Bottom line upfront: When I upgraded Shaw disconnected my current TV boxes before the new ones where even shipped. Resulting in loss of service for 4 days. How is that ok?
Have been a shaw customer for many years. current 2yr value plan was expiring, so called to get new plan. They talk me into upgrading and give a reasonable cost (for Canada). They tell me i will need to self install and they will ship the equipment to me. Ok.. Fair enough. It is Friday. I have guests coming from out of town, we watch sports together etc... Sit down to watch some show firday night and nothing is workign. Errors on set top boxes. After 2 hours with customer support, they say, your boxes have been disconnected due to your upgrade and adding security system. Uh..um...I have not installed and don't have the equipment yet?! So why would you disconnect? So just reconnect them please. Shaw says We can't do that becuase there is a work order open. WHAT?! They cant reconnect the tv boxes that where working hours ago?!! Are we living in the dark ages. they literally just send a code to the box and the signal will connect.
I escalate to a supervisor and they tell me the same. Some dumb rule about adding security monitoring services requires immediate disconnection of current service. They know about the issue and continue to do it anyway. They blame sale rep, say they are just tech support and that it is out of tech supports hands. Yet, I would think tech support should be able to turn the boxes back on. Tech support apparently has no technical skills or abilities.
Customer service rep should have told me I would lose service until installing new equipment. Which really should never be the case to begin with. I would have said NO WAY, not until after the weekend when i have guest arriving from out of town! Either way, unacceptable. Shaw is losing a customer, but hopefully someone will read this and it will help them avoid a headache. Maybe Shaw will fix their work streams. won't matter for me. I am already in the process of switching to different provider... not that they are much better, but it is the principle of how I was just treated as a customer.
My question... How can shaw think this is acceptable and continue this practice when they know it is a problem?
