: Shaw Customer Service - good and bad - post comments here
2011-10-08, 01:41 PM
Speaking of getting rid of the analog channels. In the USA, they rolled out coupons for either really inexpensive or free digital to analog converters. You think they would do this Canada? Of course, not.
Actually Shaw did do this. For any customer who did not have a digital box already Shaw is giving them a rental DCT 700 and then adding a discount code o offset any charges for the rental. And it remains on the account so long as they remain a customer with Shaw.
2011-10-08, 01:48 PM
In the USA, it was a government-sponsored initiative to assist customers who would lose their OTA signal. In Canada, there was no such government initiative.
As Shaw Guru points out, Shaw does have their own offer for analog-only customers, but that is for the digital network upgrade and not the OTA transition.
2011-10-08, 01:50 PM
This is nuts, I was calling to report technical trouble with my HD reception and the automated system tells me that the wait time is greater than 4 hours. That would mean sitting on hold for until well past midnight, I work in the morning so that is ridiculous. The automated system needs to be turned down too, the voice was yelling at me through the phone. Obviously, they assume that people will wait forever and put the phone down. Sad when you have to crank the volume because of this.
I also tried their Shaw Chat and waited on there for 45 minutes and then it appeared to do something and then said there are no CSRs available.
This is unacceptable, Shaw needs to either hire more people or institute an answer machine service where techs will call me back. Very unacceptable customer service from Shaw. I work for the Canadian Government and even our call centres aren't as bad as this.
I've had to contact shaw for a few things over the past 2 months,
using chat I've been able to get through in 1-1.5 hours,
every call time was 2-4 hour wait,
yesterday, I called at 1:30 pm, I got an automated call back at 7:30pm,
I had already got through on customer chat,
problem with customer chat is they can not really troubleshoot internet problems, cause if you loose your internet, you loose the chat,
I was told by a shaw rep that wait times are steadily decreasing, I'm sure thats what their supervisor told them, but from what I've seen they are getting worse,
I've said it 100 times, but Shaw is lucky they have a great product, and no real competion, (Telus can't compete, try recording a few HD shows, talking on your home phone and do a internet speed test, see what happens),
Seems like they care about is new customers, not the old 1's
2011-10-17, 05:33 PM
New to these forums, and chanced across this thread, thought I'd add my little story.
It took me approximately 2.5 months to switch to a new bundle with Shaw.
I previously had all 3 services through Shaw (net, digital TV and phone) but it was an old package. They introduced the new Personalizer Plans, and I looked into it and wanted to switch, but had a few questions.
As I work full-time during the day, most of my communication with Shaw has been via email. In the past I've had NO problems. Reasonable response times, always very helpful.
So, this time (July 27 was the beginning) I sent an email asking my questions.
I got a reply 2-3 days later, which is reasonable. Got good info, answered most, but not quite all, of my questions.
The tech asked that I reply with further questions, and also let him know what bundle I was looking at, and he would check to see if there were any promos available. I sent that email right away.
Waited a couple weeks, no reply, so I resent the email. Waited a couple weeks again, still no reply. I tried the phone, but the wait is always FAR too long, and I wasn't willing to sit on the phone for an hour or more.
I thought, maybe the original tech was on holidays, sick, got fired, who knows, and maybe my email was being forwarded to an un-monitored account, so I started a new support ticket via email. Another week or two, no response.
Finally, one evening was able to get through to online chat (after about half hour wait). They checked my account and said there was no record of any in-progress conversations. Then for some reason I got disconnected from the chat. lol
So, I sent a new email, direct from Shaw's "Contact Us" form on their website. They replied and told me to again email the original tech. I did. I got no reply.
Meanwhile, about 2 months has gone by.
Finally happened across Shaw's Facebook page, and posted my concern on their discussion forum there. Got a very quick reply saying they would pass the info to the original tech. Within about an hour, that original tech had emailed me. Apparently, for some reason, my emails to them were being filtered out by their spam filter. So, I was given a different email address to send to, and we began our email convo again, finalizing my last few questions.
Got it all sorted in a few days, only to be told that Shaw was out of stock of the new modems. Doh!
So, he schedules a tech to visit, assuming the gear will be available, for an evening appointment a couple weeks later (that appt. being Oct 14). He is aware that I work full-time, so it has to be an evening shift.
I let him know that I'd prefer to pick up the modem and STB myself, so I don't get stuck waiting for Shaw to arrive whenever they get around to it, and he says No prob, if the gear is available before the 14th, he'll let me know so I can pick it up myself.
The 14th comes and I haven't heard anything... so I'm thinking, OK, maybe Shaw isn't coming... I wasn't contacted to be told the hardware was in, so why would Shaw come?
To confirm, I managed to sneak away from work long enough to get through to Shaw to see if I'm still scheduled. Turns out I was. So, apparently the hardware IS there, I just wasn't told.
I explain that I work full-time, and ask if there is any time frame indicated on the visit. They say no, nothing specific, the tech will be sometime between 5-8pm.
I say OK, if I cut work short and rush, I can be home by about 4:30. I do that.
I get home at 4:35 to see a note on the door that Shaw was there from 4-4:30. Message on my answering machine says that Shaw was there for a scheduled 4pm appt. and I'll have to call to reschedule.
I got back on Facebook (the only place I seemed to get quick replies) and basically said "wtf" (was nice about it though).
Within about 20 minutes, the original support guy emails me again apologizing, tells me the hardware is available at shaw retail for me to pick up, and for my trouble has credited my account with $20 off for the next 6 months.
Went to Shaw the next day (this past Saturday), got the gear, it's all hooked up and running well.
So, 2.5 months later and I finally got things switched. I did certainly appreciate the $20 off for 6 months.
And, as a bonus... for some reason, they gave me the Pace DC758D PVR-ready HD box, whereas I *think* the standard STB you are supposed to get free with the bundle is the regular HD non-pvr box.
Unsure if that was intentional or not... the guy at Retail initially grabbed a box with the regular STB, and then was looking at my account, and took that STB back and grabbed the PVR-ready one, said that my account showed I was supposed to get this one.
So, that was cool... I'm not one to go out of my way for PVR... never had it before (I'm also still not entered into the HD age), but now that I've got the STB for it, I ordered a HDD and enclosure to hook up to enjoy the PVR functions.
2011-10-18, 04:46 PM
Wow has Shaw customer service really dropped over the years?? I called to inquire about promos for signing up for cable/internet. I had a message for a call back in 2hrs or more :o:o I then tried the internet chat option but nobody there either.
I had Shaw yrs ago and remember very good response time when calling in....most cases within 3-5 rings.
It's no wonder they are losing lots of business like mine.
I may call back in the future to find out about promos.
2011-10-19, 11:54 AM
I'm amazed the CRTC isn't all over Shaw about the support wait times!
2011-10-19, 01:56 PM
Just a tip for people cancelling. If you phone and press "2" for the customers without accounts with them the wait time is a lot less. Lineups are long at the offices for dumping off their junk.
2011-10-19, 03:05 PM
That's smart. Take on more customers than your workforce can handle and then make those potential new customers angry when installers don't show up at their appointment time or having to deal with long wait times on the phone. It's a brilliant strategy in pushing new and existing customers away from your company.
2011-10-19, 03:46 PM
They're working very hard to lose my business. I only have 3 hours (3 calls and 1 chat) into my problem, so not as bad as some. I have given them 48hrs to correct my issue (not holding my breath), then it will be sayonara to phone and TV, going internet only I hope. Just gotta convince the wife to go without a "landline", not as easy as I thought!!
2011-10-20, 03:46 PM
Gosh and to think how good service was even as recent as 5yrs ago. Two/three rings and someone answers. Shaw is obviously going in the wrong direction business wise.
2011-11-17, 07:55 PM
I heard and read many negative comments about Shaw’s Customer Service. I’ve had to call and the waits were sometimes a bit long, however I wasn’t one to make negative comments.
I had a billing problem yesterday and phoned. I was hold for about 30 minutes, with the usual recording telling my how important my call was. I finally got through to a human who then said she’d transfer me to another representative. At that point the phone went garbled (even worse considering I have Shaw phone as well), the recording that was telling me again (I think it said) how important my call was sounded like R2D2, only worse. I hoped, because now I’d been on the line for 45 minutes that when the next human came on, it’d clear up. Nope, they came on and they just hung up on me. I called back and 30 + minutes later (no, I’m not complaining about any of this) I spoke to someone.
Then I received a call from a Shaw representative today, following up on yesterday. I had ordered something and they didn’t provide me with a contract and the rep explained that they couldn’t email the docs to me and was arranging how to provide a contract for me. She mentioned that the package that I currently had was such that if I spent another 90 cents I’d get faster internet service and several more TV channels (all good service). She agree to send me a list of channels by email. Before I hung up I forgot to ask how I could get back to her to respond (I guess I assumed [incorrectly] that I could respond to her email) That’d be too easy.
So deciding to take the package and needing to book a service call (faster modem)
I decided instead of calling and being on hold for an hour or more (I’ve called before) I’d use their “ShawCustomerChat” an on line help thing. I signed on and waited. Now, I don’t think I should be expected to stare at the monitor until someone comes on, but ever few minutes I looked over. Nothing audible, so I had to keep checking….
After 33 minutes (after checking every few minutes) I noticed that I had a response. 31 ˝ minutes after signing on, a clerk had come on. When I didn’t respond in 2 minutes and 41 seconds she warned that she would disconnect. 25 seconds after that she had cut me off.
So she couldn’t wait 3 minutes for me, but I’m expected to either phone and be on hold for and hour or more, or use their CustomerChat (on-line help) and not look away from the monitor til they come on !!!!!!!!!!!!!!!!!!!
I gather the “ShawCustomerChat” was created to alleviate some of their contact problems. So much for that idea.
Only took two days, now I’m another angry customer, and I was one of perhaps only a few that formerly wasn’t complaining about Shaw's customer service.
Motto ? “We’re not happy til you’re not happy”
I know this is a small thing - a mistaken button-push. But whats just happened is that I called Shaw support and waited through the hold (haven't been offered the call-back in quite some time). Finally the hold music stops and I think I'm in, but while I can hear some tech rep helping someone, clearly no one can hear me. I waited for 20 minutes in the hopes that when the call was done my open line would get noticed. Unfortunately it did not and I hung up, nothing accomplished.
The wait times really are atrocious these days. The one thing I could always say about Shaw was that the service was better than anyone else. But though the quality of the service is still fine, it just takes too long to get it. I'd even be happy to schedule a call, but there's no way to do that. Instead, you just hope that you get chosen to receive the call back, and if you aren't chosen then you wait.
2011-12-15, 02:37 AM
FWIW, I had a fairly good experience with Shaw recently. I've been a long-time, three line customer with Shaw. I called the main line (had to wait a little bit for a pick-up) and asked to speak with the Loyalty Dept. Another wait and I spoke with a very friendly CSR. All I said was that I had seen there were numerous deals available for new customers and I was curious if there were any deals for long-term clients. He looked over my file and said, yep I can offer you a pretty good bundle. [Existing plan was for Shaw Basic Home Phone, Shaw Basic + HD and Shaw Hi-Speed). I got Shaw Basic Home Phone, BB50, and the new Shaw Basic + HD for ~$85 (permanent pricing). I added the kids bundle as I would lose Treehouse with the TV switch, then added in voicemail for the phone and asked about upgrading to Gateway, I'll trade one PVR in for a portal and go on the payment plan for the gateway.
Net: New plan should be around $105 + tax (including $10/mo for the Gateway). Old plan was ~127.
Very happy to get improved internet, and Gateway, all while saving ~$240 a year on services.
Total call time was about 42 minutes, well worth the time investment.
2011-12-18, 07:01 PM
So I have been with Shaw forever and always liked the service - luckily my wife and I have had very few problems with our cable and PVRs.
Well I finally decided to get a couple of HDTVs and upgrade to the Gateway after much research on here and scheduled an appointment 3 weeks ago for last Thursday. Even scheduling the appointment it took 2 phone calls and over 45 minutes on hold, not a great sign.
I was pleased to hear it would only be a week until the install, and took the day off work since it was the dreaded 4 hour window in the afternoon. Sitting at home on the day I was just starting to wonder if anyone would come when I got a call from dispatch...sorry the techs are busy and nobody can come. Um, what? I was already an hour into my appt, and the woman couldn't care less...couldn't care that I lost a day's wages sitting around, that I was a long-time customer, or that Christmas was coming up and there were no spots available until January. Oh, did I want to try the next day at 8am? They MIGHT be able to have someone come.
She then said she would call me back in an hour after texting around to see if anyone could come and do a quick install (our place is brand new and I know pretty much everything I could about the Gateway already) 1.5 hours go by...no call. I call back and talk to a rep...nope nothing on my file, the appt was still "pending" (now 3.5 hours into my "appt")
He was actually useful and got dispatch to call me right back, I then booked 8am the next morning as it was my only choice. Lo and behold, a tech showed up! He even called 20 min early to let me know when he was there. Gateway install took under an hour for 3 TVs and the guy was fantastic. He even mentioned that he lived in the same complex as me and was available the day before, but got no text...I started banging my head against the wall at that point. :P
I have to say that all of the Shaw installers I have met have been wonderful people and incredibly helpful - 10/10 in my mind. 0/10 for customer service.
THEN...my father-in-law has a problem with his Shaw Expander, it is no longer showing as active for his HDPVR, so I try to get it working (mostly from instructions on here, thank you!) but to no avail. I told him to call today and get them to "hit" the PVR hoping it might turn on the Expander. It seems to be a fairly common problem these days.
Well THREE PLUS HOURS and FIVE reps later, not only is his expander still not on, but he cannot even get power to the PVR at all. He cannot even watch TV, plus I believe they erased his 60+ hours of recordings...even though I gave him written instructions on what to tell them was wrong.
So, his appt with a tech is Dec 27th, and they hopefully will show up...he gets no TV until then - oh and he is 100% it was the unhelpful "Indian sounding person" who gave him the instructions that screwed up his PVR. The poor guy knows nothing about the devices or the connections and just wants to watch his old movies that he recorded.
Thanks Shaw, you have now made most of my family angry as well. I actually thought about going back to the dreaded Telus last week. <shudder>
I Wanna Flat Panel
2011-12-21, 09:23 AM
I tried to use the Customer Service Chat to activate a new HD-PVR on the weekend and gave up after an hour and the crashing of the chat client three times. I then went back to the 1-888 number method and got results in less than 5 minutes.
I therefore would like to thank Shaw for their phone support. :)
However, your Customer Service Chat feature for activations sucks. :mad:
2011-12-21, 10:46 AM
I tried that Concierge chat service yesterday afternoon and got someone within 30 seconds. The CSR I chatted with was very helpful.
2011-12-21, 11:03 AM
I used the Concierge chat service the other day, it was great. Chat started within a minute, ordered a Gateway, BB50, and made programming changes (which I guess I'll be changing again with the new Best of HD Package) all within twenty minutes with an appointment to install in 5 days. Good work Shaw.
I Wanna Flat Panel
2011-12-22, 08:17 AM
I'm sure the Chat worked so well for you folks because I complained above and Shaw saw that I wasn't happy and immediately fixed the problem. :rolleyes: Talk about inconsistent results for Shaw customers.
2011-12-22, 09:06 AM
I don't see any inconsistencies here. I haven't tried the regular chat service for a while, so I didn't comment on that. This is why I put Concierge chat in my post, which is the service that I used.
2011-12-22, 05:33 PM
I used the Concierge chat service the other day, it was great. Chat started within a minute, ordered a Gateway, BB50, and made programming changes (which I guess I'll be changing again with the new Best of HD Package) all within twenty minutes with an appointment to install in 5 days. Good work Shaw. Well so much for that. I knew it was to good to be true.Just got a call cancelling the appointment. Of course I had stepped outside for a minute and missed the call . Now waiting for the dreaded call back even though I used the chat it was taking forever so the CSR suggested he could call me. Let the waiting begin