: Shaw Customer Service - good and bad - post comments here
2012-01-12, 03:01 AM
Thanks for trying to clear it up, mungar, but I just don't get how it can be so complicated. The published info makes no sense, as tux shows. The worst example is this:
HSI 7.5: $52 standalone, $42 bundled, $48.95 with SPP
HS10: $45 standalone, $45 bundled, $33.95 with SPP
HS10 has 'more for less', then 'more for more' and finally 'more for less' again. I guess I shouldn't blame the customer service folks for not understanding it either when it makes no sense at all.
I thought the math was simple but clearly normal addition and subtraction is not what Shaw is going with. The poor customer service folks must hate trying to answer questions about this. I figure this is why they all say the same thing. It sounds like a well rehearsed line that was formulated to sound just enough like they know what they are doing but you don't so you say 'OK' and then hang up, being left with a feeling like you just had a sucker pulled out of your mouth.
My real problem goes back to the first CSR who was first rude with me and then had the nerve to hang up. Unfortunately, there is no way I can find out who it was because I'm sure she would get some 'coaching' at the very least and, more to my liking, she would be fired for not presenting the corporate values.
Oh, and here's one more thing I find really offensive: when pressed on the issue of 'why is it $59 and not $55', they say 'but you will need a different modem to get BB50 so what if I offered you a free lifetime rental?' Do they honestly think I didn't read that a 'free modem rental' is included with that service? I mean, really, if that isn't false advertising or at the very least a blatant attempt to make you think you are getting a 'deal', I don't know what is.
2012-01-12, 03:13 AM
I think they are trying to make it confusing enough that we will just give up and sign up for the "ultimate plan."
The ultimate plan will be we hand them our wallets, they take out what they want, and hand us back what is left.
2012-01-12, 03:33 AM
Ya, the empty wallet. The really sad thing is; I have a better understanding of sting theory than I do of how Shaw bills all my services each month.
2012-01-12, 06:13 AM
High-Speed (7.5) and Extreme are no longer going to be used in the Shaw Plan Personalizer and new 'Simple Bundles' going forward.
For new people signing up with SPP, High Speed 10 is replacing High Speed Lite, and High Speed 20 is replacing the old High-Speed (7.5). Extreme and Broadband 50 had been the same price on SPP, so Broadband 50 is just replacing Extreme. Existing SPP customers are free to change to any of these new Internet packages as well. We are just starting to transition to these new Internet packages, so there may be some communication issues, and we are sorry for all the confusion.
The new base prices in SPP bundles are now:
Personal TV + High Speed 10: $59.90
Personal TV + High Speed 20: $74.90
Personal TV + Broadband 50: $84.90
2012-01-12, 06:25 PM
I had my appointment for 2 additional portals today (AM).
The tech arrived at 10:30, and while his order did not show he had to run an additional cable, he ran the cable and hooked up the portals, set them up (including remotes).
The order confirmed he needed to remove a filter which I understood had been put on when I changed my TV Package the last time. When we went to the "Line Room" (Townhouse), it was quite funny because even though they had sent a tech when I made the change, there had been no filter installed. He came specifically to put on the filter... The tech seemed not to be surprised, telling me they didn't really need the filters as they (tiers 1,2 &3) would be irrelevant once the digital conversion is complete. The only filter he expected they would use would be the video filter for subscribers who only have phone and or internet with no TV.
Anyway, a pleasant install, all the updates were done before he left - and all is working just peachy!
I then went on the concierge chat to have them do the updates on the services I receive, which were not done earlier so as not to lose my install date, got through in less than 5 minutes, and for some reason my account was not accessible. I wanted to add Discovery World to my order... The agent said he would put it in as soon as he could access my account.
Will report back when the update is done to my programming package to confirm they put in the Personal TV, Best of HD and Oasis, HDNet and Discovery World HD...
So far so good... :p
2012-01-13, 01:56 PM
^^^ It appears they have not done the channel update (no Oasis) I have seen they have fiddled with my bill though...
2012-01-15, 03:07 AM
^^^^ it took another day, but Oasis finally appeared... all is good now... fingers crossed :D
2012-01-17, 05:55 PM
Took a chance (saw a snowflake outside) & phoned Shaw instead of driving to the local office to make some changes to my TV service today. Made the call at 1:06 pm, was answered at 1:11pm, changes made & call completed at 1:14pm. Pretty darn good service IMHO, Cheers.
2012-01-18, 04:38 PM
I've been watching the boards here for a while....this is my week with Shaw.
We've been considering Personalizing our Shaw packaging - getting upgraded internet and the phone option.
A well-meaning Shaw rep comes on here and tells me that they can give me a 6 month break on the 20-dollar Best of HD part of my TV. I'm ready to confirm, and ask him to check....now he says that I'm in Ontario, and that doesn't apply - the best he can do is a 3 month break on the 15-dollar phone. So I go from saving 120 dollars....to 45.
Then my PVR breaks on Sunday....I wait for 90 minutes for a call back, only to find the guy can't come til Wednesday. I whine a bit, and they said "maybe Tuesday". The guy comes Tuesday, and fiddles a bit, and then plugs in another PVR, which also doesn't work. He tells me my new Panasonic is kaffed...to which I say it works playing DVDs and my computer. Turns out the second PVR was ALSO kaffed. Now he's on his third choice...which works, praise Jebus. Great...he leaves. I come home from work, turn on the Tv, and find out we have 5 working channels...the rest are "unauthorized". I have to call again, and wait another hour before a rep comes on and flashes my PVR so I can have the correct package.
Whew...sorry for the rant. All in all, everything worked out...but what a rigamarole. ANd the best they can do is 45 bucks?
2012-01-18, 06:30 PM
I strongly recommend signing up for Shaw Friends and using Concierge Chat from secure.shaw.ca for everything except maybe Internet problems :)
The last few times I've used it, I've been speaking to someone within a couple minutes, and once didn't even see the "please wait" screen.
2012-01-18, 07:26 PM
The first couple of times I used the concierge service it was quick but I had to use it again a couple of days ago. (They messed up the billing when I changed my plan). It took 45 minutes before I got a response. Not good but at least I didn't have to hold onto the phone.
I had a friend today that was having an email problem. The wait time on the call back option was 3 hours. He tried the concierge service and it took 1 hour and 15 minutes. Better than 3 hours but not what I would consider to be good service.
I think in the beginning it was good because so few were enrolled. Now that more are signing on the wait times seem to be getting just as bad as before.
2012-01-18, 07:47 PM
I've used the chat a couple of times in the past week and got on instantly every time. I wonder if it makes a difference where you are located?
Are you sure that he was using the Concierge chat?
There's 2 ways to chat with Shaw; regular chat and Concierge chat. Regular chat is through the normal shaw.ca site (http://www.shaw.ca/chat) , while Concierge Chat is only available to customers enrolled in the Shaw Friends program, and who access chat through the Shaw Customer Centre (http://my.shaw.ca/CustomerCentre). The wait for regular chat can be lengthy, but Concierge Chat is generally answered within a few minutes.
2012-01-19, 02:24 AM
Note that you need to have two or three services to get access to Shaw Friends.
I have TV only and am not eligible.
2012-01-19, 01:56 PM
Yes, I am sure it was concierge. And when I used concierge this week it was too long a wait.
The fact is that Shaw is seriously short of CSR's and as more people sign on to the service the short times that were experienced in the beginning are changing.
But really, good customer service, should be for every customer, not an elite few.
With the decline in what was a superior service a few years, the only thing keeping them in the game is that their competitors are equally as bad.
2012-01-20, 03:20 AM
I have used the Concierge chat about 7 or 8 times now for various things, and have had very fast response time. The longest I waited was asbout 3 minutes. Usually it was about 30 seconds and I was connected. These were all at different times of the day too. Not one particular time. Each and every time they CSR's were great at what they did.
2012-01-20, 11:48 AM
Used concierge yesterday afternoon - wait 53 minutes.
2012-01-20, 11:58 AM
Are you sure it was the Concierge chat service and not the regular chat service? I used the concierge chat yesterday at around 3:00pm and was chatting in less than 5 minutes.
2012-01-20, 01:27 PM
I suggest it may depend where you reside in the country.
2012-01-20, 03:32 PM
If you were waiting 53 minutes, that was definitely not the Concierge Chat. The queues for the Concierge Chat are well under 5 minutes the vast majority of the time. Occasionally it may creep up to 7 or 8 minutes, but there is literally no wait at most times of the day.