Shaw Cablesystems Ltd

I was told my charges would be $45.00 per month. They are $55.00 I went and spoke with a clerk immediately and am not happy with his response. I have also gone in today and spoke with another clerk as well as the supervisor. His name is [redacted].Desired SettlementI want my rate that I agreed to. And reimbursement for the two months I have paid as well as taxes.Business Response First and foremost we would like to offer you a sincere apology for our delay in resolving your issues. We tried to have a phone conversation to discuss your matters but was only able to reach you by Email. We are not sure of the outcome as no details were provided, but we see that you have already closed your account with Shaw. Please accept our complete apologies for failing to create an exceptional Customer Experience. We strive to offer quality services with great customer service. Your situation brings to our attention that we have room for improvement and we take this seriously.Consumer Response

I am not receiving the stated service that I am paying for after 7 months of interrupted service. Shaw is using inaccurate speed tests. I have had bad internet service from Shaw for 7 months now. I have switched equipment 3 times and had my service upgraded to find that I'm only receiving 1/2 of the bandwidth that I am paying for.Shaw will only acknowledge flash speed tests that corroborate their claims and refuses to acknowledge true html speed tests that prove their internet service is only providing half the service that I'm paying for. I am supposed to receive 60 mbps service, I am only receiving 30 mbps. I have spent 28 hours on the phone with Shaw trying to explain that the tests they use are hilariously inaccurate and only mirror the numbers they send to that server and that they are not using true speed tests.[redacted] They refuse to use any other speed test that isn't a flash speed test. Therefore they claim that they are providing accurate service, but they are not. I want a 50% reduction in my bills. Desired SettlementI want a 50% reduction in my bills. Retroactive and incumbent for a minimum for 1 year. I also desire Shaw to acknowledge that they are only using speed tests that accentuate their product claims and refuse to acknowledge true html speed tests that prove they are only providing half the bandwidth that people are being forced to pay a premium for. Business Response We have a senior Level technician setup for a Saturday July 2nd 2016 and we are doing everything we can to assist with Mr. [redacted] internet issues. We will provide additional details once the service call is completed.

Began using Shaw for internet and TV services. Shortly after service began (within a month), they began to cancel and take away services. Called to discuss alternate options, none were offered. Service being offered no longer matched what was initially agreed to and no longer offered any value to my family so called to cancelled TV portion. No fees or service charges were discussed when ordering the service and no fees were mentioned or discussed during the cancellation. Shortly after received an invoice for a $**0 cancellation fee. This fee is [redacted] excessive and [redacted] unwarranted because I would have been happy to continue my service had they kept the service the same as when I signed up for the service. They changed the service offerings and expect me to continue paying for the service that I no longer see value in. Desired SettlementComplete removal of this[redacted] fee. All equipment has been returned to vendor. Business Response We have come to an arrangement with [redacted] that resolves his concerns. [redacted] was happy with the resolution we presented to him. We have left him with our direct contact information if he has any further questions.

Complaint[redacted] We retired to a senior mobile home park [redacted] We had 2 different installers come to our home, one Dec 24, 2014 and the other Jan 04, 2015, neither called in fact the 2nd installer was late and did not think it was important to call us. We still need a third appointment because installers are unwilling to satisfy our service request for a Gateway installation and 2 new line outlet locations for our home. [redacted] we have been invoiced (within 48 hours) but they have not yet provided the service requested [redacted] We are more than happy to pay for our requested purchase or service [redacted]The first installer (Dec 24) [redacted] chose to not clean up after his job, he left the cardboard boxes and other garbage behind for us to clean up. He would not satisfy our request for 2 new outlets because the request was not booked. However, for some reason he took the cover off the outdoor Shaw cable box attached to outside of our home and left all the wires and connections hanging out and exposed to the elements and looking very unsightly on our property.(see attached photo).The second installer (Jan 04) came to install the requested Gateway system but did not??? Showed him where the 2 new requested cable connection locations needed to be placed. We walked to the outside Shaw cable box location and saw the cover was off and all wires hanging out [redacted] I brought this to the attention of the 2nd installer and asked him if he would leave all cables pulled out and expose and cover off on the side of his home. [redacted] he did nothing about it and left without putting the wires back and cover back on. He would not address the connection of 2 new outlets because the access cover to get under the mobile home had gravel on the outside of the cover and it would take some effort on his part to open the cover. As we just moved in and had no ability or tools to clear away the gravel from door the installer said it was not his job to move the gravel from around the door and walked away. I am sure this tech was allotted 3 hours to do this job but chose to walk away instead of helping to find a solution...His solution was to drive away. [redacted]Desired SettlementInvoicing and billing should not start if Shaw cannot deliver the requested customer order and service. Customers need to be heard. Provide the advertised service [redacted] Respect our property when working in and outside our home.Have a Shaw executive explain [redacted] Business Response First and foremost we would like to offer you a sincere apology for our delay in resolving your issues. We have confirmed that the services requested are now installed and functioning as they should be. A credit for loss of service has been applied and a review of our customer service has been submitted as feedback. Please accept our complete apologies for failing to create an exceptional Customer Experience. We strive to offer quality services with great customer service. Your situation brings to our attention that we have room for improvement and we take this seriously.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Shaw;Revdex.com [redacted]We were contacted by 2 different Shaw representatives. [redacted] and [redacted].While representative [redacted] wanted to make things right he disqualified himself and his offer by making excuses as to why things were done and left the way they were. This was not really appreciated and opened the door to us cancelling this transaction altogether.However when the 2nd representative, [redacted], called, he immediately apologized and took ownership of Shaw failing to create an exceptional customer service experience which was refreshing to hear. He also offered and applied a credit for our loss of service and promised a review of Shaw's service in this situation which was greatly appreciated.Our requested services were installed and satisfied by Tech. Op Supervisor [redacted] and Installer [redacted]. They provided a professional quality service with a great customer service attitude which I hope can be passed on to other installers.Thanks to [redacted] and [redacted] for they corrected the problem and brought the right customer service attitude into our home and saved this account for Shaw. Thank you gentlemen for a job well done.[redacted]