We have endured three years of poor internet service with Shaw. The past month has been particularly bad, with the internet typically down several times a day for minutes or hours. Over the past few days we have had three phone calls to Shaw Support “dropped” (by Shaw), including one which I had been in the recorded messages wait cue for forty-five minutes! Sorry Shaw…I would love to “Just click on Online Amy” to solve my problem. Problem is I can’t click…Shaw Internet is not working.“ This morning we awoke to no internet AND no phone! (We foolishly added our phone to our Shaw bundle some time ago). Drove my wife to work and she phoned and was “in the Shaw cue” for 38 minutes on the phone and then was disconnected.
I then drove to Shaw downtown to obtain customer service in person. “Sorry Sir. We have no technical support at this location.” Does the north east…ask I? “Yes” replies he. I then drove to the NE Shaw to register a complaint about our outage and the incredibly bad phone support service. The girl at the desk says they have no process for filing complaints but a co-worker says she could send an e-mail to someone who will let technical support know I have a complaint. OMG.
She eventually excuses herself to go backstage to check on something. As I stood waiting for about 8 minutes another customer comes in and walks up to another available customer service rep beside me. “Can you take a number please sir?” asks the rep of this single person. No one in front, no one behind. Back he walks to the machine and pulls his tab, returns to the rep and presents him the ticket. OMG! Next customer with a different rep, same thing, only this customer says “I think its out of tickets”. A Shaw guy comes to put more tickets in and proclaims; “The ticket was just stuck”. Hilarious. My girl comes back and speaks to me so softly I have to lean over the counter and point my good ear to try and glean some info from her. “ I’m sorry sir we don’t have any technical support at this location”. OMG! (Insert head shaking and a long pause to compose myself.)
Ok. My third reason to be there was to upgrade our TV plan to full meal HDTV (only another $16/month) to fuel the new flat screen and HD box I had recently purchased. Yea I know, what a fool am I.
The kicker…our HD upgrade channels were up by the time I got home! My wife at work had contacted a customer service support rep. But only after waiting in the phone que for 56 minutes!!!!. Our phone line flickered back on about 12 noon. The internet has now come back on at 3 in the morning after a twenty hour outage…but the phone call to Customer Support this evening to activate my new HD box? The icing on the cake; The usual “We’re sorry. We are currently experiencing extremely high call volumes”, “Just click on Amy"… 20 minutes in the cue. Operator puts me on hold for 8 minutes. Something eventually bumps and clicks on the line. I hear a faint voice and the sound of someone typing. Her headpiece is on her desk, and I can hear her standing and talking for a couple of minutes to a co-worker as he is typing. She goes away…forgets about me…and I listen for 12 minutes to this guy typing! I scream into my phone. “Helloooo!? Can anybody hear me!!!?” (among other things) Nope. Some more clunking as someone moved her headset and then that old school busy signal just blasting in my ear at about 95dB! Another 45 minute customer service call has again been terminated by Shaw. OMG. Shame on Shaw. No wonder the ticket machine is out of numbers. Better fill er up because there’s 150’ of Shaw main line feeder cable with broken concentric, sagging lines, stretched lines and broken strapping behind my house. Been like that for two years! If it comes down this winter there may be a few thousand more dissatisfied customers just like me…so angry they can’t sleep. Clicking away themselves. Writing down their thoughts and venting frustrations to send to someone somewhere, in Cyberspace.
Don’t even think about phoning.
Don’t even think about going to a Shaw outlet. But if you do…make sure you grab a number.
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