Trying to upgrade from the dismal Panoramic
- I called in to try to get help with my service. I upgraded to the Panoramic and it wasn’t panoramic. I was getting a worse signal than I had before. I asked what they could do. I also said that I had a VOIP phone that wasn’t working. Additionally, I said I was getting a message on my TV to upgrade. I got some man on the phone that said he could only help with the phone. He said he doesn’t do troubleshooting and I needed to talk to someone else. Since I had waited on the phone so long to get this special <not> person, I asked him if he could do anything. He said I needed a tech. He was very unpolished and didn’t offer to help me in any way.
- I called back and got a really nice rep who went out of her way. She actually talked me into upgrading so instead of them offering me some kind of discount, I decided to upgrade. She then told me that my VOIP phone had been canceled months ago. I said it couldn’t have because I never called in to do so. I said I believed I was still paying the bill but she said I couldn’t be. But she was nice so I wasn’t going to argue about it until I checked my bank statements. She set me up with two appts. One for Wednesday the 5th of June and another for the 8th. I asked them to please not send a contractor because the last one had been pretty green (for the Panoramic install)
- I waited and waited for the people to show up both days. No tech, no phone call, nothing. I wasted my whole Saturday waiting. I wasted my Wednesday early evening.
- So, I had to call again (long wait time) and rescheduled just one of the appointments. I wasn’t going to push my luck. Friendly rep, no complaints. No mention of any perks to ease my pain.
- Waited for the tech today (June 12th). He was supposed to arrive from 3-5. At 5:00 PM, I had to call in to see where he was. They said his ETA was 5:25. No phone call from him to let me know he was late.
- Tech got here and looked around a bit and then said he didn’t have the equipment for the install. I asked him how he came here with a work order and didn’t have the equipment. He said he had one but used it at his last job. I could not believe it. He said Cox would reschedule it.
- I called Cox again to ask why they would send a tech with no equipment and I did get a very nice guy who said that was unheard of and that as a customer with so many years as a Cox customer, I needed someone who would take ownership and make this right. I thought, Oh Finally, someone that understands customer service. He offered to have me speak to a supervisor and I jumped on the chance. I had not raised my voice once as that is not my style.
- I was put on hold again…..Someone came on the line that sounded like he was 20. I explained the problem to him and he said he had never heard of that. I sat there waiting for him to say something else (think Jeopardy theme song playing). Since he didn’t seem to have anything to say, I asked him what could he do. He asked me what I wanted? Huh???? I asked him if he was a supervisor and he said he was. I told him he sure didn’t sound like a supervisor. He said, well your appointment is rescheduled and I said that was the first I had heard that. He then started to tell me when it was rescheduled for but I was so fed up, I hung up the phone.
- Tomorrow I will be calling again to cancel the whole *** thing. I pay $250.00 a month for cable with no special channels, an “upgrade” that wasn’t an upgrade and a phone there is no record of (but I was most assuredly billed for).
$120 for Wednesday
$320 for Saturday
$120 for Wednesday the 12th
$160.00 Time on Hold (total) 4.25 hours
$249.06 – The months I was billed for a “non-existent phone” that wasn’t working.
So, Cox owes me $969.06
