How can Shaw sena tech out before you move to ensure the outlets are where you want them when you haven't even moved in yet?!?!?! Do you expect to barge into the person's home and authorize a bunch of outlet relocations knowing you are going to live there? LOL. Breathe. Relax.


Did you read my post? I said ARRANGE A DATE to come out after I move in.

I hope you don't "LOL" when you're talking to your customers on the phone.

plus there are times when people move when they get the new place before they moved out of their old place.

When I got the cable installed at my condo, I was still at my old place. I moved in a day or so after. So the guy set it up with equipment they had and had to call back to Shaw for the Cable Modem setup. My TV was at my new place though. My PC wasn't. That was the last thing that got moved.

After lurking on this forum for a number of months, and reading through the majority of this thread, I feel compelled to share what myself and my family have termed the "Shaw Chronicles":

It all started in February of 2007. I, myself, am a post-secondary student who is still living at home with my parents. I had learned, through a friend, that Shaw offers reduced rates for students. (Shaw's website makes absolutely zero reference to this fact) In any case, I phoned in, and our household was put on the "8 month student promotion" of $61.00 per month after I provided only my student number. This included High Speed Internet, full cable, digital channels 89-119, Movie Central, and all the HD channels (we bought a DCT 6200 from Shaw the year before for our Samsung HDTV). This was an excellent deal and we were thrilled with it for most of 7 months. The catch came about a month ago. In February we were told by a manager at Shaw that this price would simply need to be "renewed" prior to the end of the 8 months that the offer lasts. So, near the end of August, I decided to attempt to renew the promotion, as the manager had told me.

I called in and was told that I would now need to provide a Confirmation of Enrollment from the university, as well as my student number, to continue receiving the student rate. That was absolutely fine; I can totally understand why that would be necessary. So I printed it off, and quite happily took it in to the local Shaw office, where I was told that Shaw no longer offers the discount on television services to students who are still living at home, and that only the internet service could remain discounted, and that if I didn't like that, I could call in and speak with a manager at Shaw about it.

Since I had been expressly told by a manager only a few months earlier that I would only have to make one phone call to renew this rate, I decided to place a phone call to Shaw to ask a manager about this. I spoke with two different CSRs over a roughly three week time period looking to get a hold of a manager. The first CSR told me that the manager was on his "half hour lunch break" at the time I called in (3PM) and that he would contact me by phone as soon as he returned to the office. Fair enough, I thought, everyone is entitled to a lunch break. Two weeks passed and nobody called back. I went on vacation during this time but nobody from Shaw called (we have call display).

So I called back a second time two weeks later, and again, after the CSR was unable to do anything to help, I asked to speak with a manager. This time, the CSR told me that the manager was on another call, and that the manager was only 5 feet away, and that the CSR would ensure that he called me back as soon as he was done on his current call. Fair enough, again. I waited 90 minutes or so and nobody called back, so I called in again (and sat on hold for 20 minutes before my call was answered, again) and politely asked to speak with the manager, who was now conducting "project training". I was told, again, that he would call back. He did, 3 minutes later. Finally, after 3 phone calls and nearly three weeks, I got to speak with a manager, who was bitter and condescending towards me, primarily (I believe) because I am a university student.

He essentially told me that Shaw has revised its student policy to say that students who live at home cannot receive the student rate for television because all that does is "provide your dad a good way to save 50% off his cable bill". (I held off asking who he thought would be paying the bill if I was living on my own -- Answer: the same person who pays it now). I said that I was expressly promised by another manager at Shaw that I would simply have to call in and "renew" the promotion, and he replied that I was lied to by the previous manager, and that this was never the case. Upon further conversation, he stated that Shaw does not even have a student rate for television anymore, and that only the internet could be discounted now. I confirmed the new rate that we would be paying once the current price expires on October 15, and resigned myself to the fact that there was nothing I could do about any of this.

A couple weeks ago, our digital channels magically disappeared, at least one month before the promotion itself expires on October 15. I called in and was told that the promotion we were on was actually a 6-month promotion, and that the channels expired then. I said that a manager told me only a week or so prior that the channels expired on October 15, and so the CSR reluctantly agreed to "extend" the promotion until October 15. The channels came back, and we were satisfied. This last Monday, we received our bill for October which was, in short, way too high and impossible to comprehend logically. My mother called in to Shaw to ask that they disconnect our Movie Central subscription to lower the price down a bit. They complied, and said that MC would be discontinued after the 15th of October, thus lowering the price. It was confirmed at that time as well that the digital channels would also expire on October 15.

Today, 4 days later, the digital channels disappeared again. I called in and was told that the CSR my mother spoke with discontinued them at that time, on Monday. I asked why they did not go black until today (I know it's a simple, two minute task to turn them on or off) and the CSR just replied "I don't know". The CSR reluctantly agreed to add another month of this digital service, and all was fine until I asked to just confirm the total price for next month so that we could pay the appropriate amount on October 1st. The price had gone back up again, and I was told that this was due to the fact that they did not have a Confirmation of Enrollment on file for me, and because of that we would be charged full price for the internet. I told the CSR that I had personally delivered the C of E to Shaw's offices over a month ago, and that that had been confirmed by Shaw on all three previous calls. He said there was nothing about a C of E on our account, and that I would have to do that again. I asked to speak with a manager about that matter, and was told that the manager was on a 15 minute break.

I have never spoken with a Shaw manager directly after speaking with a CSR, in 4 phone calls. It seems as though they are perpetually on break. I have two words to describe this perplexing phenomenon: "Pat response". In any case, this CSR then definitely slipped up and admitted to me that Shaw actually *does* have a student rate for television: $23.00 per month, for full cable, plus digital channels 89-119 and movie central. Add that to the $22.95 for high speed internet, and the $9.00 for HD plus, plus tax, and what do you get? $61.00.

I apologize for the length of this post, especially since it's my first! My question to everyone here is this: Is this system of lying to the consumer common at Shaw? We have been lied to during this process no less than 5 times, by two Shaw managers, and numerous CSRs, and to me that is more disturbing than the actual problems that we've been having.

Also, if my parents decide to disconnect all Shaw services, and I wish to keep them, what kind of turnaround time to switch accounts should I expect? They are seriously considering cancelling everything, but I would like to retain the services under my own name. If my parents were to close the account under their names, and I was to open a new one under my name immediately after, what kind of downtime could I expect? I own both the DCT 6200 and the cable modem, and all the equipment is in place already. Theoretically there should be no downtime at all, should there? Nobody needs to come out to install anything. Does anyone have any insight into this?

Again, sorry for the length of this post. Thanks for reading!

--AF

I've always had excellent customer service from Shaw, but obviously you didn't.

However, IF they cooperate with you, there should be zero downtime converting your accounts.

Make the phone call(s) and verify that your "installation" will happen at the exact time that your parents' subscription is stopped.

Let us know how it goes for you.

We had Jim Rogers' version of customer service to deal with here in B.C. for years. Absolutely no fun: negative billing and smug flacks were the Rogers hallmark. Shaw is not perfect but I have been pleasantly surprised and pleased that they actually try to make things right.
There are lots of folks who believe that anything less than their version of perfect customer service is a personal affront. Get over yourself, please. Complex systems don't lend themselves to simplistic solutions so chill a bit, give people a chance to do their best and don't crap all over them if they fail occaisionally. Really. You'll live longer and have a much nicer ride.

Well, after months of dealing with shaw, i've switched. I can't stand their lack of service, nor their use of contractors. It says a lot about a company when they just dole out work to any dude off the street that can swing a hammer and crimp a cord. i've had 8 different shaw technicians to my house, each of whom knew less about the service than I did.

I actually work for a competitor but went with shaw because i couldn't get tv where I lived from my company. I'm so happy that I get service now. WAY better service - both from a customer service standpoint and the actual quality of the signal for both my internet and TV. I love it. Perhaps i'm slightly biased, but I always go where I get the most bang for my buck and it's half the price for twice the channels and internet that's just as fast so I couldn't complain even if i wanted to.

for those who have had great experiences, i'm glad for you and i hope you never lose that experience. if you ever do, send off an email my way and i'll tell you about our services. (not posting here because this isn't a sales pitch :P just frustrated with their crap and glad i found a way out).

cheers.
JPeG

JPeg, would you be able to mention what city you are in or perhaps put it in your profile. It's always helpful to know. :)
1 quick question. When you said it's half the price is that at your staff rate or can everyone get that as well?

JPeg, would you be able to mention what city you are in or perhaps put it in your profile. It's always helpful to know. :)
1 quick question. When you said it's half the price is that at your staff rate or can everyone get that as well?
that's at the regular rate for my TV services. my internet is about 80% the price of Shaw's, but i find it to be a bit more reliable (which i've also heard mixed reviews on). I'm in Calgary. My staff rates make it far cheaper than shaw but i wouldn't dare include that in a review... just wouldn't be fair! =)

Please read on in total disbelief:

To add add to my MANY bad experiences with Shaw in the past which included (5) missed appointments for a single service problem on there part. (This was confirmed by Senior Shaw staff by the way). So I left as a customer as I was fed up. A year or so later and im moving so I was ready to give them another chance. I filled out an online new service request for Phone, HD, extreme Internet etc. I have now waited over 2 weeks for them to contact me regarding this request via email or phone.

This was over 2 weeks ago, and to date I have submitted (2) online forms, 5 emails, and personally called twice requesting a supervisor to call myself back.


Shaw seems to have forgotten simple economic law: The idea is to hook the customer into there subscription services then screw em ( as they did to myself last time) , not the other way around. They are still crazy!!!

Off to the competiton with my money once again!
Cheers
Dave

After many problems with Internet, Digital Phone and Cable, they were finally resolved after a third site visit in late August. It turned out to be a poor signal coming into our home, as well as a toasted 6208.

I have to commend the Shaw team for their determination to sort out the problems (although it did take 3 site visits), and thank them for finally resolving our issues.

Our house guests during September (while we were on vacation) reported no problems.

We were confident enough to go out yesterday and purchase a second PVR to go with a new upstairs TV.

Thanks Shaw, I'm once again a happy customer!

When you phone for support they make you sit with the phone to your ear for 45 mins. and then a message says "your call will answered in 3min. or if you wish to have a call please punch in your phone number and :(we will call you back" why didn't they do that 40 mins ago?

When you phone for support they make you sit with the phone to your ear for 45 mins. and then a message says "your call will answered in 3min. or if you wish to have a call please punch in your phone number and :(we will call you back" why didn't they do that 40 mins ago?
yes! I was totally just coming in here to mention this. I am a cell phone only guy. Yesterday I spent 20 mins on hold before the "enter a call back number where we can reach you" message finally came. I entered my number, 10 mins later I get a call... answer... and get hung up on. Of course to a CSR this means "break time"! Not "call back the guy I just hung up on time"! So I wait 20 mins or so just in case and then call back. Same deal 20 mins on hold listening to ads that actually make the customer even more angry they are on the phone. This time I didnt even get the call back number, the dude just answered.

Thats a total 40 mins of cellphone time used. Think if I sent Shaw my invoice for overages they would pay me back? me either.

Do you get charged for 310 numbers? I'm not sure if those are toll-free or not, but it might be worth trying out. Briefly call 310-SHAW and then check your next cell phone bill. Just a thought.

I was on day 13 of the 30 day free trial when all my premium channels said I was not subscribed. As I was ready to enjoy "The Hunt For Red October" on HDNET. I called and was on hold for 30 minutes and then decided to leave a message. When they called me back I was in bed already and didn't bother to answer the phone. When I called the next day I spoke with a CSR who said that "someone" had put the wrong code on my account. To me it worked out OK as she was starting my 30 day free trial over again. I have been dealing with Shaw for about 7 years and my experience is that they make very few mistakes and are always happy to make it up to me.

My two cents

__________________________________________________________
Toshiba 37HL86 , Shaw 6412, Yamaha YSP800, Yamaha YSTFSW100B

I went into the Shaw Kelowna office today to pick up a new DCT and the lady at the counter was very professional. She stuck to the usual lines and I had to do a bit of pushing but I ended up getting what I wanted. When I came back later that day to pick it up (had to get old DCT from home) she handled a extremely rude customer very well and did not get mad at all. I actually felt sorry for her.

OMG Apple Fan,what would you do if you had a reall problem,write a book :o
You guys sound like you've never dealt with any other companies before.Comparing to others "Telus,Bell" Shaw does a great job.Everyone makes a mistake but at least they will make it up to you,and they don't make you sign a contract or have to sign up for a year of internet if you want to get TV like telus does.
These people who get all bent out of shape for this stuff are Hillarious.
:rolleyes:

On a previous post, I noted Shaw's exemplary service in setting up my Dad's phone service. Well Dad is in the hospital and won't likely make it back home. I phoned my previous contact (Cindy) and while this wasn't her department she set the wheels in motion. The next day I had follow up calls from Derek and Angela to suspend Dad's phone (he's had the number for a long time) just in case he makes it back from the hospital. Kudos to the Shaw and the above employees for taking the stress off of me and my wife. Well done!

I've been trying to get through to a billing agent on 604-629-8888 for the last 2 days. Their billing centre is supposed to be open from 0800-2100 hrs. I tried in the morning, afternoon and night. Been on hold for 30-45 minutes without anybody coming on line. All I get is "The CSR might require identification..." message. Is there another number that I could call?

All the calls get routed to your local regional call centre. At night the calls get directed to a larger center since the local ones close for the night. For instance in Kelowna, we get kelowna then after hours I believe its Nanaimo.

Last night I had to call regarding their digital cable, and getting a remote, and i waited 20 minutes (of course), and it seemed like there was only one guy doing calls, because i dont think there would be a large call volume at 7PM, Halloween night.

But the service was excellent, he knew all his information, and was very friendly. The speed...well you cant do much about that.