we had a fan problem with our standard PVR, called FRIDAY, they came TUES (which is when i asked them too). he brought another unit with him, swapped it out, no problems. even though when he turned the unit over, the fan was clogged with dust and doghair. not sure how old the unit was, but probably 2y or so, closer to 3

no questions, no problems.

that's why i didn't mind buying an Expander for our Moto HDPVR for $150, even though i could have probably built a cheaper one and/or swapped the internal drive for a 1TB for around $75.

I usually have to call Shaw at least once every couple of weeks to reset a DVR or deal with some other ongoing issues.

Although I live about two miles from Shaw in Winnipeg, my calls are ALWAYS answered in Nanaimo.

Simple reboots generally go relatively quickly and the TSRs are usually pleasant.

But if it is anything more complicated, it all goes to hell.

I have lists and lists of names of Shaw TSRs/CSRs who promise that they or a supervisor will call back. That NEVER - EVER happens.

When I call back again, there is never any entry on my account regarding the previous hour's conversation or complaint details. So I have to start all over again. Every time.

We also had a permanent promo consideration put on our account due to tremendous problems we had with Shaw digital telephones when they first came in. One day, after about three years, that promo was removed from our account without discussion or notice. When we enquired, we were called "liars" and told that no such arrangement had ever been made, even though I provided the names of the Shaw personnel who established that consideration in the first place. They suggested that our option was to close our account altogether.

If I had any intelligent options, I would be out of there in a flash. But my options are limited to MTS which is no option at all. Better the devil I know ....

Two Issues:

1. Student discount.

After working for some time I have gone back to school. I heard through a friend about the shaw student discount (internet + hdplus for $30 or something), so I called up and asked about it in early October. The lady said I could get the deal if I faxed in my student schedule. I did. Fast forward to the end of November and my bill hasn't been changed. I called up to ask about it, they said that the promo ended October 15th and they couldn't give it to me, despite the fact that I called and faxed before that day.

2. HD Plus

I bought an HD digital terminal a little over a month ago. When I activated it, and asked for just HD basic the lady said that because I had been a shaw customer for a while (almost 7 years now), that she could throw in the HD plus package for free. I accepted. Fast forward to today and there's a charge for $9 on my bill for HD plus. I called to ask about it and the CSR said that it was my responsibility to cancel within 30 days any promo offer. The CSR who gave me the deal certainly did NOT say that it was a 30-day promo, or else I wouldn't have accepted it.

Well I don't think they offer free lifetime HD Plus, so they should have been more specific.

Hmm, well it could have been a fast-talking CSR the first time, but this second lady just seemed... cranky.

And now none of my channels work except the shaw fire and tsnhd. Gotta call back up.

Shaw has some issues like any large public company with a complex product (especially in information dissemination), but in general their people do a great job.

I usually don't have any reason to talk to Shaw; since my last move and prior to the last couple weeks I believe I had only called them to have my PVR activated, and then stopped by to replace a defective remote. I would guess that most people (those who don't hang out on these forums anyway) probably have a similar contact profile...

The last couple weeks have been a bit of a "when it rains". I've been into the Nanaimo office twice, called twice, and had two field visits. Despite the long wait times and busy office, all of the CS reps I spoke with were friendly and did the best job they could within their mandate and the information they had available. The two field techs were amazing. They were friendly, knowledgeable, not even a little condescending, and dealt with the problems even when the central config system (can't remember the acronym) wasn't playing nice. Great job, and many thanks to J (on Monday) and R (Wednesday).

My only tense moment during this entire experience was talking with the tech supervisor on Monday, but I was really frustrated with the problem I was having (one of my in-person visits was to confirm that it wouldn't happen) and pushing pretty hard for a resolution that wasn't their normal practice. Even this was dealt with internally between tech support and customer service without me getting involved again (thanks A), and resulted in the second field visit Wednesday to address my concerns.

Shaw has always provided one of the best human faces I have seen from a consumer-centric tech company, and this most recent experience just reinforces my opinion of them.

Now if only they'd do something about that purple glowing thing (http://www.nanaimo.ca/PublicArtInventory/detail.aspx?id=10&js=1) that blinds me when I drive by their office in the afternoon :)

Umm. The mobile techs including Telus are [usually] fantastic, it's Shaw's customer service, support and their policies and procedures which suck. These techs, if they can, will try to go out of their way for you. They see people face to face and dont hide behind a headset. They're really good at their job. They're also not paid minimum wage either. The tech may even "forget" to add a filter to your cable to prevent you from receiving additional channels that you're not entitled to. Any how, think of it this way. Thanking Shaw in your example is like thanking GM for hiring a really good mechanic (tech) but the product, polices, customer relations and/or the warranty are horrible. Let's give credit where it's due and let's don't when it's not.
You think Shaw tech's get paid min wage? Your crazy. North shore is even unionized. I'm seeing alot of posts from you without a lot of actual information to back it up.

I had a problem with Shaw where my internet was slow for about two months due to a problem in my area. Probably too many people were on it, anyway I was patient, they gave me a credit and upgraded the network in my area.

I haven't had a problem in over three years now and my speeds are great, and the service has be fine. There service techs have always been polite to me and when I had someone come in to check my modem levels he was very professional, booties and all.

Judging from your post you're angry maybe that a shaw service tech didn't lie and steal cable on your behalf for extra channels you weren't paying for.
Guess you're really upset for that pay for what you get policy.

Tyr, it sounds to me like you have an english reading comprehension problem. Either that, with only 3 posts to your name, you could be nothing more than a troll. Now, move along....

Hmm..lightening fast response to that. Who's the troll again? Ah gee I have only a few posts under my name so clearly I couldn't be right.

I think you should check yourself if you're going to crash someones compliment to the company for having good staff within a certain department. Mobile techs are actually part of the company and deal with the same HR.

I may have misread your post but I believe you were praising techs who jacked cable for you, and on the flip side nailed their product, policies and customer relations. So you're okay with stealing a product from a company, but if you have to pay for it then the product is horrible along with the other things you've listed?

What did a Shaw tech send an audit member to your house and force you to pay for regular services? In addition, I can see how my comment about not being paid min wage may have been misinterpreted by you. I'm stating there shaw technical services department are not paid min wage. When you call in you don't get some flunky getting paid 8$ an hour to listen to you complain, believe me, they wouldn't listen to you at that wage.

In your post you seem upset that someone had a good experience with a company, so you had to correct them that they didn't really, and it's one part of the company. In fact you should have told them, "Take that back, the tech was mean to you like the rest of Shaw is"

I'm not trolling you, so you should ignore this. Clearly you are either rather misguided or one of the unfortunate ones who have actually had a bad time with Shaw, that's fine, it happens to some people, and sorry it was to you. It's rather bad taste though to correct other people who had a good experience.

Oh I should mention that a lot of those "Mobile techs" are actually employee's who used to be part of the call center, the same people who you had bad customer relations with. I've even ran to one on the field that I had an interesting conversation once when I called in.

I currently have tv from shaw at $112 a month. Shaw offered 6 months at 9.95 a month for 6 months for me to switch my internet from telus high speed to shaw high speed. I called telus to cancel and they offered $9.95 a month for 12 months on the high speed internet. I called shaw back and they offered me a bundle with my current tv package, digital phone with unlimited long distance and extreme internet for $135 a month for 12 months and the first month free. The reps on the phone were fantastic in searching for other promos to get the bill down, were courteous and generally seemed willing to help. I was impressed.

So my Pace DC758D died after only 4 months. I bought it at Futureshop at a really good deal of $230. I actually really like the unit. So I called Shaw helpline and went through the regular rigamarole - nothing worked and a home service call was set up for 5 days later. The Shaw tech showed up, looked at the blinking light of death, signed the death certificate and replaced it there on the spot!!!! Thank you Shaw. It wasn't Shaw's responsibility, but they fixed me up. Great stuff - I am one happy camper! I won't be complaining about Shaw for a while. Thank you Shaw Cable.

...It wasn't Shaw's responsibility, but they fixed me up. ...

I beg to differ as Shaw has chosen the equipment they are using on their system and they control the distribution of that equipment as it all has to be 'entered on the system', so you know they are in control. That's why they are the ones who 'fixed you up'. The retail outlets are just a distribution network to get the product to the consumer in a more familiar setting than the limited number of Shaw company outlets. The retail margins are almost non existent so Shaw supports all returns that come beyond something like 14 or 30 days.

I will agree that at least they have been very good with replacing and exchanging units, even if it does take some insisting when it comes to getting a 'new' unit and not a refurb.

While I do agree with you on your points, I did buy the unit at FS. I cannot think of any other situation where the service provider did not send me back to the retailer, where I purchased the unit, to let me deal with any warranty issue directly. Shaw would still collect their monthly service fee. They were not going to lose even if they did nothing. Instead they chose to step up to bat, cut out all the middlemen and BS and provide real customer service. My Pace unit could be sitting somewhere waiting to be "serviced" for weeks or months, knowing FS's reputation. Instead I am watching and enjoying my HDTV. While I am aware of the political and (lack of) competition issues I still feel that Shaw provided me with great service and that it should be acknowledged.

Jetranger is correct. Shaw has a special distribution arrangement with FS. Shaw is still responsible when things go wrong. Not knocking either party as, yes, it is good service.

Great comments. Thanks guys! The more everyone is aware of how the "system" works the better it is for all consumers.

Shaw should offer a package you can purchase so you can have "Customer service". Here in Kamloops BC there techs are knowin for not even showing up for appointments.Happened to me today.

Has anybody tried billing Shaw for wasting there time ??

The installer and tech guys are good.

but you cant phone shaw unless you want to wait 4 hours with them.

thats total bs hire some people

Called in the other day when I woke up and noticed 2 of the 3 STBs we have weren't working. Didn't take long to get connected to a real person.

Went through 20-25 mins of "troubleshooting", turn off, turn on, etc etc. Guy had no clue. Finally he said "well are you going to work? it should be fine when you get home". Wow... THANKS MORON. Useless.

For the record it was back on, but what a waste of time. This is the 2nd time I've had unexplained service loss in the last month. Something to do with the fact that I canceled as I move April 30th and going to Novus? ;)

My wife and I moved into a new house this month. We called Shaw about 3-4 weeks ahead of time to schedule an appt. We took possession on a Wednesday, and Shaw was scheduled for Friday, 8am-12 window. With our new house, we got a Shaw 3months all services free promo, and 12 months free hdpvr. So i called to switch to the new promo, and that was fine... then I get a call back saying, because I had switched promos, and now get a free hdpvr, they required a longer install time, and had to reschedule... luckily someone was available the same day, only later... 11-1pm. Now, i forgot to mention, this wasn't just any ordinary Friday, it was Good Friday. We had asked at initial appt setup if they were going to be installing on good friday, and were assured they would be. So anyways, 11am on the nose, doorbell rings, it's shaw. He tells me that the warehouse is closed for the day and all supervisors are off for the day, and he can't do the install, and he'd be back tomorrow at the same time. That's fine... i guess. ugh. So Saturday, 11am, no shaw.. 1pm, no shaw... 3..4..5pm... finally call shaw, and ask where the installer is... they say because he came to the door and said he'd come back, there was really no record of the appointment, and tough luck, the next available install was the next thursday! that's 6 days! The girl on the phone accused me of being 'mean' to her, and when i pointed out I had been quiet, courteous, not swearing, and not rude, she apologized and agreed. hah. so thursday, 6 days later. guess who didn't show AGAIN! not only that, the tech specifically said he called my wifes cell, knocked on the door, and left a "we missed you" card on the door. I was home, my wife was home, and my dad was visiting. I live in a relatively small townhouse, we would have heard the doorbell. I called shaw again, and by this time i was pretty pissed. i had already been offered an additional free month of services, but this was getting ridiculous. i spent a couple hours on my cell phone, which, i can't wait to see this bill, for all the extra use it got without a home line... so i say "you guys need to fix this, and fix it now.. this is absolutely a terrible first impression" yada yada. so the guy says he'll call back the next day friday am, to schedule an appt. I got off work a little early friday, around 130, and, I was home for 10 minutes, and shaw showed up. no phone call, which would have been nice, since my wife had to sit around at home again for a 4th time, but they were there nonetheless. took him about 3-4 hours, and did a decent job. in talking with shaw customer reps, it turns out they were open and installing on good friday, so the installer flat out lied to me, twice, i guess, since he never showed up the next day anyways. I was mad because shaw didn't show up for 3 appointments. I was home, waiting, and they didn't show up, and the appt had to be rescheduled to their convenience... that's not right... if they had been here and I wasn't home, that's my fault, when can ya come back? anyways, shaw frustrates the hell out of me, obviously... i told them they would be coming into my house, installing cable ends, etc, running cables for me, spending 4 hours here, giving me 4 free months of service, and then i'd be running to the nearest competitor. i'm on the fence on that one still, but i might...

stark contrast to the la-z-boy guys who had a 11:05-12:05 window, showed up RIGHT at 11:05, brought in product, unpacked, setup, removed garbage, and left, within 10 minutes. Sure, a $4500 couch vs phone/internet/cable, but how long will it take shaw to make that kind of money out of me? idiots!

nathan

Shaw should offer a package you can purchase so you can have "Customer service". Here in Kamloops BC there techs are knowin for not even showing up for appointments.Happened to me today.

Has anybody tried billing Shaw for wasting there time ??

Turbo1 - PM sent - let me know if I can assist?