Here is My Recent Response From SD
In January, I threatened to switch to Bell as they have in my opinion, the best HDPVR currently in the Canadian Market.
To entice me to stay, they promoted the upcoming "Upgrades" including recording 2 channels at one time and the 14 day guide listing. In January, I was told that it was in its final stage of testing and was scheduled for release next quarter. They gave me programming credits so that the price paid for the new HDPVR matched Bell's new customer pricing. They also threw in the "new customer" program pricing mentioned on other threads on this site. Based on all of that, I decided to stay.
I recently contacted them to find out when this was happening... here is my communication. I gave them my cell which I either have on or call forwarded to my house when it is turned off. They say they tried to contact me several times but failed...They are out right lying. These people like to avoid direct questions as noted below! It is a long post but details the whole process I went through: (I copied it from my email and did some basic editing to remove personal info but the messages are unedited)
From: Shaw Direct - Contact Us <contactus@shawdirect.ca>
Subject: RE: Contact Us Online - Hardware
Date: Wed, 28 Jul 2010 13:48:26 -0600
Thank you for your reply. We will be unable to provide further
information regarding the HDPVR630. We are aware that we will be
releasing the receiver soon with no confirmed price or further
information. We will not be able to provide a complimentary receiver for
the HDPVR630.
We would kindly request to contact us at a later date when we will be
able to provide further information regarding the receiver. At this time
we may be able to review your account and offer the receiver with a
discounted rate. As stated in previous correspondence we do not have
pricing or release dates available.
We understand the frustration when you purchase new equipment and at a
later date something newer is available. We do appreciate your business
and value you as a customer.
Should you have any further questions or concerns, please feel free to
contact us. Please include any previous correspondence with your
replies.
Thank you for choosing Shaw Direct,
Jennifer
Business Support, Contact us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827 (24/7/365) / Fax: 1-800-872-8219
ACCOUNTABLE BALANCE CUSTOMER FOCUSED INTEGRITY LOYALTY
POSITIVE, CAN DO ATTITUDE TEAM PLAYER
***
Sent: Monday, July 26, 2010 7:39 PM
To: Shaw Direct - Contact Us
Subject: Re: Contact Us Online - Hardware
I asked some important question in my previous email that were not
completely answered. Please respond directly to the question as
highlighted in red text.
Are there plans to release a new model that will function as advertised
to
me? If so, am I entitled to a complimentary update?
***
Shaw Direct - Contact Us wrote:
We appreciate you taking the time to get back us.
We understand you being very upset with us regarding the HDPVR530. As
stated earlier in our e-mail, we apologize for the premature information
that was released. The 530 software will not be updated as after
extensive development and testing efforts, the HDPVR530 was deemed to be
incompatible with this new software.
Please watch for our HDPVR630 to be released in the near future.
Should you have any further questions or concerns, please do not
hesitate to contact us. Please also include all previous e-mails with
your replies.
Thank you for choosing Shaw Direct.
Debbie
Business Support - Contact Us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827 Fax: 1-800-872-8219
ACCOUNTABLE BALANCE CUSTOMER FOCUSED INTEGRITY LOYALTY
POSITIVE, CAN DO ATTITUDE TEAM PLAYER
***
-----Original Message-----
Sent: Saturday, July 24, 2010 12:24 PM
To: Shaw Direct - Contact Us
Subject: RE: Contact Us Online - Hardware
Thank you for your reply.
I wish to discuss your response in more detail.
Firstly, I would like to address the "difficulty" in getting a hold of
me.
I have given you my cell phone which I am available under almost all
circumstances 24/7; if I turn my cell off, it is forwarded to my house.
If
I miss a call, I return the call according to call display. I can assure
you that I have checked my missed call list and I have not missed your
call. I sincerely have to question the effort that was placed on this
aspect.
Secondly, prior to making my purchase of the HDPVR, I was given
information
that greatly influenced my decision to stay with Shaw. I was already
planning to proceed ahead and switch providers. That information was
addressed in my first email. Now I am being told that the equipment I
purchased is not capable of performing as described to me.
Are there plans to release a new model that will function as advertised
to
me? If so, am I entitled to a complimentary update?
If there are no plans to offer this product in the immediate future,
what
compensation will be offered to me for receiving false and misleading
information from Shaw?
***
Original Message:
-----------------
From: Shaw Direct - Contact Us
contactus@shawdirect.ca
Date: Sat, 24 Jul 2010 12:00:56 -0600
Subject: RE: Contact Us Online - Hardware
Good Afternoon,
Thank you for taking the time to reply to us.
As we are having trouble getting a hold of you over the phone, we can
update you through this venue.
We've been working diligently to bring the software upgrade to our
current HDPVR receiver but ultimately we have been unable to make the
software perform to the standard that our customers expect and deserve.
After extensive development and testing efforts, the current HDPVR was
deemed to be incompatible with this new software.
We apologize for the premature information that was released. In light
of this situation and the dynamic nature of our industry and the
unpredictability associated with software and hardware development,
we've adopted a guideline to take a much more conservative approach when
it comes to discussing future releases. However, we want to assure you
that we are dedicated to improving and providing the most reliable
products and services and once we are confident that any information
regarding new software and hardware is final and will not change, we
will communicate this with our customers.
Should you have any further questions or concerns, please feel free to
contact us. Please include any previous correspondence with your
replies.
Thank you for choosing Shaw Direct and have a good day!
Alice
Business Support, Contact Us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827/ Fax: 1-800-872-8219
ACCOUNTABLE BALANCE CUSTOMER FOCUSED INTEGRITY LOYALTY
POSITIVE, CAN DO ATTITUDE TEAM PLAYER
***
Sent: Thursday, July 22, 2010 2:56 PM
To: Shaw Direct - Contact Us
Subject: Re: Contact Us Online - Hardware
It is very unusual to not get me by cell phone (705) ###-###. That is
always the best number.
Shaw Direct - Contact Us wrote:
Hello,
Thank you for your reply. We can certainly assist you with your inquiry.
We have attempted to reach you by the number provided with no success.
If you could please leave a good time of day we may reach you and we
would be pleased to attempt to reach you again. We do hope to assist you
soon. Thank you for your patience.
Should you have any further questions or concerns, please feel free to
contact us. Please include any previous correspondence with your
replies.
Thank you for choosing Shaw Direct,
Jennifer
Business Support, Contact us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827 (24/7/365) / Fax: 1-800-872-8219
ACCOUNTABLE BALANCE CUSTOMER FOCUSED INTEGRITY LOYALTY
POSITIVE, CAN DO ATTITUDE TEAM PLAYER
***
Sent: Saturday, July 10, 2010 6:21 AM
To: Shaw Direct - Contact Us
Subject: Re: Contact Us Online - Hardware
Cell phone is always best at (705) ###-###
Shaw Direct - Contact Us wrote:
Hello,
Thank you for taking the time to contact us. We can certainly assist you
with your inquiry. We have attempted to contact you by phone with no
success. We are sorry we missed you.
Could you please leave a good day and contact time that we may reach
you. We would like to call you to discuss your account and provide you
with some information regarding your inquiry. Thank you for your
patience we look forward to assisting you.
Should you have any further questions or concerns, please feel free to
contact us. Please include any previous correspondence with your
replies.
Thank you for choosing Shaw Direct,
Jennifer
Business Support, Contact us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827 (24/7/365) / Fax: 1-800-872-8219
***
Sent: Thursday, July 08, 2010 5:07 PM
To: Shaw Direct - Contact Us
Subject: Contact Us Online - Hardware
Back in January when we were looking to switch to another provider in
order to get a better deal on a PVR. Your customer service department
made us an offer and we decided to stay. During this conversation, we
were told that upgrades to the receiver were in the testing stage and
would be released in the first quarter of the year. The upgrades would
allow us to record 2 shows at once and allow us to view the TV guide 14
days in advance. We are now approaching 2 second quarter and we have not
seen any changes. What is the status on this upgrade?