More poor service - after being away for 5 weeks we returned to find our 6412 not working. Scheduled a service call, waited half the day, finally called and found the csr had booked it for the wrong day. Finally came, replaced the box with a 6416.Lost all our recordings. No DVI output, which I need. No adapter provided. Bought one for $50, did not work (HDCP problem). Surely Shaw should replace the box with something equivalent, not inferior. Now I am reduced to using component cables rather than DVI, and there certainly is a difference.

Are they a government department?

I take no issue with the first part of your complaint.

However, the second part ... no one would ever describe the 6416 as an inferior product to the 6412. Nor would any Phase III 64xx STB (HDMI) be described as inferior to a Phase II. Shaw gave you better hardware and it is unquestionably an upgrade. That you lost a DVI output is not a downgrade.

The second is your subjective comment about a visible difference between DVI and Component. You shouldn't see a noticeable difference unless your inputs are not set up the same. Have you configured your Component input settings the same as your DVI?

As you say, it is subjective, but I did extensive testing when I configured the 6412, and there was no way I could get as good a picture using component as with DVI.

Now they have given me a box that forces me to use component. How is that not a downgrade?

Perhaps other TVs react differently, perhaps other people are not as picky, but for my TV, and my viewing, Shaw have just downgraded my experience.

Bigger hard drive and it's a Phase III which has noticeably improved analog PQ if you're not in an all digital area. Downgrade means they gave you cheaper or poorer performing hardware. They've done the exact opposite for you. It's an upgrade.

However, since you seem convinced that you've been "downgraded" why don't you phone Shaw and explain that you need DVI instead of HDMI and could they swap the 6416 for a Phase II STB. I doubt you'll run into any trouble in doing so.

Just thought I'd post a positive review.

I've had 2 recent service calls. 1 to install shaw internet, 1 to install shaw lite phone. Both guys were on time, knowledgeable and courteous. They both did good work, buttoned everything up with the wires routed neatly and left me very satisfied.

>>However, since you seem convinced that you've been "downgraded" why
>>don't you phone Shaw and explain that you need DVI instead of HDMI
>>and could they swap the 6416 for a Phase II STB. I doubt you'll run into
>>any trouble in doing so.

Of course that was my first demand, that they replaced the 6416 with a 6412 so I had at least the same capability (DVI) as before. They said they have no new ones, but they are looking for a refurb for me - I have yet to hear back from them.

Request that downgrade tony, your losing 25% of your HDD space, and requesting a box with very POOR analog picture quality

The 25% increase in size is not too significant for me, and I watch almost exclusively HD programming, so that is where I want the best possible picture, which I lost with the 6416.

The 6416 added insult to injury over the weekend. Almost every time I skip a commercial it mutes itself, and it suddenly decided it was 100% full, I had to delete one of my two recordings to correct it.

Hope Shaw have found me another 6412........

The 6416 has equal HD picture quality to the 6412, they have the SAME HD Tuner. The 6412 mutes during FF, and displays the 100% full problem, as they share the SAME software.

So in conclusion.

Same box.
the 6416 upgraded the outputs
the 6416 upgraded the Hard Drive
the 6416 upgraded the Analog Tuner.

>>The 6416 has equal HD picture quality to the 6412,

Not true FOR ME (YMMV). If you read the thread above - I used the DVI output from the 6412 after much testing to determine that it did indeed give ME a better picture on MY TV. (YMMV). The 6416 does not have a DVI output. Therefore I am reduced to component output and an inferior picture on MY TV. (YMMV)

>>they have the SAME HD Tuner. The 6412 mutes during FF,

Sorry, but again this is not true FOR ME. I NEVER had that problem with the 6412. It happens all the time with the 6416.

>>and displays the 100% full problem, as they share the SAME software.

Again, I never had this problem with the 6412.Had it on day 1 with the 6416.


>>So in conclusion.

>>Same box.
>>the 6416 upgraded the outputs

Not for me, it took away the DVI output and reduced me to using component....that is why, FOR ME, it is a downgrade and I want a 6412 back.

>>the 6416 upgraded the Hard Drive

No big deal FOR ME. Obviously is for some.

>>the 6416 upgraded the Analog Tuner.

No big deal FOR ME. Obviously is for some.


It is rather silly that people insist on jumping to Shaw's defense without understanding that what may be desirable for one person may be meaningless to another. I believe I have clearly outlined why, FOR ME, Shaw's action constituted a downgrade. I am not flaming Shaw, merely asking them to give me back what they took away. I appreciate that some people would be happy if Shaw gave them a 6416 in place of a 6412. YMMV.

We arent Talking Desireable, we are talking UPGRADES.

HDMI is an UPGRADE over DVI.

Upgrades and Downgrades are not subjective like you are making them, you WERE upgraded, you dont like the upgrade, and wish to be DOWNGRADED again.

Just because you are not capable of figuring out what is needed to plug an HDMI into your DVI, 2 compatible ports, doesnt make it a downgrade.

The title of this thread is

Shaw Customer Service - Good and Bad - Post Comments Here

Future posts about the products that Shaw uses will be deleted since it is off-topic.

Been with Shaw since they took over Rogers in BC. Haven't had numerous reasons to call service but in general their service here is abysmal. At $1,200/year for I don't know how many years customers deserve better.

Years ago I had a service call where nobody showed up or phoned. Well done Shaw!

In the past couple weeks:
1. Junior Technical support may be fine for my grandmother but it is nowhere near appropriate for anyone with any technical saavy. As an example after 2-1/2 years of running a current setup I began to have issues with my 6208. Tech support reverted to asking specifics of my cabling between components. Sorry, but if it's worked for 2-1/2 years it's got nothing to do with how I have my components connected. :rolleyes:

2. There is a definite need for CRM software or the like. When you have to make 3 or 4 calls regarding an issue and have to go through the same details every time it is extremely infuriating.

3. Had a call elevated from the call center in Nanaimo to a CSR in Vancouver. I was contacted as advised and even received a second call as advised by the CSR. However, a voice message left for me following that indicating he will try contact me again resulted in nothing. 2 or 3 days went by with no contact. I should point out that the reason the call was initially elevated was due to the fact I was fed up with Shaw service and wanted to speak with somebody that had the power to make decisions regarding my account.

4. I had to call back and ended up speaking with another CSR and she was actually very good. Returned calls as advised and managed to get the ball rolling again. I thought everything was going to be OK as a service call was scheduled for 8-10am today for them to deliver a new 6416. :D

5. 10:20 comes around with no technician. I make the call and am advised he will find out where the technician is and somebody will call to advise when they are going to arrive. 20 minutes pass and no call. I call back, speak with somebody else who now advises me the call was scheduled for 12-2! Well it's pretty clear I can't argue so I get pissed off instead, say some unpleasantries, and tell them cancel the service call. So much for my new 6416. :(

Strangely enough, the technician arrived shortly after noon and I had to bid him a good day.

I have never had any other provider other Rogers which was bought by Shaw.

I purchased the 6208 when they first came out and then upgraded to 6412. I constantly get mute issues when forwarding through programs and I continue to get 100% error. If I record two programs at the same time and I am watching a third recorded program then the box will lock up every now and then but I cannot replicate the problem. I have had my box replaced at least 4 times and I have had techs come out at least that many times. I have had a signal that was two weak and I have had signal that was too strong. I have had the wiring changed all the way from the pole to the house. How patient do I really need to be?

I will likely by buying a second HD TV shortly, likely to be an LCD. I feel I am at cross-roads again. Should I switch providers before I commit even more money for a second PVR? Is this normal for all PVRs? Am I just on the bleading edge of technology and I should should expect this?

So, I spoke to a HD specialist rep at Shaw today. They confirmed that those problems are there and they cannot do much since this is a firmware problem. Then I asked them then why are they usually a year behind in pushing out the firmware compared to Comcast. I was told that when they get the firmware is up to Motorola not them. So, we are stuck with the problems. I gather the 6416 boxes have the same issues, according to the CSR.

Then I asked them then why are they usually a year behind in pushing out the firmware compared to Comcast. I was told that when they get the firmware is up to Motorola not them.
I'm not sure I believe that...From all the information I can find, 16.35, which allegedly fixes the 100% full bug among other things, has been available since Feb 24th.

Beanagee1

Unfortunately I expect we will all experience some issues with hardware due to new technology. Because of that, I believe it is imperative that any provider be able to offer excellent customer service. From my viewpoint, Shaw has a long way to go on that front. Unfortunately I can't speak on any of the others but I'm pretty certain I will soon be discovering that for myself.

I'm not sure I believe that...From all the information I can find, 16.35, which allegedly fixes the 100% full bug among other things, has been available since Feb 24th.
I did not believe them on this issue either.

The last Shaw firmware upgrade was over a year ago. Basically Motorola is tasked with correcting most "bugs" with the terminal any time it is firmware related. So when Motorola fixes something they send out a patch for Cable companies to correct it. In the past Shaw has averaged a firmware upgrade about once per year where as Comcast sends them out shortly after receiving them. Shaw has also been burned in the past as some upgrades from Motorola caused other errors to occur and Comcast has done the same. Now any time Shaw receives a patch they force it onto some test DCTs and make sure nothing else gets broken in the patch. There will be a new firmware upgrade coming but the date and what it will fix are well kept secrets (don't ask cuz I don't have, or can't give, definitives on either) however I know there are some things that Shaw wants to be corrected (ie: 100% full and others) and they want to get the latest and greatest patch and test it before launching it to everyone.

After my issues posted here

http://www.digitalhome.ca/forum/showpost.php?p=525119&postcount=253

I have to say I am very pleased with a discussion/resolution I had today with whom I had previously been referring to as a CSR but in fact I believe her to be a Supervisor. Her name is Erin(sp). I had been so pissed off I had not contacted Shaw until yesterday when I finally fealt I could speak calmly enough with her. When I called late yesterday, she was not available but I left a message for her to return my call. Got the call today and we spoke for 15 minutes or so. Either she was just very good at her job, or she actually understood my position as a customer and accepted that the service was inappropriate. I believe the latter.

Although I had previous conversations with her that I thought she handled well, I believe that todays was exceptional. If I knew how to contact her superiors I would. Others could take lessons. Well done Erin and thanks.

With that, we were easily able to come to terms as to what I would like in order to continue my service with Shaw and therefore I will be continuing with my 6208 - 6416 tradeup tomorrow.

beanagee 1, I had four 6412 PHIIIs last summer, all brand new and all the same issues, exactly the same as you mentioned (feeze ups, audio drop after FF, etc), the freeze ups , blank channels also was the most annoying, I had to unplug it for a minute and therefor lost the Guide for a while!

After Shaw came to my house several times, some to check things out, some to replace the 6412.....well they finally volunteered to change me to the 6416. This was when the 6416 was just new last year. The tech seemed very knowlegable about them, compared to some techs who seemd lost, and this one said Shaw is replacing 6412s with 6416s to fix a lot of issues. I said to him the same thing I will say now, that I thought the 6416 is the same thing but with a bigger hard drive only. He wasn't entirely sure what was different if anything, beside the hard drive size. Even I still don't know....is the 6412 ATA hard drive and the 6416 SATA?....something that simple could make a difference??

Anyhow, without changing any other equipment or cables I have had my 6416 connected for a long time since last summer without a single bad problem, no freezing or blank screens. But theres obviously the same audio drop after FF, thats inherant in the firmware. Its replicated without fail daily in my house:(

So I can't see why some of the techs always blame the software/firmware for "all" of the issues, when I am on the same versions on both the 6412 model I had and the 6416 I have now, and some others have all the problems and some don't, and I don't now.
Yet I had those four 6412s that wouldn't cooperate and locked up and blank screened daily, all 4 units identicle, then the next day I got the 6416 and excellent ever since.
I love my 6416 and if I know a second unit would be the same I would definately get one.