Posted by ScottBlogs | Posted in general | Posted on 11-01-2010
Tags: business, reviews, television
We have been loyal customers of Shaw Direct (Formerly StarChoice) since 2005. Five years of paying our bills on time and enjoying their programming.
We have been thinking about getting an HD PVR for a while now, and their prices are around $500. Currently Bell has a deal on where new accounts can get one for $299. We decided to call Shaw Direct to see if they would match that price and send us out a PVR. They said no.
We told them that we would cancel our account and switch to Bell – the girl on the other end said, “Okay, well, have a nice day then”. Are you serious?
Shaw Direct really doesn’t want our service at all! Back in the “StarChoice” days, customer service would bend over backwards to keep a customer happy – since their acquisition things seem less customer oriented. (see my Post “Free HD PVR – But Not Really” from last year for another Shaw Direct experience
To top it all off, we are saving by switching – in the long run!
The Numbers
Stay with Shaw Direct
$39.99 / month + tax = $537 (for 12 months)Switch to Bell
HD PVR Cost + tax = $446
Service + tax (@ $25 promo rate) = $336
$200 Promo Credit (for PVR purchase) = -$200
Total Cost for 12 Month Period = $582That’s like paying $45 for the HD PVR when the dust settles.
BUT there’s more. The regular package price for the service is also $34.99 with Bell, an additional savings of $5 per month, so after 11 months of paying the regular service price, we will have recouped that $45, and after that we will start saving. So, basically, in the long run, all this will have saved us money, AND we will have the HD PVR. Can’t go wrong with this switch.
If you’re with Shaw Direct and want a PVR, you might want to consider switching…
Summary of why we are switching
- Great deal on HD PVR
- Lower monthly cost saves us money
- Better HD selection (more stations) in basic package
- Better Pay Per View selection
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As a former Bell sub, I can say
A) Read the fine print completely on the Bell contract
B) Good luck if they screw up your bill – you’ll find what real customer service is NOT
C) Simsubs galore – hope you like watching Toronto and Vancouver channels rather than US Nets.
D) Worst HD PQ in North America – a 720X1240 picture is really soft compared to Shaw/Rogers 1080X1920 resolution
E) If you buy extra sports packages, you’ll pay Bell more than anyone else in Canada charges
Remember in a Bell contract, you are liable for all charges over the length of the contract – but Bell can (& will) change the programming charges and packages when ever they want to.
Hi “Former Bell Customer”
Thanks for the comment. Just a few notes.
I agree 100% on “Good luck if they screw up your bill”. This has happened a few times and getting the issue corrected was a nightmare BUT in the end we did get what we wanted – that said, when we were with StarChoice (now Shaw Direct) the customer service was MILES better. StarChoice pretty much gave us whatever we wanted to keep us happy – except the Free PVR – which is why we went Bell. (still mixed feelings about the switch.
We get US networks just fine, and are able to watch all our shows no problem with proper time shifting… maybe we are just lucky?
When it comes to the picture quality, you are right, its not quite as good as others – generally speaking StarChoice had slightly better quality in some cases. most of the time Bell seems fine for us, but on occasion the quality is not great.
We don’t have much purchased for extra packages, the basic HD package works just fine for our needs, but good to know on the higher cost for sports etc.
We haven’t had any issues with them in regards to charge & programming changes. I know the same deal applies with cell phones – after 3 years with a Bell cell phone, we never saw any changes in our billing etc – perhaps we are just lucky.
Thx for the comment
Both have the same issues. I have been with Bell for 12+ years. In those years I have never got any promotionals for upgrades etc to existing loyal customers. I too wanted the HD PVR and had to shell out the $$ to upgrade everything, because only new customers could relish in a free HD PVR. I am seriously looking at shaw just for this reason and the the HD quality it has is not a big enough factor to pay for it.
If they could do something like the Cell phone company’s do.. with you contract you can upgrade every 2-3 years.. This way your not shelling out for expensive hardware upgrades etc…
I just wish both BellEV and Shaw would wake up and and recognize it’s loyal customers once and a while… Maybe then we would be convinced to stay!.
It’s a joke really. Customer retention is more important than getting new customers. A loyal customer will stick around forever. Treat them like crap, word gets around, and in the long run you lose business. I felt bad leaving starchoice/shaw direct after 5 years, BUT, a dollar is a dollar, and I am going where I can save the most money. StarChoice/Shaw didn’t want to humor me, so I now spend my money elsewhere.
Just thought I would mention that Starchoice was never “acquired” by Shaw (Well not in the last 10 years that is). Shaw has owned Starchoice for a looooong time, it’s just recently that they decided to “rebrand” it, as well as other Shaw owned services as “Shaw Direct”. This was done so it’s name directly reflects it as being under the Shaw umbrella of companies. Much like Bell rebranded “Expressvu” to simply “Bell TV” last year also.
In any case, both companies do have their ups and downs, but I really hope you don’t have to deal with Bell customer support anytime soon! You will fast realize the difference between Canadian customer support call centres and Indian customer support call centres. (Shaw direct CSR’s are from Mississauga I believe, whereas unless you are a new customer speaking to the sales line, Bell will have you speaking with someone in India/Phils…onoes!).
FTR I use Shaw Cable personally, but have worked selling both Bell and Starchoice in the past.
Cheers!
Thanks for the comment. I did have to deal with Bell support for a few issues, but most of which were a faulty PVR, which they replaced… 3 times! Ultimately the problem was resolved however, so at least that is good.
When I was with StarChoice, their customer service was fantastic, so I never had a beef there – but now with Bell, not only did I get a free PVR, but my monthly bills are still less – and haven’t had a problem in a LONG time. So fingers crossed that it stays that way!
What a difference a month or two can make. In mid-June, compare Shaw Direct versus Bell. You will find Shaw Direct has a better promo especially regarding a DVR. Shaw Direct lets you own your own HDPVR for basically $200 after the dust settles. They also are acquiring access to a new satellite later this year which should help greatly on their programming offerings. Right now, it looks like Shaw Direct is trying harder to get and keep customers. Eastlink TV? Let’s not talk about them. That’s why I’m researching Shaw Direct and Bell!
I am looking to switch to Shaw (from Bell) for a completly different reason. I should say for the most part I am happy with Bell TV although I whould like to upgrade to a HDPVR and Bell really doesent care that I have been a Bell TV customer for almost 8 years. $500 please.
The main reason I want to change is Bell’s attitude towards Snowbirds who take their dish and receiver south with them. Big no no with Bell but not so with Shaw. Bell will actually cut off your service if they find out you are using your satellite receiver out of the country. This is not hearsay, I know someone that this happened to. I was told once it had somthing to do with the CRTC, so why does it not apply to Shaw? I do also know Snowbirds who think cust service fron Shaw is wonderful (from the US too). I’m researching the details now.
When we were with StarChoice (Now Shaw Direct) We had the best customer service experiences EVER. If it weren’t for ultimately getting a Free PVR by going with BELL, we would have stayed with Shaw Direct.
Good luck on bringing it south of the boarder, hope that works well
I suspect that Shaw should not allow it, but they just turn a blind eye, but not really sure.
i just switched to shaw direct biggest mistake i ever made. first of all installation isnt free like they told me. second they say there is no contract but try to cancel , they want all the equipment that u paid for back with no refund and they charge u 200$ cancalation fee. that is not a company that i would have done business with had i known.
@ Calvin Smith,
The Reason SD wants you to send back the equipment or pay that cancellation fee is because when they set up a customer they are roughly 700 dollars in the hole for the actual cost of the dish and installation that you don’t pay for. Each time they send out an installer it costs the company roughly $200 for the installer (Time/Labour) Roughly about $100 for the dish and $100/Per line and thats at 2 free receiver installs so $200 thats a lot of money and if you cancel your service within a year they need to get that money back some how. SD subsidizes the cost of their equipment just like any other company. The actual cost of acquisition is far more money than customers realise.
I was with Bell Satellite for 3 years, then Shaw Direct came knocking on our door one evening. The salesman did a great snow job on us, and promised us all sorts of things, which we never got. Even after complaining to Shaw Direct, they wouldn’t stand behind us, and to solve the problem, they offered me more channels for 6 months.
One of the first things I noticed when I went from Bell to Shaw, was picture quality….Shaw was not as clear Bell when it came to HD, which really disappointed me.
So after 8 months, I called Bell, and was offered more channels (including HD), a free PVR and free installation, if I were to go back to Bell. So I canceled my business with Shaw, and they wanted to charge me $ 200.00 cancel fee because I hadn’t stayed with them for a year….which I was told in the beginning was 6 months, not a year. However, they told me if I were to send back (at their expense) the HD and Digital recievers, they would wave the $200.00.
I too never liked the fact of speaking with someone in India or some other Country, but so far, everytime I’ve called Bell, I have spoken to someone with no accent, sounding very CanEHdian.
So now I’m signe up with Bell for 2 years, and hopefully I won’t be searching for a new Satellite supplier after my term with them. I agree that Shaw AND Bell, could do much more to keep their “Existing” clients, rather than just catering to the New client. Time will tell I guess
I too should also mention, that Shaw Direct, will not reimburse me for the receivers (that I purchased). They told me they would charge me $200.00 if I didn’t return them, which is really blackmail. So they are basically taking back what I paid for, and telling me to buzz off. They will REALLY have to changer their sales pitch before I would even consider going back to Shaw in a couple of years. So yes, they do sweet talk to you when you call…..just as long as you remain their client. Tell them you’re cancelling, and you will see a very different side to them. When I had cancelled with Bell the last time, they took back the receivers, even sent me post paid boxes to send back at their expense. They even left me with their satellite dish. They gave me a new one when they returned to install again….no charge for anything….including the HD PVR. Lets see Shaw do that. I know I made the right decision this time.
I am with Shaw since 3 years now. I got the DR500 with them, now I am trying to have their new HD PVR. I requested to have the monthly payment they said NO, they ned me to pay the total amount. I am thinking switching to Bell. Can someone help me to know if I am doing right.
Thank you
Anybody who wants to go Bell should take a serious look at this person’s blog I found today:
http://mybellmyhell.blogspot.com/2011/07/bell-canada-could-this-be-worst.html
After a recent experience of being lied to by Bell Internet,,overcharged and having to hassle them and getting only a partial refund -all because a CSR knowingly,or unknowingly lied offering a ‘free modem and free shipping’ and what with all the Bell TV horror stories I hear(even from my own sister….every time there’s a strong wind,it blows the dish out of alignment[because Bell installed it on the Facia Board!] and after the first time,Bell said they would charge them to come back…and she says Bell’s CSRs are obnoxious)…then there’s the Bell rants on the Digital Home Canada Forum……ok,so Shaw Direct isn’t perfect,but we’re coming up on 10 yrs with them next January and have very few,if any complaints…..and while a “free PVR” sounds great….is it worth the price one has to pay?
I was considering changing from Bell to Shaw. I had received a flyer in the mail from Shaw showing 49.72/per mnth with over 250 channels and over 25 in HD. Presently, I pay about $90.00/month from Bell and I dont have a PVR. After reading some of your comments, I am beginning to second guess myself and stay with Bell.
I just got shaw direct with the hd 600 its around 300 channels + around 27 in HD, 25 bucks for 6 months then 49 after. You will not get a better deal. plus i own the 600 if i want i could sell it for 50 bucks and buy a 605 or 630.
So the moral of the story is “You’re damned if you do, damned if you don’t.”
Truth be told, the only reason we switched to Bell TV is VOD. ShawDirect has PPV, but you have to catch it at the right showtimes. Also, Bell PPV is less expensive.