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Cox Installer Flees After Homeowner Falls Through Roof
by Bill Neilson 10:01AM Friday Aug 22 2014
Chalk this up as yet another fine example of Cox Communications customer support. After a homeowner ordered Cox TV/Internet, a Cox employee came by the house to install the service. When the Cox employee needed to get to the attic, he asked the homeowner for help. Specifically, the homeowner says that the Cox employee ASKED HER to follow him into the attic to help her. From AZFamily:
quote:
"He just made it seem like it was normal. Like we could just walk through there and everything seemed real safe and we were supposed to be up there and he handed me the wires to hold," said Levi.
Then, while walking over to the employee in the attic, the homeowner fell through the attic and onto the floor below. While checking to make sure that nobody in the family was hurt when the fall occurred, the homeowner realized that the Cox employee had left.

Cox Communications decided to take the view that the homeowner voluntarily went up to the attic and that Cox therefore was not at fault.

People need to get that straight. You may feel that since the homeowner stepped onto the ground on the ceiling, he was at fault. Cox, on the other hand, seem to admit that if the Cox employee NEEDED the homeowner, they would pay for the damage:
quote:
“A Cox spokesperson claims Levi took it upon himself to follow the cable installer into the attic, at least that's what the installer told his Cox supervisors. Because of that, Cox refused to pay for the damages and considered the matter done. Oh, by the way, they did offer the family about a $200 credit on their bill.”
What makes this story personal for me is that I lived in Scottsdale, Arizona within the last year. I had Cox come to my apartment and install service. I also had a Cox employee ask me to help them with wiring in the ceiling. There was nothing “voluntary” about it as the employee needed me to hand him things and even help him up and down from the attic.


74 comments .. click to read

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cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9

2 recommendations

reply to ITGeeks

Re: what?

said by ITGeeks:

The customer could have said no...

And the jackass installer, who knows better, could've left the customer out of the equation entirely.


battleop

join:2005-09-28
00000

3 recommendations

reply to mackey

Re: Wow

Wrong! There are 5. You forgot to include the DSLR crowd's side of the story.


pokesph
It Is Almost Fast
Premium
join:2001-06-25
Sacramento, CA
kudos:1

2 recommendations

reply to Topmounter

Re: Attic Tip

Attic Top #2:

Plywood is cheap.


mackey
Premium
join:2007-08-20
kudos:13

2 recommendations

reply to wiggie116

Re: Wow

said by wiggie116:

There is always two stories the techs, and the customers.

Actually there are 4. The techs, the customers, what actually happened, and what the settlement/verdict says.

/M

rradina

join:2000-08-08
Chesterfield, MO

2 recommendations

reply to TAZ

Re: what?

said by TAZ:

The technician should have asked the customer if he was familiar with working in an attic, and if not, provided some basic instruction on how things are done, the dangers (falling through), etc.

I doubt any service company would condone their employee asking the customer to get involved in any part of the service beyond verifying the status of the job when finished.

Any other involvement is a potential liability disaster -- especially if the customer is even remotely involved in anything dangerous.

While it may be a convenient for the customer to become involved so their service need can be satisfied without rescheduling the appointment, the service company is still at risk of involving the customer in the repair and even if nothing else, the BAD PRESS when something unexpected occurs.

I recently had a water heater replaced and offered to help the associate remove it from his van. He politely refused and mentioned it's for my protection. I understood and let him do his thing.

Poetique

join:2007-08-05
Birmingham, AL

1 edit

9 recommendations

Mind. Blown.

Specifically, the homeowner says that the Cox employee asked her to follow him into the attic to help her.

You may feel that since the homeowner stepped onto the ground on the ceiling, he was at fault.

A Cox spokesperson claims Levi took it upon himself to follow the cable installer into the attic, at least that's what the installer told his Cox supervisors.

-----------------------------------------------------------------

Yeah so... I'm completely mindfupped as to the gender of the parties in question here.

Apparently the female Cox employee asked the female homeowner to help her. But also apparently, no females were actually involved in the incident lol.

Or maybe 4 people were in the attic, which is probably a general nono in general

Perhaps... Ghosts!? :O


TAZ

join:2014-01-03
Tucson, AZ
kudos:3

2 recommendations

reply to Joe12345678

Re: what?

The employee/contractor designation does not matter. Cox contracted with the customer, so Cox is ultimately responsible. Cox can take it up with their contractor but that's a separate issue and the customer is not a party to that.


Topmounter
Sent By Grocery Clerks

join:2001-02-20
Evergreen, CO

4 recommendations

Attic Tip

Never leave the joist.


journeysquid

join:2014-08-01

3 recommendations

Ceiling, not roof

The roof is what sits on the top of your house. FYI.