reply to ShawSean
Re: [ALL] Ask ShawSean What the heck has happened to Shaw's Customer Service?
I had to call the other day for a billing question. I found out that I can't speak to someone on the phone until after 9 a.m. Winnipeg time. I'm sure it was at least 8 if not 7 a.m. just a few months ago.
Yesterday mid-afternoon my internet goes down. I tried to call Shaw and the recording said I could expect a wait time of "1 hour 45 minutes to 2 hours 39 minutes." To report an outage?! "Thankfully" I found out that a friend of mine was also out in her neighbourhood which meant it wasn't just me and the problem was reasonably widespread. But if it was just me, or just my street, it might have been half a day or more before Shaw found out about the problem and tried to resolve.
So I ask again, what happened? Has Shaw really taken on that many new customers? Are there that many problems occurring that are swamping the phone lines? Or has Shaw cut back on the number of frontline CSRs? Or is it a combination of the above?