We have an older digi terminal that was unplugged for a while as we were doing renos. When I plugged it back in , none of the movie channels were authorized ( I do have this package)
50 mins on hold last night to get to a CSR.

I tell him the problem...he then mutters something and puts me on hold for another 20 mins.



Finally got it working, but my god, this kind of wait is completely unacceptable IMO/.

I had a simmilar wait for activating my PVR last Friday at least 50 mins and I gave up and called the local Shaw number and it took 20 minutes. I thought that they had the call back feature. It was during the evening so maybe they do not do that during that time.

DelsterX, you raise a great point.

I wonder why the call back feature is not available during evening hours. It seems the highest volume of calls must be between 5PM and 11PM on anygiven night.

Only geeks like myself and other DHC users ;) call in the middle of the night. As for the rest of us, most people work during the day and commute (8-6).

It's very annoying when you know they have the ability to do it, but just won't. I hate having to stand by the phone or on the phone forever.

As much as I appreciate Shaw's customer service and their courtesy, this aspect of it (waiting on the phone) shows absolutely no consideration for their subscribers' valuable time.

DelsterX, you raise a great point.

I wonder why the call back feature is not available during evening hours. It seems the highest volume of calls must be between 5PM and 11PM on anygiven night.

Only geeks like myself and other DHC users ;) call in the middle of the night. As for the rest of us, most people work during the day and commute (8-6).

It's very annoying when you know they have the ability to do it, but just won't. I hate having to stand by the phone or on the phone forever.

As much as I appreciate Shaw's customer service and their courtesy, this aspect of it (waiting on the phone) shows absolutely no consideration for their subscribers' valuable time.
Totally agree.

I've had this kind of issue in the past and this is a 2 min fix. OK, sometimes you need to wait to get to a CSR, but waiting 20 more mins for a simple thing like this suggesting gross understaffing at night. Then the guy I did get was breaking thru his nose REAL loud right into the phone and doing alot of mumbling. This was kinda funny.

Instead of investing money in to the hopes of Shaw Wireless they should invest in Customer Service (hireing more people) so they keep the customers they already have. My cable co (westman communications group) serves 80 000 people and when I call you wait for 5 minutes - no one picks up - call back feature - and they have to call before office closing (5:30) or $10 credit on your bill < that customer service

Instead of investing money in to the hopes of Shaw Wireless they should invest in Customer Service (hireing more people) so they keep the customers they already have.

It's not that they have a problem hiring people, the issue they have is with people quitting. The turnover rate for staff in those call centre positions is astronomical. Not many people really want to be at work at 11pm listening to customers who have television issues. Not for very long anyways.

Shaw has demonstrated complete and utter contempt for their customers. They want nothing to do with those who pay for service. They will direct you to CSRs that not associated with Shaw. It is an outsourced call center. The agents all quote from what is called knowledge center databases.

Shaw recently changed the channel lineup to add 3 movie channels. Earlier they swapped channels for much music and hgtv. They gave no warning or advance notice just like they give no advance warning or clearly show on invoices about rate hikes.

Their ads are insulting and lacking in facts. Thanks to the crtc allowing them to insert ads whenever feel like it have no choice but get sick to my stomach every time I see one of those ads.

Because they didn't give any advance warning when first introduced a channel, omni, and m channel I am boycotting every basic channel.

Join with me in a collective boooooo booooooo for shaw.

I dont see what your so mad about they gave perfectly good notice on your bill for price increase, and they had commercials everywhere saying they are getting these new channels.

Not on my bill did they provide any explanation for price increases. Don't even show the monthly rates and breakdowns of charges. Shaw explanation is that they don't have to. They are suppose to send a separate notice with an explanation about an increase before the adjusted invoice.

The ads about the new movie channels didn't say were replacing channels. One day cnbc and golf channel were present and the next weren't. There was no mention about tcm on 46.

Same thing back when a channel, omni, and m channel were introduced. One day they just appeared. Again shaw explanation is that they don't have to. Also suppose to send a separate notice warning about a change in the channel lineup.

The outsourced call center agents are rude along with being incompetent.

The name shaw twists my stomach into knots. Whenever I hear the name as well. Shaw is an evil and corrupt corporation that has paid off the CRTC to look the other way. Rogers does the same thing.

I thought that they were going to slash the $3.00 price for Encore Avenue since EA2 was on analog because on my last bill it still shows the charge for movies 3 with the price of $3.00, perhaps I heard wrong but my impression was that the price slash was to go into effect September 1st otherwise I would have cancelled that package since I could watch EA2 on ch 32 as part of my full cable line-up.

That is my point you will never know what channels you are actually paying for. Don't know if there was an increase to add new channels.

The only reason Shaw introduced bundling so they can hide charge rates and increases.

I worked briefly for a call center and got out as soon as possible. So I speak from first hand experience for how agents are instructed to handle callers. When I was told to rush callers through a problem and say nothing but party line bs I quit.

I had a good one last night.

Yesterday morning I called Shaw and ordered the full Flames PPV package (13 games). So I sit down to watch the Flames v. Senators last night and when I switch to the channel (Channel 375 here) about 10 minutes before the game, the message on the screen says "Free Preview"...I figure that they might show the first few minutes, before the actual game starts, as a free preview. Anyways, about 5 minutes into the game, it cuts out and says that I need to order it...I try to phone Shaw, but the lines are busy...I keep calling for about 10 minutes but I keep getting a busy signal. So I decide to just 're-purchase' the game through my STB and call Shaw later to make sure I don't get double billed. I finally get through about 1/2 hour later and sure enough they had experienced a problem and the CSR put a note on my account to ensure that I don't get billed...I'll keep an eye out for that.

So later in the evening I switch over for a minute to watch some of the MLB playoffs, and the box locks up...I have to reboot, twice to get it to work again, and don't I miss the only goal of the game :rolleyes:

Anyone who orders anything on ppv needs to pay attention to their bill. Look for any hidden charges that won't be obvious.

If shaw was offering a free ppv viewing of a game why didn't just display message that won't be charge for this game. Why cut off the program in the middle. Not logical and demonstrates shaw stupidity.

I have heard other such horrors about ppv. So someone goes to order a show and have to wait to receive. By the time get to watch the program or game is half over.

Always "remind" the person on the other end their being recorded for quality and they will go the extra mile. I called after once to complain about a service that wasn't handled effient, they pulled up the call and I got 2 months free Cable/Internet, " to keep my account".

Right now it was bad regarding my recent email problem.

At first it was good. The guy responded quickly but the last 3 emails have not been replyed too. The first one was from the 3rd and the last one which also had a High Priority in the email and Return Receipt on the 16th, both from this month and still nothing.

I also did not get a replay to my Canadian TimeShift question from late September.

Well as for reminding the csr that calls being recorded won't always work.

Because I have worked for a call center I can tell you that not all calls will be listened to and the recordings won't be saved indefinitely.

As for email help call centers don't handle properly. All the csrs will do is copy and paste a response from the knowledge center database and send it to the customer. The agent won't read and understand the problem. Only read to see what response to paste into an email. Along with shaw, aol does it all the time.

Shaw wants nothing to do with their customers. They don't want any kind of relationship other than us giving them money. Shaw - its employees, contractors, executives - all greedy arrogant people with no sense of integrity and ethical behavior.

Shaw wants nothing to do with their customers. They don't want any kind of relationship other than us giving them money. Shaw - its employees, contractors, executives - all greedy arrogant people with no sense of integrity and ethical behavior.

I've had my fair share of issues with Shaw so I don't want this to sound like I am defending them, but it seems like you have absolutely nothing to say about Shaw that you haven't stated over and over...it seems to me like you have a personal vendetta against them. Every single one of your posts is about how much you hate either Shaw or the CRTC.

If you are so Anti-Shaw, why don't you get your service from someone else???

If I could switch I would. That is another part of the problem with not only shaw but the crtc. I didn't ask to switch from rogers to shaw. crtc doesn't allow other cable companies to operate within either shaw or rogers territory.

I asked the crtc about this and they claim other cable companies can set up. However shaw, rogers, and crtc make it as difficult as possible and forces anyone else to go away.

Because of the way shaw has treated me, they are now public enemy no 1. It is war and I won't rest until they are gone. I will use every opportunity to embarrass and show shaw for the corrupt organization that they are.

Hearing others having problems fuel me further

Originally this was an "Activating a non-Shaw STB" issue, but now it's a customer service issue. In short, I bought a DCT6412/2005 on eBay. It arrived last Thursday. I brought it home, hooked it up, and did the factory reboot to download the latest Shaw firmware. I then called Shaw to have them add the box to their inventory. I've read other peoples' experiences on here and knew it could take up to 24 hours.

It went smoothly at that point, and although the CSR asked me where I got the box she didn't seem to take issue with it. She said she'd send the email to the warehouse and it would probably be added the next day (Friday). I left the box connected and plugged in while I was at work. Came home to find that it hadn't been activated. Called on Saturday morning and a different CSR told me that the email had been sent, but the warehouse hadn't acted on it yet. They don't work on the weekends, apparently, so I was told it would be done "for sure" on Monday.

Came home from work on Monday - nope. Phoned in and was told that the warehouse hadn't added it yet and they didn't know why. CSR said he'd send an email to the original CSR getting her to follow-up. Was also told that the warehouse works from 9-5 so that is best time to call. So today (Tuesday) I call and talk to a CSR who says he will send an "escalated" email to the warehouse and it should be added today. Get home from work - nope. Call in again, and a CSR tells me "it can take up to a day, especially after a weekend". I politely tell him that it should have been done Friday - BEFORE the fracking weekend, and that I'd been told twice it would be done "for sure" on a given day. He said he'd send another message along, but there was nothing else he could do. I could practically see the shrug over the phone.

Is this a case of Shaw shuffling the adding of "outside" boxes to the bottom of their to do list? Are there supervisors available after 7:30 (after the kids are in bed and I can call in)? I'm thinking that this inconvenience is worth some goodies in my bundle, even though all Shaw is getting from me is an extra $1.99 per month.

I am not surprised. Let me tell you this. When I worked in a call center I was only suppose to say "I have forwarded your request to appropriate department" What I wanted to say as well was "call back frequently to ensure the request got through". However 2 problems. First I was ordered not to say that. Second the call center not being associated with who are taking calls for has no way of knowing if the request has been acted upon. Only if the request was read. The software that I used to enter callers' requests and orders into was very limited. CAP is the standard software that call centers use.

I am blowing the whistle on all the little things that csrs do and what capable of doing and what not capable of knowing.