: Shaw Customer Service - good and bad - post comments here
2008-08-31, 11:10 PM
Well, how about this. Instead of a class action lawsuit, why don't we pick a date, stick to it and everyone who is dissatisfied about this "audio drop" situation, everyone call to cancel their service? We'll perhaps get a petition together stating that by a certain date if this issue isn't fixed, then (number of people on the petition) will be calling in and cancelling their service with Shaw. Of course they won't believe us but we'll call their bluff and actually do it! Or have you guys tried this already... lol.
2008-09-01, 05:41 AM
you going back to mts tv?
Hope it helps your switch goes well.
2008-09-05, 03:39 PM
I will start with filing a complaint with the BBB. Some issues have gotten better not as many problems with Superchannel but now only with MC 211 and CBS HD. I call back every so often and get $$$ knocked off my bill.
2008-09-07, 12:34 AM
Working as a CSR at Shaw must be hell, call after call complaint after complaint.:(
2008-09-07, 12:54 AM
I waited on hold for 50 minutes but the rep was very apologetic and said it was due to the UFC PPV fight that had a channel change with more than expected questions. Due to an issue i have with my box (pausing, then playing takes at least 8 seconds for the audio to come back) I'm having a shaw tech come out.
2008-09-07, 08:32 AM
I guess the grass on the other side of the fence is not much greener afterall , I see you having already so many issues with Shaw's service...
2008-09-07, 12:47 PM
So many issues? I'm thinking of cancelling the service call, for god's sake. The sound drops have pretty much stopped. And the service is WAY better than Bell. See rant in rant thread.
2008-09-08, 08:41 PM
I for one would like to see a class action lawsuit.
Keep in mind Shaw promotes and implies "crystal clear picture quality"... etc., etc. and the audio drop outs are not restricted to one type of STB therefore it must be in their signal/infrastructure.
I hope there is a lawyer out there that is also an audio/video buff that can help point us in the right direction.
2008-09-14, 07:11 AM
i totally agree with the class action suit idea and would put my name on it in a second. shaw gets about 1500 bucks of my hard earned money every year and i find myself having put in at least 4 calls this year for tv reception, never mind the vacation time they cost me to be home all day waiting for 2 service calls. and i don't want credits. i want my digital reception to simply work!
2008-09-17, 12:47 PM
Hey I am new here but wanted to share my disgust with Shaw right now. Sorry if this gets long
Almost 2 weeks ago I called Shaw as my DVR was freezing all the time and the only way to fix it was to unplug the thing. So after them resetting it and testing it they decided to send out a tech. I had to wait 4 days till I could get an evening appointment.
He showed up as schedules and replaced the HD DVR and made sure everything was working before he left. About 3-4 hours after he left the box rebooted itself and when it came back up half the channels wouldn't work and the DVR didn't work anymore. I couldn't record or pause/rewind.
I called Shaw, sat on hold for 20 min had the guy do his thing, put me on hold for 5 min and then told me it should work. I said it was still doing the same thing, he then informed me that it needed to download information and by morning it would be fine.
I got up the next morning and guess what....it still didn't work. So I unplugged the box, plugged it back in and then everything was working again aside from having to wait for the guide to load.
I left it and went to work only to come home and it to not be working again. Half the channels were gone again and the DVR didn't work.
So I called Shaw again, waited on hold for 40 min, had someone tell me that what the other technician did was wrong as there is a "bug" with the motorola boxes right now and it needed to be configured a different way. SO he put me on hold for almost 10 min, did his thing and told me it would work no problem now.....guess what....about 4 hours later it reset itself again and we were right back to where we started.
To make this long story a little shorter I called back, the guy told me to bring it in after he reset it and it stopped working all together so that I could swap it out for a new one, and as I was about to ask if he could at least make it work to watch some channels he hung up on me. I gave up and called it a night.
The next day I got home from work and called again....this time the account department cause I was just about ready to cancel Shaw. The girl put me on hold so she could review all the notes....all of a sudden I hear click...she disconnected me. So I called back right away to accounts and left a message for call back. 55 min later I got a call and explained to the guy that I was not mad at him but I was really frustrated and wanted this taken care of. he tried helping me but couldn't get a response from the box. He then said they would have to send out a tech. Another 4 day wait for an appointment that I can be home for. I said I wanted a credit and he told me "If the technician finds that this is our problem when he is there and not something you have done then you will be credited appropriately" I just about lost my mind thinking how could this all be my fault? He got all bent out of shape that I could be angry by this point and I just figured it wasn't worth it and agreed to the appointment and go off the phone. So when the tech comes in 2 days I will have been without a working DVR for 2 weeks......there better be an amazing credit on my account.
Sorry for the long rant
2008-09-17, 02:40 PM
Headcrash, Shaw Managers review this thread from time to time, so its a good post. You might want to add your location. It will help members help you. Welcome to DHC!
2008-09-19, 09:24 PM
I just had my 'quarterly' call from the Manager I have been dealing with inside Shaw and it was again mentioned how the 'forums' are discussed during conference calls with some regularity now. For what it's worth, I was told Shaw is 'working very hard' to solve the different problems they have all across their system; cable, internet and phone. I can only hope they get the HD issues fixed sooner than later.
2008-09-19, 10:26 PM
really appreciate that you are keeping up the communication and reminders, Jet..well done.
2008-09-20, 03:00 AM
I am just trying to help were I can and figure that if writing about my own experiences helps some one else then it was worth my time. I know I appreciate most of the posts that so many other contribute here. It's nice to know when some one appreciates my contribution.
2008-09-23, 03:02 PM
Apologies if this has been discussed already, I have only viewed the last couple pages of this thread.
One of my biggest problems with Shaw is there billing or at least the way their bills are set up.
They have their bills set-up so that if you are bundling your services you only see the total amount paid. They don't break it down for you to see either your TV or Internet total separately, even though on the sample bill on their web site it clearly shows it this way.
After phoning Shaw and asking to show separate totals on my bill and them saying they would this has still not happened after 2 months since I called. I will be calling them again today about this.
Has anyone else had this problem or noticed the way Shaw's bill is set-up?
I understand why they do this, but in my opinion this is a slimy business practice and a feeble attempt to mislead the consumer, and a waste of my valuable personal time.
2008-09-23, 04:44 PM
I just got off the phone with Shaw and unfortunately they cannot/will not change your bill to show all of your services (TV and internet) broken down like they do on their sample bill on their web site.
To see what I am talking about navigate to the customer care section of their web site and click on "Understanding my bill" to bring up the sample bill. Notice that the sample bill has all of the services broken down nicely so you can see exactly what you are paying for? Now go and look at your own bill and see if it is formatted this way? The supervisor I spoke with was not aware of this discrepancy and explained to me that the vast majority of customers want their bill to only show one lump sum total payment instead of showing sub totals for the different categories. I find this hard to believe but who knows maybe she is right.
But either way the sample bill they show online should be formatted the same way as the one you receive online or in the mail.
2008-09-23, 07:07 PM
I'm getting separate totals. Digital Service (itemized), Internet Service, and Phone Service (Itemized). Maybe I'm misunderstanding you.
2008-09-23, 07:27 PM
My bill also show my the following which seems to be broken down. (I have erased the totals as each customer is different.
Current Charges 01-Jul-08 to 31-Jul-08
Entertainment Bundle (This would be the TV portion (may include internet for some)Phone Service
Pay Per View Service (yup ordered a PPV and gives me the info on what it was)
GST (Registration 873690457RT)
PST Provincial Tax
Total Current ChargesDue by 01-Jul-
2008-09-24, 12:32 PM
My bill looks identical to the bill on the Shaw website. I have internet, tv, and phone and they are all itemized accordingly.
2008-09-24, 12:49 PM
My bill used to be itemized but just in the last couple of months it changed and is now a 'lump sum'. I too prefer the itemized bill as it allows me to see if I am getting value for my money. I guess I will have to call Shaw again and ask about this now too.