Shaw Communications is a major telephone, Internet, mobile and television provider in Canada. As one of the largest providers in the country, it isn't surprising that Shaw gets lots of requests each and every day for customer support.
The reasons why people call Shaw Communications are varied and include:
There are different hours and phone numbers for each customer care department at Shaw Communications. To ensure that you are calling the right number at the right time, check the website. For example, technical support is available by phone from 7 AM-10 PM every day. Customer service for sales, on the other hand, is available phone 8 AM-9 PM Monday through Friday and 8 AM-8 PM Saturdays and Sundays.
Here are some tips that can help ensure that your call to customer service will be handled quickly and professionally:
Customers report a range of experiences when calling for customer service. While some claim to be satisfied with the level of support received, others complain that Shaw's customer service is fraught with problems. Common complaints include long wait times, discrepancies between the cost of service quoted at time of sign-up versus what is actually charged and repeated mistakes when customers ask for assistance. One customer, for example, pointed out in an online complaint that she requested a new router, only to be sent a TV box.
In many cases, phone-based agents can resolve most common consumer communications issues. Agents can troubleshoot, provide technical support, test and reset connections and research billing disputes. Representatives can also start, cancel, and upgrade accounts and, in some cases, set up payment plans.
There are, however, some issues that are not easily resolved over the phone. These may be issues that involve incompatibility with third-party products and devices: Representatives may be able to suggest workarounds, but these can't always be resolved remotely. In addition, some matters may require new equipment, additional equipment or a technician visit.
If you get off the phone with customer service and feel that your questions were not answered or that your issues were not resolved, don't give up. You may still have options for getting the resolution that you seek:
Review your call notes. You may be able to identify areas of misunderstanding or miscommunication. Once you've identified these, you are in a better position for explaining your situation to the next representative that you connect with.
Call back and politely explain that this is your second call. Note what went wrong with your first call and ask the representative to make things right. Keep in mind that this next person may have more education or training than the first representative, and will be better prepared to understand and address your concern.
If a second call doesn't work, try another way of getting in touch. Live chat operators are also available and, in some cases, live chat hours are longer than phone-based customer service availability. The advantage of live chat is that you will have a written transcript of your communications, which can be handy if you have to continue fighting your case.
Other options include reaching out to Shaw via its social media platforms. The specialists that handle social media accounts may be in a better position to assist. A final option is visiting one of the retail stores that sell Shaw's services there. An in-person conversation may resolve your issue or you may be able to get the associate or store manager to advocate on your behalf. In-person consultations can also help ensure that you get the equipment that you need.