Customer Service Frustration

[KSCAR]

I usually do not post comments or suggestions as I usually feel its a waste of time, but in this instance I believe it is necessary so as to 1) warn others of Shaw customer service and 2) give Shaw management and training an opportunity to correct the problems. 

We have been Shaw customers for just over 1 year.   I have not been happy with the internet and tv since day one.  The internet speeds seem super slow, especially if more than one user is online, and the tv is very glitchy and overall, just an archaic guide system.  Shaw, it's 2020, we should be able to watch previews for VOD movies!!!

The last week of September I was in contact with Shaw to advise we were moving to another city and wanted my services transferred.  We still had 10 months of our contract and did not want to pay their outrageous early cancellation charges so I decided to transfer services.   I connected with a service agent that identified themselves from PEI.  There were may communication issues due to language barriers and the agent having a very strong accent but we both tried the best we could.  I gave the agent our new address and he advised that the request would have to be sent to the service department and that I would have to call back in 5 business days.   The entirety of this conversation as well as my hold time was just about 1 hour.  

Fast forward 5 business days, I do as instructed, and contact Shaw again to discuss moving my services.  Almost identical to my first encounter, I struggled with getting the agent to understand why I was calling, placed on hold for a lengthy period of time and then told that the service order has been placed and to call back in 5 business days.  ARRGGG!  

So another 5 business days later (today) I called again, and like encounters 1 & 2, the language barriers proved to be difficult, but after advising the reason for my call I was placed on hold for another unacceptable length of time only to be advised that Shaw does not service the area that I am moving to.   I asked what my options were and was told I had to pay the early cancellation fees.  I wanted to negotiate something on this term and asked to speak to a manager only to be, again, put on a lengthy hold.  The agent come back and rudely stated that no managers were available and "for my information I am responsible for early cancelation fees due to the contract".  He repeatedly cut me off during conversation, so much so, that I in turn had to interrupt him, when I was told "let me finish"  WOW!!!!  I asked for the manager again and provided my contact number for a return phone call by the end of the day, which by the way, was never received. 

I was so mad I packed up all of the Shaw equipment I had in the house and went to the downtown Calgary store.  Due to COVID, no one was allowed in the building.  I was met outside by a Shaw representative.  I explained the situation and asked if he could assist, to which he told me to contact Customer Support.  I told him I have contacted Customer Support on 3 different occasions and was not receiving any help WHAT SO EVER.  He told me they are a retail store and cannot help with any issues like mine.  I asked if he could at least assist me with contacting Customer Support, that maybe another voice on the line may get me to the channels I needed.  NOPE!!!  ANOTHER RUDE AGENT!!!!  

I went back to my vehicle and tried Customer Support one last time and that was when I was finally in contact with a competent agent by the name of Jason.  In five minutes, Jason was able to tell me that no, they did not service my future home area, gave me my options, which were, paying the early cancellation fees or signing up with Shaw direct satellite (they still could not provide internet) and expressed his acknowledgment of my frustration.  He told me what my early cancellation fees were, which is something the other 3 agents would not, and actually did not berate me on my responsibility of contract fees (thank you I am a functioning adult that understands contracts - I just wanted to transfer service!!)  I do give many kudos to Jason and think that he should train the new Shaw staff and get a considerable raise.   

That said, Jason is still not enough for me to ever recommend Shaw to anyone.  The customer service is absolutely atrocious and, in this day and age, unacceptable when there are so many other choices for service providers.  

[g-idk]

Hi @KSCAR very sorry to hear of your bad experience,  but glad you had a place to vent.  I personally have been with Shaw for 20 years and have never had these horrible experiences some people go through, even the language thing hasn't been an issue.  But as they say every situation can be different.  I recommend  you file a complaint directly with Shaw by scrolling to the bottom of this page after reading this and under the About Us Section you will find near the bottom Your Voice click on that link and submit your concerns and complaint.  Also glad to hear that in the end you got some satisfaction.   

[mdk]

@KSCAR -- they still could not provide Internet

From their web-site, it seems possible for XPLORNET to deliver Internet, up to 50 Mbps, and home-telephone services, to any "rural" area in Canada.

[SillSix]

I feel your pain. I was trying to get Customer service to help me with my programming as their site recommends. The first CR Rep, Drops the phone and screams '**bleep** These people"  I ask him if that is what he said and he admits it and continues to rant. Verbal abuse!!! 

[georgepio]

Shaw sucks !!?

[mdk]

@georgepio -- if/when Rogers is allowed to purchase Shaw, everything will be 1000% better. 

If you believe that, I have swamp-land in the Fraser Valley for sale, real cheap. Currently, all the roads toward it are under water, due to adverse weather.

[shaw-monica]

@georgepio Terribly sorry that this thread was missed! Please note, this platform is not closely monitored like our other platforms.

Sorry to hear you feel this, it sounds like you're having some service trouble! If you haven't already, please reach out to our Support Specialists and they can take a look into that for you! They can be reached at:  https://www.shaw.ca/contact-us

[FUC]

Absolutely atrocious service...cannot wait until Rogers takes over and improves this horrible experience we have had for far too many years.  Greedy, useless family.

[louiese]

I tried contacting Shaw on their support group link but only allowed 2500 character. I don’t know their email address where I could send this message.

Dear Shaw /Rogers
I am feeling extremely disappointed and unhappy after recently renewing my contract with Shaw. As a loyal customer, I have always spoken highly of your company and even recommended it to my entire family, convincing them to switch from Telus because I have never encountered any problems before.

During my initial call to renew my contract 6 days ago, I clearly communicated exactly what I wanted and needed - nothing more, nothing less. I explicitly stated that I wanted the $125 bundle with Disney+, wished to keep my landline as it is essential for my buzz door, and no longer required the sports channels.

Amanda was very helpful and diligently assisted me with my renewal. We even calculated my monthly fees, including taxes. However, after receiving my new modem and installing it, I realized that I did not have access to Disney+.

I promptly called customer service and endured a lengthy wait, only to be informed that I needed to set up everything before my Disney+ could be activated. Following the instructions, I finished setting up and called again, enduring another long wait. This time, I spoke with a polite tech support representative named Rupand, who invested time in trying to resolve my issue. He assured me that Amanda would call me back the next day, either at 6 or 7 a.m.

Unfortunately, I did not receive a call from Amanda as promised. Consequently, I reached out again the following day and spoke to Abdul, if I remember his name correctly. I explained my issue once more, and he informed me that I do not have a Disney+ subscription. He suggested that I upgrade my plan and pay more money to resolve the problem. He mentioned that I had received incorrect information and that only Amanda could resolve the issue.

From my understanding, anyone working in customer service should possess comprehensive knowledge on how to handle clients in any given situation. However, this particular individual seemed more interested in shifting the blame onto Amanda without acknowledging the misinformation that I received, according to him.

He instructed me to call back the following day as Amanda was not available on that day. Alternatively, he suggested that I upgrade my subscription and pay more. These were the only options he provided.

I am frustrated that this customer service representative fails to comprehend that I am fully aware of the agreement I made before renewing my contract. I would not have agreed if I had known I was given incorrect information, as he keeps insisting.

At one point, I was considering canceling my subscription and switching to Telus. They are offering me a 55-inch TV and waiving the $60 installation fee. However, I do not require another TV, and I have never had any issues with Shaw. I am loyal to Shaw, so why would I switch to Telus?

My frustration with this customer representative, who seems incapable of understanding, made me contemplate transferring to Telus. However, my husband advised me to let go of the lengthy and unpleasant conversation and simply accept the new offer of paying an additional $10. I was exhausted from work and had already lost my temper, so I thought, what's an extra $10?

But then I realized that this situation is not my fault, and I should not have to pay an extra $10 for something I had already agreed upon.

Now, I am stuck with you for two years and I am extremely dissatisfied with the so-called misinformation.

Photo plans

Select plans now include Disney+ Standard with Ads at no extra cost.

Internet 300 &

Popular TV

$125/month

On a 2-year ValuePlan. $190/month thereafter, subject to change.

Up to 300 Mbps download s

[rstra]

@louiese  Did you go to my.shaw.ca to activate Disney+? When you login to My Shaw, you should see a red banner, you can activate there. 

That’s a really good deal you got.