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I am sending this letter regarding an abusive staff member. Shaw has yet to respond, when letter sent weeks ago.
SHARON D. JANZEN
255 Queen Tamara Way SE
Calgary, AB
T2J 4E6
October 3, 2023
SHAW HEAD OFFICE
1Suite 900, 630 3 Avenue SW
Calgary, AB
T2P 4L4
ATTENTION: CUSTOMER SERVICE
RE: ABUSIVE COMMUNICATION BY LANDRY [protected], CAUSED ME AND MY DAUGHTER NEEDLESS STRESS
This letter is regarding Landry in IT yelling at me which was not helpful. Originally, my family and I were watching TV, and the screen would freeze and totally turn black. At the time the other Television screen froze as well. This resulted in another rude Technician coming over. He determined the dish was operating correctly and it was probably the receiver; however, this was not something he had knowledge of. It was quite interesting; when my daughter came into the room, his attitude changed to a more pleasant one. This Technician left.
UPDATE, 23 10 02
In the afternoon on October 2, 2023, I called Shaw for Technical Assistance. I explained the history, because the issue with my Television and Receiver was malfunctioning again. This abusive Agent had me do the usual, unplugging and re-plugging the equipment. Landry got so impatient and abusive seemingly because it sounded like he not to believe me, especially, when I informed him his instructions had been followed. Every-time he gave me instructions, it was in a yelling tone.
In frustration, Landry was informed I would have him speak to my daughter. When she took over speaking with Landry, he was abusive to her, despite his directions being followed. Eventually, my daughter informed him, his behavior was rude and she wanted to speak with his Supervisor. Landry, informed her he did not have a Supervisor. My daughters response to him was, her boyfriend was an Operations Manager and she knew he had to have a Supervisor. Landry’s response was, “if this is the case, why don’t you ask your boyfriend to help.” My daughter said, “we are paying for a service.”
Page two cont’d
SHAW HEAD OFFICE
Page two
October 3, 2023
Some of Landry’s remarks to my daughter were:
“Don’t you know what a TV is?
“Don’t you know what a Receiver is?
Landry also did not want to give his ID number, but eventually he did. This agent may have been from Quebec, as I have family and friends from there.
MY CONCERNS
Why is this Technician allowed to yell at your customers? How does this
Enhance your already deteriorating reputation? Please listen to the recording
of our conversation.
My daughter did call her boyfriend and his opinion was it was a malfunctioning
Television. We won’t know until another TV is acquired. It is a nightmare
calling your company because of voice mail hell and being on hold for one
or two hours. I am rewarded by having to speak to abusive staff.
How can you help? Your response to this matter is most appreciated. I can be reached at [protected]. I would appreciate a response to this letter.
Yours truly,
SHARON D. JANZEN
Desired outcome: I would like Shaw to call me.
