Shaw customer service - Page 5 - Calgarypuck Forums - The Unofficial Calgary Flames Fan Community

Huntingwhale · 09-21-2011, 08:40 AM

Well, I treid to get thru to Shaw again yesterday and no avail. I even sat online waiting to chat with a CSR and nothing. I went to the Telus site to check out their Optik TV and immediately I was put in touch with an incredibly helpful CSR who managed to find me a great deal. I ended up getting Optik TV with HD channels, and the fastest Optik internet, for $77/month during promos and afterwards around $117/month. I also got a free HD PVR recorder, a free laptop, all movie channels free for 3 months and NHL centre ice for free! I had to sign up for a 3 yr contract, but it will be cheaper then my Shaw package (even after my Telus promo expires).

Now the challenge will be to get thru to Shaw to try and cancel my account. I can't wait to ream them out. All I wanted to do was order NHLCI for my shaw account. That's all. But now because of their piss poor service, they will be losing a client. Can't wait to see how they handle that.

Sr. Mints · 09-21-2011, 08:48 AM

^^ Tweet 'em (@shawhelp) and tell them to cancel your account. Don't ask them to.

Old Yeller · 09-21-2011, 09:38 AM

Quote:

Originally Posted by fundmark19

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

My father got the promo a couple of weeks ago and the install is happening on Friday. Now he did reference my account (which they checked) and also brought up that he's been a Shaw customer since the early 1980's.

It really seems to be the luck of the draw with which CSR you get.

Art Vandelay · 09-21-2011, 09:45 AM

I did the online chat thing yesterday night. Took about 25-30 mins to get connected, but I liked it. I wish it would make a sound when the agent was there as it was kind of annoying switching back and forth between windows.

Raekwon · 09-21-2011, 10:21 AM

Quote:

Originally Posted by Art Vandelay

I did the online chat thing yesterday night. Took about 25-30 mins to get connected, but I liked it. I wish it would make a sound when the agent was there as it was kind of annoying switching back and forth between windows.

Doesn't that window start flashing on the taskbar when they type something?

Hemi-Cuda · 09-21-2011, 10:57 AM

Quote:

Originally Posted by Huntingwhale

Well, I treid to get thru to Shaw again yesterday and no avail. I even sat online waiting to chat with a CSR and nothing. I went to the Telus site to check out their Optik TV and immediately I was put in touch with an incredibly helpful CSR who managed to find me a great deal. I ended up getting Optik TV with HD channels, and the fastest Optik internet, for $77/month during promos and afterwards around $117/month. I also got a free HD PVR recorder, a free laptop, all movie channels free for 3 months and NHL centre ice for free! I had to sign up for a 3 yr contract, but it will be cheaper then my Shaw package (even after my Telus promo expires).

Now the challenge will be to get thru to Shaw to try and cancel my account. I can't wait to ream them out. All I wanted to do was order NHLCI for my shaw account. That's all. But now because of their piss poor service, they will be losing a client. Can't wait to see how they handle that.

when i switch from Shaw to Telus, Telus offered to cancel my Shaw account for me after they finished my install. not sure if they're still offering to do that or not

Huntingwhale · 09-21-2011, 11:04 AM

Quote:

Originally Posted by Hemi-Cuda

when i switch from Shaw to Telus, Telus offered to cancel my Shaw account for me after they finished my install. not sure if they're still offering to do that or not

They do, but I want to cancel myself so that I can bitch at Shaw about how crappy their service has become and that is exactly why I am switching over to Telus.

Yamer · 09-21-2011, 12:04 PM

Went down to the Shaw offices this morning @ 10. Was home by 10:30 with everything changed around and adjusted the way I wanted...barring any hiccups down the road to my next bill. Now to just wait for the new modem in the mail.

Now, that is Red Deer travel distance/traffic. Would way rather do that than wait two and a half hours on the phone.

As for Shaw itself, I have never really had any major issue with them...which is said as I cross my fingers and knock on wood.

You Need a Thneed · 09-21-2011, 12:07 PM

After a couple of times trying to call in late at night and waiting an hour or more, I tried the online chat. Waited 20 minutes or so, got a representative and helped me out right away.

Coys1882 · 09-21-2011, 05:54 PM

I had an install booked today for a broadband 50 modem and a new HDPVR. Turns out they were all out of the PVR but got the modem hooked up. Bad thing is now none of my channels work. What are the chances they booted my existing PVR off the network anticipating the new one?

Rathji · 09-22-2011, 05:45 AM

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

TurnedTheCorner · 09-22-2011, 05:50 AM

Service experiences with BB100 aside, the customer service has been quite good for me lately.

I suspended my TV over the summer, and when I saw a lot of the preseason games I called to have my TV reactivated earlier than the planned Oct 1 date. Shaw said it would take an additional service call as a tech had to come to the building (I thought they could just provision the box remotely), but they would arrange one right away. That was last Thursday. This morning, my TV is back on, more than a full week ahead of the original schedule.

For my BB100 issues, I had to use the call back service due to long hold times. But both calls were returned in the promised window. Unable to resolve the problems remotely, they scheduled a service call ASAP, which was this past Tuesday.

They've been very responsive for me over the last week.

Rathji · 09-22-2011, 05:59 AM

One more thing, that might have been mentioned here before, if you would like to use the call back feature, you need to call earlier in the evening. Apparently they turn it off after a certain point to ensure that everyone (hopefully) gets called back.

Vinny01 · 09-22-2011, 09:33 AM

MY internet at home has been down or slow since they installed it a week ago. I called them and waited an hour and a half for them to call back. They mentioned the issue had to do with the wireless router (which they installed with the gateway system) and I can't get an IP address. So they promised to call back in an hour (for some reason they could not fix it due to something going on in my area). No call back and still no internet.

This company is becoming a joke at a rapid pace.

You Need a Thneed · 09-22-2011, 09:39 AM

Quote:

Originally Posted by Rathji

One more thing, that might have been mentioned here before, if you would like to use the call back feature, you need to call earlier in the evening. Apparently they turn it off after a certain point to ensure that everyone (hopefully) gets called back.

When I called the other day, they say they shut off the call back feature at 6 pm.

bizaro86 · 09-22-2011, 08:52 PM

Apparently should have checked here first. Now that I've been on hold for an hour and 10 minutes with no call back option, it seems like it's worth holding on...

My request for them to match a Telus price is starting to feel more and more like it should be a cancellation.

bizaro86 · 09-22-2011, 09:15 PM

Hmm... Now well past the 1 hour 28 minutes that was the top end of their estimate for hold times. If you're going to leave me hanging for hours, at least be honest about how crappy your service actually is.

bizaro86 · 09-22-2011, 09:28 PM

Nearly two hours of hold time, no room to match any Telus deals or any interest in keeping the business. Cancelled the cable, will cancel the rest once I have Telus set up. I've had promos in the past, cancelled the cable, and they've called back with a new promo 2-3 months later.

This time they're going to lose the business because I'll have a 3 year Telus contract by then.

Coys1882 · 09-23-2011, 08:24 AM

Quote:

Originally Posted by Rathji

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

They did.

fredr123 · 09-23-2011, 08:34 AM

My second cable box stopped getting HD channels a couple weeks ago. The message is either "This channel requires a subscription" or "This channel will be available shortly". Those channels were available on that tv a couple weeks ago and we receive them on the other cable boxes in our house.

I've tried a few times now to get through to customer service to have this fixed but the wait times are ridiculous.

I imagine it's pretty hard to get rid of old Shaw hardware right now (who really wants to sign up with them right now?) otherwise I think I'd seriously think about switching to something else.