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Presently on the phone waiting on Shaw Support, recording said 10-17 minute wait so I elected to stay on line rather than elect for the call back, well it's been an hour 10 and counting :rolleyes:, lesson learned!
 

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I have had the "your wait time is 40 minutes" and then waited 3 hours and was cut off with a busy signal... beep... beep... beep... at least it didn't say "our office is now closed" though ;)

Good point Flash604, I have used the Gateway support number posted somewhere in the forum and it was a lot faster.
 

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Now I am pissed:( after an hour and a half of waiting for a tech, one comes on and asks if I need a digital box, I said no, I am having problems with my Gateway system, he says ok, hold on a minute, next thing I know I am transferred to Customer Service and I am waiting again.:confused::confused:
 

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Sorry to hear reboot...hope they can find the root cause and eliminate this irritant once and for all. If you are not satisfied with the resolution, perhaps, may be a good idea to escalate up the Shaw food chain... you paid a premium expecting a premium service and you had been helping Shaw trouble shoot as well.. my 2 cents
 

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But if he's not calling the Gateway support number, then once he gets through it's perfectly reasonable to expect that the tech might not be Gateway trained and that he would then need to be transferred to the correct line.
 

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After 2.5 hours finally got someone who didn't transfer me, he said I did all the troubleshooting that could be done and is sending a tech out to my place (sometime) next Friday, could not give me a specific time, so does that mean I wait all day in the hopes of someone showing up :confused:

This is not good, I sure as hell am glad I kept my old PVR (with all it's series recordings intact), so my wife still loves me :p
 

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Thanks for your thoughts Reboot. I may hold my decision to see how Shaw responds to frustrated customers like you regarding the gateway.

If I am in your shoes, after having paid a premium for the technology, I will be equally frustrated and if I am not satisfied with the resolution, I may take the following steps (some may not agree).. provided nothing has been previously signed to acknowledge that this gateway is a beta test.

1) Firstly, I have to decide when is my tipping point (enough is enough) and think what I wanted to achieve by escalation, ie do I want some form of credits to compensate me for my time and grief? If so, how much credit and equivalent to # of months rental fees....or ask for a lump sum credit on the gateway for not being able to use for a week.. waiting for tech

2) Then, if the problem is still unresolved in a couple of days, if I am in your situation, I will ask for the CSR to speak to his/her manager. I will give the manager a few days to work through and if I am not satisfied, I will ask for the next level up manager.. and I will firmly state to the mid level managers that I will keep going up to CEO if need be until it is resolved and I get the compensation I wanted or send a tech by Monday for example.

3) If I still can't get it resolved after going thru the above, I will give them a heads up that as a paying consumer, I have every right to ask a third party to act on my behalf and seek help from Better Business Bureau and consumer advocate in media such as CTV until it is resolved and my consumer rights are respected

Hope it will not come to that........ :) All the best...
 

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From further troubleshooting with Gateway Support it would appear I have a failed Gateway box, it just keeps cycling itself so I will get a new box Friday losing all previously recorded programs. That sucks but fortunately I have everything I will lose recorded on my 6412 PVR :)
 

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@Ric01 - I used to be that person you would talk to if you demanded the CEO for one of the 3 top computer manufacturers in the world... I was as high as you could go. I'd have to say that I'm not sure if you'd get too far with your plan; I was a customer advocate and compensated the customer when they deserved it; but something breaking and it being fixed as per the warranty did not qualify. If you wanted a product to be guaranteed to never break or need service of any sort, you would be paying tens of thousands for it minimum. There is an agreement already in place as to what will happen if something breaks, its called the warranty, and like most it states if something doesn't work they will fix it, nothing more. You do not automatically deserve compensation due to down time or "grief", nothing works perfectly and I do not get cheques from Microsoft when Windows has an issue or Ford if my car is in the shop. Compensation might be in order if they didn't fix it after an extended period, but we're talking about an issue that just started today. Even if they can't fix it on their first attempt, that still is something that happens and is not worthy of compensation, though you might get something minor to appease you. I think if you read the legalize of any standard warranty you will find that all this is covered right within the warranty, which you agree to by not immediately returning the product for a refund once it is given to you.

FYI - I also used to handle the BBB cases, and in a situation such as you describe, I would respond that we did everything as required by the warranty and then the BBB would close the case unless the consumer could prove otherwise. I also don't think the media would be too interested in a story of "My XXXXX broke and it took them a couple of tries to fix it"; the stories I see them cover is when warranties are totally ignored or issues go on for 6 months.

Just my 2 cents worth, but from the point of view of someone who has learned every little detail of warranties and dealt with customers who's issues were every point along the seriousness scale.
 

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I am satisfied that Shaw did what was expected, in fact I am very satisfied that anyone I dealt with did an exemplary job in trying to help me with my issue. The only knock is the very long wait times that Shaw appears to be addressing with the hiring of CSR's in many areas of BC.
 

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Thanks Flash604 for your views. Happy to hear that Reboot is satisfied with the resolution of his problem.

I suggested compensation because during my last cable outage, I presented my case to Shaw and a manager agreed (after some investigation) to refund me two weeks worth of cable fees when I experienced intermittent outage for two weeks and could not benefit fully from my cable subscription due to network interruption. I was satisfied with Shaw's credit at that point and did not escalate any higher. This was not for gateway as I am not a gateway user yet but is leaning towards one.

While I agree with Flash604's view about the limitation of warranties etc, I did qualify in my previous post that escalation and asking for compensation may not be agreeable by everybody and is not everyone's cup of tea.

The point I was trying to make was that if a consumer is frustrated, he/she has every right to let the corporation and its managers be aware so that if it is a systemic company-wide problem experienced by multiple users in a short span of time, the senior leaders can have the opportunity to fix it then to experience an exodus of subscribers to the competition :)

I am leaning towards the gateway instead of other competitor's technology after seeing that reboot has been taken care of by Shaw
 

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Regarding long wait times, I have a question that begs an answer. Shaw schedules 4 hours for a Gateway install, the average takes about 1.5-3 hours depending on complexity and installation issues. What happens with the "left over time"? I have a Gateway Box replacement scheduled for next Friday, a simple swap of equipment, you'd think they could schedule this in some of the spare time between Gateway installs? Just makes me wonder :confused:
 

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Regarding long wait times, I have a question that begs an answer. Shaw schedules 4 hours for a Gateway install, the average takes about 1.5-3 hours depending on complexity and installation issues. What happens with the "left over time"? I have a Gateway Box replacement scheduled for next Friday, a simple swap of equipment, you'd think they could schedule this in some of the spare time between Gateway installs? Just makes me wonder :confused:
My feeling exactly Reboot. I'm waiting 2.5 weeks for a simple portal replacement.
 

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Maybe I'm confused as to what you are suggesting, but if you don't know how long an install is going to take; then how could you schedule the simple stops in between using the spare time that may or may not be there?
 

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I just have a hard time with techs out there doing upwards of 2000 Gateway installs (as I have been told), while customers with issues are being placed on a long wait list, this is not how you treat customers. For new installs (while important to business) a little longer initial wait is less frustrating for those customers than having customers who have laid out big dollars not having the benefit of the use of that equipment. In the long term this will hurt business, you need to provide for existing customers needs before you add to the numbers.

Bottom line, support tickets should take a precedence over new installs, especially when you are installing a very buggy system, in the long run this will endear the customer to Shaw and not turn them away.

Oh, and as to what I was suggesting, I did tech support for many years, I kept a list of tickets with me and cold called customers to see if I could do the work whenever I had spare time, many many times I was able to fix issues and it was a win win with the customer and the company.
 

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I'll definitely agree that if you are down completely, you should be a priority. I'm wondering, during the setup of this appointment, did you let them know you had the old equipment as a backup, and thus let them know that you weren't completely down? That's something I'd certainly keep to myself!

As for portals that run too hot, they do need replacing, but I can see that not being a priority if they still function.

I believe we might have worked at the same facility, and I know what you mean about cold calling customers; but you weren't actually physically visiting them, were you? For physical visits, I still don't think there's much chance of getting little jobs done inbetween the scheduled ones. There's techs all over the place each day, and chances are that between calls they have to drive across town to the next one while grabbing lunch and getting their coffee breaks. For your idea to work, it would have to be just one tech (probably the once scheduled to do your call) as he would have to have your replacement with him, so the chances he would be near your house with spare time is slim.

As an example, my current job has me driving to people's properties, but it's unscheduled, they don't need to be there, and each stop is 2-15 minutes. Today I'm doing Delta, and I'll probably hit 25 locations, but I can hit up to 45 when they are right in Abbotsford. Occasionally we have to actually meet the people at their properties and suddenly that drops to perhaps 8-10 visits in a day. Should a visit go quickly, the chances of you having the info with you for a 2 minute visit where the person doesn't have to be there, and it being between your current stop and the next; those chances are pretty slim!

For your sake, since you are done, I do hope you get a surprise call today!
 

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Yes, the way they operate today the chances are slim. I did house visits, I always carried "spares" in my van that would be utilized. The idea is not novel, it just takes a proactive approach to customer support. Provisioning is there, if the tech people are given a two week schedule and have the equipment earmarked for installation, the ability to cold call and do the repair is feasible, just a matter of carrying spares over the days actual needs.

I may be all wet here, I am just putting the idea out there.
 
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