I have never before felt so belittled by any company as I have with this one. They just don't care about their customers.
A few months ago I decided to get Cable TV with this company. The appointment was set, and I was ready to enjoy the benefits of Cable TV. But my cable was not turned on!
So I called to find out what had happened. To my astonishment the customer service rep told me that the service tech couldn't find the cable box, to turn it on! Marveled by this, I then asked the customer service rep why the tech didn't call me to let me know this, or go to the community office to ask one of the maintenance workers where it was. He couldn't give me an answer for this.
But it was obvious to me that he just didn't show up. I mean really, how could he not know where the service box is? That's like saying a person knows how to drive a car, but doesn't know where the ignition switch in the vehicle is, much less where the key goes to operate it! I just can't believe that that service rep would think that I would be stupid enough to believe this!
So then, after being juggled around by a plethora of unhelpful, and rude (some, not all) customer service reps, I proceeded to make a complaint to one of the supervisors, who informed me that he would send someone out the next day to turn on my cable.in fact, I was even given a specific time frame in which the tech would show up. But again, no one showed up, and no phone call either! So they wasted my time, and didn't even have enough courtesy to call me!
So I complained again, but they didn't seem to care at all about my problem. And to my surprise, they even told me that there wasn't an appointment for the tech to show up that day. What lies! I was specifically informed by one of their supervisors that someone would show up. So how could they not have that on record?
At that point I was thoroughly disgusted and decided to tell them that I didn't want their services, and terminated my account with them.
But then on the 29th of March, a few months later, I decided that I would give them another chance, since I want to have Cable TV and they have an obvious cable service monopoly on the area in which I live. Again, the tech never showed up, or called. And when I made a complaint I was told that the guy did come. Yet, my cable isn't on. And when I said it wasn't on, the tech on the phone told me that the connection must of failed.
I thought, don't service techs have equipment to inform them of these things, that the connection has failed? I'm sure they do. And if they do, why didn't he have enough courtesy to call me to let me know this? It's my guess, based on my past experience with them, that this too was a lie, and that the guy, just like before, really didn't show up.
To see if there was any plausibility to this idea of mine, I then asked the phone tech to tell me what time the guy attempted to turn it on (I asked this because I called about an hour or so earlier to find out when the tech was going to turn my cable on, and I was informed that he didn't arrive yet). So he put me on hold for a moment. And when he got back on the phone he told me that he didn't know the time. Oh, how convenient for him not to know this information!
So then, he knew that the service tech turned it on, but he didn't know what time he did it? That sounds funny to me, since I know with the nature of this kind of work techs, for the sake of showing accountability for their work, are supposed to make a log of the times and dates that they service their customers.
So I questioned the phone tech further about the so-called failed connection by asking him how this could be, and how the service tech didn't know about it. He then told me that this is what he was told to say. What he was told to say? That sounds funny to me!
So then I decided that I would make a complaint to one of the supervisors, and again, I was juggled around by rude customer service reps, who were very unhelpful.in fact, one of them even argued with me, and would not put a supervisor on the phone, but told me that I could make my complaint with her!
After reminding her that it's her job to service me, not to debate with me, she then put me on hold because I insisted that she put a supervisor on the phone, since I was tired of not being heard by customer service reps. She then came back to the phone and told me that a supervisor could talk to me, but that one would call me back. Of course, I never received a phone call!
I now realise that making complaints with this company to the people who run it is just a waste of time, since they obviously don't care about their customers. So I'm going to just have to go with another cable company, since Cox obviously doesn't care about their customers.
As the saying goes, three strikes and you're out! Therefore, Cox is out.
What a shame!
Chris
laguna niguel, California
U.S.A.
0 comments