Shaw customer service - Page 4 - Calgarypuck Forums - The Unofficial Calgary Flames Fan Community

Rathji · 09-16-2011, 03:04 PM

Quote:

Originally Posted by bossy22

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

Actually 6-8 months ago, it was dealing with the training of the previous batch of recruits. Doesn't excuse the fact that it happened again so shortly afterwards.

TurnedTheCorner · 09-16-2011, 09:43 PM

I just upgraded to BB100, but the DL speeds did not improve. Apparently another subscriber in my apartment building had called having the same issue, so there's a tech service call in the building on the weekend. They suspect it is node saturation - hopefully because it is in an apartment situation, it can be easily remedied? If not I will just downgrade back to BB50 - no sense in paying even a little more for promised higher speeds that can never be delivered.

I used the call back service and was told my call back would be in 1 hour 20-some minutes to 2 hours and 9 minutes. I called at 7:24 PM, and got called back at 9:07 PM. So right in the promised window.

Huntingwhale · 09-20-2011, 09:17 AM

This Shaw 'service' is complete and utter BS. I've been trying to order NHL Centre Ice package for 3 freaking days now and I can't get through to anyone! There isn't even an email address that I can email someone at to get them to call me. WTF happened to their service?? Only a short time ago it was a couple minute wait on the phone, or the option for a call back. Now it's a 2 hour wait on the phone and no call back option. Does anybody know of any email addresses that can get through to them?

Lst night I spent over an hour and a half on hold, only to get disconnected for no reason. Complete BS. I'm tempted to switch over to Telus but I can't even get through to Shaw to disconnect.

FFS, at least give me the option for a call back instead of making me wait on the phone for a couple hours, wasting my daytime minutes. I JUST WANT TO ORDER NHLCI and can't do that with my online account options, so I am forced to talk to someone. Such garbage.

fundmark19 · 09-20-2011, 09:23 AM

I just called to have a call back to cancel my services. If they don't offer me the gateway promo I am gonezo!

Nammer403 · 09-20-2011, 09:23 AM

Quote:

Originally Posted by Huntingwhale

This Shaw 'service' is complete and utter BS. I've been trying to order NHL Centre Ice package for 3 freaking days now and I can't get through to anyone! There isn't even an email address that I can email someone at to get them to call me. WTF happened to their service?? Only a short time ago it was a couple minute wait on the phone, or the option for a call back. Now it's a 2 hour wait on the phone and no call back option. Does anybody know of any email addresses that can get through to them?

Lst night I spent over an hour and a half on hold, only to get disconnected for no reason. Complete BS. I'm tempted to switch over to Telus but I can't even get through to Shaw to disconnect.

FFS, at least give me the option for a call back instead of making me wait on the phone for a couple hours, wasting my daytime minutes. I JUST WANT TO ORDER NHLCI and can't do that with my online account options, so I am forced to talk to someone. Such garbage.

I know what you mean, over the weekend I got a new PVR terminal and we called to activate but the wait was like 4 hours on saturday night arond 8pm. I went out that night and came home at like 4 am and was wide awake so decided to call and they still had an 1hr wait. I called Telus last night too and the wait was about an hour.

If you have twitter you can message ShawHelp and I think they can try to help you.

fundmark19 · 09-20-2011, 09:58 AM

No attempt at retention at all by shaw. My services are cancelled! I am a free man

MacDaddy77 · 09-20-2011, 12:56 PM

Quote:

Originally Posted by fundmark19

No attempt at retention at all by shaw. My services are cancelled! I am a free man

As soon as Telus has a Port available I'm gone as well

Rathji · 09-20-2011, 01:53 PM

If anyone is looking to get something fixed or channels added etc, I tried the chat support last night and it was pretty painless. Took about 40 mins though, but that's better than waiting on hold.

fundmark19 · 09-20-2011, 02:38 PM

I brought up the point is it really worth wasting your time (csr) trying to retain me and then waste time of someone at the shaw store to return my stuff and then waste the time of another CSR to set me up with new services in 2 months and then have another installer come out to do the install.

All he said was I know it seems crazy but you were all ready on a promo we just can't give you another good promo until you are a new customer

Vinny01 · 09-20-2011, 03:19 PM

Honestly anyone that lives with a wife, husband, gf/bf should consider cancelling the one account and having the other person start a new account. I had to do that with my gf to get the gateway promo. I even told Shaw that I was going to get the promo one way or another when i cancelled and they just don't care.

Rathji · 09-20-2011, 03:29 PM

Quote:

Originally Posted by Vinny01

Honestly anyone that lives with a wife, husband, gf/bf should consider cancelling the one account and having the other person start a new account. I had to do that with my gf to get the gateway promo. I even told Shaw that I was going to get the promo one way or another when i cancelled and they just don't care.

The TSr's dont care, they get $30 when they sign you back up!

fundmark19 · 09-20-2011, 03:40 PM

One other thing the guys said the promo ended in august has anyone tried to get it in September?

MacDaddy77 · 09-20-2011, 03:57 PM

Quote:

Originally Posted by Vinny01

Honestly anyone that lives with a wife, husband, gf/bf should consider cancelling the one account and having the other person start a new account. I had to do that with my gf to get the gateway promo. I even told Shaw that I was going to get the promo one way or another when i cancelled and they just don't care.

Wouldn't they just see that you have the same name at the same address as the existing account?

Rathji · 09-20-2011, 04:08 PM

Quote:

Originally Posted by MacDaddy77

Wouldn't they just see that you have the same name at the same address as the existing account?

Its a new name, so they could figure it out, if they cared. I think it only flags if you try to do something stupid like get your old phone number back.

mykalberta · 09-20-2011, 04:23 PM

Quote:

Originally Posted by the-rasta-masta

...

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...

Have you had Shaw before?

With Shaw you prepay for the next month so the first bill is always larger than your normal monthly amount.

Rathji · 09-20-2011, 04:28 PM

^

And, if like in my current position, if you reduce your services you will get a small bill the next month since the amount you previously paid will be prorated and credited to your bill.

FlameOn · 09-20-2011, 08:32 PM

Unfortunate that people are getting such horrible service lately. I wonder if it's just when you call? I had to wait once on the phone for 2 hours cuz I never got the call back message.

Today was better, I called in to change my personalizer packages, left my number for a phone call back, got called back in under an hour and changes updated 5 minutes later. This is at peak hours after work at 5ish today.

fundmark19 · 09-20-2011, 09:33 PM

Well so much for 10 days shaw cutoff my cable today but left me Internet and phone those morons

Yamer · 09-20-2011, 09:35 PM

I don't know what it is like in Calgary, but here in Red Deer I find it much easier and more personable to just go down to the Shaw building/office and deal with them directly for all matters.

Quick question, I am looking to re-adjust my plan to something more economically friendly. Are the plan prices and TV theme packs on their website for new customers only?

Rathji · 09-20-2011, 10:24 PM

Quote:

Originally Posted by Yamer

I don't know what it is like in Calgary, but here in Red Deer I find it much easier and more personable to just go down to the Shaw building/office and deal with them directly for all matters.

Quick question, I am looking to re-adjust my plan to something more economically friendly. Are the plan prices and TV theme packs on their website for new customers only?

Personalizer plans are available to everyone.

I was able to upgrade my internet to Broadband 50, keep my phone and the channels I watch for a $20 increase over my previous bundle price (which was roughly equiv to the deal people were getting last year). Still isnt better than the crazy deal Telus will give for 1 year, but cheaper than the price after that by a good chunk.

The current CS issues are 100% related to staffing, which is always cyclical in a service industry. The fact that Shaw has had 2 large dips in employees the past 2 years is not a good sign and if they can't fix it before I have a major issue, then I will strongly consider switching to Telus.