Someone should check on phone support - I think they are all hijacked!

[whomever]

Been on the phone now as "Number one in the queue." for the last 31 minutes, and hearing the same  over, and over, and over commercials. I thought that kind of forced brainwashing of repetitive blathering was illegal. 

WHY? Because the 'agent' told me he would call me back within "two to four hours". I told him "I've heard that before" and he promised he would call back. That was 78 days ago,. STILL WAITING!!!!

Shaw promises anything and doesn't care the promises are as good as politicians promise. Empty, hollow, insulting, rude, condescending. 

I have waited for a week for that call. I'm still waiting for the call-back I was promised 14 months ago!

I can get service faster is I hang up, sign yup with Telus, and be online before any kid picks up the phone. Good idea.

Who ever answers first gets my business. I bet it's Telus.

40 minutes now as "Number one in the queue" LIES! 

Telus - Gotta go, Telus answered and it's a HUMAN not a 45 minutes of ^%$#% commercials!

[g-idk]

Hi @whomever , sorry to hear of your long wait, just wondering if you knew that the chat function is the preferred method to contact Shaw.  I actually used it last night because I had a problem with one of my channels,  at first the bot assistant will try to help you on chat but just type in "Agent" and then it will connect you to the next available real person.  I ended up waiting approx. 8 mins for a real person to come on the chat and then my problem was solved within 5 mins.  All in All not a bad wait at all and was very pleased with the service.  Maybe try the chat service and hopefully you won't have the same results.  Good Luck Stay Safe.  

[mdk]

@whomever -- "Number one in the queue" for the last 31 minutes

So, what can you do? The Shaw customer currently in a dialogue with a Shaw Agent has every right to keep talking, until the problem is solved. That customer called-in ahead of you. Unlike "in real life", you cannot physically butt-in.

[whomever]

Yes @g-idk - I know all about Chat. The "fastest way to reach a agent is through online Chat". I must have heard that every 35 seconds for a whole hour. It took that long to to get a agent who redirected me to billing who redirected me to tech support - to the robot that tossed me back in the queue with the generic call-back offer.  Back where I started! Oh well. It kept me off the streets and out of the pool halls.

I bet it's the "preferred method" because the bean-counters see one agent per 5 - 20(?) customers, verses one agent per (?) on the phone. But I didn't start out with Shaw 20+ years ago to be chatting to a binary bit-byter. I'm not going to start yakking it up with a machine. I talk, plead, and barter, even beg with the pop machine - but that's it!

It's not progress. It's like our Senate or the U.S. Congress and nighttime in Central Park New York. They all hold us up. It's economics (AKA money, profit, bottom line and the cheapest route there). It forces some to 'Google It' as the kiddie-speak goes. And some should. I've seen some questions here and wonder why they didn't just check the Google *catalogue or do a search on the Internet. I do. Believe you me, the last thing I want to do is bother Shaw Chat or Phone.

You're lucky. You got em on a slow day. I waited a week for the verbal promise of a call-back, because I know Friday is very busy as are weekends, and Monday mornings. I had a date yesterday and wasn't going let my good mood be way-laid by listening to the same ads - I prefer water-boarding instead.

SIDEBAR: So what happened to that promised "2 to 4 hours"? I'm not upset over it. Poo happens and I wager that the lad really had in mind to call me back, but got waylaid and forgot and went home, or was home and went out. Customer support is a job I'd not be able to handle well, especially if someone like me called in 🙂

Thanks for the tip though - hope others will see it too.

~w~

*. Shaw. This is Canada, and our language has not officially been Americanized - yet. When in the U.S., it's catalog but in Canada, we still spell it like we always did = catalogue, so your Americanized spell checker needs a map - - - or did we lose the war this time? Yeah - a spelling cop - get over it. I'm Canadian and proud, regardless of what party is partying, so when I see a Canadian Americanizing even our language, it irks my ire.

[g-idk]

Hi again @whomever , ok your welcome.  Wish I could fix things for you.  Oh by the way if you scroll to the bottom of this page, under the heading "About Us" near the bottom you will find the "Your Voice" link, click on that and there will be a page that you can fill out to officially complain to Shaw Directly about your experiences, don't know how much it will help but you can let them know how you feel..  Good Luck Stay Safe.  

[whomever]

Good ole @mdk  - always here with a smile. Good to see you're still available.

The 35 minutes became over a hour to get a agent who redirected me to billing who redirected me to tech support who redirected me to the robot that tossed me back in the queue with the generic call-back offer.  Back where I started! Oh well. It kept me off the streets and out of the pool halls.

I did get that call-back, the one by robo-Shaw, that said I was "number one in queue." Number 1 for over a hour!
Now if the source code tells the bit-byter that tells me I can wait the 45 - 55 minutes for the agent, or to leave a call-back request, why should I not get the same thing if the agent is 45 mins or more? Sorry, but no matter how this is sugar-coated, it's poor service. I'll pass on your insult of butting in. I never butt in - anywhere. 

But you didn't get the message. See, I called, was told it would be 45 - 55 minutes wait, and to press 3" if I wanted to wait for agent. The binary bit-byter then informed me that "due to your selection, "we have reset your television...". That is NOT what the other bit-byter (BB) said. That has been a glitch for months now. But pressing 3, I waited and BB said it would be 35 - 45 (that was fast!) and I could leave a call-back, which I did. 

I don't mind waiting in a queue. I do mind waiting a very unreasonable amount of time, longer than had I just waited at the start (according to BB), and mind very much more to finally reach a agent, realize my issue was over her head, then to be transferred about like a bad cough. 

 It seems @mdk, by your comment, that once we are in a queue, there is only one agent we are waiting on, and not the next available agent? Ergo, 10 other agents could be watching the stock market while the one I waited for was busy with one other customer? BTW, I didn't even imply that I should have pushed through the line. The irksome Chat doesn't tells us how long the next available agent might even be. In the past, I waited over a hour and gave up. The system lacks professionalism, compared to other support services. A little spit and polish would help a lot. 

T

Thanks for being around - your help doesn't go unappreciated. You may tell your boss I said you may have next week off with pay 🙂

~w~

Ummm, I have 20+ years with Shaw - and you?

[mdk]

@whomever -- I have 20+ years with Shaw - and you?

I have been a Shaw customer since the "beginning", when I chose "Shaw Internet 5" (yes, FIVE) because it cost less than TELUS ADSL (at $55/month). That's when $55 per month was a serious amount of money.

[rstra]

I remember when Shaw brought out the Wave@Home, not sure how fast it was, they just called it high speed internet back then. The email was managed by Excite, yes, I am old.

[rangekilla]

Roger/shaw makes millions of dollars from their customers to sit in que for that long of time is a lack of shaw caring for their customers... dont get me wrong telus isnt any better. thats what happens when us in canada only have basically 2 options for service. 

[mdk]

@rangekilla wrote: in Canada we only have basically 2 options for service. 

Yes. Either cable-modem (Rogers or "resellers") or fiber-optic (Telus, SaskTel, MTS, Bell, "resellers" and other companies further east). 

It seems that USA-based customers have a choice among several cable-modem providers. I doubt that each of those providers have their own cable-plant. In a way, ALL of them seems to be "resellers".