I need to vent and spread the word about Cox Communications. The last couple of weeks we have been back and forth with the customer service because our cable has been having issues. The picture would freeze every couple of seconds so we called and had a technician come out to solve the issue. The guy said that the main line in our complex had some sort of issue and this was a problem his superior had to come fix. So he said he would put in a work order for them to come look at it. We didnt get any notice to confirm if this ever took place but the cable seemed to work better so we figured the problem was resolved. Not even a week later, the cable freezes again. So once again, I called customer service and explained to them what was going on. The agent informed me that the technician was wrong and the issue had nothing to do with the lines, that the problem was our cable box. So he advised me to go to the nearest Cox store to switch out the cable box. I was so skeptical at this point, didnt know who to believe, so I asked him was he 100% sure that the cable box was the issue. He persistently said the box was the issue and that it should be fine once we switched it out. So I go and get a new box today and come home to hook up the new box, just to find out that the cable was still freezing. At this point, I am so frustrated with this whole situation but decided to call customer service again to see what their explanation would be this time around. After speaking to yet another agent, Trevor decided to get the supervisor on the phone. After being on hold for more than ten minutes he finally gets her on the phone. When he explained to her what was happening, the only thing she could offer us was to send another tech to see what was going on. He explained to her how annoying it was to be paying for a service that hardly ever worked and stressed the fact that we have called customer service at least ten times this month. Not once was there an apology for our inconvenience but instead she just tried to shut him up by saying there was nothing she can do for us if we were refusing their services. I was so livid listening to their conversation, I told him to just cancel the service. So Trevor tells the supervisor that we are just going to cancel and she puts him on hold to transfer him to the cancellation department. He was yet again put on hold, just to get an automated message that their normal office hours were closed. WTF!!!! How can the supervisor not know that they were closed? Of course she knew! She just didnt want to deal with us because she knew it was completely valid for us to be as upset as we were. I so wish it was me on that phone because I would not have just let her dismiss me like that. Where is the professionalism?!?! Their so-called customer service?!?! Cox is supposed to be a really big and well known company who strive on their customer service. Our situation clearly proves that this is not the case. With this being said, they get a big fat F for their service and how they train their workers. Not only were the agents and technicians clueless about how to fix simple issues, but their management suck ass in acknowledging their customers and making them feel like they are valued. Cox, you lost a customer today and at this rate, youll be losing a lot more in the future.
Posted on: Fri, 28 Mar 2014 02:05:54 +0000
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