally Posted by aaronck

When I talked to them, they said I had to buy the Gateway system for around $400, not true? Can you trade in the PVR? How does the Shaw gateway compare to Telus?

Its a weird way that they are structuring the gateway offerings, as believe I "bought" the gateway, but the cost is spread out and included in the $99 monthly charge (ie $15 of that $99 is buying the equipment).

My gateway isn't going to be installed until later this month, so can't compare the two systems. All I know is that the Optik guide was laggy, but looked a heck of a lot better than the old DCT UI's Shaw has been using for the last 10 years

[Rathji]

The Gateway itself is $599, which is spread over 3 years at virtually no finance cost - I think $617 in total. It comes with one portal. In comparing hardware costs, this Gateway is the only major difference between Shaw and Telus, which isnt a small one, but Shaw has spread it over 3 years, so it is easier to swallow.

You can also trade in your old PVR for another portal, or buy one for $5 a month.

The system is similar in results, but not identical to Telus. I dont know the exact details, but the main difference is your Gateway is installed in a central location (like your utility room) and thats what records the feed and sends the feed to the portal. So you need a portal for each TV, on top of the gateway. It can record 6 feeds at once. With Telus, your recordings are done on your main PVR (which hooks to your TV) and then can be watched on your other boxes.

Both technologies support being able to watch content on other devices, but as I understand it, only Telus has it implemented right now and Shaw is still working on theirs with the XBox.

[the-rasta-masta]

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...

[wooohooo]

I was on the shaw student plan for the past year but that was ending and they called me for some promo for 1/2 price tv and a free month. First bill I got was huge so I called Shaw and after about an hour the rep said I should be credited back with the amount. Next billing cycle it's even bigger. The amount from the last bill carried over to this. I call back and there was no call back option so I called again. Waited about 2 hours before giving up. Tried the next day and thank goodness there was a call back option but only took about 5 hours. Rep promised me this time it was fixed so I let it go. Now some of my tv channels don't work and after looking online I have to get them to reset it which I am not ready to do. I've been wanting to go to Telus because of their crappy service but calling to cancel has been another hassle.

Now my girlfriend just moved apartments and was looking to carry over her service. First night we called took over 3 hours but it was okay as we were just doing some packing... only problem was the same damn ffinoginweoifjoiwe song was playing the whole entire time. Phone ran outta batteries so we tried again for the next two nights. No dice. Finally got the call back on the fourth day after 4 hours. Too bad my girlfriend had a patient but was not in the mood to wait again so told them about the situation. They tried booking her for a month down the road and because she was 1 day late in calling she would still be billed. So she just cancelled their service but was still going to be billed. Now we went to Telus, wait was long but not nearly anything that bad.

I hate Shaw.

[Vinny01]

I am getting the Gateway system installed in my place today. I recently moved and asked for the Promo when I was letting shaw know i was moving. They said I couldn't get the deal I complained and basically said I am cancelling my service. I was ready to go to Telus but I liked that 3 year rate plan on the gateway and do not want a contract at all. My gf signed up for shaw in the new place and of course they are giving her the promo. Kind of sucked we had to wait 2 weeks after requesting the service to get it installed.

[MacDaddy77]

Posted this in the TElus Optic thread as well..


So I tried to switch to Telus and apparently they run on Ports (???) and because there are too many people in my neighborhood that already have Telus I have to wait until someone leaves to be able to switch to their service, and now i am stuck with Shaw who I am preppy disappointed with

[fundmark19]

Yup same with me when I tried to switch last year for the telus promo. We have a great telecomunication industry here in town

[OilKiller]

The lack of competition is put in place to protect Canadian businesses and I get that, but in the end, it's us, the consumer that ends up getting screwed, while these Canadian companies rake in tons of cash.

[Coys1882]

Here's my experience with Shaw this week:

• Tuesday - Wait two hours on hold to order the personalizer, new PVR and new modem for broadband 50.

• Wednesday - realize I forgot to order the family package, call shaw, wait two hours on hold, order package

• Thursday - notice family package isn't working. call shaw and wait on hold for two hours. Ask for family package, denied because I have an open work order. I suggest cancelling work order, adding family package and then rebooking work order. CSR does not have the skill to such a thing. Transfers me to a new department.... 5 HOUR WAIT!!!!

My phone almost hit the wall at mach speed.

[Meelapo]

I'd really like to cancel my Shaw internet service and just go with Techsavvy but I don't think I'll ever get through to actually speak with someone about cancelling.

[red sky]

So for those that had the $89 retention plan last year, what is the best option this time around? That Gateway thing seems decent but I don't know too much about it.

[Lithium]

Originally Posted by Coys1882

Here's my experience with Shaw this week:

• Tuesday - Wait two hours on hold to order the personalizer, new PVR and new modem for broadband 50.

• Wednesday - realize I forgot to order the family package, call shaw, wait two hours on hold, order package

• Thursday - notice family package isn't working. call shaw and wait on hold for two hours. Ask for family package, denied because I have an open work order. I suggest cancelling work order, adding family package and then rebooking work order. CSR does not have the skill to such a thing. Transfers me to a new department.... 5 HOUR WAIT!!!!

My phone almost hit the wall at mach speed.

Ever try to use the online chat feature for help? Longest I've ever had to wait on there is maybe 20 minutes.

[Coys1882]

Originally Posted by Lithium

Ever try to use the online chat feature for help? Longest I've ever had to wait on there is maybe 20 minutes.

Really? Is it a live person or just a bot?

[OldDutch]

FYI, Here is what they wrote me back when I complained about my gateway needing to be rebooted every few days, and waiting on hold for support:

"
Good afternoon,

I sincerely apologize for the long wait times you have experienced. This is our busiest time of year and we are doing our best to get to each customer as quickly as we can. We hired 200 new front line staff and are in the process of hiring 200 more. We don't anticipate that the wait times will last for much longer. I understand the frustration our customers are experiencing. We know it's not the service our customers expect or deserve and are working to fix it as soon as possible.

"

Not sure if this is BS, or they are trying to rehire everyone they fired just a little while ago?

[Lithium]

Originally Posted by Coys1882

Really? Is it a live person or just a bot?

Live person. They have scripts to copy/paste into the chat to maintain quality and sometimes they type rather slow, but I've always received the best help on there.

Had to get my PVR reset one night, took me less than half an hour to get that completed.

[bossy22]

Originally Posted by OldDutch

Good afternoon,

I sincerely apologize for the long wait times you have experienced. This is our busiest time of year and we are doing our best to get to each customer as quickly as we can. We hired 200 new front line staff and are in the process of hiring 200 more. We don't anticipate that the wait times will last for much longer. I understand the frustration our customers are experiencing. We know it's not the service our customers expect or deserve and are working to fix it as soon as possible.

"

Not sure if this is BS, or they are trying to rehire everyone they fired just a little while ago?

They've been using that line for 6 months now.

[OldDutch]

Originally Posted by bossy22

They've been using that line for 6 months now.

My favorite part is "busiest time of year". Really? All those "back to school", Gateway purchases?