We are first time Cox customers and have had the absolute worst experience with this company hat we have ever had. VWe have requested a sleep telephone bland line for my 90 something parents. After Cox got thru with us my parents lost all connections to heir TV and we have been saddled with services we never requested. I have had at least 5 or 6contacts with customer service and IT and our problem still is not addressed eve though customer service assured me that the problems were fixed. Wrong the problems are still not fixed.vvi am ready to cancel our service and contact the Better Business Bureau to see if they can get our problems addressed. If anyone cares they should contact me at (hidden). Carol Bernstein
The service is outstanding. I have never had internet so reliable. The new Contour system where I can talk to the remote is amazing. Cox thank you and keep up the outstanding service.
This is my fourth day of interruption out of 8 days. Why? Tonight, once again, I spent 1:15 mins on hold waiting for technical support to answer. If you are having outages or maintenance, why not post on FaceBook, Twitter, etc. When the customer finally gets through to a representative, you receive the most inane responses from your reps. That includes your supervisors. I really could go into great detail about the frustrations I (and most of the Phoenix area) have experienced lately. This is terrible customer service. You need to consult with another company regarding this problem. Your representatives have sent a technician to my house only later to discover you were having outages. Come on, I've been a business owner, this costs you money and frustrates your customers. Because of the inordinate interruptions in service in last two weeks, I am requesting a refund to cover lost revenue from no internet and loss of entertainment due to no television. You can reach me at 732) 939-6298 or (hidden). Thank you, Jan Cogen
This company has the worse customer service and we would not recommend using APS for anything.
Where is there an employee who can resolve our major problem since customer service is useless.
This is the worse company ever...dysfunctional customer support. ..they don't care about customers....
Absolutely the most dysfunctional customer support team I have ever experienced. No communication between departments, ironic that COX claims to be a communication leader.
The leadership team needs to look at their operations and seek professional consulting......fore there is no logical thought put into how to handle customer complaints. Every rep hides behind their corporate shield.....no return calls when promised. Impossible to speak with anyone of authority!!!
this is the worse company, who do not care about the customer. It is very sad, that they have Government contract, and yet, they are rude to the Veterans, as well as the Military members. I been with that company for 9 years, and I am going to let them go. I wish all the customers would just close the account with Cox.
JC do you know of any recours we can take against this Comppany. Seems as thogh were all experience horrible Service with no concerwith anyone regardless of how many years you.ve been with them. We need to find someone in Higher Management, or is there a way to contact Federal Government regarding Cox?
I have read the many complaints from dissatisfied, and in most cases, long term customers below and concluded my experiences with COX are common occurrences with their customers. I am beyond disgusted with the complete lack of concern for customers and no sense of urgency to remedy and help resolve issues. There is an obvious need for improved customer service, training, and simple knowledge of the business. Over the years, I had several problems with equipment and services. However, of late, I had to deal with total ineptness from customer service representatives, supervisors, and corporate office solutions employees.
I will not go into the recent horror story of my attempts to correct once again, another one of Cox's errors. However, I will attest that after 12 years of being a loyal customer, I am actually going to Direct TV. I can no longer deal with a company that will not stand behind the customer, take accountability for their mistakes, and commit to a fast and fair remedy. I have taken my complaint further and beyond the BBB and corporate offices.
In an industry inundated with better and less expensive competition, I would strongly recommend you focus on the logistics of complaint handling, re-train your frontline with effective communication skills and critical thinking skills, and link your department systems. I can no longer be a loyal customer when you are not committed to doing the "right" thing and putting the customer first.
P.S. The scripts the frontline use to speak with the customer are ineffective when the customer service is rude and the rep is unknowledgeable.
Hi Kim, what kind of a plan can you get from Direct TV. Do they do internet?
ABSOLUTLY THE WORST COMPANY EVER!!! THEY DO NOT CARE ABOUT THEIR CUSTOMERS AT ALL...
I AGREE 100%, I HAVE BEEN WITH COX FOR 13 YEARS WHICH DOES NOT MATTER THEY ARE A MONOPLY AND DON'T CARE ABOUT THEIR CUSTOMER EXPECIALLY A SUPERVISOR NAME Roger.
I was told basically have only three options, decrease service, cancel service or downgrade. The error was made by the company employee, however, tthey do not care one bit.
I need to speak with a Manager in Retention Customer Service. not outside another state only Scottsdale/Phoenix
I want to call corporation in charge, of coc management
I was told today even though cox employee did not mention if I go on vacation 1 month I would have an increase of 40.00 dollars
Yhe supervisor told my only option is decrease sevice I stpp all together
Same issues as Scott's only I have been through 4 supervisors on 4 occasions and still no resolution about getting our Contour system upgraded with new equipment we ordered. "Customer Service" is a real oxymoron -- what is about Customer Service that Cox does not understand. Apparently Cox doesn't want our business and if this problem is not resolved in the next couple of days I will be ending our 17-plus year relationship with Cox.
Looking for someone in authority at Cox to get my Contour system fixed. Once again just called the support number and asked to speak to a supervisor. After 17 minutes on hold, I got a ring tone then the phone went to a busy signal. I've been a loyal customer for more than 25 years and just want their Contour system to work as advertised. If someone from Cox looks at this board and wants to help, please look up my account and contact me. Scott Dickeson
Just moved back to Arizona after being in the East coast for 6 years. In the process of buying a house. Found out that Cox has put a delinquency on my name at the credit bureaus for "not returning a modem" that we returned, but they seem to have no record of. I paid the tax just to get it off my credit rather than fight with them. Then, found out that cable was not run to the house we are purchasing even though cox cable in on the poles in front of the house. Three weeks ago, started the process to have cable installed.. still have nothing and can not get any status. High speed internet is a must as I work from home and my work involves Skype and Google Hangouts consulting. No other option exists in Cave Creek & Carefree, AZ for HIGH SPEED internet than Cox cable internet. I cannot close on this house until I am sure we can get Cox cable internet. Time is running out. I may have to back off on the purchase just because no one in Cox will complete the cable drop or guarantee that it will be installed. I only wish there was another solution because I want to be a client of Cox even less than they seem to want me.
We just obtained a new account with cox. We are brand new customers. With that being said, we recieved an offer for new service. We took it and I set up all of it,over the phone. Well, I recieved my first bill. It's all wrong and way higher then agreed upon. I've called numerous times, even talked to a "manager". Requested a call back from his manager. Nothing. I have been in the store 3 times now trying to get it fixed. Nothing!!!!! Everyone keeps saying it will be fixed in a few days. That they submitted a claim. It's been absolutely horrible. Don't send out offers you can't stand by. Luckily I have kept all notes and corispondance from them. I'm now pursuing legal to fight them. I think it's worth it. I will also be canceling all my services! I'm still in the 30 day window, luckily. Don't ever trust anyone from Cox!
TO: James Robbins, President Cox Cable Company. I am writing this from Las Vegas, because I know the regional office for Cox is in AZ. and I ma getting false answers from the local Las Vegas office . . Dear Mr. Robbins I'm sure your subordinates will not pass this on to you, but here goes anyway. I have had my same Cox account for 8 years here in Las Vegas and have been moderately satisfied with your company in spite of the many rate hikes and program devaluations. Lately though, I have had such poor service and blatant political bias that I feel I have to call someones attention to it. For the past two weeks, the service in my part of town (NW) has been poor. Specifically, I beleive someone in your organization is blocking the audio for Fox news. It may be a tech worker within the company who has taken it upon himself/herself to help Hillary. Its common knowledge that CNN, NBC, MSNBC, CBS and ABC are in the tank for the Dems. Only Fox news gives a more even balance. If this bias by Cox can be proven, I think an FCC violation has occured. Each time I call the local Las Vegas office, I get the same run around . .lets do a reset . ."we are working on it". . for 3 days straight, channels 5 and 2i have no audio . .all the other channels do. What other conclusion can one come to? Virgil Wilson
I could not agree more with what Kim wrote in his/her recent post. It is near to impossible to get the proper customer service one
expects from such a large communications company such as Cox. Note some time ago they dropped their secondary name,
"Communications" from their moniker. Makes sense since communicating with them effectively is near to impossible, and
frustrating as all get out. I have been a loyal customer for ages. One might think that counts. Not in the slightest. All I wanted
to do with my most recent annoyance is have a civil conversation with an intelligent customer service person regarding my
overwhelmingly expensive monthly statement and try to figure out a way to pare it down yet stay in the fold. I've been hung
up on, left on hold for far too long, told by an executive office worker that a message would be passed on to their ESCALATION
TEAM, left messages with them and......nothing! Then I became rather impolite due to my frustrations. Nothing works. I could
get the Director of CIA on the line before some official at Cox to help me. And hear I sit on a Friday before the Fourth of July after
coming back from an out-of-town trip and yes, their offices are closed for the holiday weekend. How comforting.
I am having the same problems. I was hung up on 2 or 3 times. They also want to raise my bill by $75 a month. I've been with them for 30 years. That doesn't mean jack sh** to them. I was passed around from person to person and hung up on by several of them.
In the 17 years with Cox, I have just experienced the worst customer service from Cox, to date. Walked in my house, asked what rooms the cables were loacted and without saying a word began to walk into each room without asking, without explaining what he was doing and without even telling me his name. That was the BEST part of the entire visit. It went downhill from there.
I'm looking for someone in corporate to report this guy. Then, as I encourage all of you to do, I will cancel my Cox and use every social Avenue to educate people on Cox customer service (or, lack there of)
Does anyone know a NAME of a REAL PERSON in the HUMAN RESOURCES DEPARTMENT at Cox (PHX)??? Almost impossible reach anyone these days!!
Looked on LinkedIn