Complaint Review: Cox Communications

I am getting closer to the problem being fixed than ever before. I have to sat this forum has nothing to do with it though.

After waiting a week for another Service Tech repair attempt, Cox's tech found that the signal coming into the house was within the specified range for acceptable reception, however it was at the VERY bottom of the scale. He installed an amplifier that increased the signal at the service drop(outside).

This technician really took the time to explain why he did what he did, made sure to indicate the wrongs and rights of the last guy, also stated because most digital cable problems are cause by signal interference that if the problem still occured it was more than likely due to a problem BEFORE the amplifier he installed, stating that when and where the signal is boosted will counter any possible interference that might cause a problem with reception.

As for the previous tech indicating that my "Jerry-Rigging" with splitters and illegal viewing of cable in rooms with outlets not installed by Cox is also a load of crap. The FCC deregulated Cable TV service some time ago and if I wanted to split my cable to 2 outlets per room including the bathroom, I could. It is MY house, My walls and MY problem if I want to split my already jacked up signal to nothing. Just to say for sake of saying I haven't put any outlets in the bathroom and this splitter issue is on an analog line which has NOT had any problems that have required phoning in to COX. My problem has been exclusive to the Digital service that I pay extra for to have!

I also see an inprovement in the already fast internet service, yes it got faster!

We have seen a few quirks with the reception since installed, but in the interest of not being over-judgemental, I am going to wait and see if it gets worse before I call again. The service has imporved to almost 100% perfect and we have had some strange weather here lately so I won't base my full opinion on my first impression.

To respond to the last few posts to this, I do agree that Cox employees don't care but I don't think they are trained to not care. I think that a customer service job in a technical field should require certain skills to accurately hear and convey needed information. Working in a technical service field, I would not expect to get the same quality of information from someone who could have flipped burgers as a career just before answering the phone for Cox, as I would from someone who was somewhat experienced or exposed to ANY type of repair driven field. ANY technician who is really a TECHNICIAN doesn't jump into a problem without fully understanding what is wrong, can see it going wrong and knows enough about it to look at what was done and can see a change or confirm what he/she did fixed what was wrong. That cannot be done without good information to start!

As for a Contractor being called in to look at the problem, I do not agree. A contractor is what it says, a contractor. They will do what is requested in writing to the letter. They bid on jobs, most of the time a Company will take the lowest bid which means the most shortcuts with the lowest priced materials. The BEST contractor you can find is not listed in the Yellow Pages. Don't hear that I think all contractors are not good, but the real chances of one being able to step into a mess like this and come out a hero are about as good as winning the lottery without buying a ticket.

Lastly I do think it's great that Cox employees get something for free. Whatever the reason, if it is true, for a major cable company to benefit it's employees in such a way does make me think a little better of them as a Company. I would just recommend using better judgement who the decide to hire and give free serivce to!

Do you actually think that they will send a contractor out to trouble shoot a problem? NO, most all contractors do not have enough training or know how to even be able to fix a problem with cable services unless it is something very obvious and easy to find and repair.

The service techs are the ones who are trained to find and repair problems with services in the drop system (from the pole to your TV). But I do not work for Cox I work for a different Cable Co. I also do not understand why they haven't been able to correct the problem that Gary is having, but I do feel that sending a contractor out there will not help the problem any.

Lisa, in all my working in the cable industry I have never heard anything said like you said in your post and you are told this in training, to think, it doesn't matter what the customer says or wants because at the end of my shift I still have all my services and I don't pay. That is just ridiculous to even think about acting. Yes I do get free cable TV, Internet, and half off of the phone service, with all the movie channels.

Cable companies offer this to their fulltime employees not so they can set around getting fat or not care if someone's services are out, to think that is just stupid, they give us those services so we know how to use everything and to keep up with all of the changing technology. We would look pretty dumb going to someone's home and not being able to show them how to use the services that are being provided.

Last of all contractors do not get free services because they do not work for Cox or any other MSO they work for a subcontractor and to think that these MSO's should spend money to give them all the perks of a fulltime hourly employee is well how should I say this , not smart. There we go

Gary I hope they have taken care of your problem sounds like they may have been rebuild part of your system there in Virginia or at least one of the Nodes.

Garry,

To come out to your home and fix the issues. While the last poster is very candid in telling you that employees get free services and they are on regardless of what happens during the day, I can assure that that most contractors PAY for the services that they have in their homes, are held to a higher standard of service to the customer, and DO care whether or not the issues are resolved.

Try a contractor instead of an inhouse tech, and see if it makes a difference.

As an employee you are taught that sales means everything. They like to say customer service, but when you have a 2 minute opening script, a 2 minute closing script and 1 minute in the middle to confirm information, find out the problem, repeat the problem, show empathy, and get off the phone something is definitely lacking. The training goes over the same old things time and time again. And other than is your tv on channel 3, is the cable box turned on, does your remote have batteries there is no real tech training. But, even if the problem isn't fixed Cox expects you to try to sell the client something. I got rid of my Cox internet. It was always out, I couldn't get compensation for not using it, and they always said there was no problem. The prices are going up and customer care is going down. You don't pay by room, so being told you hooked up additional rooms illegally is a load of baloney. But, hey, don't worry. As prices go up. ALL the employees of Cox Communications get everything for free. Internet, digital cable with all the movie channels, and most of the phone service is free. No other company gives benefits like that. Cox makes record profits and want more. And most of the employees sit around at night getting fatter because all they do is watch TV. Almost all of the employees, and you are told this in training, to think, it doesn't matter what the customer says or wants because at the end of my shift I still have all my services and I don't pay.

Cox was happy to come out on July 8th to correct thier problem. After the technician blamed one of Cox Cables sub-contractors for a inadaquate 3-way splitter outside, he accused me of "Jerry-Rigging" my house with splitters inside to get Cox Cable to more TV sets than I pay for. After his more than confident statement of "If you have any more problems, tell the tech who comes to start outside."

I wanted to laugh at him hysterically, but to frustration of someone who explained to me that Cox made an upgrade that intends to imporve picture quality but requires a more sensitive connection and was making many service calls just like mine because of the same concern. I was then BILLED for the service call for $49.95.

The same day I saw the charge the problem returned. Once again, I spent over 30 minutes to talk to someone about the problem. It is ironic, a week ago it was my fault, was billed for it and now I have the same problem, sound like ALL the splitters that Cox installed over the years wasn't the problem after all.

I would REALLY like to know if Cox even has a clue what they have in the average customers house???

Your local town council/government is likely responsible for granting franchise authority to cable providers. Ask them to get involved -- they want to keep their constiuents happy. Tell them about your problem and say that it'll cost them votes in the next election if they don't look into it. There may be other citizens in your community who are experiencing the same issue(s) you are.

I agree with you on the Cox situation. I had problems with them and settled with satellite tv. They charge you for any and everything. Now they are just like all the other business' when you call. You get a computer and it takes a good ten minutes or more to get technical help. Soon as my satellite service offers high speed internet Cox will be history.

After following advise of Cox rep., I call back on the Monday following to try to have an earlier repair appointment. I was told that I could have one on 07.06.2006 between 5-7:00 p.m. After changing my work schedule, not going to dinner with my family or visit with family from out of town, I waited for a repair tech.

When no tech had called prior to arriving as requested and no Cox Cable guy there by 6:30 I called Cox. Only after being on hold for 25 minutes to talk to someone I was told my appointment was not for 07.06 but for 12.07(yes 5 months later).

When I was told that I was not going to have my problem checked or resolved as agreed just 3 days before , I asked repeatedly for a Supervisor.

I waited on HOLD (at my request) for a Supervisor, I was told they were busy with other customers and I could not wait on hold for them. I was then told they would call me back, which is a complete opposite of what I requested when I first called. I was told at first that the Call Center could not make outgoing calls, I was told this by a Supervisor who called himself "Joe" which I think is a fictional character because he has no extension, employee number or last name and indicated "everyone will know who I am". That sounds like if you ask for someone who should help you get the same inept phone bank worker in the next cubicle to do nothing more but feel so sorry for your trouble and repeatedly tell you "I understand" but can do absolutely nothing to tkae care of the problem.

However, 2 hours later and no call back or appointment has been made or resolution to thier mistake. This is the service one can expect from Cox. I hope that Verizon can get it together and offer cable in this area.

This is a classic "Monopoly" that the FCC is supposed to prevent and service would not be so crappy if Cox wasn't the only team on the field!!!!