Long wait times chat and phone

[Rowhag]

Hey Rogers/Shaw.

Having an email issue this morning (it doesn't work, did not change anything on our end, just woke up to it not working). So I started a chat with your chat bot, didn't get very far and had to switch to an agent. Before I could get anywhere I had to fill in the form with name, email etc.  Then after a few minutes an agent responded.  Except their responses where every 2-3 minutes. Very slow responses, my time is worth something also. Then the agent sent me the same form to fill out again. what ? I just did this at start of chat. This is why people get frustrated. I requested a bit more promptness and was told they were helping multiple customers and if I want a fast resolution I should call the help line. Which I did and now on hold for 1 hour and counting at this point. ( writing this while on hold).....

It is a Tuesday near mid day. Besides the usual "where are experiencing heavier than normal call volumes or we are very busy" replies, I am wondering what is considered an acceptable amount of wait time for a customer?  I feel anything beyond 10 minutes is excessive. I know it is not the agents fault or people responding to this post ( if I get a response).  Please pass this on to your upper management etc.  as "customer service or support this can not be called.

There is/was no option for call back, so kind a feels like being held hostage, if I want email, I must just wait. feels like Rogers/Shaw does not care.

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[RogersZia]

Hello @Rowhag and welcome to the Community!

I know the wait times have been high of late, and it's not always ideal to stay on the phone for hours. We are trying our best to get to all the customers as quickly as we can.

For account and technical support you can message us via PM @CommunityHelps. As always you can also send us a message through Facebook Messenger, X, or Instagram. Even if all the reps are busy, you can still send us a message and feel free to go about your day until one is available.

RogersZia

[Rowhag]

Thank you for the reply, those are contact options if one has those accounts. But still doesn't address the lack of promptness by Shaw. I was finally answered by an agent at about 1hr 5min. I guess Shaw saw 3 attempts from a 3rd party to access this account ( possibly a hack, but Shaw would not give any more info.) In light of the 3 attempts, Shaw locked our account (I do appreciate this instead of being hacked). The sad thing is the lack of communication by Shaw. How were we to know that this was the reason we could not access our account. No notice or anything from Shaw. ( error codes did not point us in this direction). A Friendly email, text or statement after trying to log in stating "your account has been locked and to contact Shaw" would have been appreciated. Again, it is all about communication, or the lack of. Why not a call back system on the phone? Shaw use to have this option before the buy out by Rogers.