Review by Chilli
Good "The product works generally quite well, but you never ever get the advertised download rate, it's always less."
- Location: Chilliwack,BC
- Cost: $70 per month
Bad "The company's problem are their people, their questionable advertising and the endless excuses."
Overall "UPDATE: There's nothing wrong with their product, but their special promotions are just an illusion. "
|Pre Sales information:|
Value for money:
(ratings match consensus)
I have had issues with Shaw before, in fact, I had this same complaint with them where they advertise an offer then tell you no you don't get the promotional pricing when you attempt to order it.
Years ago when I tried to get Internet 25, they were calling it Extreme back then, they refused me the promotional pricing. I was successful in getting it, but only by actually going into their local office to discuss the matter with the branch manager, which I found to be no pleasant experience. Then, a year later I discovered they were overcharging me for over six months and another battle ensued until they relented and issued a rebate, but unbeknown to me they clawed back what they gave up, by canceling a purchased discount for the modem, by claiming the discount had been a discontinued programme. Why is doing business with SHAW so confrontational? Is it because they believe your money is actually their money? Are big telecom monopolies the best people to do business with? Well, it would seem, only if you are asleep and not watching. Then what you don't know won't hurt you. You have to believe, any large firm would be overjoyed to be able to conduct business at their leisure without resistance from the customers.
I'm a savvy consumer, I read carefully what is being offered and make my decisions to buy based on the offer to sell. I'm not hard to get along with, I just want what is promised. Today, I attempted to order Shaw's Internet 50. They have a promotion for one month free if you order on line, and two additional months at 30 dollars off the regular price. At 80 dollars a month regular price, this is expensive but with this incentive, I thought okay, I'll bite. This promotion applies only if you aren't currently receiving that particular service, or haven't had it in the past 90 days. Okay, that seemed straight forward. So when I go to upgrade Shaw tells me no, you don't get that price because you are already a customer, as though I totally misunderstood the conditions of the offer and being a customer was a penalty point against me. Well, I didn't misunderstand, but do you know what their attitude is, "We're SHAW and we don't care! They treat you like you don't matter, like they know you have no other alternative. But hold that thought, you'll understand why later. It is as though they are daring me to quit when they actually said on my answering machine, "But you can still order the service at regular price....if you r e a l l y want it. Call us back if you do." Isn't that amazing? You order it, they call you and say NO! Then you have to call them back and beg for it at any price, so long as it is at a price more than they are advertising. U N B E L I E V A B L E !
Well, do you think they take a look at the load on their grid when someone orders up higher bandwidth, to see if that customer's location can handle it? When Telus is only able to supply 6 Mbps in my area if I quit Shaw, then two scenarios present themselves. Either Shaw can't actually deliver Internet 50 in my area without problems and they know I won't run to Telus in retaliation, in which case they have nothing to lose by saying no. Or knowing that Telus doesn't offer a competitive or similarly performing alternative, they could refuse me the promotional offer and keep the profit by letting me order it at regular price. In either case, the net effect is that there is no change in market share and revenue remains for the short term unchanged if I don't take the service and, only $20 to the plus monthly if I do. But as their response indicates so clearly, they don't care what my response would be and you can be sure, they won't go out of their way to find out what that is.
Personally, I think they are hiding an unspoken truth when it comes to doling out bandwidth, I can't prove it, but logic dictates any system has a capacity limit. But one thing is for certain in my mind, if there is a problem with available bandwidth, they will do anything to keep that under cover. Moreover, they no doubt have an overriding mandate to gain market share or to recoup it from Telus and others. If that means mistreating their existing customers in markets where Telus and Teksavvy aren't a threat, well then the end would justify the means, wouldn't it?
I think Shaw is technically competent and their products have been reasonably reliable and functional for as long as I have been a customer. But as far as dealing with them, at the most, I find their advertising and product promotion schemes to be bush league. It's like propaganda, you read it but you don't generally accept it at face value. They are illogical and confusing with no apparent programme in place to retain a customer once any service is implemented. Using my own experience in my area of BC as an example, I would speculate, that in managing their customers, Shaw would generally segregate them and tailor its approach by whatever competitive threats exist in a given market or region. In short, if a customer is located in a high competition region, like Vancouver, it would behoove them to selectively and favourably implement their promotional offers to permit a promotional pricing scheme to prevent leakage in their market to the competition. As in my case here, I have no alternative to Shaw except Telus 6 (Mbps), so one might think, it's no wonder they called me up 10 minutes after I placed my on-line order, then flipped me the bird on my answering machine while I was out. So, if this is how they respond to an order for service and if this is the best they can do to retain and satisfy their customers, then it's clear for customers in this area, they don't have to do anything at all. They don't even have to respond. We have nowhere to go. Therefore, there is no reason for them to actually deliver the service they were promoting at the price they advertised. That was exactly how they treated my order. With an arbitrary refusal, arrogance and "you don't really want this service do you? Call us back if you do....."
I can't find a good reason to deal with Shaw, other than they offer a service that I need. If you choose to do so, "let the buyer beware" and "trust but verify" would be two good pieces of advice to guide you, because giant telecoms operating with little oversight or impunity tend to believe you were put on this earth to serve them. As for me, I'm going to scope out a new ISP and when I am ready, I will leave Shaw and their brash contempt, on the ash heap of history.
UPDATE: After four days since being denied their Internet 50 plan at the advertised price, an email arrives, stating that the various plans they have ie., different speeds etc. are not services therefore, if you even have internet with them, you don't get the advertised price. Yet right there in front of you on your screen, they refer to the plan as a service. And in the fine print, they say you must not have subscribed to the selected (ie., the one you are applying for) service in the past 90 days. So, twice on their site they are calling it a service, yet they have the unmitigated gall to write me and deny that is what they mean. The fact that the service I have now was delivered to me over a year ago, price discounts and all is proof that you can't get two Shaw employees to interpret their own so called policies exactly the same. But what was really laughable was the statement: "we are certainly not intending to be deceptive which is why we have a team that follows up with customer to ensure that they understand the offerings that are listed and to go over them in detail if there has been any misunderstanding." So amazingly, they actually have formed a TEAM to explain to customers why their promotions don't say what they really mean. They could all save us a lot of time and money by simply saying SPECIAL OFFER TO NEW FIRST TIME SHAW INTERNET CUSTOMERS or NOT APPLICABLE TO EXISTING SHAW INTERNET CUSTOMERS. But they don't do that do they?
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updated 58 days ago