Your Friend In The Digital Age -- What A Joke!
FAYETTEVILLE, ARKANSAS -- To Whom It May Concern,
For the past seven weeks my cable internet, television and telephone services have been intermittently been failing; sometimes several times per day. As the failures became more frequent, I called the technical support staff on March 11th and explained the issue to them. After a horrible round of circular logic and suggestions for resetting the router, even disconnecting the router from the modem and connecting the computer directly to the telephony modem; the on-call technician finally suggested that I should purchase a cable splitter, extra coaxial cable and a new cable modem to separate internet service from my phone service. Very dissatisfied with the inept suggestions; especially with the "final" solution that involved me having to purchase additional equipment to correct the problems possibly stemming from the Arris model: TM502G telephony modem installed by a Cox technician or the connections in the MDU box, I ended the phone call.
Four days and a total of three calls later the on duty manager from Cox Technical Support called me at home around 20:15 to inform me that a technician had finally been sent out to one of the relays where he found a bad amplifier unit that could not maintain the power level needed to provide consistent service. He believed that service should have returned to normal and at that time we cancelled the on-site call that was scheduled for the following morning. Service seemed to improve briefly, but after having my internet, telephone and cable service interrupted five times within a 40 minute period, I called technical services yet again to schedule an appointment. The following day a technician came to my apartment to test the services and attempt to diagnose the problem. While he was here, Thomas was able to monitor the signal from the living room and change out one of connections in the green cylinder outside, though we both noticed how horribly loose the foundation was for the unit. However, when he attempted to open the MDU box, he discovered a major problem with the lock and had to begin drilling it out. After several attempts, he was still unable to open the MDU box and test the connections that enter the apartment. At that time, he called the supervisor on duty and assured me that they would be coming back with more equipment and would call me later in the day.
That was over a week and a half ago and I have not heard from the tech or his supervisor again. This afternoon I went outside to see if they had come back and completed the work on the MDU box and just failed to contact me, however as I had already suspected they had not. With the lock still partially drilled out, the box was still impossible to open and has probably been this way since the last technician replaced a bad splitter in the MDU box two years ago.
Two days after the technician came out a young woman from the sales department called to "thank" me for being a "valued" customer and offered to upgrade my internet service to the next tier for only five dollars per month. When I informed her of the problems with services dropping, she changed the offer to telephone service and then television. My question to her was simple, Why would I want to spend additional money with a company that cannot even provide an adequate level of service for me now? She still failed to understand my point and continued talking as I told her to have a nice day and terminated the phone call.
Perhaps Cox Communications should funnel some of the funds currently spent on advertising into upgrading and maintaining the failing infrastructure that is currently in place. Instead of just telling people again and again that you are "their friend", you should be showing them with improved service. Below you will find a list of recent dates and times when I have watched my services fail:
April 1, 2009 00:30
April 2, 2009 01:25
April 3, 2009 00:06
April 3, 2009 00:30
April 6, 2009 01:00
April 6, 2009 15:58
April 6, 2009 22:17
April 6, 2009 22:26
April 7, 2009 00:42
April 7, 2009 02:20
April 7, 2009 02:26
April 7, 2009 02:30
April 7, 2009 03:05
April 8, 2009 22:00
April 8, 2009 22:42
April 9, 2009 00:06
April 10, 2009 02:00
April 10, 2009 02:40
I have attempted to submit this letter via email using the Cox Communications website. However, the server was down according to the incredibly unhelpful online chat technician and they would be back online in an hour... that was over 24 hours ago. The chat technician refused to offer any additional email addresses for a technical supervisor that could respond to this issue. As it stands now, I feel that no one in Customer Support or Technical Support cares about the individual customer and that is truly sad.
This letter has been sent to:
Video Services: Manager of Public Relations
Wireless and Wireline Phone Services: Manager of Public Relations
Internet Services: Manager of Public Relations
I am also sending a copy of this letter to the local Cox Communications store.
Several phone calls have been met with ineptitude and inaction from this subpar company. Not one time have I been offered a refund for the $165 a month I have been paying for failing services or an actual apology. I am so tired of hearing false apologies from call center representatives that do nothing to actually help the situation.