In regard to Jane Stevens’ letter on wait times from Shaw et al (“Held hostage on the phone,” Nov. 5), I note that she has written to Shaw complaining and expects about a week’s wait.
To save her the time, I can essentially tell her the gist of the answer she will receive.
It will be a standard letter with all the “blah blah” about how concerned they are and how much they are striving to reduce wait times by hiring more staff, etc.
How do I know this?
Simply put, I have received the same response three times over the last four years and as a consequence of their “earnest strivings to reduce wait times,” the wait times have increased to about double what they were four years ago.
The whole thing is absurd as there is virtually always a recorded message saying, “We are experiencing longer than normal wait times.”
How can they constantly be longer than normal?
This is simply idiotic.
The bad news though is that Telus is even worse.
The only caveat to my frustration at Shaw is that their support chatline works reasonably well, but their telephone support service is beyond awful.
The solution is simple. We have to all migrate whenever it is possible to some service provider that really cares.
This will probably happen with smart TVs and competition in cable/satellite service.