you shouldn't have to pay for customer service. hiring more people to answer the phone is an expense of doing business. The customer should not pay shaws bills for them.

They have also closed there downtown location and now it hard to go there as its in a industrial area. They have also cut there hours.

Then who should pay Shaw's bills?

shaw take the money out of my bank (by there demand) two months in a row they don't send me the bill. I tried calling them around 8 for bills. the customer service is closed. It used to be open till 10 pm. Awful customer service, no bills being sent, no one to talk to about it. When i do call there volume level is to high. crap customer service As i stated they have also closed locations here.

So is Shaw supposed to set the call center hours around your schedule? If they close at 8, call at 7, use the call back feature, call first thing in the morning...You do have options.

If you have legitmate problems with the actual service you recieve, so be it, but getting upset at their hours and the fact that they are busy is pointless.

I believe the numbers "365/24/7" run across their ads constantly...

I believe the sales department is usually 8AM-8PM however their tech support is there 24 hours a day. If you call through to the tech support they should be able to print out a bill and send it to you. One of the best thing to do is sign up for e-billing so you would get a monthly email reminder and can log into the online site at your convenience to view bills 24 hours a day.

Thanks Guru, i called them at 6pm today, i only waited about 4 mins. They told they were not sending them because its the same each month. When i t started i was told i would get them every month for my review. They said they switched it over so i will get the bill now , so i hope I actually need a hard copy of the bill because i get partial (small amount) reimbursed from my work. How do i access customer care. I set up an email when i started but i never used and im not sure what the password is. Should i phone the tech deportment. Thanks again guru for your help full posts.

If you sign up for an Online Customer Care account, you can view your current and past bills online. If you have your account number, phone number, and postal code, go to http://secure.shaw.ca and click 'Not Registered Yet'.

Further on Mungar's post, if your forget your login information for the online customer care, just simply re-register using "not registered yet.

I haven't required a lot of actual 'service' from Shaw since making the switch a few years ago. I'd like to think that my business was valued on some level. I have had a few problems that I've overlooked over these last years. Internet has been sketchy at times. The phone service is of somewhat poor quality, but I've waited patiently for Shaw to make improvements.
I'm moving on June 30th. This is the first move I've made with Shaw. I tried to call almost 3 weeks before the move date to make arrangements for the transfer. i was not allowed to make those plans, as the existing residents in our new home had not notified Shaw of their cancellation just yet. The Shaw rep assured me that I would be contacted as soon as the cancellation came through, to expediate the process. This made me a bit nervous, as I prefer to have things confirmed. A week went by, and I hear nothing. I called today to make arrangements, only to be told that our service cannot be transferred until July 3. We have to go 4 DAYS WITHOUT PHONE, INTERNET, CABLE! This is completely absurd to me, and the most insulting excuse for customer service I have ever heard of. I spoke with 2 different reps,who were NOT APOLOGETIC AT ALL! They blamed the short notice, which, in fact, would not have been the case if I'd been permitted to book the appointment. Due to some absurd policy, I'm being penalized for giving short notice. We are a family with a young child, and many arrangements that are made on a daily basis for her care, especially in the context of a move. My husband is recovering from major surgery, and currently working from home in the context of this move. He relies on our phone and internet service. We are good customers, and we deserve better than this.

LauraLL, I'm sorry that you going 4 days without any of your Telecommunications services. You should have been more agressive in this situation. You should have contacted "existing residents" in your new home and asked them to cancel their services or had Shaw contact them for you. This is your fault for not taking more control of your situation.

Given my experience with supporting Charter Communications, Bell TV and Comcast, most Call Centres do not provide any tools to allow CSRs to follow-up on any customer contacts leading to that call back Shaw promissed you.

On your next contact with Shaw, I would ask to see if they had any appointment cancellations allowing you to move up that install, or to receive a Customer Satisfaction credit (of $20 or more) for your pain and inconvience.

And a response like that is why people hate cable companies.

You should have contacted "existing residents" in your new home and asked them to cancel their services or had Shaw contact them for you.

No.. that is not the solution. I work for a "Cable company" and I will bring this forward as something to be looked at. There has to be a better solution... not a good customer experience.

I haven't required a lot of actual 'service' from Shaw since making the switch a few years ago. I'd like to think that my business was valued on some level. I have had a few problems that I've overlooked over these last years. Internet has been sketchy at times. The phone service is of somewhat poor quality, but I've waited patiently for Shaw to make improvements.
I'm moving on June 30th. This is the first move I've made with Shaw. I tried to call almost 3 weeks before the move date to make arrangements for the transfer. i was not allowed to make those plans, as the existing residents in our new home had not notified Shaw of their cancellation just yet. The Shaw rep assured me that I would be contacted as soon as the cancellation came through, to expediate the process. This made me a bit nervous, as I prefer to have things confirmed. A week went by, and I hear nothing. I called today to make arrangements, only to be told that our service cannot be transferred until July 3. We have to go 4 DAYS WITHOUT PHONE, INTERNET, CABLE! This is completely absurd to me, and the most insulting excuse for customer service I have ever heard of. I spoke with 2 different reps,who were NOT APOLOGETIC AT ALL! They blamed the short notice, which, in fact, would not have been the case if I'd been permitted to book the appointment. Due to some absurd policy, I'm being penalized for giving short notice. We are a family with a young child, and many arrangements that are made on a daily basis for her care, especially in the context of a move. My husband is recovering from major surgery, and currently working from home in the context of this move. He relies on our phone and internet service. We are good customers, and we deserve better than this.
LauraLL...I know this is a bit late notice however if you PM me your info I can watch the bookings for your area and if an opening comes up can sneak you in sooner. Since someone was living in the new home they should have cable services running when you move in hopefully so you should have TV for the young one. If you have any DCTs just hook them up and they should work as well. I'll check out the order and depending on the situation if I can do anything for you i will. Please just Private Message me either the address with city or your acct number. Either will work. I apologize for the situation and you definitely should not have had to wait.

Well, this post isn't about Shaw Cable but Shaw Internet Customer Service. I was waiting for over 50 minutes on hold. I had no option for a call back, no reported outages. Now, this is really atrocious customer service. :o

What area are you calling from? There is no reason you shouldn't have received an option for a callback, assuming you were calling between 8:00am-9:00pm. It is deactivated outside of those times though because Shaw is not allowed to do callbacks that early, or late.

I am calling from Vancouver. I did call just after 9 PM. Still waiting that long to reach tech support isn't appropriate. At least the tech I got was forthcoming and honest with his comments.

Yeah, no argument there. Believe me, the employees don't like the hold times any more than the customers.

I have called several times in the past week, during regular daytime hours, and only received the 'call back' option twice. Twice I was on hold for well over a half hour in the morning, waiting for that option but it never came. Eventually I did get a CSR but I had to put my life on hold while I waited for them to pick up. I am right in Shawland Central so I am surprised I can't get that option every time.

Does anyone know of a direct dial number for Shaw? I've been put on hold for way too long when I call their main number.

Has anyone tried to visit their local office to get prompt service?