Comments on: Cox Communications Customer Service

By: Tech Support Girl

Tech Support Girl — Tue, 16 Feb 2010 05:20:57 +0000

I am pretty sure I am the Tech Support Girl who spoke to Shanti a few years ago.

By: Tech Support Girl

Tech Support Girl — Tue, 16 Feb 2010 05:20:10 +0000

I finally quit that job after 3 1/2 years! I am so sorry to all of the people that I had to lie to on a daily basis. Seriously guys go to DSL or anything else. There were “outages” almost every single day. We were never given any information at our call center we were only told to tell you a technician is working on it or has been dispatched to work on it. Also Cox outsources a lot of the tech support calls. I never had the misfortune of having Cox services as I was working in one of the outsourced call centers in ND. I also have to tell you that the technicians have a whole 2 weeks of training in a classroom and 2 weeks of training on the floor (OJT). They have a computer in front of them that gives a “script” for what can be handled. A monkey could have done my job. After doing the basic power cycling of the modem and bypassing the router there really isn’t anything else that can be done with the techs over the phone. We either blamed the router or the modem or we had to transfer you to another group called Tier 2 or we had to schedule for a tech to come out. If the automated system doesn’t help then I can almost guarantee that getting a live person on the phone will not help either. Another thing, asking to speak to a manager is not going to get a manager on the line. When you ask for a manager you get someone called a SED, Supervisor Escalation Desk. These guys are just a higher up technician. If you ask for their manager you just get another SED. I have seen customers passed down the SED row and make it to the very end of the line until they seriously believed they had made it as high as they could in managers. I have sat through thousands of phone calls and did what I could (nothing) to help out. It is very sad but true. So just a word to the wise, avoid Cox like it is the plague! And if you have to take the service, as soon as your services stop working call in and demand a credit! It may be just a buck or so but still demand it. Continue to call in and demand a credit every single day that you do not have service! We were trained to not offer the credit and to only give it out when it was asked for. Again I must say if at all possible avoid Cox!!!

By: Rick Ballard

Rick Ballard — Mon, 09 Feb 2009 22:05:49 +0000

BEWARE! I struggled with the disconnects and lack of ability to connect for three years before switching to FIOS last week when it finallly became available in our neighborhood. Little did I realize that the instant Cox received my disconnect order, they shut down my email address @cox.net, which means I can’t get my several emails that I had archived there for safekeeping. If you plan to swicth internet service providers and you use cox.net email service, make sure you copy and paste all your critical emails BEFORE you discontinue service. Since cox.net makes a good stream of income with banner advertising, it seems like a very poor business practice to retaliate against customers by shutting down their email accounts, with no warning whatsoever.

By: Sharon

Sharon — Fri, 04 Apr 2008 00:27:24 +0000

My husband has Cox high speed internet..nothing but problems since installed one mo. ago. Called for help. However, when you finally reach a customer service tech.(waiting forever) he says, we have virus because we have high speed internet..they will fix it over the phone for $195.00. ..Since, we have their anti-virus …this makes no sense.??? Told tech we had dial up before..no problems, just slow..He said, because we have high speed internet easier for virus’s..Not able to get on slow dial up….HUH!..Now have to re-boot. to use internet…shuts down & freezes up..Disgusted with COX & the attitude…Our niece and neighbor also, have the same problem…seems to me it’s Cox internet problem.

By: jean clark

jean clark — Fri, 14 Mar 2008 16:45:21 +0000

I/m having problems with cable reception on Viper chan 3There is interference with static like sound and blurry like pictures.I don”t notice this on other chanals. Troule findin a complaint site. Thank you Jean

By: Service Untitled

Service Untitled — Sat, 01 Sep 2007 03:14:49 +0000

The amount of people that would pay for a company that provides a regular product/service with great customer service is pretty surprising. A lot of people value service.

By: Shanti Braford

Shanti Braford — Fri, 31 Aug 2007 21:43:17 +0000

Thank you for the link & recommendation re: DirecTV.

I think your comment via email was poignant — that some big companies (like Ritz-Carlton, BMW, etc) really have managed to keep customer service a huge priority.

I would almost be willing to pay for the BMW of phone/cable service if it really was that nice, etc.

By: Anonymous Cog

Anonymous Cog — Mon, 13 Aug 2007 20:08:10 +0000

Hi,

Thanks for the link. FYI-I finally found a job outside of the call center and am leaving soon.

see ya,