What Cox knows about customer service

is precisely zero.

Some may remember some time ago when Cox lost several years of my archived e-mails, with nary an apology or, for that matter, ever actually understanding the issue.

Last week, they brought me a new (software updated) cable box.   Why they can’t do SOFTWARE updates remotely is another completely different issue.  It was probably some combination of software and hardware, but who knows.  The technician left before the box came on line, then I had to call him when it never did.  Apparently he had to call in and have a signal sent to it.

From that point, the thing re-booted two to three times a day.  When it came back from the re-boot, it did so at FULL VOLUME (yes, very loud).  On Sunday, it went into re-boot and never came out.  I called Sunday night for help, and was told I’d need a new box.  I told them I expected it on Monday.  Monday comes and goes; no tech.  When I called Monday night, they said “between 12 and 2” on Tuesday.  I had a doctor appointment, but arrived at home on the stroke of 12.  The tech had been here 15 minutes earlier, and left a message for me to call and reschedule.  Yes, I have to reschedule for their error.  (What if I’d been in the bathroom?)  When I called at 12:10 saying I wanted a tech here today, they said they’d send an e-mail to dispatch and someone would call me.  At 3, no call so I called back, only to be told I’m on the schedule for  tomorrow.  I don’t know what Cox thinks it is, but this is NOT customer service.

On to billing – I want credit.  Agent gives me a small credit, then offers me a premium package free for four months.  I’m complaining that they’re losing a customer, and they’re trying to upsell.  When I told him I had no desire for that premium package, his next comment was “It’s only two mistakes in eight years.”  Two ginormous mistakes, but he can’t see that.

All it would have taken for them to keep a customer is “Yes, Ma’am, we were early.  We’ll have him there before 5.”

To switch services, I have to change e-mail addresses with countless numbers of people.  Again, I pay for their error.

Customer service my ass.

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