Old grandmother upgraded to ignite+tv bundle from just tv. She has an old Motorola tv box. After checking her emails and chat logs when getting the upgrade there is no mention of returning equipment. There is also no return label or anything in her email. Now there is a 100 failure to return fee.
Edit: After speaking with 3 different reps through chat and phone, the solution that makes the most sense was to print out a shipping label they gave me and return with canada post. I don't understand why they want this 10 year old TV box back but sure. My grandmother will still be charged the penalty fee and the increased taxes on her August bill. They will rebate in the September bill but I will monitor closely.
I've recently cancelled my Freedom/Shaw internet because of the recent decline in customer service with Rogers purchasing Shaw. However, after multiple days trying to chat in their online chat service, I still have not received the return shipping label to send my modem back. Does anyone know if I can just take it in to a Shaw store? I tried taking it straight to Canada post and they said I need the return shipping label, but the chat support never sends it to me. I have the multiple chat transcripts too and in the chats I say I haven't received it and they just say to wait. I've checked all spam and promo filters in my email too, I haven't received it.
I moved out of Vancouver end of August. I tried to return the modem I was renting from Shaw to their Vancouver office on Cordova, but they closed at 5 PM and I couldn't make it there in time. Since moving, I have sent in three requests for a return mailing label so I can send back the modem and still haven't received anything. They said they would email it at first, then mail it to my new address, and then the most recent time assured me I would get it by email last night. Still nothing at either of the email addresses I've provided. Now I've gotten a threatening email saying they're going to send me to collections, even though I've been the one taking the initiative to actually return their equipment. For an internet provider, they sure suck at using the internet. What do I do now?
After I moved out I apparently returned my modem to Shaw a few days late. To be fair, the counter person at Shaw did tell me it was late but I offered to pay any late fee on the spot and he told me no, I'd just get a letter in the mail and there would be instructions for payment. Fine. So fast forward to about a month later when I went back to pick up my mail and found both a demand letter from Shaw for $20 with a threat they would send it to collections if I didn't pay right away and a letter from a collection agency saying they were retained to collect the debt. I wouldn't have minded paying a small penalty or interest but for them to send it to collections right away despite me being a long term customer who always paid on time was a slap in the face. They have absolutely no respect for their customers.
I tried to get a label out of TELUS and it turns out they have an arrangement with the post office. I just had to show up and say "I need a return waybill to TELUS". The postal worker reached under the counter and pulled out a pre-printed form and stuck in on my box. Trackable and no charge.
Maybe Shaw has the same deal with Canada Post?
Is this even legal? I left Shaw for another provider that has benefits with my employer. And to my surprise Shaw is charging me for unreturned equipment while I wait for the return label to be sent to me - deadlline is July 28-2024. This is ridiculous. Anyone went through this?
I have a few questions regarding the process.
If we want to return our PVR, can we do so at any official Shaw Store (not kiosk)?
I know for the modem, Shaw doesn't need white Shaw cable and RJ45 (ethernet) cable.
But does Shaw want the HDMI cable too with their PVR even though we have been using our own?