Forum Discussion
While I was chatting with support, today, disusing what has been transpiring over the past number of days, and months.
Support, could not find the previous upgrade order, even though it showed on my Cox account page, and received numerous emails confirming the order, 2 days ago. I was on the phone with support when the order was made, and support confirmed the order number.
Yet the support individual I was chatting with could not find an order, or any notes, or anything about my half a dozen, and many hours on the phone and chatting with support.
While re-configuring my account, the support individual (Mary Ann), who seemed to have some experience at Cox. Suggested I get the "Complete Care Support" package. Soon as the order went through, a matter of a couple of minutes, email started working. It had not been working for some time. I do not use Cox email, but do click on the link on the account page, to clear out all the spam a few times a year.
If you want support personal that can help you, and you want your email to work. Add the Cox Complete Care Support Package. It is $10 a month. It is the only way you can get anything resolved. It is all about the money.
It appears that Cox has adapted the Amazon AWS business plan. No support even though you pay for products, even if it is their fault. Purchase the monthly support plan, and everything works better, while the paid support personal have access to do things the normal support people cannot do.
It is all about the money. Just how it is nowadays, no support even though you have been paying on time for 20+ years. You have to pay that additional $10 support fee or be left out in the cold.
I really did not want to increase the monthly amount, I pay enough already, but I can now use the services, and now have access to support personal that can actually do something. A real shame that things have gone to this.
Seems that many service providers are now going this route. Would be nice if they were honest about it, and simply from the get go. State if you want support, and access to the services you have paid for, pay the add on $10 support fee, and it will all be good.
- Pam6136 years agoContributor II
It shouldn't be that way. You're paying for the services & if you don't get the services you pay for they should help you with no other charges. So now you're paying an extra $120 plus taxes & fees/year for a service you should get for free
- RC806 years agoNew Contributor II
I recently had lost of issues on a basic box activation. While the Service reps on the phone and chat were mostly nice and professional they were unable to resolve despite what I thought were valid efforts. They then escalated to the 'back office' and where the ticket was ignored and I could not get an update. Finally went to a Cox Communication store where they people there were fantastic and stayed with the issue until resolved. Highly recommend if possible going to the retail site and avoid the phone / chat for anything beyond very very basic.
- RC806 years agoNew Contributor II
Meant to add that I am a 30+ year Cox customer and do have the same compaint as the initial person who was chat was locked. Should be offered packages and bundles like new customers. Feel very much taken advanatage of
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