O Canada! > Canadian > Shaw > Sighs...... Hold times of 1-2 hours at all times of days!

Sighs...... Hold times of 1-2 hours at all times of days!

I always use there online chat it seems to be a lot faster then phoning them

reply to pkarlos_76
Same here. I have needed to call three times this month. One times was over two hours on hold. Another times was about an hour. The last time, I got offered a call back--I took it and three hours later still no call back and I had to leave--they called back and left a message on the answering machine 3.5 hours after I made the initial call.

Bad.
--
"He is no fool who gives what he cannot keep to gain what he cannot lose." - Jim Elliott

:-(

reply to pkarlos_76
I also discovered yesterday, that if you call the 1-800 (or is 1-888) # on your cable bills, you nearly get a person right away.

I was moving my tv/internet services from telus and remembered a deal I saw on my bill. I called the regular line and got stuck on hold hell. So I went online, the person there, told me I had to call the number in the ad. I mentioned the 60 minute wait, they said, don't call the number on the webpage, call the number in the add. Boom! Real person right away!

reply to mike10
Well I got through via chat after 40 minutes!!

I guess I have been spoiled with 20 minutes or less and sometimes instant answer when calling!

Prior to the last couple of years it was rare to wait more than 15 or 20 minutes max. When out at people's houses providing IT support, I used to be able to call Shaw and deal with problems fairly quickly. It isn't possible anymore because the wait times are simply too long.

It also used to be rare for me to see a Telus connection - it was probably 90% Shaw but now Telus seems to have made inroads. This may simply be due to being competitive on speeds and having TV, though.

reply to pkarlos_76
Yea the hold times are quite high at the moment. It's our busiest time of year right now (students booking for fall) and we apologize. I always recommend chat over the phones, since the wait time is considerably shorter.

There's also our Twitter accounts @Shawhelp/@Shawinfo during the week that will usually net a response within 15-20 minutes, sometimes quicker.
--
Sean
Twitter - @Shaw_Sean

reply to pkarlos_76
Im sure the new "digital upgrade" has something to do with the long hold times. Had to call in a few time about the digital boxes we received.

reply to pkarlos_76

Yes, it was customer facing, many many TSRs got cut.

Same as the Febuary/March before
--
Yes, I am not employed and looking for IT work. Have passport, will travel.

reply to ShawSean
I read that in the

ratemyemployer.com

have you looked at it. t listed under shaw communications

reply to pkarlos_76
There were no CSRs or TSRs laid off, with the exception of Saskatoon because that call centre was closed down. There were CSR support and TSR support staff laid off, but these employees didn't speak to customers; they were internal support for employees. The rest of the layoffs were supervisors and managers.

As I'm sure half of the calls are resolved by power cycling the modem, and another quarter are filed under 'Error ID-10t', and maybe the rest are legitimate callers... I suggest Shaw has a $5 credit towards monthly bill, which is applied in case there were no support calls on the account.

Sure it's "discouraging" support and "unfair" to people who have legitimate problems, but look at it this way: I call Shaw about once a year - I maintain my networking equipment, I keep current with Shaw news (by reading this forum), I typically educate myself about the new offerings better than most CSRs; don't I deserve some credit for not tying up resources which are necessary, but get over-used by people not spending their due time on reading the website and the forums, and calling Shaw on every convenient and inconvenient occasion?

I work in a business where we do have to answer a fair amount of support calls, and I can attest that 80% of the calls are already addressed in the FAQ section, but people are just to damn ignorant to read it. I don't even get mad about it anymore, just tell them to open FAQ and Articles and read article number X.

I think I could use $5 taken off my bill every month for being my own support. Just don't take it as Shaw owes it to you, think of it as a thank you bonus, a favor, and not a right - rather a perk.

reply to pkarlos_76
I'm not a whiner. People who have known me on this forum for the last 8 years know that.

With that said, I tried another call yesterday. It listed the wait time as 20 minutes. I waited 95 minutes, and had to leave to get my wife from work. I'll have to try again today. Quite frankly, I'm getting impatient.
--
"He is no fool who gives what he cannot keep to gain what he cannot lose." - Jim Elliott

Yeah I gotta agree, waiting that long sucks.
Try alternatives: On-Line chat, Twitter, PM ShawSean...

reply to dvandervelde

@ShawSean - thanks for the offer. I did get through today (90 minutes wait) and got taken care of.
--
"He is no fool who gives what he cannot keep to gain what he cannot lose." - Jim Elliott