WiseOldNerd
De gustibus non est disputandum
Premium
join:2001-11-25
Phoenix, AZ
 ·Cox HSI
 ·Qwest.net
·Charter Pipeline
2 edits |  [AZ] Cox Does Not Understand Customer Service
I am profoundly hard of hearing, so I really prefer to use the internet and email to conduct business. Last Friday, I decided to order Cox HSI for my home. I started with them many years ago when it was @home. Lived through shitty service and quality but finally went to DSL with Qwest in order to run servers. That need has past and I wanted to get faster download then Qwest can deliver. I have had Cox video since its availability-a lotta years. So I went to the order page and worked through the process and thought, wow they have this well organized. I was offered install times for this past Sunday and today. I signed up for two on Sunday and one today. I provided three alternative email names, and sent it forward.
Saturday afternoon I received an email telling me my order had been processed. Only problem was they changed installation date to this Thursday at an inconvenient time and gave me an email name that I dislike. No option to respond as it comes from an automated sender and when you click the URL for support, you get a 404 error. So apparently the only way to deal with this is to call, which for me is a very undesirable and frequently unworkable method. I suppose I could go visit the Cox store and wait my turn to speak with one of their CSRs, however I bet they are closed today-Columbus Day holiday.
So now I am thinking, I will wait until Thursday morning and then call and cancel the install. Since they have no concern for my desires and wishes, why should I be nice to them? How they ever get high ratings for customer service is beyond me. If the satellite companies were not so sleazy, I would be gone in a heart beat. But I guess the devil one knows is better than the unknown. I will stay with the slower DSL that has worked flawlessly for several years and continue to bad mouth Cox at every opportunity. When I can, I will vote with my pocket book and rip all of their little boxes and cable off the front of my house. |
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James_RI
join:2008-07-12
Foster, RI
3 edits | There is a TTY number (number below) for Cox that I did find in Fairfax, if you do have the device. If not, then maybe using a web TTY Service? I will foward this issue to a offical Cox Rep to look into this for you. Usually web ordering is a good method, sometimes the timeframes are full and there is only certain times that are open during the week, the best method of getting a exact date is usually to call up the Sales Lines, then you can work with a live person to find a good timeframe. The computer just looks to find a timeframe that is suited, if it doesnt find a timeframe, it chooses the next one.
I did find a TTY number for Fairfax (Offical Number to Cox): TTY Customer Service
HEARING IMPAIRED ONLY 703-378-3924 |
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WiseOldNerd
De gustibus non est disputandum
Premium
join:2001-11-25
Phoenix, AZ
·Cox HSI
·Qwest.net
·Charter Pipeline
| I do not have TTY, and I can use the voice phone; it just has an added disadvantage when using their automated system to reach a human. And why should I make all the effort, they are the ones who acted arbitrarily.
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My perception is REALITY |
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Fubar
join:2001-02-20
Phoenix, AZ | reply to WiseOldNerd
Are you kidding me?
All of this because you won;t pick up the phone and call them?
If you really want help and aren't just Ranting (If so this thread should be moved) PM one of the Cox techs here for assistance.. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE
·Cox HSI
1 edit | reply to WiseOldNerd
I am beginning to think cox does not like to due business that might be account related via email, so that the customer will not have a hard copy to show them if cox would say it one way in an email and one month later change the wording to change what the cutomer agreed to. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE
·Cox HSI
| reply to Fubar
said by Fubar  :Are you kidding me? All of this because you won;t pick up the phone and call them? If you really want help and aren't just Ranting (If so this thread should be moved) PM one of the Cox techs here for assistance.. So why should we call them if they offer email as a way to contact them? |
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ajwees41
Premium
join:2002-05-10
Omaha, NE | reply to WiseOldNerd
can you try emailing them and telling them just what you posted. Maybe they could have some one call you back. |
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WiseOldNerd
De gustibus non est disputandum
Premium
join:2001-11-25
Phoenix, AZ
·Cox HSI
·Qwest.net
·Charter Pipeline
| reply to Fubar
said by Fubar :Are you kidding me? All of this because you won;t pick up the phone and call them? If you really want help and aren't just Ranting (If so this thread should be moved) PM one of the Cox techs here for assistance.. Yes it is sort of ranting and if you had the hearing problem I do you would not mouth off as much. I did not ask for help and I am not seeking it here but I am making my statement about how Cox does business and that is totally valid whether you agree or not. This is the Cox forum and all viewpoints about Cox are appropriate as long as the language is clean and the statements true. |
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Fubar
join:2001-02-20
Phoenix, AZ | reply to WiseOldNerd
Not when there is a forum specifically for it:
»Rants, Raves, and Praise |
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Fubar
join:2001-02-20
Phoenix, AZ
| reply to ajwees41
said by ajwees41 :said by Fubar :Are you kidding me? All of this because you won;t pick up the phone and call them? If you really want help and aren't just Ranting (If so this thread should be moved) PM one of the Cox techs here for assistance.. So why should we call them if they offer email as a way to contact them? This was attempted and it failed, A simple phone call would alleviate the situation. IS that really that hard? |
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WiseOldNerd
De gustibus non est disputandum
Premium
join:2001-11-25
Phoenix, AZ
·Cox HSI
·Qwest.net
·Charter Pipeline
| Yes a phone call is really hard when one is profoundly hard of hearing. Even though I use hearing aids it is still very challenging. If I could be assured that I would be able to hear them I would call, but past experience has shown me that it is hit and miss. And I will continue to discuss my dissatisfaction with Cox in this forum. A statement of facts , followed by my feelings about such is really not a rant.
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My perception is REALITY |
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amigo_boy
join:2005-07-22
Tempe, AZ
·Cox HSI
 ·magicjack.com
| said by WiseOldNerd :Yes a phone call is really hard when one is profoundly hard of hearing. I'm sorry for your challenge. But, COX has tty service for the hearing impaired. It seems like you're blaming them for you not having tty.
Mark |
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ajwees41
Premium
join:2002-05-10
Omaha, NE | reply to WiseOldNerd
»www.cox.com/support/arizona/contactsup/
if you did infact use the internet to order why not try chating with cox. |
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James_RI
join:2008-07-12
Foster, RI
1 edit | reply to WiseOldNerd
Well, I have tried to help, I see several solutions on how to contact Cox, and Cox does help with people that have a "hard of hearing" problem, they do have TTY Service and do accept calls from TTY based services.
1. Call your local office number. (If you are hard of hearing, as you explainned, then I would suggest maybe a family member taking the call and being the "middle person" to help out or a friend).
2. I did provide a TTY number (if you are hard of hearing, and don't like to use the phone much, then a TTY device might be a good idea, since you don;t have one, I would suggest ATT Relay Service would help (Text based on the web like a Chat room).
3. Contacting by e-mail can take awhile to respond, plus if it does have to do with account issues, its not the most efficent way to contact).
4. I would contact CoxTech1 with your issue in a PM, he usually can get issues solved good.
5. Visiting a local Cox Store Office might be helpful (there is posted hours online on your local site for the store and location). |
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pweegar
join:2005-02-18
Phoenix, AZ
| reply to WiseOldNerd
Also, dropping the crappy attitude would help a LOT. So your hard of hearing. big deal. The world doesn't revovle around you or your problem9s). Cox service has always been very good. I know, I've called them often enough.
You've been provided a number of possible solutions. Don't want to use them, then don't. But lose the whiney attitude. Your not the only one on the planet with hearing problems. get a life. |
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bbeesley
VIP
join:2003-08-07
Las Vegas, NV
| reply to WiseOldNerd
said by WiseOldNerd : And I will continue to discuss my dissatisfaction with Cox in this forum. I am sorry that you are having the trouble you have outlined. I see that several folks have offered you suggestions for alternative methods that we provide to contact support so I won't waste your time reiterating those.
You are certainly welcome to continue to post your thoughts and concerns about our services here and there will always be a few of us employees who volunteer here to help in any way we can but if you would like, a more direct and effective method to express the concerns you have outlined is to take them directly to our Corporate Complaint folks who can then address your concerns at a higher level, perhaps even implementing changes in our systems to better serve the needs of not only you but other customers with similar requirements
For your convienance, I am providing both phone and email contacts for this group.
Cox Corporate Customer Relations Complaint line phone numbers:
1-888-566-7751
404-269-8094
CoxCorp.CustomerRelations@cox.com
Thanks for the feedback and thanks for being a Cox customer....we take the needs of our customers very seriously and if there is ever anything I can do to assist, please feel free to contact me directly via PM. |
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WiseOldNerd
De gustibus non est disputandum
Premium
join:2001-11-25
Phoenix, AZ
·Cox HSI
·Qwest.net
·Charter Pipeline
| WOW! At last a Cox associate who appears to really care about the customer. Thank you for your response and the information on Corporate contacts. It is always so pleasing to encounter business people who really do understand that being concerned and showing concern for the customers needs and desires is crucial to retaining customers and even getting them to buy more goods or services.
I have always found the technical staff of Cox to be responsive and committed to good service. It seems that office staff varies greatly in their sense of meeting customer needs, and the online system while good in some ways is completely lacking in an effective two-way communication methodology. Chat availability is so limited. While I resolved my current frustration by canceling the install after being blown off by the CSR at the Cox store, maybe I'll look at HSI from Cox again in the future as I really would like something faster than my current Qwest DSL. Again thank you bbeesley for being a good, professional.
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My perception is REALITY |
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