Horrible experience with new package + service + billing

[Viktorv]

My problems began when upgraded my internet and tv services with Shaw on a two year plan and received the new equipment for installation. You figure that an upgrade = better equipment , quality and improved customer service but this was totally opposite.  The equipment malfunctioned because I could not get several devices which were 2.4 g to connect and they kept getting dropped. So I just told them I will get the new tv internet package (pay higher ) but keep the old equipment boxes at the same price despite the downgrade in equipment. 

After this frustrating month of switch overs, my next shaw  bill was over $1200 because this customer service rep ( one called asdeep another called deep from PEI) insisted that I had not returned the equipment despite the fact that I had follow all of Shaw’s exact instructions of returning the equipment. 

so my word of advice is basically either don’t switch to Shaw or keep your services and don’t upgrade because if you run into problems with new packages, their uneducated customer service reps will make your problems worse and bills impossibly higher !!!

[MC57]

I was wanting to upgrade my internet and TV package. I know another Shaw customer in my town who was able to get Internet 300 and total TV with Crave+movies+ HBO for a 2 yr value plan for $105 per month. I went on live chat and was only able to get $129.00.

I tried again today and physically talked to someone and best they could do for me was $159.00. I then asked to speak to customer service. This got me $139.00. Why and how is this even fair??????? 

[shaw-tony]

@Viktorv I am very sorry for the poor experience and would be happy to help fix those mistakes. For the Internet, what troubleshooting steps have you tried so far?

@MC57 it sounds like that customer grabbed our Black Friday promo which ended on November 30th (new customers only). Our offers do change from time to time and we do our best to ensure the plan best suits your needs. Let me know if you have any other questions.

[Viktorv]

Hi Tony I spent several hours with on the phone with support, disconnecting my boxes Etc

in the end I ended up asking to send my old boxes back which worked great! Except now after the upgrade to a more expensive package on a two year contract, Shaw charged me for the equipment which I returned exactly as specified by Shaw using the provided label... what a let down!  

[MC57]

No it was given to him on Dec 7 so had nothing to do with it. I was given 3 different prices in 2 days, $129, $159 and $139.

Just want the same offer of $105. On his internet he is being given an extra $31 discount. I just want to know why loyal customers are being not treated fairly. The only thing different was he canceled his phone!!

[rickatk]

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@MC57 wrote:

No it was given to him on Dec 7 so had nothing to do with it. I was given 3 different prices in 2 days, $129, $159 and $139.

Just want the same offer of $105. On his internet he is being given an extra $31 discount. I just want to know why loyal customers are being not treated fairly. The only thing different was he canceled his phone!!

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Call back, ask to speak to the Loyalty Department, state your case. 

[shaw-tony]

@Viktorv it may take some time for processing once the equipment is received via the mail (temporary equipment charge). The charge will be removed once the processing is complete. If you still see the charge on your next monthly bill or via your MyShaw transactions, please let me know so I can investigate.