Star Choice Customer Service - Good & Bad - Post Comments Here - Page 42 - Canadian TV, Computing and Home Theatre Forums

rob1 · 2011-10-21, 12:40 PM

Quote:

Originally Posted by Leafs13

She don't come around here no more...

Last activity 2011-10-12

leaffanatic · 2011-10-21, 04:51 PM

I'm thinking on dropping my cogeco service for *C, tired of the service I get with Cogeco.

ShawDirect_Jess · 2011-10-26, 05:32 PM

Quote:

She don't come around here no more...

I'm still here and I am definitely listening to your feedback. All of you do a good job of answering each others questions. The wait times are definitely higher than normal and perhaps some agents could cut down the small talk when we are so busy. It is something that we are used to doing with our customers, especially if we are working on a longer order but I will certainly pass that along.

Jessica - Shaw Direct Employee

JCM · 2011-10-26, 06:18 PM

Please consider activating the external hard drive ports (one of them) so a 650 can be used as a limited PVR (like Bell has been doing for 3 years).

QCK · 2011-10-26, 08:00 PM

Quote:

Originally Posted by ShawDirect_Jess

I'm still here and I am definitely listening to your feedback. All of you do a good job of answering each others questions. The wait times are definitely higher than normal and perhaps some agents could cut down the small talk when we are so busy. It is something that we are used to doing with our customers, especially if we are working on a longer order but I will certainly pass that along.

Jessica - Shaw Direct Employee

Please let them know that email responses are now normally 2 days. It used to be within a few hours. Things have definately changed staffing wise at SD and thier customer service response time. It is nice to see a post from you, it has been way too long.

ShawDirect_Jess · 2011-10-27, 04:06 PM

We have been very busy, more than normal. We have hired about 200 agents to handle call volumes but there have been a lot of changes recently, which have been driving more calls. Email responses are supposed to be within 3 business days and we have been trying really hard to keep it within that. I certainly understand the frustration of waiting on hold or waiting for a response via email.

Jessica - Shaw Direct Employee

Cinoche · 2011-10-29, 03:38 AM

Dear Jessica,

It's been years SD is claiming now and then they had hired (insert a number in the hundreds) to answer customers request. Still, it doesn't seem to fix anything. Several employees a leaving because they can't handle the enormous pressure bosses are putting on them and they feel theirs jobs are worthless.

Instead of paying millions of dollars a year for forming new employees who are going to either give bad customer services because of their inexperience and/or leave within months, why don't you invest to improve the working condition of existing CSR/TSR? And I'm not talking about paycheques: I'm talking about actual, working condition? You probably know more than anybody else that after eight hours of dealing with disgruntled customers and complex issues, you're mentally and physically drained. Keeping the working condition as they are will let you with two kinds of agent: a bunch of Superman... but, mostly, several agents going nuts.

Heisenberg · 2011-10-29, 08:46 AM

Can anyone tell me if Shaw Direct offers Sun TV News in High Def? It says Hi Def on the Sun Tv news web site however it doesn't say it anywhere on the Shaw Direct web site.

GaryE · 2011-10-29, 10:22 AM

It's a typo by Sun News. It's only available in standard definition on channel 149 in the advanced channel lineup or channel 517 in the classic lineup.

Ralph2 · 2011-11-01, 05:58 PM

What the heck is happening to customer service.. they "used" to have a call back system which at least made a 70+ minute somewhat bearable. Now all you get is a "we are experiencing higher than normal call volume" At some point higher than normal.. is the normal.. high.
And if it so high.. that means lots of customers are unhappy.. things are not working.. is this company in trouble??

abbydarren · 2011-11-01, 06:52 PM

I just used the call back feature twice this past weekend, first one was over an hour and the second one was over two hours, didn't mind either, it is a great feature, not sure why it wasn't there for you?

StaninSMA · 2011-11-02, 12:42 AM

Just got a 630 to replace an old 505. 2 coax feeds were in, called to activate, was told it would be a 30 to 40 minute wait, but an agent answered in less than 1 minute ! Great experience, up and running in 10 minutes or so. Thanks Shaw.

greatger · 2011-11-02, 02:22 PM

Personally I'm getting tired of getting a bill increase of $2.00 every month and sometimes its pro-rated....whatever thats for, I haven't changed my subscription in years.....only thing I can figure is the cost of certain packages might go up. But i'm not waiting on the phone for hours to figure it out.

ShawDirect_Jess · 2011-11-03, 05:00 PM

Quote:

Dear Jessica,

It's been years SD is claiming now and then they had hired (insert a number in the hundreds) to answer customers request. Still, it doesn't seem to fix anything. Several employees a leaving because they can't handle the enormous pressure bosses are putting on them and they feel theirs jobs are worthless.

Instead of paying millions of dollars a year for forming new employees who are going to either give bad customer services because of their inexperience and/or leave within months, why don't you invest to improve the working condition of existing CSR/TSR? And I'm not talking about paycheques: I'm talking about actual, working condition? You probably know more than anybody else that after eight hours of dealing with disgruntled customers and complex issues, you're mentally and physically drained. Keeping the working condition as they are will let you with two kinds of agent: a bunch of Superman... but, mostly, several agents going nuts.

I can certainly appreciate your feedback. It has been a little tough recently with call volumes. I can say that we are not losing all of our agents for these reasons. Like any company, some employees move on to other roles, myself included, while others just need to move on. I will definitely forward your comments to the appropriate team.

Jessica - Shaw Direct Employee

greatger · 2011-11-04, 07:51 AM

Can someone tell me what the constant price increase is for. At this rate SD is gonig to price themself out of business.

2011-10-29, 03:38 AM	#622
Cinoche Join Date: Sep 2007 Location: Montréal Posts: 114	Dear Jessica, It's been years SD is claiming now and then they had hired (insert a number in the hundreds) to answer customers request. Still, it doesn't seem to fix anything. Several employees a leaving because they can't handle the enormous pressure bosses are putting on them and they feel theirs jobs are worthless. Instead of paying millions of dollars a year for forming new employees who are going to either give bad customer services because of their inexperience and/or leave within months, why don't you invest to improve the working condition of existing CSR/TSR? And I'm not talking about paycheques: I'm talking about actual, working condition? You probably know more than anybody else that after eight hours of dealing with disgruntled customers and complex issues, you're mentally and physically drained. Keeping the working condition as they are will let you with two kinds of agent: a bunch of Superman... but, mostly, several agents going nuts. __________________ Mon TVFool — Dynex DX-19L200A12, antenne UHF maison

2011-10-29, 10:22 AM	#624
GaryE Join Date: Nov 2003 Location: OTTAWA Posts: 1,426	It's a typo by Sun News. It's only available in standard definition on channel 149 in the advanced channel lineup or channel 517 in the classic lineup. __________________ ~Gary Shaw Direct 630 HD/PVR \| WD My Book AV eHDD \| Sharp Aquos 46" 120Hz LCD TV \| Watch me LIVE!

2011-11-02, 12:42 AM	#627
StaninSMA Rookie Join Date: Aug 2011 Posts: 2	Great service Just got a 630 to replace an old 505. 2 coax feeds were in, called to activate, was told it would be a 30 to 40 minute wait, but an agent answered in less than 1 minute ! Great experience, up and running in 10 minutes or so. Thanks Shaw.

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2011-10-21, 04:51 PM	#617
leaffanatic Rookie Join Date: Sep 2010 Location: Kingston Ont Posts: 15	I'm thinking on dropping my cogeco service for *C, tired of the service I get with Cogeco.

2011-10-26, 06:18 PM	#619
JCM Join Date: Nov 2006 Posts: 147	Please consider activating the external hard drive ports (one of them) so a 650 can be used as a limited PVR (like Bell has been doing for 3 years).

2011-10-27, 04:06 PM	#621
ShawDirect_Jess Join Date: Oct 2010 Location: Calgary, Alberta Posts: 59	We have been very busy, more than normal. We have hired about 200 agents to handle call volumes but there have been a lot of changes recently, which have been driving more calls. Email responses are supposed to be within 3 business days and we have been trying really hard to keep it within that. I certainly understand the frustration of waiting on hold or waiting for a response via email. Jessica - Shaw Direct Employee

2011-10-29, 08:46 AM	#623
Heisenberg Join Date: Oct 2011 Posts: 35	Can anyone tell me if Shaw Direct offers Sun TV News in High Def? It says Hi Def on the Sun Tv news web site however it doesn't say it anywhere on the Shaw Direct web site.

2011-11-01, 05:58 PM	#625
Ralph2 Join Date: Nov 2010 Location: Edmonton Posts: 76	What the heck is happening to customer service.. they "used" to have a call back system which at least made a 70+ minute somewhat bearable. Now all you get is a "we are experiencing higher than normal call volume" At some point higher than normal.. is the normal.. high. And if it so high.. that means lots of customers are unhappy.. things are not working.. is this company in trouble??

2011-11-01, 06:52 PM	#626
abbydarren Join Date: May 2010 Posts: 57	I just used the call back feature twice this past weekend, first one was over an hour and the second one was over two hours, didn't mind either, it is a great feature, not sure why it wasn't there for you?

2011-11-02, 02:22 PM	#628
greatger Join Date: Feb 2008 Location: North Bay, Ontario Posts: 47	Personally I'm getting tired of getting a bill increase of $2.00 every month and sometimes its pro-rated....whatever thats for, I haven't changed my subscription in years.....only thing I can figure is the cost of certain packages might go up. But i'm not waiting on the phone for hours to figure it out.

2011-11-04, 07:51 AM	#630
greatger Join Date: Feb 2008 Location: North Bay, Ontario Posts: 47	Can someone tell me what the constant price increase is for. At this rate SD is gonig to price themself out of business.