What's up with Shaw's Customer Service?

[MJM]

They used to be top-notch, and even if I could save a little money somewhere else I would stay with them because of it.

It downright sucks now. I've had to call them a couple times lately about billing matters and one time I was on hold for close to an hour, and today i'm on hold for 20+ minutes and accounting.

Absolutely brutal!

[Temporary_User]

Originally Posted by MJM

today i'm on hold for 20+ minutes and accounting.

This made me laugh.

I agree though. I had to call them 3x in the last month. I'm paid up until the end of December, then I'm going to be switching companies.

[return to the red]

weird that this came up after I spent half an hour on hold last night before I got pissed off and hung up.

On another note anyone ever have troubles with their shaw HD PVR freezing when playing back a recording?

[henry07]

i noticed the same thing too. they take a long time to get back to you. when they do they are usually pretty accommodating though. in my experience anyway

[ken0042]

I switched to Telus due to Shaw's customer service. It's almost like they decided to switch who wanted to give good service.

[COGENT]

I am in the process of getting bulk Shaw service for my condo. The sales rep told me (without me even mentioning it) that he apologizes for the wait times on the phone and that they just hired 100 more customer service people and hopefully getting even more. He said it should be getting better soon. Looks like they recognize there's a problem.

[Pinner]

This type of customer service is getting more and more common, I was on hold with Sirius for 55 minutes. Unbelievable !

[MJM]

Originally Posted by Temporary_User

This made me laugh.

I agree though. I had to call them 3x in the last month. I'm paid up until the end of December, then I'm going to be switching companies.

I was reading our company's 3rd quarter results when I typed that, I guess my mind was thinking accounting.

[FlameOn]

55 Minutes is nothing, try 3 hours one night trying to get my signal up again in time for a flames game. It's nuts.

[Rathji]

Originally Posted by MJM

They used to be top-notch, and even if I could save a little money somewhere else I would stay with them because of it.

It downright sucks now. I've had to call them a couple times lately about billing matters and one time I was on hold for close to an hour, and today i'm on hold for 20+ minutes and accounting.

Absolutely brutal!

They were seriously short staffed in their TSR/CSR areas. This is for a few reasons, but I think it has mostly to do with more calls from in other cities being routed to Calgary for some reason. A TSR I know has seen days where she only deals with people from Edmonton.

I know for the TSR area, they hired about 30 people that started last month and are hiring at least that many this month (the job fair was a couple weeks ago IIRC).

I expect it to get a lot better, since they realize it is a problem and are hiring to correct it.

[WilsonFourTwo]

I called Shaw on Tuesday to change around my services.....about a 40 minute wait in the middle of the morning, thought it was kinda bizzare.

That said - Telus still takes the "WTF!! Cake". I called them once around 530ish on a weeknight.....straight to the hold music. Stayed on hold until 8pm, at which point I got the "I'm sorry, customer service closes at 8pm" message and the system hung up on me. Needless to say, I reached a level of pissed-off that I didn't know even existed.

[Da_Chief]

It's all over the place...

-Rogers, minimum half hour wait
-Shaw, hour long wait about 3 weeks ago I called
-CIC, they just tell you no one is available, call back later
-Canadian Direct Insurance, 45 minute wait or no one is available.

These are just within last month...good thing for speaker phones, turn it on and leave it and answer when they answer.

[SportsJunky]

Don't you guys use the "call back" option? I punched in my number recorded my name and customer service called me back in about 30 minutes. Holding on the phone for that long is ridiculous.

[macker]

I concur! Also....anyone else notice how scratchy and poor quality the reception is on their automated messages when you are on hold for them....very poor quality for a company in the phone business and using their technology.....sounds like they are talking into a garbage can

[COGENT]

Originally Posted by SportsJunky

Don't you guys use the "call back" option? I punched in my number recorded my name and customer service called me back in about 30 minutes. Holding on the phone for that long is ridiculous.

Yeah it's a decent solution to a major problem however I don't seem to be given the option every time.

[Buff]

Several years ago I went to my cousin's to help him fix his internet connection. In the end we had to call Telus, so he got on the phone and we waited on hold as we talked for about 15 minutes. Then we decided to go watch the hockey game while we were on hold. Listened to their crappy music as we watched some Leaf's game on HNIC. To spare you the rest of the boring details, we sorta forgot about being on hold and wound up watching the entire game. After the game he hung up and called back, but this time instead of choosing the tech support option he chose the option to speak to somebody in account management. Obviously the guy couldn't help, and wouldn't/couldn't get us connected to tech support, so we called it quits and went out for beers. My cousin was without internet for a few days, as he didn't want to wait long whenever he called, and ended all his calls after waiting for 10 minutes. He got lucky half a week later and got connected to a live person in just a few minutes. They couldn't solve the problem without making my cousin wait a few days for some reason, so he switched to Shaw.

[Mazrim]

When Shaw came by to install my HD service, the guy told me the wait times were really long because of the competition between Shaw and Telus right now, and all the people going to cancel. He says he spends whole days just upgrading people like me who got a better deal through retentions. Guess with a positive (competition driving down prices), there comes a negative.

[bizaro86]

Originally Posted by fotze

Shaw missed their earnings today and is down 4%.

CEO quit as well. His little brother is taking over

[Huntingwhale]

[Northendzone]

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