I would like to know if ANYONE in this channel or thread has an e-mail address to a VP of Customer Service for Cox Communications. I am convinced that the customer service agents are trained at a North Korean training camp in indoctrinated responses. Every year our bill jumps 20-30% and I have to go through the "Ground Hog Day" nightmare of re-living a conversation with Customer Service to get our bill down to something I am not so ashamed of that I would hate for my father or late Grandfather to know what we were paying for with "nothing to show for the cost." $3K per year is ludicrous for vapor.
Seriously, I would like an e-mail address. Tonight's Ground-Hog Day did not end well...it was one of the painful suicide scenes. I had multiple agents back-to-back who would not listen to my questions and kept trying to upsell me on what I didn't need when I was trying to get my bill down. I was finally transferred to a "Supervisor" in "Customer Loyalty" who was going to look for a package and discount. Same thing, not listening. When he finally mentioned a rate that we could live with, I was trying to ask him a question about the package to have clarity...he delayed and delayed. "Sorry, that offer has now expired." "What?" "The offer expired while I was waiting for you to answer a question about what was in the package?"
I am a senior, a Veteran, and a former First Responder. My wife is a retired educator. Cox offers no discounts or loyalty programs. Sadly, we have been building up the Cox corporate bottom line for 35+ years. We pay for 150 channels but watch less than a dozen. Why can the not establish an "Ala Carte" channel lineup? I do want to let those in corporate customer service understand how their lack of good customer service has pushed me over the edge. As soon as AT&T Fiber is in our neighborhood, I will be removing the Cox cable out of my house and yard. I don't want anyone at this address to ever again use Cox. The Cox "can" (utility box) for our neighborhood is also in our backyard. I am thinking about putting in a garden that may require roto-tilling the soil. (Just saying...) 😲
Since Cox requires state approved public-right-of-way as a utility, I wonder when our legislators last looked at the licensing authority extended to Cox and any quality control measures established. Maybe a call to the Corporation Commission.
Any thoughts?
For anyone in business, this is what happens from poor customer service. It costs 12 times to attract a new customer compared to the costs of retention. Studies show that when a customer is lost from poor customer service, they will communicate the experience within their sphere of influence at least 7 times within the first 24 hours. I thought I would get a jump on things.
