Pretty unhappy here. Our 18 month old PVR (moto 3400) abruptly stopped working, showing an 88:88 code, on August 2nd - called Shaw and the technical support guy could not access the box and said he'd have to send out a tech. The first available appointment? August 15th. Thirteen days wait, for a longtime customer with a futzed in-warranty box. The reason for the wait, he explained, was that they are busy installing equipment for new customers.
The only other box we can use is an ancient single tuner digital box. So until a tech visits we have no access to some of the services we are paying for (HD!). Our only other option apparently is to take out box to the Shaw outlet - over an hour's drive each way from us - stand in line for several hours, and swap it for a new one. Which means the loss of all our recordings. Now, I realise the box may well be irretrievably belly-up, but we feel it should be looked at by a tech before summarily throwing it and our recordings away - in which case, we were told, well, you just have to wait then.
Further, when I very politely expressed concern about getting a rehabbed box as a replacement (should the box be a goner) for one that's only 18 months old, the fellow told me that they replace older out of warranty boxes with refurbs and newer in-wearranty boxes with brand new ones ... so, I politely asked him to please include a note to that effect on the service call request, in order to ensure the service guy has a new box on the truck for us, just in case. Aaand...he refused to do so. Polite, and ambiguously worded, but a refusal nonetheless.
Unacceptable. We pay a swacking 165.00 per month to Shaw, have been customers for decades, and when our 18 month old PVR needs their attention they are too busy dancing with brand new customers to care about helping us in a timely way, even knowing that until the problem is solved we haven't access to services are paying for.
Yeah. Not happy at all right now.
(rant over - thanks for listening)