Tired of Poor Customer Service From the Folks at Cox Communications
Cable TV, Phone and Internet Service - Complaint
LAFAYETTE, LOUISIANA -- At least 4 years ago my billing address changed due to our home being annexed into the city limits of Breaux Bridge. Every other company I do business with, and there are several, had no trouble correcting this in their system. My wife and I have spoken to at least 9 employees of Cox in an attempt to update address to no avail.
Approximately 3 weeks ago my wife called in to report that we had no cable service. The person she spoke to said others in our area were experiencing similar problems and when others were put back on line we probably would be too. So we stayed an additional 2 days without service. When my wife called back to set up service she was told that no one else in our area had experienced any problems and that the first person she spoke to was just mistaken.
While on the line with service a sales representative, I think his name was Carlton, got on the line and spent about 30 minutes giving my wife a pitch on bundling our service. This is not unusual, we've been pitched a bundle plan just about every time we speak to anyone at Cox. Only later to discover our time had been wasted because the representative pitching hadn't taken the time to know we were in an area that Cox couldn't provide phone service.
My wife brought this to Carlton's attention and he informed her that now we could get the phone service with Cox. To keep what we had and add phone she was told, due to a special promotion would make our bill $137.98 per month for the next 12 months, then it would go up to $162. It was late in the evening and my wife said she would think about it.
I spent a couple of hours during the next couple of days trying to activate the bundle package, as describe by the sales representative and was informed that the offer given was not correct. Later I was able to speak to Mr. Carlton and he informed me that he did indeed make a mistake in his figuring. Upset over the fact that Cox had again wasted our time I asked to speak to his supervisor. After a long wait Amy picked up the phone said she was a "Team Leader" and she would do what she could to make sure I was taken care of, but that it might be best, since I had been on the phone so long already that she call me back the following day (8/15). Well she never bothered to call. Angered, I called myself and left a message on the 17th for her to call me. Today is the 22nd and I still have not received a call from the "Team Leader."
Check my file and you will discover that I have been a long time customer, with a perfect payment history and this is the thanks I get.
Chris Tabor, Breaux Bridge, LA