- Report: #474920
Complaint Review: COX Communications - Phoenix Arizona
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COX Communications
www.com.com Phoenix, Arizona, U.S.A.
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Cox Communications Incompetent Tech Support Phoenix Arizona
I am amazed that COX can stay in business based on the truly incompetent people they have working in tech support. I just spent the better part of the afternoon trying to track down a simple Cable Modem problem.
Person 1: As has become the industry norm, the first person who answers the phone will know nothing and be of absolutely no help. This was true here. The girl barely seemed to know what a Cable Modem is. She had no ability to run any remote diagnostics or to tell me if others in my neighborhood were experiencing problems.
She told me that my modem was no longer supported. She told me a spare modem I had was no longer supported. All this despite the fact that these exact modems are listed on Cox's own web page as recommend modems. She *did* however offer to have a technician come to my house to diagnose the problem for $50 or to sell me a service plan subscription.
After going round and round with her, I finally asked to speak to a supervisor.
Person 2: His name is Acea. He is a total a*****e. We went over all the bullshit that Person 1 had told me. Acea basically agreed that there was nothing COX could do. Acea offered me a service plan subscription or to send a technician for $50. We went round and round about why *I* should have to pay for a service call based on Cox's inadequate ability to remotely diagnose the problem. Acea told me that none of what I was demanding was technically possible. He also told me that both my modems were "obsolete" and "couldn't keep up". Again, despite the fact that they are supported and on Cox's recommended list.
After dealing with this Acea a*****e for a length of time, I demanded to speak to *his* supervisor. Acea told me none were available and proceeded to try to sell me the service plan again. I demanded a supervisor. Acea tried to tell me that he'd done nothing wrong. I asked again for a supervisor. Acea offered to send a technician on a $50 service call.
I emphatically told Acea I was done talking with him, and would he please give me a supervisor. He finally told me that my only choice was to write COX a letter or send a complaint email (he offered both addresses) or that a supervisor would call me in the next 24 to 48 hours. He then tried to interest me in a $50 service call, with the promise that "depending on the results, we could negotiate a possible refund" on the service call.
I demanded again and again and again a supervisor all the while that Acea was trying to rehash the story and sell me a service plan or technician visit. I finally got a word in edgewise, and left my phone number for the supervisor to call.
Let's summarize: Acea is an incompetent arrogant a*****e.
Person 3: I called COX main number to complain about Acea and the lousy/incompetent service. They connected me to a technician in North Dakota. He was courteous and knowledgeable. He did multiple remote diagnostics and asked probing questions and offered helpful advice and alternatives. Gosh, was a change of pace! Thank you North Dakota guy.
Person 4: This person was the "call back" guy from my demands to Acea to speak with supervisor. As good as the North Dakota guy was, this new guy was even better. He was able to walked me thru some detailed tests. Verify past history on the modem's operation, and help me understand the best alternative for me, the customer.
Let's summarize again:
Person 1, didn't know anything. Too dumb to be answering phones.
Person 2, Acea, total jerk/a*****e. Too big of a*****e to be answering phones.
Person 3, North Dakota guy. That fact that he *could* run various tests, confirmed that Persons 1 and 2 were retards.
Person 4. Just an all around nice guy.
Recommendation:
Fire Persons 1 and 2.
Give pay raises to Persons 3 and 4.
Cox's Tech Support has always had this problem--very uneven training and ability. Cox's unwillingness to properly train their staff is a real insult to customers who must endure this abuse.
Nick
Anytown, California
U.S.A.
Click here to read other Rip Off Reports on COX Communications
Person 1: As has become the industry norm, the first person who answers the phone will know nothing and be of absolutely no help. This was true here. The girl barely seemed to know what a Cable Modem is. She had no ability to run any remote diagnostics or to tell me if others in my neighborhood were experiencing problems.
She told me that my modem was no longer supported. She told me a spare modem I had was no longer supported. All this despite the fact that these exact modems are listed on Cox's own web page as recommend modems. She *did* however offer to have a technician come to my house to diagnose the problem for $50 or to sell me a service plan subscription.
After going round and round with her, I finally asked to speak to a supervisor.
Person 2: His name is Acea. He is a total a*****e. We went over all the bullshit that Person 1 had told me. Acea basically agreed that there was nothing COX could do. Acea offered me a service plan subscription or to send a technician for $50. We went round and round about why *I* should have to pay for a service call based on Cox's inadequate ability to remotely diagnose the problem. Acea told me that none of what I was demanding was technically possible. He also told me that both my modems were "obsolete" and "couldn't keep up". Again, despite the fact that they are supported and on Cox's recommended list.
After dealing with this Acea a*****e for a length of time, I demanded to speak to *his* supervisor. Acea told me none were available and proceeded to try to sell me the service plan again. I demanded a supervisor. Acea tried to tell me that he'd done nothing wrong. I asked again for a supervisor. Acea offered to send a technician on a $50 service call.
I emphatically told Acea I was done talking with him, and would he please give me a supervisor. He finally told me that my only choice was to write COX a letter or send a complaint email (he offered both addresses) or that a supervisor would call me in the next 24 to 48 hours. He then tried to interest me in a $50 service call, with the promise that "depending on the results, we could negotiate a possible refund" on the service call.
I demanded again and again and again a supervisor all the while that Acea was trying to rehash the story and sell me a service plan or technician visit. I finally got a word in edgewise, and left my phone number for the supervisor to call.
Let's summarize: Acea is an incompetent arrogant a*****e.
Person 3: I called COX main number to complain about Acea and the lousy/incompetent service. They connected me to a technician in North Dakota. He was courteous and knowledgeable. He did multiple remote diagnostics and asked probing questions and offered helpful advice and alternatives. Gosh, was a change of pace! Thank you North Dakota guy.
Person 4: This person was the "call back" guy from my demands to Acea to speak with supervisor. As good as the North Dakota guy was, this new guy was even better. He was able to walked me thru some detailed tests. Verify past history on the modem's operation, and help me understand the best alternative for me, the customer.
Let's summarize again:
Person 1, didn't know anything. Too dumb to be answering phones.
Person 2, Acea, total jerk/a*****e. Too big of a*****e to be answering phones.
Person 3, North Dakota guy. That fact that he *could* run various tests, confirmed that Persons 1 and 2 were retards.
Person 4. Just an all around nice guy.
Recommendation:
Fire Persons 1 and 2.
Give pay raises to Persons 3 and 4.
Cox's Tech Support has always had this problem--very uneven training and ability. Cox's unwillingness to properly train their staff is a real insult to customers who must endure this abuse.
Nick
Anytown, California
U.S.A.
Click here to read other Rip Off Reports on COX Communications
3 Updates & Rebuttals
Nick
Anytown,California,
U.S.A.
Cable Modems in question
#2
Mon, August 31, 2009
Sorry, the direct link cannot be supplied.
Start at this link:
http://support.cox.com//sdcxuser/asp/cox_main.asp
Select Learning Center--Cable Modems
Then Information: Cox Compatible Cable Modems
You will get a list of supported modems.
The one I was having trouble with is the Linksys BEFCMU10 v3 .
The one we used in the test was Terayon TJ715x .
As you can see both those modems are listed in the table.
In each and every case the support person insisted that those modems were NOT supported. When I would guide them to the Cox web page where they were listed, they seemed confused. Apparently they are working from a different list or internal information different than that shown to the customer.
The Linksys modem was purchase new 5 years ago. Because of the problems, I wished to retire it and and use the Terayon modem instead, as it was rock solid and with good signal strength and SNR based on the extensive tests the 4th tech support person did.
However, each tech support person checked the MAC and SerNum of the Terayon modem and insisted that since the modem was a used modem and still registered in the Cox database as belonging to the *previous owner*, that Cox had no way of assigning it to me.
So I have a perfectly good modem, on the Cox recommened list, that Cox will not allow me to use.
Cox wants me to shell out $70 for a new modem.
That a RipOff.
Coxtech1
Chesapeake,Virginia,
U.S.A.
Re: service concerns
#3UPDATE Employee
Mon, August 10, 2009
First of all, I apologize for all the difficulty you experienced getting your problem taken care of. I'd be curious to know which cable modems you're trying to use which lead the agents to believe they had been retired. If you're still experiencing problems with your Internet you can email me at [email protected] for further assistance. --CoxTech1
Hugh Jass
Franklin,New Hampshire,
U.S.A.
Poor service, yes...
#4Consumer Comment
Thu, July 30, 2009
which is all too common in this day and age, but where's the ripoff?
