It all started when Shaw switched over to digital late last year. Our main TV in the living room was OK, we already had a digital box for it, but we also have sets in our bedroom and the playroom which lost most of their channels, including most of the kids' favourites.
Sure, we could pay extra for more digital boxes, but as customers we were offended to be asked to pay more simply to continue receiving a service that we were already paying for. We were quite happy with the old service, thank you very much.
The whole thing reeked of extortion.
So we shopped around.
OK, Ali shopped around and did all the research and phone calls. I don't really watch TV so I have no interest in this side of things.
With Telus, she priced up a package that looked like a much better service for less than we were currently paying. So we arranged a date for them to call in, and phoned up Shaw to cancel our account.
This is where things got strange.
Shaw said they didn't want to lose us as a customer and would cut us a deal. OK. What have you got? Looked at the price and it seemed at least comparable and better than what we currently had. Double-checked with Telus only to find that the price we thought we'd be paying didn't include all the equipment and so would work out more. Shaw now ahead by a whisker. Checked back with Shaw, only to find that they hadn't included everything either.
So we were being ping-ponged back between two sets of customer service departments, both claiming to want our custom, but somehow the price kept on going UP.
Ummm...if you're trying to entice someone, isn't the price supposed to go down?
In the end, thoroughly frustrated, confused, and trying to cut through all the murk of features and offers that were being dangled in front of us to cloud the true price and which, although they sounded good on paper we realised were actually of no value to us, we were at this stage...
When we did the analysis, we also realised that Shaw weren't actually cutting any kind of deal anyway. Cut away the fluff, and it all amounted to "pay us the extra like we asked you in the first place".
This does not make me feel valued.
So we will soon have a new service provider.