Archive for September, 2009
It’s not just Shaw Cable. I have had the same problem with Telus and other organizations that have call centres for their service work. It just seem to me that they hire people to man the lines, give them some basic knowledge and then turn them loose on their unsuspecting customers. And if they can’t solve your problem using the few tricks they’ve been shown, they simply try to find a way to bullshit you off the phone. Perhaps a little harsh, but here’s my story.
We bought a new flat screen TV and decided to also buy a PVR unit from Shaw (marked down $150 from the original price of $650) which would upgrade us to HD and also give all of the recording advantages that go along with the unit.
To make a long story short, when I hooked it up to the TV and called Shaw they couldn’t get it to work. (One of the reps I talked to said she was going to “force” a signal through, which I thought was interesting technical terminology). It was decided that the signal into the our unit was too weak (this turned out to be the case) and booked me for a technician’s visit. The best we could negotiate was a time about 10 days down the road. Fine.
When the anticipated day arrived, so did the technician. Good guy. Weak signal, which he was able to fix. We checked the HD channels and they were all there. The problem was solved, or so we thought. But we made the fatal error of not checking all of the other channels.
After the tech left I found that almost all of the lower channels showed up as unsubscribed. It was weird in that between channels 3 & 50 I was only receiving channels 4, 5 and 30 and was also missing Fox news on the digital end (which I assumed could have been part of a far left conspiracy).
Called Shaw again and was told that they would try to get the technician back, but after a few hours had passed and no tech, I called again. Nope, the technician couldn’t come back today – hadn’t anyone called me? This new service rep tried all of the resetting again to no avail and said that she would book another appointment with a technician, but it would be a while.
And I said – “This is not satisfactory. If I don’t have a technician here by tomorrow, I am bringing back the PVR for a refund and I going to look at satellite systems”. And she said, “Let’s not be hasty, let me go and check something”.
Shortly thereafter I had all of my channels back. Turns out – according to the rep – the channel codes were wrong and they had to be manually inputted. I’ll accept that explanation, but I was pretty damned sure that the problem I was having wasn’t at my end and if the technician had shown up another week down the road he would have just phoned the Shaw office and told them to fix it.
It was a day of high stress levels.
I have tagged this posting under “humour” as I am sure that some day I will see it as such.
In his excellent and interesting book, The Outliers, Malcolm Gladwell posits that those individuals who achieve brilliance in what they do – examples being Bill Gates, Tiger Woods, Michael Jordan, to name a few – expend in the area of 10,000 hours of practice to achieve the mastery of their given pursuits. (A fascinating book and highly recommended.)
Which is a segue into this YouTube video featuring some musicians who have obviously put in their 10,000 hours.
Thanks to Instapundit for the link.