Shaw Winnipeg;

Digital Phone Tech Support: Ok - not great, but ok, because they have been very helpful when it came to answering questions and making sure that I was all connected and everything was working ok, they were almost great, but when it came to one issue I am having with *69 - I have called several times over months and just gave up after a while...and I think thats what they were hoping from day one - its not a really big problem, but one of those I have it so it should work problems.

TV Tech Support: I have had very little contact with these guys in the past 18 months, because 1. My reception has been amazing, and 2. Very little Digital Cable Box errors. and 3. I don't spend a lot of Time watching Tv like I used to...I hate reality Tv, but that's another story.

Internet Tech Support: I find that when I have talked to people in Winnipeg they tend to sluff off things, and blame alot on "your computer" when I can clearly see the same problems with other people I know...so I started calling whenever I had to after 9pm Winnipeg Time and getting routed to another call centre like Calgary or somewhere else out west and the service hasn't been great but its been better. For the record my opinion on Shaw Winnipeg Tech Support is they are USELESS (not all but majority).

Customer Service Line: Hit or miss I find, you have certain ones who give you textbook answers or when they don't know repeat the same 5 lines: "CRTC or Bandwidth, etc and don't want to put you on hold to get more info, and then you have your eager and motivated ones who either know the answer because they have taken the time to learn or will put you on hold to go get an answer.

E-mail Contact: Depends on the question but I have received many "Please call back for more information" to I have had 3 page responses, once again, hit or miss.

That's my view of Shaw Winnipeg Customer and Tech Support.
Shawguy

Today's call was the straw that broke the camel's back. I was really contemplating moving to Bell anyhow. My analog signal and standard digital signal is freaking horrible. Service reps have been out before and agreed that my picture is not normal. New amps and wiring have not solved anything. The HD picture has also greatly degraded recently. The simplified explanation "growth in my area, lack of bandwidth"

In the past I have experienced pretty darn good customer service. It was really the only thing keeping me with Shaw. I made a call today to see if Shaw would take a trade on my old digital box for a new 6000 series box.

The CSR must have been having a bad day because she told me in a really condecending tone "we CAN do a trade for your digital box for 100$ if you want. ( I thought it was 150$?....anyhow.) I was about to go for it when she pushed the easy pay option. I told her that I was not interested in financing because I would end up paying 504$ instead of the advertised 448$ from shaw or the 398$ from futureshop or soundsaround.

She says "it is NOT 504$, it is 448$"

So I respond, "how is that? 14$ per month for 36 months is 504$ PLUS the 29.95 admin fee in the fine print is a total of 533.95$.

She responds, "that is not right"

Me: How?
Her: It is 448$

Me: Okay. I am still not interested.

Her: is there anything else I can help you with?
Me: No, thankyou. I think I might just go with Bell instead.
Her: (in a rude tone again) FINE, have a good day.

*click*


So, Bell expressvu is coming to install this Tuesday. I understand that Bell's service is not exactly superb, but at least I will have 100% digital, BETTER picture, more of the channels that I like, with less that I dont. More HD, and a SLIGHTLY higher monthly cost than shaw WITH the equipment rental. Kinda seems like a no-brainer to me.

okay i just phoned shaw because i have had my internet not work for a few days it my router kept freezing and he told me to unplugged it i did. and then it did not work. then he reset it on his end. now everything is working great.

Today's call was the straw that broke the camel's back. I was really contemplating moving to Bell anyhow. My analog signal and standard digital signal is freaking horrible. Service reps have been out before and agreed that my picture is not normal. New amps and wiring have not solved anything. The HD picture has also greatly degraded recently. The simplified explanation "growth in my area, lack of bandwidth"

In the past I have experienced pretty darn good customer service. It was really the only thing keeping me with Shaw. I made a call today to see if Shaw would take a trade on my old digital box for a new 6000 series box.

The CSR must have been having a bad day because she told me in a really condecending tone "we CAN do a trade for your digital box for 100$ if you want. ( I thought it was 150$?....anyhow.) I was about to go for it when she pushed the easy pay option. I told her that I was not interested in financing because I would end up paying 504$ instead of the advertised 448$ from shaw or the 398$ from futureshop or soundsaround.

She says "it is NOT 504$, it is 448$"

So I respond, "how is that? 14$ per month for 36 months is 504$ PLUS the 29.95 admin fee in the fine print is a total of 533.95$.

She responds, "that is not right"

Me: How?
Her: It is 448$

Me: Okay. I am still not interested.

Her: is there anything else I can help you with?
Me: No, thankyou. I think I might just go with Bell instead.
Her: (in a rude tone again) FINE, have a good day.

*click*


So, Bell expressvu is coming to install this Tuesday. I understand that Bell's service is not exactly superb, but at least I will have 100% digital, BETTER picture, more of the channels that I like, with less that I dont. More HD, and a SLIGHTLY higher monthly cost than shaw WITH the equipment rental. Kinda seems like a no-brainer to me.


Am I a hippocrite or what? Shaw's service is angellic compared to Bell's. A day of frustration makes me realize why I stick with Shaw and will continue to stick with them. Now, I have to find a cost effective way to get HD on a second tv.

I am amazed that Shaw can send out newsletter, advertising - but cannot manage to do the same for outages. I had a major outage in my neighbourhood last week - no Shaw's fault, due to an incident with a backhoe. Apparently today they went back early morning to finish the quick fix from last week and it turned into a major outage - going on 9 hours now.

Why can't they manage to have some information on their customer care site (after logging in), or send an email in advance of the outage.

Remind me of an old WKRP episode...
"How can we announce we are off the air when we are off the air?"- Bailey Quarters

Yeh - the how to communicate I understand. I was still online with an Aircard/laptop at home -required to get work done - and cell phones to call Shaw. The biggest thing was advance notice, followed by not informing their call center as to the severity of the problem or expected time frame.

Like Toolman I have had brutal signal that has rendered my cable almost unwathcable. The tech support CSR's have generally been very great and helpful and when the problem is described I have recevied credits against the cost of the movie channels, etc on my bill.

They have been consistently pleasant.

My issue is generally with the in home tech's. Box swap and reset is their answer to everything like the old "have you tried rebooting your computer" C*ap.

I am tired of being told it is my splitter or wiring and not Shaw's problem. Like my house of 2 years is all of a sudden causing problems with my cable for 2 weeks.. The picture problem is severe but they say there signal is fine, gotta be true tech says so and so does his fancy meter. Apparently my house is to blame. What a load of C*ap. If the signal coming in the house is fine obviously the wiring is fine. Where is the common sense.

They need to teach these people some common sense and get them some in depth training.

I don't want to leave them but I will if I have to.

Two days ago, my wife and I decided to check out the new free Baby TV Rogers was offering. While we did this we went to Rogers on Demand and previewed the free programs they had for children. Under the free kids shows section (and the BBCK entry) there was an entry called 3 non blondes. It was only 30 minutes so we decided to look at it. Boy were we blown away. This was definately not a kids program (topics like taking it up the a@@, song titles like rub my ti**ties and other inappropriate subject matter). Don't get me wrong, it was funny in my opinion, but as a parent I would not want my children watching this. So my wife called Rogers to let them know what they were showing on their Rogers on Demand for children. Customer service said that they could not do anything about it, and that we should call the BBC as it was their program. Excuse me. Just because the BBC shows this program after 9:00pm doesn't mean Rogers has to show it anytime of the day on it's On Demand channel. My wife tried to escalate the issue to a manager, but was told the same thing, and that they would not change it. We may be calling the CRTC. Again funny show, but not for kids. They should have wanted to investigate it themselves and save themselves the embarrassment.

Two days ago, my wife and I decided to check out the new free Baby TV Rogers was offering. While we did this we went to Rogers on Demand and previewed the free programs they had for children. Under the free kids shows section (and the BBCK entry) there was an entry called 3 non blondes. It was only 30 minutes so we decided to look at it. Boy were we blown away. This was definately not a kids program (topics like taking it up the a@@, song titles like rub my ti**ties and other inappropriate subject matter). Don't get me wrong, it was funny in my opinion, but as a parent I would not want my children watching this. So my wife called Rogers to let them know what they were showing on their Rogers on Demand for children. Customer service said that they could not do anything about it, and that we should call the BBC as it was their program. Excuse me. Just because the BBC shows this program after 9:00pm doesn't mean Rogers has to show it anytime of the day on it's On Demand channel. My wife tried to escalate the issue to a manager, but was told the same thing, and that they would not change it. We may be calling the CRTC. Again funny show, but not for kids. They should have wanted to investigate it themselves and save themselves the embarrassment.
FYI, this is Shaw's Customer Service Thread not Rogers. They have their own thread here http://www.digitalhomecanada.com/forum/showthread.php?t=16895

I check the Rogers site and I do not see that program on the Kids section. Do you want to post a direct link to the page.

My box died a few days ago. It simply will not accept any commands. It might take a command from the remote and then kind of freeze again. The picture is OK on the channel that it is on but I cannot change channels or go into any of the menus. Shaw went throught the usual helpful tech support of unplugging the box, resetting it from their end. Nothing solved the problem. Finally, the tech told me that he can send out a tech in about two weeks time. I told him that was unacceptable how about if I just go down to a Shaw office and swap the box. We both thought that was the best solution. But, the tech forgot to put a note on the account. I went down to swap but they cannot swap without a note or supervisor over-ride. There were no supervisors around! I now have an appointment next Wednesday for tech visit. This is nutts. They rather roll a truck than a believe a customer.

The one thing that I like about shaw, for me anyways, is that they will do ANYTHING to keep a customer. I have business account and a home account. Got upgraded from a DCT5200 (or was it a 5000... cant remember) straight to a DCT6412 for free (for keeps since i purchased the 5200 (or 5000)).
But, I too have encountered the bandwidth limit problem too.
Shaw sent me an email that I went over my bandwidth, but since I was on extreme, you get 100GB a month combined, but since I switched back to regulard high speed, the limit is 60GB or something like that, and I hit 77GB. They kept saying that since I canceled extreme, i was instantly back onto the high speed, but since i paid the full price for that month, I would have extreme until the end of my billing cycle.
The CSR did NOT GET THAT.
I was on the phone for about 1 hour talking to this CSR, she would not send me upto the supervisor, because as this was her area of expertise.
I had to phone back, get a different CSR, and he finally understood, agreed with me, and posted a note about that on my account. I have gone over every month, nothing back yet.
Today, I was on the phone about my 6412, it has so many errors, yet the CSR said that EVERYTHING was my fault. He was blaming the ventilation, I have about 5 inches on the top, and 2 on each side with a well ventilated front and back. Then he goes on ranting about it has to be plugged directly into the wall, he said "bad power sources are the number 1 leading cause in all of our PVR cases."
I just laughed.
I kept on insisting to get a service call up here to get my box replaced, after about 45 minutes of him trying to get me to solve it, he finally sends me to his supervisor. The supervisor said, "in your area, there have been 10 out of 48 boxes returned, we believe we got a bad batch when yours was deployed."
He books me a priority service call for tommorow at 9am-11am. Fastest service call i have been ever booked for.

From my experience, it seems that all CSR's are complete jackass's, and the supervisor's are the only people who can actually be reasoned with.

But they are still better than bell, you don't even want to hear my stories...

I've been dealing with Shaw recently on behalf of my father. We're moving Dad into a retirement community and at age 78, he gets confused when dealing with different companies. Shaw's CSR's have been very understanding as we worked thorugh various options to transfer and make changes to Dad's account. I can't say enough about how the CSR's have treated us (I had a number of call backs). Bravo Shaw and thanks!

Today's call was the straw that broke the camel's back. I was really contemplating moving to Bell anyhow. My analog signal and standard digital signal is freaking horrible. Service reps have been out before and agreed that my picture is not normal. New amps and wiring have not solved anything. The HD picture has also greatly degraded recently. The simplified explanation "growth in my area, lack of bandwidth"

In the past I have experienced pretty darn good customer service. It was really the only thing keeping me with Shaw. I made a call today to see if Shaw would take a trade on my old digital box for a new 6000 series box.

The CSR must have been having a bad day because she told me in a really condecending tone "we CAN do a trade for your digital box for 100$ if you want. ( I thought it was 150$?....anyhow.) I was about to go for it when she pushed the easy pay option. I told her that I was not interested in financing because I would end up paying 504$ instead of the advertised 448$ from shaw or the 398$ from futureshop or soundsaround.

She says "it is NOT 504$, it is 448$"

So I respond, "how is that? 14$ per month for 36 months is 504$ PLUS the 29.95 admin fee in the fine print is a total of 533.95$.

She responds, "that is not right"

Me: How?
Her: It is 448$

Me: Okay. I am still not interested.

Her: is there anything else I can help you with?
Me: No, thankyou. I think I might just go with Bell instead.
Her: (in a rude tone again) FINE, have a good day.

*click*


So, Bell expressvu is coming to install this Tuesday. I understand that Bell's service is not exactly superb, but at least I will have 100% digital, BETTER picture, more of the channels that I like, with less that I dont. More HD, and a SLIGHTLY higher monthly cost than shaw WITH the equipment rental. Kinda seems like a no-brainer to me.

Your figures are not entirely accurate. And yes, I'm a CSR, so I deal with Easy Pay daily. The $14 a month comprises the DCT cost, GST, PST, and the $29.95. The total cost of the plan (not quoting exact figures) is about $530. The only thing you're paying above and beyond taxes is $29.95. Whereas just the $448 + 13% tax = $505 approximately. So, yes, the CSR you dealt with didn't have all the clues but I wanted to clear the air on that.

Later that day, I decided to purchase an HD PVR. Now, I'd just like to mention here that I had to pay $800 for the thing while new customers to Shaw get almost $300 off of that in incentives. I feel rather cheated that us old loyal customers are left out of good deals...but that complaint is for another time.

That's because you received your incentives when you first signed up. Yes, there should be a loyalty program, but to say you're cheated out of credits is false.

If all else fails, simply ask for a preview. It's the option to get the least resistance. It costs us nothing and it doesn't take a psychological toll when the CSR starts thinking what effects it will have on their supervisor's opinion.


As for your connection problem, it is because YES CBS is a piece of you know what. That CSR would have had to cancel your transfer to push the new work order for DCT activation through. We hesitate to do that in case you lose your appointment time slot. But if it's more than a week out, there shouldn't be any issues getting the same time frame.

I would just like to say how smart their tech support line is. I was having problems with speed a few days ago their tech stayed on the phone with me for 20 min. checking singal levels in the modem then they fixed it from there end now im getting 5 mbits again. I have always had great service with them. there techs are friendly and always help us out. One time they even came at 3am to help us with the phone. My Tv has not gone down once in 3 years. Thankyou Shaw for great service.

:p

I would just like to say a big thank you to Ian at Nanaimo Customer Center.

After two previous calls to Shaw and a call back that didn't happen, Ian took it upon himself to make sure our TV problem was fixed spending over 40 minutes with me on the phone trying to reactivate my 6412 after an earlier CSR had killed it.

He went way out his way, not risking sending us to a call back to make the box work, eventually finding and correcting the issue.
So once again Ian, Thank you

Craig

:p Well, I just got hooked up yesterday and all I can say is everything went perfect. I called in 2 weeks ago stating I wanted to try out the phone service as well as full cable & internet package. CSR I dealt with was very good, install guy was exactly on time at 2:00 as promised. Set up of everything took just under 2 hrs and not a problem with anything.
I love my new HD channels and the PVR is awesome.

Thanks Shaw for a job well done!

Shaw Winnipeg;

Digital Phone Tech Support: Ok - not great, but ok, because they have been very helpful when it came to answering questions and making sure that I was all connected and everything was working ok, they were almost great, but when it came to one issue I am having with *69 - I have called several times over months and just gave up after a while...and I think thats what they were hoping from day one - its not a really big problem, but one of those I have it so it should work problems.


Ok, what is the point of *69 if you already have Caller ID with your Shaw Phone. All *69 does is "The last number that called your line was...." You can find that out from one flick on the Call Display History on any Caller ID compatible phone. The only thing I could see *69 being useful besides those who don't have Caller ID, is does *69 tell you the phone number even if its listed private on the call display? If not is useless if you've got Caller ID

well for me i use it when im not on my call display phone and its use ful then. and not all phones can call back.