** I've posted this on Shaw forum 3 times now. First one lasted 32 minutes. Second - 5 minutes. Third - 17 seconds ****
To ironically coincide with internet rate increases by Shaw due to the implementation of usage based billing (UBB), we can now look forward to increases in our basic charges as well. If I could be assured that these increases were in fact going towards updating Shaw's infrastructure I wouldn't have a problem with them. But there's really no proof that that will happen.
This posting is courtesy of dslreports.com :
http://www.dslreports.com/forum/r254267 ... -Documents
[BC] Shaw April 2011 Rate Increase - Internal Documents
***Here is ALL internal info available to Shaw employees about the new rate increase April 2011. I attached the actual PDF that breaks down the increases per package, a photo of what your bill will look like to explain and all the info about what they expect employees to say to the FAQ***
April 1, 2011 Rate Adjustment
Customer Care Pit Session Information- Residential
On April 1, 2011, Shaw will implement new Residential rates.
Rate Adjustment Overview
Residential
Basic Cable +$2.00
High Speed Lite +$2.00
High Speed +$2.00
Extreme +$2.00
Rate Adjustment Overview
Commercial
Basic Cable +$2.00
Entrepreneur +$2.00
Entrepreneur+Extreme +$2.00
SOHO +$2.00 SOHO+Extreme +$2.00
Business +$2.00
POS +$2.00
POS Reseller +$2.00
High Speed +$2.00
A rate increase provides us with a valuable opportunity to re-sell the value of our services and educate our customers with all our latest new offerings
When handling rate increase calls, please take a few moments to ensure the person you are speaking with is a Shaw customer and you have their account open. Keep in mind that some callers could be from the press or from a competitor
As per our standard practice, all media calls are to be directed to Peter Bissonnette’s office at (403)750-4500.
Conversation Points
Committed to Value:
• We recognize that it is difficult to manage rising costs
• We strive to keep our services affordable while continuing to add value…Provide examples of value adds and reinforce our service support
• We operate in a highly competitive environment; we know that it is important to deliver strong value and quality services to our customers
• “Let’s have a look at your current services and see if there are any changes we can make to make this adjustment easier on you” (Take time to work through the details of the customer’s account)
• There is an opportunity to offer a one-time Loyalty Care service adjustment in escalated situations. This must be discussed with a supervisor before being offered
Committed to Investing in Our Network for the Future:
• People are using technology different ways. This puts demands on our network and bandwidth
• These rate adjustments provide us the opportunity to continue to advance our network and invest in our infrastructure so that our customers receive an enriched experience that continues to meet their needs
• Infrastructure requires maintenance and upgrades in order for us to remain competitive and deliver the best customer experience that we can
Committed to Customer Experience:
As technology advances we are committed to keeping our network and infrastructure growing to meet the expanding needs of our customers
• We take pride in offering a variety of services and bundles so that we have something for every customer. We want to ensure our customers are subscribing to the products that are right for their needs
• As part of our commitment to providing our customers with exceptional entertainment experiences, we have made several product enhancements (see below) since the last rate adjustment
• Use this opportunity to re-sell the value of our products and services. Educate customers on all of our latest offerings and upgrades (see below)
Product Enhancements:
Shaw works hard to provide even more value with each of our three primary products. Here are a few highlights:
Internet:
We have increased the speed for Warp from 25Mbps to 50 Mbps and upload speed of 1Mbps to 3 Mbps
We have introduced our customers to remote SMTP
The new release of the Shaw Support tool – a free tool for Internet customers to get quick help and information
Access to features like Shaw Secure, Webmail, Video Mail and Photoshare, along with six levels of Internet speeds
Digital Phone:
Free unlimited calling between all Shaw phone customers across Canada with Shaw to Shaw Calling
Call Display included with all plans
Competitive long-distance rates like 4¢ within Canada and to the US
Channel Launches:
We have seen the launch of several new channels including:
• Sportsnet ONE SD and HD
• Oasis HD
• HGTV HD(coming January 31)
• Silverscreen
• Movieola
• Bite TV
• Pet Network
• Sundance Channel.
• LS Times
• Al Jazeera
• Russia Today
Shaw Video On Demand:
We have launched the free VOD app providing customers with access to the entire VOD library
More new and free content on VOD
Many movie titles available the same day they are available in video stores
Hardware:
We have introduced a new low cost HD box for $178
Reduced the price of our HDPVRs
The launch of the Broadband VOD Player
Bill Message:
FAQs
You are increasing my bill for no reason – please reverse these changes.
We appreciate your position – and do our best to avoid making increases to your monthly bill. We only make these changes when we are facing increased pressure on our network and need to invest in our infrastructure.
The changes we’re making to our rates will help us with supporting future advancements like new technology, products and features.
I’m an analog customer, and have been told I need a digital box. Now you’re raising my rates $2 a month.
We are undergoing channel changes at the same time that we’ve let you know about rate increases. Some of our customers will experience the move of two analog channels into digital locations, and require a box to keep experiencing this programming.
Because of the ways people are using technology today, we have to make this analog to digital transition to benefit everyone in the long run. Moving channels from analog to digital frees up valuable bandwidth, so we can bring you faster Internet speeds, more HD programming and Video On Demand.
As part of this change, we need to continue to invest in our infrastructure to make sure we stay current and can keep providing you with the entertainment experiences you’re used to – so are raising our rates in order to be able to do that.
Why are all these changes happening at the same time?
We’re focused on the future at Shaw – and on how we can improve how we deliver our services to you. Ultimately, we need to invest in our infrastructure to keep bringing you new technology, features and programming.
The reality is that as people are using technology in different ways, it puts demands on our network and bandwidth becomes an issue.
Does this have to do with Usage Based Billing?
These changes are part of a broader change in how people use technology – not specifically related to Usage Based Billing. Across the board we’re seeing increasing demands on all of our Shaw products, including Internet. The rate increases to your Internet product are a result of Shaw investing in our infrastructure to keep delivering the same experiences you’re used to.
A small portion of our customers use a large amount of bandwidth that affects the Internet experience of our other customers. Sometimes this is a result of our customers not subscribing to the plan that fits their needs, something we’re happy to help with.
For those customers that consistently exceed their bandwidth changes, they’ll be charged to pay for their usage above the specified limits. This helps us account for the costs of our Internet product, and allows for a better experience for the rest of our customers.
What additional service will I get with the increases to my bill?
Shaw provides our customers with a variety of add-ons and valuable features – including:
• Home Phone: Free unlimited calling between all Shaw phone customers across Canada with Shaw to Shaw Calling, Call Display included with all plans, great long-distance rates like 4¢ within Canada and to the U.S., with no administration fees
• Internet: Access to features like Shaw Secure, Webmail, Video Mail and Photoshare, along with several levels of Internet speeds
• Television: Increased HD content, innovative programming like 3D-HD, access to increased Video On Demand content, launch of the Broadband VOD Player
• Business: Shaw to Shaw Calling, Voicemail to Email, Simultaneous Ring, great national and international long-distance rates, Toll-Free Numbers and Audio Conferencing Service; Shaw Secure, Webmail and four levels of Internet speeds; increased HD content, 3D-HD programming, access to PPV events such NHL Centre Ice and NFL Sunday Ticket
I’m a Shaw Business Customer – why are my rates going up too?
We do our best to avoid increasing the costs of our products for all customers – business and residential. The changes that are happening for our Shaw Business customers are in line with the residential rate increases, and will help us continue to support making enhancements to our network and invest in our infrastructure.
Conversation Points
Committed to Value
• We recognize that it is difficult to manage rising costs
• We strive to keep our services affordable while continuing to add value…Provide examples of value adds and reinforce our service support
• We operate in a highly competitive environment; we know that it is important to deliver strong value and quality services to our customers
• “Let’s have a look at your current services and see if there are any changes we can make to make this adjustment easier on you” (Take time to work through the details of the customer’s account)
• There is an opportunity to offer a one-time Loyalty Care service adjustment in escalated situations. This must be discussed with a supervisor before being offered
Committed to Investing in Our Network for the Future:
• People are using technology different ways. This puts demands on our network and bandwidth
• These rate adjustments provide us the opportunity to continue to advance our network and invest in our infrastructure so that our customers receive an enriched experience that continues to meet their needs
• Infrastructure requires maintenance and upgrades in order for us to remain competitive and deliver the best customer experience that we can
• Internet traffic has increased 43% since this time last year. The demands on our network are high and we must continue to upgrade so we can continue to offer the same great level of service our customers are accustomed to
Committed to Customer Experience:
• As technology advances we are committed to keeping our network and infrastructure growing to meet the expanding needs of our customers
• We take pride in offering a variety of services and bundles so that we have something for every customer. We want to ensure our customers are subscribing to the products that are right for their needs
• As part of our commitment to providing our customers with exceptional entertainment experiences, we have made several product enhancements since the last rate adjustment
• Use this opportunity to re-sell the value of our products and services. Educate customers on all of our latest offerings and upgrades
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