Shaw Customer Service - good and bad - post comments here

[Eric T. Duckman]

I've had a series of problems w/ my 6208 similar to all the others in the "Another 6208 bites the dust" thread. When I first called in Shaw had me attempt a reboot of the unit, this didn't work so an appointment w/ a tech was scheduled. The tech attempted to fix the unit but was unsuccessful & said we should take the unit back to where it was purchased. A trip to A&B Sound and I discover that A&B no longer sells Shaw units, the manager hasn't a clue what to do but provides me w/ a name & number to call during business hours. At this point I'm wary of the entire situation & send an e-mail to Shaw Help explaining my situation. In the e-mail I make note of the fact A&B no longer sells the product which is why I was taken aback by the responce from Shaw.

"Thank you for your email.

We would recommend that you consider going up the ladder at A&B Sound and speak with a store manager or even higher. All stores that sell electronics will likely stand behind their equipment. The DCT6208 is no longer a stocked terminal, but perhaps they will have a few refurbished terminals or perhaps they will cut you a deal on a new model."

I may have not been an English major but the use of "will likely stand behind" doesn't inspire confidence, nor does the idea that A&B may cut me a deal on a new model, especially considering the new model would by definition have to BEV or some other satillite service sold by A&B. Overall it was a very poor CS exp. and I'm dreading the day when my replacement 6208 (A&B Sound came through for me) crashes & I'm forced to repeat this w/ another Shaw CSR.

Eric Duckman

[Beth]

my digital cable works but for some reason I am only getting sound on certain channels, most of them do not have any sound, but good picture everything seems be working except the sound, but not on every channel! Does anyone know a 24 hour tech support number, or an idea, I could really use a hand PLEASE.

[Beth]

Originally Posted by Beth

my digital cable works but for some reason I am only getting sound on certain channels, most of them do not have any sound, but good picture everything seems be working except the sound, but not on every channel! Does anyone know a 24 hour tech support number, or an idea, I could really use a hand PLEASE. help me somebody

------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------.

[shawguy]

depends what area you live in but a standard number is 1-888-472-2222

Shawguy

[BenS]

I just moved to Chilliwack - tried to get Bell (I was a Cogeco Cable HDTV guy in Ontario) here due to the HD channels but LOS problems. My only choice was Shaw so - I had a Motorla 6208 with PVR from Ontario I bought plus a DCT 2224. The first time I called (before I tried Bell) Shaw indicated I couldn't use either because they used different "chips" out here. So went to Bell, that didn't work. Back to Shaw, talked to another rep they said sure they will work so I proceeded. I worked a week with 3 different CS reps and they all worked hard to get my boxes working (in the middle of it all one guy said they could never get it working but I wouldn't take that answer again )- which they accomplished. So I didn't need to re-invest, I don't have the HD selection I would like but better than nothing. They indicated they haven't had many chances to re-register boxes from other places but I am glad I persisted.

[caldigital]

Didn't want to start a new thread for our usual HD CSR complaint emails/responses so FYI I will add my lates:

My email:
I would like to register a complaint about your organizations inability to provide HD services in a timely manner. First you add Fox HD the week after the NASCAR season ends on Fox, and now you still don't offer TSN HD when they are broadcasting a Calgary game in HD as well as 20 other CFL HD games this season. Not to be sarcastic but I'm sure you will add TSN HD on November 5th a day after their CFL HD schedule is over for the year.

The response:
Thank you for your email.

We are currently working on several negotiations for more HD content to be available very soon. We expect to obtain 2 to 5 contracts which will bring to HDTV customers 2 to 5 additional HDTV stations. We currently do not have a time line as to when these will be available, since we are still undergoing these negotiations. From what we have been hearing these stations will be available very soon and they will be an awesome addition to our existing HDTV stations. If you wish to check on the status on changes upcoming in Shaw services, please feel free to visit the following site: http://shaw.ca. Sportsnet is already being broadcasted in HDTV format here at Shaw.

As for the TSN HDTV content, there is very little that is actually broadcasted in HDTV format. We have chosen not to dedicate an HD station for this network at this time. If you are interested to learn exactly what is broadcasted in HDTV format, please feel free to visit the following TSN website: http://tsn.ca/hd/tv_schedule.asp?sport=HD.

Please feel free to contact us, the local phone number for technical support can be found at http://support.shaw.ca/contacts.htm or visit our Customer Support Site at http://support.shaw.ca/.

Thank you for choosing Shaw.

[rkh]

I just have to shrug my shoulders and laugh....

What I ask the CSR to do:

1) Cancel all my Cable TV services.
2) Buy out my rented cable modem

What I should be left with

1) High Speed Internet (no bundle discount)

CSR says 'Done' someone will be out in a few days to cut off the
basic cable channels at your house.

What happens:
1) My High Speed Internet gets cut off.
2) (Don't know what happened to cable TV as I have already switched
everything to BEV)

I call Internet Tech Support...they confer with CSR/Billing or whoever
and straighten everything out. My HS Internet comes back on.

Later that night.......
I find note on my door that the Shaw Cable guy was there to do a
HS Internet new customer install and I wasn't home.

The next day.....
My HS Internet gets cut off again. I call Internet Tech Support....they
conference everyone again. My HS Internet comes back on again.

No one is really sure what happened.
I take a look at my billing activity on-line to see if I can make sense of it.

<--- stages of bewilderment to capitulation

Have a laugh and check this out......
(the last number on each line is cumulative total)
(number followed by minus sign is refund)

Dear Sir / Madam:

For: Service At xxxxxxxxxxxxxxxxxxxxxx

In response to your request for a statement of account, the analysis below
represents the status of your account as on the above date. Should you have
any further inquiries regarding this analysis, please contact our Customer
Service Representative who will be pleased to answer any additional questions
you may have. Office hours Monday to Sunday 7:30 am-10:00 pm. Phone 716-6000.



DATE CODE DESCRIPTION AMOUNT BALANCE

OPENING BALANCE ----- $0.00
24-Jul-05 050-001 Billing-Basic Cable Service 24.00 $24.00
24-Jul-05 050-251 Billing-Tier 1 13.95 $37.95
24-Jul-05 050-252 Billing-Tier 2 4.00 $41.95
24-Jul-05 050-253 Billing-Tier 3 5.00 $46.95
24-Jul-05 050-587 Billing-Digital Features Fee 1.99 $48.94
24-Jul-05 050-830 Billing-High-Speed Internet 42.95 $91.89
24-Jul-05 050-836 Billing-Additional IP Address 9.95 $101.84
24-Jul-05 050-884 Billing-Premiere Home Bundle 19.89- $81.95
24-Jul-05 050-780 Billing-Superstations 2.00 $83.95
24-Jul-05 050-970 Billing-G.S.T. 5.88 $89.83
13-Jul-05 005-001 Change In Service-Basic Cable 8.68- $81.15
13-Jul-05 005-251 Change In Service-Tier 1 5.04- $76.11
13-Jul-05 005-252 Change In Service-Tier 2 1.45- $74.66
13-Jul-05 005-253 Change In Service-Tier 3 1.81- $72.85
13-Jul-05 005-587 Change In Service-Digital Feat 0.72- $72.13
13-Jul-05 005-830 Change In Service-High-Speed I 15.53- $56.60
13-Jul-05 005-836 Change In Service-Additional I 3.60- $53.00
13-Jul-05 005-884 Change In Service-Premiere Hom 7.19 $60.19
13-Jul-05 005-780 Change In Service-Superstation 0.72- $59.47
13-Jul-05 005-001 Change In Service-Basic Cable 8.68 $68.15
13-Jul-05 005-894 Change In Service-Temporary Em 0.71 $68.86


CONTINUED ON FOLLOWING PAGE ........


STATEMENT OF ACCOUNT
AS AT: 15-Jul-05


CONTINUED ...


13-Jul-05 005-970 Change In Service-G.S.T. 1.47- $67.39
24-Jul-05 005-001 Change In Service-Basic Cable 24.00- $43.39
24-Jul-05 005-251 Change In Service-Tier 1 13.95- $29.44
24-Jul-05 005-252 Change In Service-Tier 2 4.00- $25.44
24-Jul-05 005-253 Change In Service-Tier 3 5.00- $20.44
24-Jul-05 005-587 Change In Service-Digital Feat 1.99- $18.45
24-Jul-05 005-830 Change In Service-High-Speed I 42.95- $24.50-
24-Jul-05 005-836 Change In Service-Additional I 9.95- $34.45-
24-Jul-05 005-884 Change In Service-Premiere Hom 19.89 $14.56-
24-Jul-05 005-780 Change In Service-Superstation 2.00- $16.56-
24-Jul-05 005-001 Change In Service-Basic Cable 24.00 $7.44
24-Jul-05 005-894 Change In Service-Temporary Em 1.95 $9.39
24-Jul-05 005-970 Change In Service-G.S.T. 4.06- $5.33
15-Jul-05 013-385 Transaction Fee 29.95 $35.28
15-Jul-05 004-894 Change In Service-Temporary Em 0.58- $34.70
15-Jul-05 004-385 Change In Service-Purchased Mo 1.48- $33.22
15-Jul-05 004-830 Change In Service-High-Speed I 12.71 $45.93
15-Jul-05 004-970 Change In Service-G.S.T. 2.84 $48.77
24-Jul-05 004-894 Change In Service-Temporary Em 1.95- $46.82
24-Jul-05 004-385 Change In Service-Purchased Mo 5.00- $41.82
24-Jul-05 004-830 Change In Service-High-Speed I 42.95 $84.77
24-Jul-05 004-970 Change In Service-G.S.T. 2.52 $87.29
15-Jul-05 005-001 Change In Service-Basic Cable 7.10- $80.19
15-Jul-05 005-385 Change In Service-Purchased Mo 1.48 $81.67
15-Jul-05 005-830 Change In Service-High-Speed I 12.71- $68.96
15-Jul-05 005-385 Change In Service-Purchased Mo 1.48- $67.48
15-Jul-05 005-830 Change In Service-High-Speed I 12.71 $80.19
15-Jul-05 005-970 Change In Service-G.S.T. 0.50- $79.69
24-Jul-05 005-001 Change In Service-Basic Cable 24.00- $55.69
24-Jul-05 005-385 Change In Service-Purchased Mo 5.00 $60.69
24-Jul-05 005-830 Change In Service-High-Speed I 42.95- $17.74
24-Jul-05 005-385 Change In Service-Purchased Mo 5.00- $12.74
24-Jul-05 005-830 Change In Service-High-Speed I 42.95 $55.69
24-Jul-05 005-970 Change In Service-G.S.T. 1.68- $54.01
15-Jul-05 BALANCE ----- $54.01


Yours Truly,
Shaw Cable




Internet Self Service
Customer Service Representative

2400 - 32nd Avenue N.E. CALGARY, ALBERTA T2E 9A7 716-6000

[dishrag]

Just bought a digital cable terminal it took three tries to have it activared and more than 2 hours on the phone.Customer service reps were poor at best. I asked the last person there last name and was told " I am not allowed to give out that info"ya right just do not want a complaint against them for poor service. I bell did not want a signed contract I would tell shaw to bite me, I alrady did with internet.

[aj55]

Ok i need some advice here. I have been with Shaw for a couple months now and really need satellite. problem is that is not an option at this point in time. new Condo, first floor patio, strata wont allow it, hard to run cable into the building as going thru a window would not work, they wont install unless i get permission by strata yadayadayada.......with nfl around the corner i need to get the HD box or even the digital box for now so i can order the sunday ticket. Okay my question is what can i get from shaw if i threaten to cancel. are they willing to do anything to keep a customer or will they let me walk. any advice or suggestion are welcome. i would also conside buying a digital box or the hd box if anyone is selling. already posted in forum but no responses. TIA.

[Richard Travale]

I'm not clear on what you are wanting here. Are you just asking what you think Shaw will give you if you threaten to leave?

[nin-ja]

recently activated a 6412 with shaw in calgary that was bought from ebay. Based on some of the information in these forums I was expecting to have to battle with them to get this thing on their system. To my surprise, they were all super nice during the three days it took them to activate it. The only delay was actually getting through to someone in their warehouse department. Other than that, they were all helpful, didn't hassle me that the box was from the states, and even directed me to one of their retail centre's to pick up free component cables since my unit did not come with any. I've had words with shaw in the past, but this experience was very positive.

[DTI]

This should some up my opinion


Whats the difference between SHAW and a THIEF





answer ( a business license )

[silverstar]

Had a very good experience this morning. My 6208 died a couple days ago, tech guy came this morning and did a straight replacement, took all of 5 min. Thumbs up from me so far!

[Icemann]

Just bought my second 6412 yesterday at the Burnaby retail outlet for Shaw. Very good service there. Friendly people and they were willing to go back into the storage to get me a "M" serial number 6412 instead of the older "GI" ones.

The lady who was taking care of the sale also added some PPV credits to my account and gave me all the digital channels again for 30 days. Very nice touch.

The authorization of the unit was equally good. The guy on the line was great and even noted that I wasn't probably getting the best deal on a package. Very straightforward and pleasant.

I have to say this was a pleasant experience. Now if they would only get more HD they would be top notch all around.

[PokerChip]

Well, this one tops it all.

I thought I would place a call to Shaw today and ask - AGAIN - about if and when new HD channels would be added. I figured, Hockey Night in Canada is broadcasting HD tomorrow so, why not?

Well, I have some great news! My CSR told me I did not need to have CBC HD to watch the game in HD. If CBC broadcasts the game in HD, channel 4 here in Edmonton will automatically transform into a beautiful, widescreen, HD format.

I said: huh?

She said: That's what those boxes are for, sir.

And when I argued she was misinformed, she said: mysupervisor told me earlier today because someone else asked. That's also what corporate headquarters has told us.

I could not resist posting this.

I also could not resist calling back to speak to a supervisor 5 seconds after I hung up. I'm waiting for a call back from the supervisor as we speak.

I'll keep you guys posted. LOL. What a sad state of affairs. I might as well laugh it off.