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well on hold for an hour listening to canned music, no call back feature on the 855-812-5090 line so here I sit on a beautiful Saturday morning trying to get my overpriced system back and functioning. So much for valued customers, very frustrating, actually infuriating!
 

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This is Bulls**t, 2 hours and twenty minutes on hold and the line goes dead, nothing but dead air, just disconnected!
 

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Now I have waited 4 hours, I would hang up but where would I be then? I've tried email, Shaw Chat, what a joke that is, it never hooks up to a rep. It is a weekend and all Managers are enjoying their time off oblivious to their loyal customers issues!
 

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I get "you will be connect to the next available representative" and a green flashing icon, but it never goes anywhere. I have popups disabled on the site by the way.
 

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My last chat had an apostrophe in it, I think that issue may finally be fixed after almost a year of complaining about it.

I've been having success with both Shaw support and customer relations via Twitter, though there are no definite hours and you need to look at their accounts and see if someone is currently posting there. If they can't help you, they'll at least have someone call you.
 

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The message I sent

I have been on the Shaw Gateway support line 1-855-812-5090 two attempts totalling over five hours, both calls ended abruptly after well over two hours of waiting. I had this system installed about three weeks ago, it failed last Friday, after 4 hours wait I finally got a technician who called me, he was not on the support line but a Shaw employee who heard my pleas on the Digital Home Forum that I belong to. He is a Gateway Engineer (did not want to identify himself as I was not going through proper channels). After 45 minutes of troubleshooting he determined my Gateway box had failed and suggested it be changed.

I got Gateway Support to book a technician who showed up yesterday @ 09:00. I relayed what I was told about the Gateway failure but after the technician spoke with his Gateway Support people they elected to run a new feed to my house to boost the signal and did not change the box.

I get up this morning and once again the Gateway is unserviceable with the same symptoms, the box continually cycles and will not connect. Error obtaining DNS, no network found.

I have paid a lot of money for what is supposed to be a leading edge technology, but has turned out to be a dismal failure for me. The worst part being the inability to get anyone from Shaw to hear my issues and respond.

I do not want another 9 day wait for another house call.
 

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Looks like no one has been tweeting on the @Shawinfo account this weekend, but @ShawHelp was active just 22 minutes ago. If you around, try them quickly before they sign off for the night!
 

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DSGamby said:
It does look like the apostrophe problem is fixed. Which is good.
Good, but bad. I'm willing to bet over half the people using chat used an apostrophe; descriptive words like "I'm" and "can't" would appear often in issue descriptions. I foresee chat response being twice as long now that all the attempts will get through.
 

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Gateway support issues.

I love calling the specific gateway support line with an issue with one of my portal remotes, and being told to do things that dont apply. "press the cable box button" (repeatedly!)

Then when they have determined that the remote is faulty, that I should exchange it by bringing it in to our office, I ask if the office on McLeod trail is okay, and am told yes, then given the office hours for it today (Sunday). I drive to the office on McLeod trail, only to be told that the only office that stocks the new system (and remotes for it) is the Barlow trail location.

My interactions with shaw today have been a compete waste of time!
 

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Have to say I'm very disappointed with the service, my gateway has been unable to record new programs or allow me to watch live TV for days. I see only a message that I don't subscribe to any channels when trying. (I can still watch old recordings) Power cycling the box fixes things for only about 30 minutes. The last 2 nights in a row I've phoned the gateway specific support number, been told I'll get a call back in "between 2 hours and 3 hours 1 minute", only to never get a call (I assume because it's after 10pm at night by the time I jump the queue).

I have to say I'm very tempted to put all these pieces in a plastic bag and drop them at the executive offices at Shaw Court. This is a pure case of Shaw putting profit over service, having laid off hundreds and closing call centres in April. Prior to the layoffs the centres had an average time to answer of less than 3 minutes, to go to 3 hours+ is totally unacceptable especially when we are the guinea pigs paying to test out their new technology.
 

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Deplorable

@mattryyc, There is no excusing Shaw's deplorable customer service, I agree wholeheartedly. I wrote a letter and mailed it over a week ago to the Vise President of Customer Care, no response to date.

But, please persevere, I had a new line pulled into my place, nil fix, Portal replaced, nil fix, finally the Gateway box that was the root cause but for some reason none of the techs wanted to attempt. It finally took the Gateway Technical Instructor to come to my house who I convinced to change the box which he did.

Since that day, I must say I am totally impressed with my system, I can't say there are no glitches (menus are not always logical), but for the most part I am really impressed and glad I put up with all the BS.

Don't take your frustrations out on the worker bees, they really do try their best, save your anger for those responsible, short sighted Senior Management and bean counters, make them pay. Write letters, phone head office let them now how they treat their bread and butter!
 

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Reboot - Thanks for your words. Trust me, I understand those on the front lines are doing their best and don't envy their position. As a former Shaw employee myself I can put myself in their shoes very easily and don't envy the position, the call centers had a lot of despair when hold times were as long as 25 minutes when I was there, I can only imagine the displeasure now with these longer waits.
 

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Called Customer Service to add two Portals to my system, on line 15 minutes and they answered, yeah! I explain exactly what I wanted, had it all agreed to, swap 6412 for a Portal and get a $50 credit for my DCT6200 towards the other Portal, cookin' with STEAM! Then the CSR says hold on for just a minute while I transfer you the a Customer Specialist who will set this up, OH NO!!! You guessed it, your call is important to us, please stay on the line for the next available representative, our current wait time is 4 hours, I get the "you can use our call back feature if you prefer" but then it doesn't prompt you!!!

And here I thought everything was going to be easy breezy, another afternoon waiting on Shaw!
 

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Ok, get this, after an hour wait, I get a Customer Specialist, explain who I am "again"! She agrees to everything "again", gets my address information, then say "OH, You want an equipment swap, I will have to transfer you to "Customer Loyalty", Holy Sh*t I am ON HOLD AGAIN!!
 
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