Unreturned equipment fee

[Aniisah]

We have been Shaw customers for multiple years and we recently moved and one of the equipment was stolen when we were putting things through the elevator. I am shocked to see that we will be charged unreturned equipment fee for an incident that it out of our control and the customer service agent doesn’t seem to keen to assist. We would really appreciate if those charges are waived are waived as a courtesy.

[Aniisah]

On top of that the agent showed no empathy other than repeating the terms and conditions, yes I understand terms and conditions but surely a company like Shaw must have a goodwill budget for exceptions. Will definitely consider other companies at time of contract renewal.

[g-idk]

Hi @Aniisah , very sorry to hear of your unfortunate loss.  I understand your upset but I don't see how it is Shaw's problem, they didn't steal the device from the unattended elevator while you were moving.  I agree the agent probably should have had a little more empathy in speaking with you, but the outcome would still be the same.  Yes Shaw probably does have a goodwill budget for true serious emergency exceptions.  Maybe you could try speaking with them again and request that a supervisor contact you about your situation, I presume you have a police report to show them upon request, otherwise they have no way of knowing your telling them the truth.  It's too bad you didn't use insured movers as the theft would have been covered under their watch.  Well I'll cross my fingers for you, but I'm sure all those big telco companies would have the exact same policy towards this type of situation.  

[rstra]

If it made sense with the deductible, you would probably need to submit a claim with your home insurance provider.

[g-idk]

Hi @rstra , Good point I forgot to mention home insurance.  

[mdk]

@Aniisah -- welcome to this peer-to-peer discussion forum. It is not a path to Shaw.

Instead, while reading this message, scroll-down to see:

Click the "Your Voice" hyperlink to bring your concern to an official Shaw contact.

[mdk]

@Aniisah -- I forgot to mention that Shaw knows the serial-number of their devices that are listed on your account. So, ask Shaw if those serial-numbers are currently active anywhere on Shaw's network. If they are, whoever is in current possession of the devices needs to return those devices, and then Shaw will remove those serial-numbers from your Shaw Account.

[rstra]

@mdk If the stolen equipment was provisioned on another account, it wouldn’t be showing up as unreturned equipment on the OPs account. 

[mdk]

@rstra -- it would not be showing up

True, but only if the Shaw Agents who handled activation are properly trained, which you have hinted is not always the case.

There is a difference between "reality" and "a perfect world".  🙂

Questions: if the equipment was connected, and powered-on, but not provisioned/activated, would it show up with an "online, but not ......" status ?  Could a Shaw Agent do a database-search for its unique serial-number?

[rstra]

@mdk Shaw equipment can’t exist on more than one account, too add it to another account, it first has to be removed from the first one. Also, this is rental equipment, Shaw agents should never take rental equipment off of one account and just add it to another. 

The equipment wouldn’t show online unless it was provisioned.