Cox Communications Inc Complaint - How Do You Spell "Nightmare"? Cox
NEWPORT, MICHIGAN -- When I decided to move my business from one location to another in Newport, I investigated both Verizon and Cox to see who had the best rate for my needs: telephone, television, internet. At my prior location, I had a Verizon Centrex system and Cox cable services. Cox convinced me they could save me money, so I gave them the go-ahead. And then the nightmare began.
Based on their promise that their technicians would complete their work between 1 P.M. and 3 P.M. on a Tuesday in February, I scheduled my IT company to move the computer network into the new space at 3 P.M. The first team, evidently, thought this was a residential transfer (!) and decided they were not equipped to do the work. My IT technician showed up as scheduled and did what little he could at that point, as he had no lines to work with.
The next morning another team showed up, stood around with their hands in their pockets and said they would be back after a third team finished running the necessary cable. They disappeared and nobody came back that day, except my IT technician, who happened to be working in a nearby town and decided to stop by to complete the job for me. Right.
All this time I am without telephones, without access to my customers, without access to my website (e-commerce), and I’m spending time outdoors in the freezing cold making all these calls to Cox on my cell phone. When on Friday of the week I decided I had had enough and was virtually spitting blood into the telephone, a dispatcher took the situation seriously and decided she COULD get a team back to my store before Monday. I was staring at a retail weekend unable to service customers -- not a good thing in this economy, and a layer of stress I definitely did not need.
Verizon had in the meantime installed my “four” lines and left the premises the day before. Later on the same day we discovered Verizon had left us with only two of the four lines functioning. To their credit, Verizon sent a technician right away to correct the situation.
Fast forward to the next Friday. Cox had shown up during the week in order to port the Centrex system over to their digital bundle I had purchased. They did that and left for the day. Then I discovered my merchant terminal would no longer work. So I couldn’t scan credit cards and the morning sales (when we were still with Verizon) would not be able to autobatch at 11 P.M. that evening.
Once again I called dispatch, who said a technician would meet me the next morning (Saturday) at 10 A.M. I showed up at 9:15 A.M. and hung around waiting. The technician never showed up, nor did I receive a call from anyone.
At noon, with families visiting our marketplace for the festival we host each year, I finally called dispatch to see where the technician was. The dispatcher was as upset as I over the whole mess that had begun a week earlier, and told me the technician was still on his 8 A.M. to 10 A.M. call and she'd call me right back. I guess my crystal ball was down for the day, otherwise I guess I would have known that, right? She added to my misery by telling me when she called back that the on-call technician wasn’t answering the page.
Long story short, someone finally showed up in the middle of the afternoon and had no idea what to do. He did, however, have the sense to call someone who understood merchant terminals and guessed our problem was the “9” required to access an outside line with Centrex was never removed from the merchant terminal. After calling my merchant service provider’s tech support, we got the problem straightened out and my merchant terminal now works.
As of today, two weeks after the first phase of the nightmare, I still cannot set up my voice mail as I had it before, with separate boxes for store hours, private messages, etc., etc. Although I’ve called telephone support in the commercial division three separate times, I’m left to decay on the telephone while they put me on hold in order to learn on the job. The final insult today was I was told I needed to speak to someone in sales and they would connect me. They actually disconnected me while I waited.
So another weekend is upon us, with another business limping along compliments of Cox, our friend in the digital age. My advice to anyone considering Cox? Run, don’t walk, in the opposite direction. The incompetence throughout that organization is astounding. Nor did I receive a phone call or letter of apology for the loss of sales or the additional stress caused by their mindless work.
One thing all dispatchers and I agree on: Cox has definite problems in levels of expertise among their road crew. Maybe instead of holding customers hostage by stuffing all those cute little commercials with robots down our throats, Cox should consider investing money in training everyone from the CSRs and support staff (who keep us holding far too long on business phones) to the road crews. The one thing that is definitely missing is a simple concept called "courtesy".
Should a business customer have to call 25 times during the course of two weeks?
Then there is the email server that goes down how many times a year? But that's story for another day.