I think alot of cutomer service has to do with your attitude. If you are polite and patient you will get better customer service than if you start ranting about how long you where on hold etc.

I am not a spinless Canadian that takes institutions garbage with a smile. I won't spare you the flames because you are spilling the garbage. Canadians are not wimps. In fact in general I would say caucasian Canadians for the most part are tougher than American caucasians. Many older Europeans will tell you that one Canadian soldier was worth four Americans during WWII. If you don't like my country then leave.

If I was making say $9.00 a hour and some jerk started screaming at me about how he was on hold for 45 min. I would tell him to bite me. If I wanted to keep my job I probably just wouldn't be very helpfull.

Their crap "Shaw secure" virus protection is a joke. I've gotten 3 viruses that it won't disinfect. Then I spend 2 full hours on hold trying to get some support and have to listen to an idiotic recording every 45 seconds telling me that my call has been transferred to the internet support department and may be recorded for quality assurance (what a joke). When I finally get someone more often than not they don't know how to sort out the problem and I have to go through the hole thing all over again the next day. I despise this company more than I can say. Everything about them is substandard, the internet service, the HDTV service and products. I can't imagine how they stay in business.
The worst part is that they clearly hire people to monitor this forum and try and discredit any complaints by blaming the customer or the customer's "attitude" for the terrible service (as if they know ahead of time who has a bad attitude and should be kept on hold for 2 hours).

that when I finally did get someone on the line (after being on hold for 2 hours) that he was very polite knowledgable and helpfull. Their staff must have to put up with so much because the company cuts corners everywhere possible. I don't know how they can even keep employee's.

Ha!Ha!

I don't work for shaw. (if your talk'n bout me)(man I'm paranoid)

Just seems to me that no matter who you call, be it Shaw, BEV, or whoever, when your freakin out it get's you no where fast. Better to be freindly even if your pissed. The CSR will probably want to help you more instead of just trying to get rid of you as fast as they can.

As for waiting 2 hours, I've never had to do that. As far as I know they give you an option to leave a message. Have they got rid of this option? I've left a message. They called back. If you didn't leave a message, after 15 minutes I would have hung up, called back and left a message.

I don't like their PC protection software either so I don't use it.

I do like the speed and reliablity of their connection.

I use free software like One Care Live Beta, NVIDIA firewall, Spybot Search & Destroy. There is free software out there. I don't think any PC is ever 100% spyware or virus proof.

I know nothing about bandwidth(and no one wants to discuss it), but Shaw uses what little bandwith they have like a bunch of morons as far as I'm concerned. They were rallying to get HBO so people wouldn't aquire DirectTV. Silly, silly Shaw. Now where would they squeze that in. Broadcast news, community programing. How much bandwidth do these crappy analog channels eat? 40 PPV channels? Wouldn't 20 PPV's service the people without VOD well enough so that we might all enjoy more digital and HD channels?

I wan't my HDTV.

So in conclusion,

Thanks for the laughs.:D

Their crap "Shaw secure" virus protection is a joke. I've gotten 3 viruses that it won't disinfect.

Keep in mind that all the major internet service providers are now offering FREE ;) security tools for one reason: keep the call volume down in the support department. It costs them practically nothing to "give" you this software (as annoying and intrusive Shaw Secure can be) compared to answering thousands of calls that are spyware and viruse related.

I always found the CSRs to be very courteous and as accomodating as they can on the phone. The problem is they know practically nothing, and that's the company's fault for not better training them.

Shaw doesn't need to actually care about customers. They only need a warm voice on the phone give the perception they are taking care of business.

And if you think life is better on the other side of the fence, hop on the BEV forums. Their customer service is much worse than Shaw's.

I just wish we could have to cable companies competing head-to-head in my area. But that won't happen in our lifetime. The best we can hope for is Telus making headway with their TV service. Satellite penetration is levelling off since they don't offer bundling of Internet and phone as well the fact that a lot of people won't or can't install a dish. Telus, as funny as it seems, may just be the ticket when it comes to giving Shaw a good "wake-up call". Only then will Shaw show some leadership.

Thanx for the wise words of wisdom,
Gee I never though of hanging up after 15 minutes since my PC was at risk, all of it's contents and a good deal of my livelihood. They also did not offer the call back option for some reason on Friday but again thanks for enlightening me on this feature. You are such a clever fellow I now wish I had consulted you first. Your advice on attitude would have been very helpfull. Just out of curiousity maybye you could explain how they knew that I had an "attitude" and deserved to be put on hold smart guy.

The advice I got from Shaw yesterday after waiting 2 hours ended up being wrong and I was treated to the pleasure of another 6 hours of time wasted back and forth with Shaw trying to eliminate the problem. It turns out there is a newer version of Shaw Secure out that they havn't told all there early customers about becuase it would overload their system for everyone to try and upgrade at once. Wonderfull! Again, it was my "attitude" that put me at risk caused the virus attack and kept me in the dark about my outdated virus protection.
Gerry

I've had reports on this forum and have done some editing.

Clean up the talk and the flaming please

Gerry you are right. "Attitude" has nothing to do with this.

It is unacceptable to provide a internet protection software package only to have it be out of date. I guess they haven't heard of identity theft.

Darcy

If the data on my computer was my "livelihood" I would never trust a free anti-virus program given to me by my ISP. I would spend the $29.99 on Symantec or a similar program.

I'm tired of continually getting complaints about this thread.

This thread is for people to post GOOD and BAD comments about Shaw's service. It is not to discuss Shaw product nor flame other members.

Next member who calls someone a goofball or stupid for buying shaw service will have their account suspended.

I called Customet Service Saturday regarding degradation in upload transfer rate of the modem. They sent someone Monday, but this was an intermittent problem and of course, when the tech guy came - all was OK (Isn't there a law for that?). The problem started up again an hour after he left - phoned Shaw again and they sent someone the next morning. He replaced the splitter in the box and Presto! I now get download speeds close to 7 Mbps and uploads of 900Kbps

hi i just had a shaw tech come to my house because i got a virus (first one in a year) and he came to my house and fixed it. i think shaw secure is the best and i think every1 should get shaw. their phone is great the internet is fast even for downloads. thankyou.

hi i just had a shaw tech come to my house because i got a virus (first one in a year) and he came to my house and fixed it.

ROFL You got a virus and call Shaw to "fix" it ?

hi i just had a shaw tech come to my house because i got a virus (first one in a year) and he came to my house and fixed it. i think shaw secure is the best and i think every1 should get shaw. their phone is great the internet is fast even for downloads. thankyou.

I've been with Shaw since last August. I'd been with Telus (land line, cell phone and Internet) from Day 1. One mistake I made in August 2005 was to let them (Telus) carry my long distance (switched from another provider back to them), because ever since that day I was on the phone with them every month because of the statement problem. And we are talking about 1 year, that company's policy and attitude is so bad, and it's not even funny. Finally I told their CSR nicely that if that's the case I would switch to another company, and she said Go ahead, do you want to disconnect your phone now? I was not even mad or rude to her. Now I am with Shaw and I am a lot happier except that I switched my satelite to cable as well. I sure miss satelite.
Now I am telling my friends to dump Telus if they don't like them, because there are alternatives. Myself I will never go back to Telus.
PS: I am not a cable company worker.

Right On! I agree totally.

Telus is one of the worst managed companies when it comes to Customer Service. I have never dealt with a company with so many ignorant and rude CSRs.

Note: I do some Tech Support myself over the phone so I know how it can sometimes be difficult but you still have to respect the customer.

I had all Telus until Oct. 2005 when I was talking to a rep about some weird items showing up on my Telus bill. The amount was only $14 but still I knew that it was wrong - and the Telus rep says "It's only $14, I'll give you the money if you need it that badly". Can you believe that??

After a minute to let it sink in, I said back to her: "Ok, what is your address so I can come and get the $14 from you?". Then she hangs up on me. That day I cancelled all my Telus services and went with Shaw for everything. Never been happier.

ROFL You got a virus and call Shaw to "fix" it ? yes and he fixed it

mts is also rude, those people called me a liar when i said i did not make a long distance call and they charged me for it.

Hmmm... made a post a couple weeks back and strangely, it hit a nerve and it was pulled of the board. One member who will remain nameless told me to kiss my a$$ in a private message - if I could I would be in the circus...:D

And no I didn't report that person to Hugh either. I've got big shoulders.;)

Anyway - the point wasn't to offend.

Shaw Secure works for those people who won't otherwise spend money on a quality virus program - OR those who don't know about quality free virus programs (and malware programs etc.)

I recommend anyone who knows enough that they need a quality program and can monitor it should get something other than Shaw Secure.

I tried Shaw Secure and I don't recommend it! I do recommend it as opposed to no security though.

I still like Shaw's service.

I don't like their compression on HD

Please don't send a flame message again (especially you know who) - if this still offends someone, message me and I'll look at what's offending you and try and edit it.

I am returning to Shaw and getting the Premiere bundle with phone service.

When I was with Shaw, I had excellent customer service. If it was terrible, I wouldn't be going back.

My question is this: If Shaw is SO TERRIBLE, then why do ANY of you subscribe to their services?

Greg