phone service

[Ethics690]

I need a technician to service a TV account.  I phone the number.  I am something like 80th in line for service and am offered the option of a call back.  This is to avoid what I am told is between 30-45 minutes on hold.  I get the call back and am told I am first in line.  I have now been on hold for 47 minutes listening to endless elevator music and repetitive Shaw ads.  

Why on earth would you want to frustrate customers like this?  ANY other callback service works on the basis of the operator doing the call back NOT an automated operator who will simply put you back on hold.  There is NO way I could possibly been 1st in line and still be on hold now 50 minutes later when, at the time of the first call, I was 80th and the time estimate to connect was 30-45 minutes.

Terrible service.  I wish the Shaw executives would go through this exercise once a week just to live what their customers have to put up with.

[mdk]

@Ethics690 -- first in line.  I have now been on hold for 47 minutes listening to endless elevator music and repetitive Shaw ads.   There is NO way I could possibly been 1st in line and still be on hold now 50 minutes later

So, are you saying that the Shaw customer who currently is talking to a Shaw Agent should "hurry up", or be "time-limited" to 10 minutes per call?

Did one of those "repetitive Shaw ads" state that using online-chat:  www.shaw.ca/chat currently has priority over telephone?

In my experience, I get connected via chat to a Shaw Agent within 5 times. Good service!