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Cox has the worst service
Posted by Lil_angel_one on 06/18/2010
Cox has the worst service - Don't use them! They overcharge, charge you for services you didn't ask for- I have stuff on my bill every month that I never asked for. Also, their customer service agents are rude. My service is always slow or has something wrong with it. I am definitely unsatisfied with Cox and am getting different service (internet, phone and cable)!
     
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Posted by Anonymous on 2010-06-18:
Cox disappoints me, as well.
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ZPDI false charges on my Cox telephone bill
Posted by DonZ on 10/24/2007
PHOENX, ARIZONA -- My Oct./2007 Cox Communications/Telephone bill listed ZPDI toll charges. $50+ dollars total. The number I was supposed to have called was a LOCAL number for me. I called ZPDI (Google them for many ripoff reports) and they told me they had NO record of my number or the called number.

I then called Cox and they said there was nothing they could do as the charges came from ZPDI and I should contact them. I called ZPDI again and they said it was a problem with Cox and not them. I called Cox again and told them since I spent $160 a month with them (ISP, TV, Telephone) they should reverse the ZPDI charges. They refused to do so and told me I needed to contact ZPDI to straighten it out and HAD to pay the full amount of my bill. I asked to speak to a supervisor and got nowhere. I then asked to speak to the supervisor of the supervisor and told him I was a good customer and Cox should reverse the charges. This last person said they would issue a "form" to ZPDI and ask about the charges. I asked why Cox didn't just do that in the first place and save me hours of aggravation, he didn't answer me.

He said Cox would not reverse the ZPDI charges but since my bill wasn't due for three weeks the problem should be corrected before I paid.

I called Cox two days before my bill was due and they said they had received word that there was some kind of computer glitch and hundreds of people receive false ZPDI charges so I would receive a reversal of the $50+ false telephone toll charges. I assumed the matter was closed so paid my normal amount of $160. Several days later I receive a call from Cox telling me I was late and to immediately pay the balance. I asked what happened to the ZPDI charges and they said it might take a couple of months for a credit to show up on my bill. If I didn't pay the false charges then my telephone service would be cutoff.

I paid so now we will see if the credit shows up in the next two months.

Cox says, They are "Your friend in the digital age." What a joke!!!
     
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Posted by Anonymous on 2007-10-24:
I have Cox and have never had a problem with them. Hope it all works out for you OK. Were lucky we have Cox, it could be worse if we had to use Charter and others.
Posted by Anonymous on 2007-10-24:
I don't know superbowl.. Sometimes Cox can be very rigid. And let me tell ya a rigid cox can be a real pain in the ass.
Posted by Anonymous on 2007-10-24:
Stew, good one, I get it...
Posted by Anonymous on 2007-10-24:
Stew. Oh, Stew. You are coming to Virginia, right? I'll deal with you at that time.

Posted by Anonymous on 2007-10-24:
Stew, you are nasty! LMAO!
Posted by Suusan B. on 2007-10-24:
I'm a telecom billing analyst and it's clear to me that you were "slammed" by this company, so it's really not a COX issue and they shouldn't cut off your service for non-payment of the third party charges. If you Google ZPDI and look under their FAQ you'll get a better picture of what they are all about. Is a nutshell, they're scum.
Posted by FoggyOne on 2007-10-24:
I have Verizon and got charges from Dish Network which I've never had nor do have. At least they let me pay my Verizon bill and they backed out the Dish charges. It took 3 months to correct but I never had to pay the full bogus amount and Verizon did not tell me to call Dish Network to settle it. Good luck, I'd keep calling frequently to see what the status is.
Posted by GloriaYouth on 2008-07-26:
ZPDI reports their charges to your bill to COX. That's why they cannot reverse those charges, silly.
Posted by Babbu on 2008-08-15:
I have the very same problem and have been in contact with the AG. DonZ, please e-mail me. Thanks
Posted by jacquijacquijacqui on 2009-02-24:
I hate Cox I would never recommend them EVER they screwed me out of more money than any one else I know. Second when i discontinued my services I had a remaining credit which they were supposed to mail me. Wel I never got it and then they said it had been cashed and they cant check to see who cashed it. Because I know for sure I didnt.

Scum bags.
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Don't Buy Cox Digital Phone Service
Posted by Digitalphoneisawful on 08/30/2007
Just wanted to inform as many people as possible as to some of the problems that cox communication does not disclose to you when selling you digital phone service. 1. Originally I paid to have one digital phone line installed and paid additional monies for this service "distinct ring/tone fax" ...A service they continued to charge me for... Although I informed them I did not work and it never did... There answer was to blame hp for its distinct ring software etc....The typical pass the buck once you are on the hook for the service. 2. Since I could not receive faxes I was forced to pay for what I thought was a dedicated second line and also pay to install a second rj-11 outlet, despite paying for a second line cox communication really only ran it off one line (i am not a computer expert but I assume it must be to save bandwidth and be lazy about running a true second line, even though the modem is set up for a second line 3.

Unfortunately I value safety and I wanted to have home security installed and now found out that cox communication will just run it all to the modem through one line although the modem can handle 1/2 or 2 lines separate. When I complained that had cox communication run the second line as the modem is also set up to do, I was met with nothing but resistance, I told that nothing was wrong with their service, and I would likely have to pay for a service tech to come out. Read this!!!

Most importantly.....I would gladly opt to discontinue my service with Cox Communications... But I was also informed that I would not be able "port" or keep either my phone number or my fax number if I switch to analog phone service, so if you are running a home business or would like to keep your number I would suggest getting phone service elsewhere or you will be trapped like me!!!!
     
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Posted by Anonymous on 2007-08-30:
Need a list of uper management at Cox?

http://www.coxenterprises.com/corp/presscenter/managementeam.htm?Vermenu=presscenter&Hormenu=managementeam#JamesKennedy
Posted by dmoore111 on 2008-01-21:
Something else they don't tell you about the digital phones. The cheap, $19.99 cordless phones (I had a Uniden) do not work with their digital service. On their behalf, when I complained to the lady that sold me the 'bundle' package, including digital phone service, she gave me a $50 credit towards the new phone I had to buy. The new phone was $69.. but that's my fault because i could have Ebay'd the phone for cheaper, I'm sure.. But since I was standing in Circuit City and the required 56mg phone required to run on their digital service was $69, I went ahead and bought it. But, I spent 12 days with no ability to call out on my old phone... because they never informed me that the cheapy phones don't work (In fact, they assured me ALL phones worked, when I signed up). But, again, they did make good on the deal.
Posted by Ladderman on 2008-03-13:
Love their digital phone. I only have to pay one franchise fee, not two anymore. Awesome.
Posted by Brian on 2012-06-14:
I have used COX digital phone service for years. I too have a requirement to fax AND I have to use a modem to dial up connect to remote equipement. It has been flawless. Up until a few months ago. Now it is totally useless. I have complained had service techs out and every time they tell me it is find. It is not fine. It is broken. The his a pattern for cox. I had the same problem with the internet a year ago. It sucked with retry after retry. Funny thing was it sucked between 11pm and 6am and then like magic it would work perfectly all day. For a month no one could find a problem. Turns out they where working on a network upgrade and re-routed sevice at night.
Find another supplier. COX is expensive and they stink.
Posted by Cheryl Lombardi, E.A. on 2013-05-14:
DON'T DO IT! It took them a year and 1/2 to solve an ongoing problem with my digital business lines, phone not ringing, voicemails missing, the list goes on and on and what a slap in the face when I asked about a credit for the lack of service (literally) they said all they could do was issue a $25 credit. I am done with this company. All it was an outside line from the phone line to the house needed to be replaced as the technician stated there was no way my system was working properly. I spent 3 days the last time on the phone with numerous different techs no one knew what the prior tech was doing! I would seriously advise staying away from this company.
Posted by Sherryl on 2013-11-01:
I have had Cox phone service for less than a month and already it is not working properly. The internet is fine. The phone is not and yet they come from the same modem. Had several techs reset the modem and of course it did not solve the problem I will never use this service for a phone again. NEVER. And if anyone is reading this be smart and do not set up your phone line with COX...They truly suck.
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Digital Phone Service Complaint
Posted by Chris85713 on 11/20/2013
TUCSON, ARIZONA -- Signed up for a bundle with Cox to do Internet, TV and Phone.

TV is just so-so, the internet service is great, but I'm dropping them ALL because of the horrid service on the telephone service!

When I signed up I told the representative I wanted just basic phone service with no long distance, no added features, only the ability to make local calls. They SAID that's what they had set up for me.

My first bill comes in with long distance charges, so I called them. The CSR said that they would put a block on all long distance, all operated assist calls, and all collect calls. They did issue a credit for the calls billed.

My next bill comes in and again, charges for long distance and collect calls (that none of us accepted!) Called them again, was told that they would insure the block was working and again got a credit for the long distance calls.

Next bill: $500 dollars in long distance and collect calls! Called them again, the customer service representative said she's going to contact tech support and find out why the block isn't working and that she would transfer me to billing to get the calls credited. The billing CSR replied with "we don't block calls and we don't credit for them."

I called corporate headquarters in Atlanta. Once again they promised that they'll get the block working, they also promised that the calls would be credited. they also said that the CSR who told me that they can't block calls, and don't credit for them was in error, but she also explained something else that I was not aware of: the way their system is set up if you have an answering machine and it picks up you WILL be charged for the collect calls placed to your number!
     
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No Unpaid Solution for Harassing Calls with Cox Phone
Posted by Nom de Guerre on 04/01/2011
Somehow a couple of criminals obtained my phone number; one of them is identifiable as a scammer on Google by searching his phone number (yes, they were dumb enough to give their numbers to me).

One caller - this one from Los Angeles - claimed to be from Publishers Clearing House, informing me that I had won over $700,000. The other caller - Washington, DC - stated that I "had been trying to claim" an award for $700,000 and he wanted to help me receive it. Apparently $700,000 is the minimum that you Win these days.

I reported this duo to the FCC, but they kept calling; I understand that the FCC can take up to a month to handle any reported issues. I called Cox and asked them to block these two numbers, and was informed that I could do that for a fee of somewhat over $3/month.

I asked the Cox representative which other unlawful nuisances I had the privilege of stopping for a fee. Cox then stated that I could pay for the number block for a month, and then drop it; however, if the Feds still hadn't acted the calls would resume. I was further told that this was all that Cox could do for me.

A third caller contacted me, and he hung up after I told him that I was reporting all such calls to the Federal Government. Hopefully that approach will work, because Cox won't help you at all with nuisance or harassing calls unless you open up your wallet.

Pros: Excellent cable and phone service quality

Cons: Don't ever become a victim; Cox will make you a poorer one

Hidden fees a specialty!
     
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Posted by MDSasquatch on 2011-04-01:
Say this " I have contacted the police and they recommend that I record all of my phone conversations, please state your name and phone number for the record"

The next sound you hear will be "CLICK"
Posted by Anonymous on 2011-04-01:
I don't have a landline phone any more, but I think all companies charge for extras like that so that's not uncommon.

I like MDSasquatch's suggestion...a lot.
Posted by danny54 on 2011-04-01:
I had a rep from an insurance company call me right in the middle of dinner one night. When I mentioned "do not call list", he couldn't hang up fast enough!
Posted by fast327 on 2011-04-01:
My father-in-law would ask them to hold while he got a pencil and paper, put the phone down while he went ahead with what he was doing and after a while would come by and hang the phone up. It only took a time or two and the calls ceased!
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Lack of Disclosure
Posted by LGirl on 06/07/2010
PHOENIX, ARIZONA -- Sure, it sounds like a good idea. Switch to Cox Digital Telephone and save tons of money on your phone bills each month. They don't tell you even 1/3 of the story during the sales pitch. I ended p having to buy all the services I needed one by one, and at the end of the day, I saved only about $20 per month. If you take into account the time and aggravation of dealing with their deceptive sales pitches, I actually lost money. I agreed to switch to Cox after months of calls. I told the sales representative that I currently had 3-way calling, call forwarding, voicemail, the whole works for $52 ish per month. He told me that Cox could give me excellent service for $12 ish per month. I agreed, the installation guy arrived, installed the phone, and left me materials on how to set up voicemail, call forwarding, etc. I tried and couldn't do it. I called Cox for help--turns out, all I received for $12 per month is a phone line. No voicemail, no call waiting, no 3 way calling, even though Cox gave me instructions on how to set up all of these services. To upgrade cost $20 per month. Still less than my former provider, so I agreed. Then I tried to make a long-distance call, with no luck. I called Cox again. Turns out that to have a phone line that will permit long distance calls, at $.5 per minute, costs another $1.99 per month. Still less, so I agreed and the call was disconnected twice during the call. The time I have spent messing with this isn't worth the $275 I would save by switching or the aggravation of dealing with Cox on this. I would have purchased the whole package right up front if the sales person had offered it to me. I asked Cox if there was something in writing where I could see what I was getting for the cost. The customer service representative said, "Yes, your bill." So, only after you purchase the service can you actually find out, in writing, what is included. Absolutely ridiculous, and, in my opinion, deceptive.
DON'T BUY THIS.
     
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Posted by Anonymous on 2010-06-07:
Yeah I gotta agree the Cox bundle packages pricing can be unnecessarily confusing.
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Quoted prices different from actual bill
Posted by Beachy one on 03/11/2010
Upon requesting a bundled package with Cox, we were quoted a price per month. However, once the products had been installed, our bill was higher than what was quoted. When I called about the higher charges, I was told that what we had originally received a quote on, was no longer available. When I questioned a recent ad that I had seen with a bundled package for a lower price, I was told that if I got that it would take away my discounts and so it goes....with the price being still higher than we had quoted. Cox and all communication companies should be held to stricter policies regarding their quoted prices and be made to provide a written quote. I did mention that I would be making a complaint to a state commission in the hopes of getting this unfair practice changed.
     
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Posted by Anonymous on 2010-03-12:
How long after the install did the price change? Did you have a 3,6 or 12 month promo? Do you use any discounts, like government employee or senior etc? Promos come and go like the wind. You can usually change your promo each time one ends.
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Great Customer Service/Products and Prices!
Posted by FightWriter on 10/29/2008
SAN DIEGO, CALIFORNIA -- In my 47 years I have never fallen across a company that truly will bend over backwards and go to major lengths to assist their customers. Where else can you find a family owned company that consistently provides the most current technology, local customer service and 24/7 tech support. Here is a company with integrity that will not stoop to the level of AT&T by taking specific pot shots at their competitors!

That in and of itself speaks volumes! I don't get it?? Cox has been in the cable business since 1960. AT&T....less than a year. First they took over Dish Network and now it appears they will be kicking them to the curb so they can do their own cable. Which is laughable considering they are CLUELESS as to what they are doing.

Cox's prices are actually less expensive overall. They INVENTED the BUNDLE which has been ripped off by everyone and their mother. People balk at prices without doing ANY research! Just inquire with Dish, DirecTV or AT&T what kind of contract you have to have. Cox......NO CONTRACTS! Or check with the above mentioned how much they charge for HBO or any other premium channel. At least 20-30 percent more than Cox!! And if like me, you bundle your services they do give a substantial discount.

Have you called AT&T's customer service lately? Inept, uncaring, and useless! There will always be people that feel the need to complain month after month after month about prices and bills, etc. These are the people who do not know the meaning of the word accountable. The ones that don't take the time to read their bills or ask the appropriate questions when purchasing services. The ones who blame Cox that their service is interrupted because their bill is 4 months past due and they say "I never got a bill" or "Nobody told me". PAHLEESEEE! I know for a fact that if a person needs some help paying their bill and they call, Cox is not judgmental, will set up payment arrangements and assist as much as humanly possible.

The only catch....if you're the customer, you NEED TO CALL! I'm sure no one is thinking "Oh 4 months passed by, my cable, internet and phone is free because I didn't get a bill". LOL. Did you know on their website you can view up to 18 months of your billing? Sure they're not perfect and mistakes are made. But I can tell you from personal experience, they will NOT let anyone fall through the cracks. They have an acronym (FOAV) Focus on Added Value and they mean it! For over 5 years they have won JD Powers Customer Service Awards and get this, for the last 4 years they beat out AT&T winning JD Powers best phone service awards!!

For those who have legitimate issues (as some of us do with any company) they will work with you until it's resolved. For the rest of you who whine, complain, threaten to go elsewhere, don't take responsibility for your bills and just want to badmouth someone, take a good look in the mirror because wherever you go, you will blame the next company and the next until no one will have you. I have never done this before on a website but in a world where people have no problem complaining, I wanted to say something nice for a change. I only wish they had cell phone service so I could get rid of the WORST company I've ever dealt with (Sprint).

Thanks Cox for being a local trusted provider, for going the extra mile for your customers, for contributing so much to the community and our kids (Cox Kids Foundation), caring about San Diego teachers and continuing to provide the most current great entertainment!
     
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Posted by Anonymous on 2008-10-29:
I have also had great service, price and selction choices from Cox. I'm really pleased this is company practice and not only an isolated incident for me.
Posted by Anonymous on 2008-10-29:
Same here John. Cox is everything DirecTV and DISH wish they could be when it comes to customer service. If you ever need to call them a live human answers the phone that speaks English and is not in India or the Philippines. No sleazy hidden contracts and we pay nothing extra for far superior HDTV. Like the OP points out the three way bundle saves people a lot of money. (VH)
Posted by Anonymous on 2008-10-30:
Yeah, I too love Cox.
Posted by Ponie on 2008-10-30:
Learned something new today--as is quite usual coming to M3C. Never knew Cox was a family-owned company. When I first hooked up to Internet and cable TV, AT&T was our provider. This was several years back when Colin Powell's son Mike was Prez and CEO. Since then there have been many changes in management and from reading various complaints, I guess the service has deteriorated quite a bit.

Have friends in NE who signed on with Cox for ISP and cable TV about a year ago. They say it's fantastic and the slight additional cost for ISP over their former provider, Earthlink, is worth it.

I completely agree with the poster's comments about some of the complaints we see. Didn't get a bill for three months? Yeah, sure...
Posted by FightWriter on 2008-10-31:
Superbowl, great point about not getting India or the Philipines! The lack of communication is intolerable!! Not to mention the outsourcing of jobs!! It feels like it's a robotic conversation to me, people just reading a script repeating the same things over and over. After 8 long years, I will finally be leaving Sprint when my contract is up and 90% of the reason is their lack of customer service!!!
Posted by Kevin from Lincoln on 2008-11-15:
You are all Stupid. Let ne save you time and hassle calling Cox if you have a problem.
1. There is an outage
2. We will send a technician out , when available
3. You don't have that service option
4. There is an outage.
5. bythe way what is your address?

This is what you will get no matter what the problem is. When you call this Powerhouse of technology and ask WHY something is wrong their answers relate to two morons with a string between cans. Yes I checked to see if the TV was on! Yes I have unplugged the box and counted to 10 then replugged. Should I kick it now?
oops that's right I'm on hold for 15minutes again...supervisor? hello there's an outage.

So here's the simple cut to the chase answer: We are stupid pay the bill and be satisfied with what you get. bythe wayas of february next year analog TV will no longer be available. You know that service that was uniteruptable for 60 years and COST NOTHING!!!!!

Customer service goes beyond saying "sorry for the wait" it means doing something while we are waiting.
Posted by DigitalCommando on 2008-11-15:
Kevin, born in the back of a Lincoln, are you in love with that old tired analog crappy resolution picture? In case you missed the boat, over the air free local stations are not going away, just moving to digital like Europe did several years ago. God forbid we actually do something right for a change. If you hate the beautiful, crisp clear picture with HDTV, may I suggest you smear a thin layer of vaseline on your TV screen, that way you'll be warm and cozy with your low res images again. And before you call Cox again, put the batteries in the remote first!
Posted by Ladderman on 2008-12-11:
You must have a crappy picture then, because he has the option of HD service. DUH. Cable is not going away either. I bet if he was talking about satellite, you would be praising him 5 pages long.
Posted by TDB on 2009-04-16:
Either you guys are COX employees, stock or shareholders or you have never needed Customer Service or Repair. I have written proof, I have pdf proof (pictures of the Las Vegas Data Transfers and pictures of cut cables at my house where the tech cut to close to the wall and can't repair it now). When your cable goes down, MY PROOF will show you won't be singing so happily anymore. What good are what you call lower prices if you don't get the service needed to get what you paid for. Monopolies are nothing but trouble given time and we are at that point folks.
Posted by TDB on 2009-04-16:
Either you guys are COX employees, stock or shareholders or you have never needed Customer Service or Repair. I have written proof, I have pdf proof (pictures of the Las Vegas Data Transfers and pictures of cut cables at my house where the tech cut to close to the wall and can't repair it now). When your cable goes down, MY PROOF will show you won't be singing so happily anymore. What good are what you call lower prices if you don't get the service needed to get what you paid for. Monopolies are nothing but trouble given time and we are at that point folks.
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Overcharged phone bill
Posted by Big G99lincoln on 12/07/2007
Cox set me up for Intl calling because they beat my other rate by 2 cents from 9 to 7 which I have been using for the past 10 years, so I get the bill with reg LD rates over $300.00 as they forgot to enter It Into their system which they take no blame or responsibility for. been two weeks now of lots of wasted phone calls with them with little hope
     
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Posted by tnchuck100 on 2007-12-07:
If you can prove it, take 'em to court. My guess is it was all on the phone. CSR's and phone lines can never be trusted.
Posted by sherilaugh on 2008-04-01:
all you have to do is ask them to add the plan and rerate it. it will show on your next bill.
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Horrible Customer Service
Posted by CRC on 10/19/2007
QUEEN CREEK, ARIZONA -- How is it Cox can spend millions on advertising and cannot even add new service with any level of confidence? After my first attempt to add new service failed (the technician did not meet our "appointment window"), customer service contacted me to try and make amends, second try... customer service stated I needed to redo the phone switch over request, I called to do so, and was told I did not need to redo the phone request, two days later, another email I do need to re-complete the request... and am told at that time, my 3rd or 4th contact that the phone cannot be switched over on Saturday anyway. Told them to cancel the order. How is it Cox can become a monopoly? Even going to the FCC website to complain about their monopoly is not effective, they direct you back to Cox's franchising authority (whoever that is).

The only alternative in my area is Direct TV, costly and you need a ton of additional equipment. There must be a lot of money going between Cox and the politicians to keep this one up... whatever happened to Cable America... good service, reasonable price... oh yea, Cox bought them, too bad.
     
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Posted by Anonymous on 2007-10-19:
I agree with you. Thanks for the 'Very Helpful' info.
Good luck.
<;O)
Posted by Ponie on 2007-10-19:
'How is it Cox can become a monopoly?' They aren't. You, yourself, mentioned DirecTV. Don't like the equipment or additional expense? Well, you'll have to decide which is the lesser of two evils. But since there is a choice, they cannot be considered a monopoly.

As far as the response you received from FCC, perhaps you should acquaint yourself with who/what is your local government. Whether it be township, village, or city--that's who your franchising authority is. Go to their meetings, voice your displeasure. If they receive enough complaints, they may decide to change suppliers.
Posted by Ladderman on 2008-01-13:
As for meeting time frames. That is impossible in a lot of cases, because those technicians do not go to work everyday thinking they are going to run into a mess at a house, that they have to redo. One appointment that they were only give an hour to do, can cripple them for the rest of the day because they were not given enough time in the first place. If they have 3 calls in the morning, and they spend most of their time at one house, you can see what is about to happen. And most cases, the other technicains are tied up themselves. I am sure they do not meet them on purpose. The technicians are more aggrevated than you are. Give them a break. Time frames are rediculous, and only make ALL companies look bad. My dentist appointment I had was an hour behind, but you don't see me trying to make their office look bad now do you? We all need to quit acting so self centered these days.
Posted by dmoore111 on 2008-01-21:
Sorry Ladderman, I disagree. Of the 7 appointments Cox has had at my home, only 4 showed on the aggreed upon DATE. And no, it wasn't confusion on my part. I have weekends off, and my son has Wednesdays off. I wouldn't 'accidently' be so misinformed as to agree to Mon,Tue,Thurs,Fri... Yet, it has happened 4 of the 7 times that they show up on days that my son is either on his way out to work,etc. One morning I was leaving through my gate at 8:10 am and seen teh truck. The guy asked to be let in and I asked if it was for my address.. he said yes... His appointment date was correct, but I had scheduled for that evening between 5-7 block of time. How does 5-7pm transfer to the first call in the morning? And yes, I feel bad for the techs becuase I'm sure they spin their wheels all day, getting nowhere, due to scheduling back at the office. On their behalf.. two times they were going to be very late and both times I received a call from the techs (not home office)... It's that simple courtesy that customers appreciate.
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