I'm with you on that Jetranger, the left and right hands really don't know what they are doing. I've switched a handfull of my business clients over to BB25 or BB50 lately and each day on the phone is another story.
eg, customer already had BB25, on a Friday, I called to find about getting upgrade pricing to BB50, was told they'd have to pay full price as they got a deal a year earlier when they signed up and that they'd have to pay the additional $10/month for static ip (included in new user packages). Discussed this additional $30/month cost with client. Called Shaw on the Monday and was told, they can get the special deal of 6 months free and 1 static ip address is included. We ordered it, it got installed and client is happy.
OTOH, I spent 3-4 hours on the phone over several calls each time getting 1 bit of info only to have that info refuted by the next call.
As to concierge chat, I used it once last week and it took about 15-20 minutes to get through.
Keeping the existing customers happy with simpler phone/internet and tv services would definitely increase Shaw's bottom line. As I noted in a previous thread, the complexity is such that I can just can't be bothered to change my services and upgrade to additional channels. My Step-father doesn't even want to talk to Shaw anymore after techs blew away the content on his 1tb expander, not once, but twice, it now sits forlorn in the corner unused like a lost toy. :-(