Shaw Cable Screws The Little Guy Again

I received a comment about my post regarding Shaw's customer service from Blake at Keyano College:

I have to say that I have never been treated so poorly when it came to customer service from Shaw Cable. The incompetence stems from the helpdesk to the technicians. Let me tell you my story. Last week we cancelled our Cable with Shaw because on Tuesday, Bell installed our new satellite dish. We told Shaw 4 times that we are keeping our internet and they said no worries and that on Thursday someone from Shaw will be by to disconnect the cable. Upon arriving at our home on Thursday I checked to see if the internet was still working. I looked at the digitial box and noticed that we had no connectivity. I called Shaw and they said reboot the modem, so I rebooted. They said thats weird. I said is it? They then looked at the work order, put me on hold and then came and said sorry sir but we accidently disabled your internet and a technician would be by first thing in the morning (Friday to fix it) and to call my cell when he was about to arrive. I said fine and I hope I will be getting compensated for this. The gentlemen agreed. Friday around 4:30 I called and noone showed up yet. The guy called the tech and he said he would be right over when he was finishing up a job. -6'oclock came and no one showed up, I spoke with a rep and they said we will look into and call you back. -7 o'clock came and no one showed up and no call back. I asked for a district supervisor to call me and about 8:30 someone from b.c called me saying we sorry, blah blah and that once again we will be put on the priority list for an 'emergency call out' tomorrow morning (Saturday morning). I said no I want this fixed right now. He said sir we don’t have a way to contact the tech or phone list. He said I will call you at 9:30 tomorrow morning (Saturday). - 9:00am I called shaw and once again said yes someone is coming blah blah blah. I said I was told that someone would be here first thing in the morning and he said no it says here anytime today between 9 and 5. So once again I said I am waiting for Chris (B.C supervisor) to call me. - 10:30 - I called shaw again and they said that someone should be there today blah blah. - 12:00pm - Chris called and said he spoke with someone from the Calgary dispatch (since Fort McMurray's is closed on the weekends) and said someone will be right over and as soon as he knows anything he will call. (Never heard back from him again). - 1:00pm - I called Shaw again and they said they received an email from the fort mac office saying noone will be by today as they are double booked and that this work order was never assigned. Thats when I lost it and vented for about 30 mins. I demanded a regional rep call me back and that a technician get over right now as you guarantee 365 24/7 service. Hmmmm noone called back until.... Yesterday (Sunday) a rep called and confirmed with my wife that Shaw is coming on Monday to fix it. They said will have the rep from McMurray call and handle this and we will be compensated. So lets see no service since Thursday and the fact that it only takes 5 mins to fix the problem. Not only did the tech who didn't arrive on Friday not call but the supervisor from here doesn't have the courtesy to call his customers. After speaking twice to shaw today the technician did show up and did call me. However the supervisor did not call me once to discuss what had happened. We havent decided if we are going to continue with your service or not. Very upset and very agitated customer.

Morons!

Thanks for letting me know about your experience.

NOTE: I noticed The Business Examiner posted their story on their website (which, incidently, needs some Web 2.0 love). I am not directly quoted (darn) but the last couple of paragraphs are exactly what I said on the telephone interview. It isn't about the technology, it is about the people behind the service. Check it out.

Tags: telus, shaw, broadband war, dsl, broadband, techvibes, the business examiner victoria