Shaw Cable has come in and out of my life over the years. One of the perks of not being locked into a contract is that I can come and go as I wish. And I do. Sometimes it’s for economic reasons. Sometimes it’s for amount of usage. Sometimes I just do or don’t wanna have cable. This last go around, highlighted a particular question for me around customer service: How much information should a company tell you about their service costs and charges ahead of time?
Here’s a breakdown my situation:
1) I had internet only, which comes to about $80 a month.
2) I added basic TV for just shy of $20 and a collection of channels for $35 (both monthly)
3) When I got my bill, it came to almost triple what I’d been spending. TRIPLE.
For the casual observer, they could assume the math would be 80+20+taxes=150ish? Maybe 160ish dollars?
Oh no, there’s costs around changes in the middle of a billing cycle and costs around projected use over the coming month, and I’m sure there’s an activation fee in there somewhere…should I have been aware of all this prior to my upgrade? It certainly wasn’t mentioned to me when made the changes.
Operator: “Absolutely sir, I can make those changes for you. Are you aware there are costs associated with making this switch?
Me: “Why no good sir/ma’am. I had no idea. But thank you for being so concerned about me and my interests. I will make these changes AND pay this sum. Jolly good.”
Well that didn’t happen. A quick scan of their website did direct me to the below video on how to understand your bill. It’s a great idea (though the video is a little dated) but didn’t really help me.
When I discussed the matter with the Shaw Cable representative, they were really helpful in trying to explain the charges. There seemed to be a bit of guesswork on his part as to why but he wanted to reassure me that the bill was correct. Of course I didn’t have a problem with the math, I had a problem with the unbelievable jump in cost. He didn’t really seem to have an answer for that.
So what would have made me happier about this experience and possibly enticed me to keep my cable with Shaw?
1) First Contact – When I first signed up for a cable box in the Shaw Store, the clerk I was dealing with barely acknowledged me for the first few minutes. They worked on my account, they talked with their fellow staff but didn’t even say hi to me or notice I was there until they had a reason to engage with me. Not a good start to this new relationship.
2) When I called to tell them I was cancelling my account due to the perceived monumental jump in cost, the clerk was really matter of fact about it. They didn’t try to engage or ask questions about my concerns. From a customer service aspect, they were efficient in getting me out of my contract…so that’s good. But they really didn’t work to keep me either.
When I’m signed up and using Shaw Cable, I’ve usually been pleased with their level of service and the personalities of those I’ve dealt with. I’m just looking at this as a missed opportunity to educate me and engage on my obvious shock and concern. So now I’m back to Internet only, more money in my pocket…and less shock and concern.
How has your experience been with your local cable company? Shaw or otherwise?
Download My FREE Guide
In this ebook, you'll learn 5 ways to level UP your customer relationships and foster retention.