writerjess (okanagansun) wrote in bad_service,
writerjess
okanagansun
bad_service

Just install my cable! Please!

My bf made an appointment with Shaw cable to install our TV and internet ports between 2:00 and 4:00 on a certain Friday.

At 3:30 no one had arrived so I gave a quick call and was told the appointment was actually for between 3 and 5. Fine. I'll wait.

No one came by 5 so we phoned again and were told that appointments between 3 and 5 did not exist, and a manager would phone us.

The manager did phone, and told us that the cable guy came at 1:00 and no one was there. We reminded her that our appointment was for between 2 and 4, then 3 and 5, and she said they'd call on Saturday and come for sure.

No call on Saturday, no cable guy. We called the manager back, but she was off for three days. I called customer service Sunday and they said someone would come Monday.

Monday: my bf phoned cutomer service to find out what time they were coming, and was told they weren't coming until a week later. He explained how many different stories we'd heard, and the representative said "WELL SIR, maybe you should LEARN how to make and keep an appointment properly, and this wouldn't have happened."

O_o

He said it was actually Shaw cable who didn't keep the appointment properly, and she said "appointments are made for ALL DAY. You are expected to stay home ALL DAY until the cable person comes." Uhhh, we were told between 2 and 4, and we were home then. She said "you're WRONG, that's not how it's done. It's not MY FAULT that you don't know how to make an appointment."

She was yelling so loud I could hear everything she was saying through the phone, and I was on the other side of the room.

I heard her threaten to hang up on him, tell him he didn't know what he was talking about, accuse him of inappropriate behaviour, and I heard the word "WRONG" about a dozen times. Finally he hung up on her, because she refused to help us, and tried to say she didn't have a supervisor we could speak to and that no one would be available to call us back for at least 24 hours.

It took two more phone calls, but our cable was finally installed. Thanks a lot, Shaw. If Bell satellite had an internet package, Shaw would definitely have lost a customer.
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