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標題: What is wrong with Shaw's customer service? [打印本頁]

作者: bubblesalt 時間: 2010-10-14 16:35 標題: What is wrong with Shaw's customer service?

I really really want to know what the hell is wrong with Shaw's customer service? They can't hire more people to answer the phone? Because of business needs, I have to call them almost every week, and I always have to hold for like 1 hour to get to a customer service!

Why can't they have some other way of dealing with customer? On-line chat, email request, whatever! With the massive amount of money they charge us each month, they can surely AFFORD to hire some more people.

I hate Shaw sooo much, I CANNOT wait until Novus comes to Vancouver and Richmond.

作者: fibbi 時間: 2010-10-14 16:39

I have called Shaw a couple times recently. Avg wait time is about 20 mins. I think it's not too bad.

Btw...if you are long term customer with Shaw, try ask them to give you some "customer loyalty discount". See what the rep can do. My co-worker got $25 off each month for 6 months (no contract).

作者: slamdunk6 時間: 2010-10-14 16:59

time to switch provider

作者: peter236 時間: 2010-10-14 17:36

I have called Shaw a couple times recently. Avg wait time is about 20 mins. I think it's not too bad ...
fibbi 發表於 2010-10-14 16:39

How much was he paying Shaw each month before loyalty discount?

作者: Guy 時間: 2010-10-14 18:26

Shaw has e-chat and twitter to comm to its customer service

作者: tiffiant 時間: 2010-10-14 19:11

shaw sucks
bad CS~~~~~you have to hold one ahour, that's crazy
but some people hold like few hours in the busiest time~~~~

作者: fm9610 時間: 2010-10-14 22:06

回復 6# tiffiant

That is why I use a speaker phone whenever I call Shaw, Rogers, Telus, Fido or any customer service. You get music during your wait!

作者: KittyLeung74 時間: 2010-10-14 22:09

It takes about one hour to wait for the customer service. I hate to listen to the music and its message again & again.

作者: pkphilip 時間: 2010-10-14 22:27

Shaw is bad? I think they are pretty good and professional because they can do what you ask for them. Compare to Telus, Telus has relatively fast service, but it's only good if they don't bounce you around to different "department". No one really seems to care.

I use online chat with Shaw because it's faster.

One of the best call center system is WestJet, WestJet is well known for long hold time and their call-back system works!! The machine will call back and once you accept, you get to talk to a person RIGHT AWAY! The person on the line knows what's going on and get to the point.

I don't think it's about hiring, it's about getting the right people. It seems most people does not want a call center job because it feels negative and cheap labour. Rogers has been hiring constantly, and they are still hiring since years ago.

Philip

作者: tiffiant 時間: 2010-10-14 22:48

shaw should do some training on workers

作者: cremedelacreme 時間: 2010-10-14 23:26

When I call Shaw, they have an option to select, so you can enter your phone # and they will return your call, so you don't have to wait on the phone.

作者: cremedelacreme 時間: 2010-10-14 23:32

And yes, they do price match other competitor, or can even do a better price for loyalty customer. I called in March, and they gave me quite a bit of discounts, so I am paying less than before, and they even give me free Canada, and US long distance, and upgrade my internet service to a higher speed for free, which I didn't even request it.

作者: bubblesalt 時間: 2010-10-15 20:08

I know, I do use that "call back" function, but for some reason, sometimes I don't get the call back, and sometimes I don't even get that option..

Because of my job nature, I have to call them like almost every week, and I really don't like sitting there listening to that stupid recorded message.

I also have to call Novus all the time too, MUCH MUCH less than I have to call Shaw, and they usually answer within 5 minutes. Why can't we have Novus in Vancouver and Richmond?

作者: cremedelacreme 時間: 2010-10-19 23:49

I know, I do use that "call back" function, but for some reason, sometimes I don't get the call back ...
bubblesalt 發表於 2010-10-15 20:08

Really? Sometimes they don't call back, or not even have that function? Weird~ But I'm not sure, since I only called them less than 3 times in the past 2 years. So not too sure about that

作者: jennypun 時間: 2010-12-19 01:05

What's wrong with shaw???? really??? I just wanna update my new credit card info for the payment!!!!! And they made me waited over 30 mins.. i am tired of this SHIX... so i used the "call back" function.. that was yesterday 4pm...until now they didn't call me back... am i getting a month free?? Geez...

作者: Bikki 時間: 2010-12-21 01:43

bell has a good customer service too. I have been with them for a long time. I complained that I paid too much compared to the new plan . so they offered me 20% off for a year so about $25 off my bill and price matched the new promotion $10 chinese combo price (which reg $20) .

作者: imvitasoy 時間: 2012-1-25 23:39

Telus can only be worse.

作者: satil 時間: 2012-1-26 00:01

slow internet 0.4M dl !!!!!!!!!
i called Shaw last Friday 11am, the wait is 2 HOURS !! NO call back service ! i hang up.
i called Shaw last Friday 3pm, the wait is 2 HOURS !! NO call back service ! i hang up.
i called Shaw last Friday 10pm, the wait is 2 HOURS !! NO call back service ! i hang up.
i called Shaw last Saturday 2am, the wait is 30mins !! i wait !! some1 talk to me after 45min wait !!

talked to tech for 2 hrs, they keep trying to proof, it is my LAN problem. it is my computer problem. it is my router problem........

i said "THIS IS YOUR SYSTEM PROBLEM, IT IS NOT WITHIN MY HOUSE!!"
they still denial, "THEIR SYSTEM IS PERFECT!"

finally, they said, they will send in a tech. 14 DAYS LATER!!!!!!!!!!

and next morning,
all high speed back.
no one touch anything within my house area.

IT IS THEIR SYSTEM , AND THEIR CS SUCK !

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