Shaw support used to be great. What happened?

[ScreaminLizard]

I've been with Shaw for more than 28 years and own a business so I have several accounts with them. I have always held Shaw in high regard for its quality services and customer support. Although Shaw products continue to serve me well and rarely require support, I've had 4 interactions in the last month and have to say the support has become embarrassingly bad. I had two simple issues and each case it took two calls per issue; neither were resolved. In the past I would have stuck with Shaw through almost anything just because of their support. I was even considering moving our business wireless to their Freedom network but now I'm leery of signing any contract with them. Waiting on hold for more than an hour, only to be put on hold again and again with reps that lack knowledge or expertise is beyond frustrating. If it takes this long to solve basic issues I can see why the wait times are so long. The reps I had sounded like they were from India so I'm guessing they are outsourcing their support now. I was simply calling to upgrade my services but, after experiencing the poor customer support, decided not to. Sad thing is, they went from my favorite companies to one that I won't sign a contract with simply because of their service. Hopefully they get things sorted out before they lose too many of their loyal customers. For now, I remain with Shaw, but I won't be adding to our portfolio.

[shaw-tony]

@ScreaminLizard I am very sorry for the long waits as we are busier than usual and appreciate your long-standing business with us. All of our contact centres are in Canada. I certainly want to resolve your troubles as quickly as possible. If there's anything I can do to help you here, let me know!

[mdk]

> All of our contact centres are in Canada. 

Indeed. I've telephoned Shaw very early in the morning (Pacific), and near-midnight (Pacific), and the employee usually introduces themself as "[name] in [city]", where "city" has been in Ontario or in the Maritimes, i.e., Shaw has "24/7" support, via a seamless national network, employing Canadians. Never "Philippines". 🙂