Credit our Account?

According to the terms of service we agreed to Cox is not required to credit our account although it would be good PR if they did.  (I am not a Cox Employee, I just read the terms of service.)

Heh, heh, heh. Are you kidding? Do you really think Cox has any plans to compensate its customers for their obviously weak and ill-designed infrastructure? I was told since it's free, there will be no compensation or restitution made.

Yea, right, like we don't pay for this. Like so many others, I will be looking at the competition once Xmas is over.

The failure of Cox's RESIDENTIAL e-mail for this amount of time and the explanations offered by "Frankie" are both unacceptable. This is a widespread and prolonged outage that affects customers in ELEVEN states. Obviously, Cox's infrastructure and contingency plans are grossly inadequate and ineffective. If the actual cause is a cyber attack, we, as Cox customers, will realize it when we are alerted by our banking institutions, credit card companies and other businesses alert us of possible identity fraud. 

There has been discussion as to how customers are exaggerating the impact of the e-mail failure. For customers who try to retrieve a password from an online account that was set up with their x.cox.net address it would be a major inconvenience that wouldn't be circumvented by creating or reverting to a gmail, et. al. account. For customers who have multiple e-mail accounts yet communicate with certain people exclusively through their Cox e-mail, the timeliness of those messages will be lost. (Remember that e-mail and text messaging are an integral and essential means of communication today that we pay for and expect. This is not 1962 - our communication is not centered around the rotary-dial telephone and the mailman.) For customers who receive special offers during this holiday season from merchants it would be a minor inconvenience, but one that might preclude them from saving money on a purchase. So, is the impact exaggerated? If, for over 2 days, you couldn't send or receive "free" text messages on your cell phone despite the fact that you paid your service provider, wouldn't you feel entitled to "whine"?

Notwithstanding these repercussions, the question at hand for all Cox customers is how to proceed in light of this event. I have been a Cox customer for about 20 years but I am seriously considering how inept this company is in dealing with this situation and how tempting it is to switch providers. Cox, like many businesses today, have no appreciation for customer loyalty. NEW subscribers to their services are entitled to the best deals - not us. For instance, new subscribers receive a bundle discount of $10 per month for 12 months in the RI service area. As a company that has over $9 BILLION in revenue, I believe that the minimum response (perhaps not even the most equitable) from Cox to mitigate this situation and prevent its customers from running to their competition would be to extend that offer to all of the customers affected by this fiasco. In most cases, this would only amount to about a 10% discount - from a company that has a profit margin of at least 60% (across the board) yet can't offer reliable service. 

The credit would amount to a few dollars.  A month's fee would be better, but how many of us would say even that's reasonable compensation for this downtime at this time of year when people are buying Christmas presents online and exchanging holiday greetings, not to mention things like small business people (business email does seem to have been affected), etc.

Yes, will Cox give all of its affected customers a credit? They KNOW the problem exists, it is THIER problem. They dont give us any discount and you can bet your last dollar that your account is and will be prorated if you join, add, or cancel services. PLEASE do the correct thing for a reputable business and automatically credit your customers. DONT make us call in in droves to get a credit and clog up the phone lines. Heck, even a $10 "sorry for the trouble" on top of that would be nice.

Very displeased ! With the prices that all cox customers pay for internet, cable, and a phone lines you would think this issue would be resolved. I am just hoping that my college professor is an very understanding man. If not,  guess what? Someone is only gonna get half credit for their finals. Thank You COX ! So wonder if i have to take out a loan for tuition if cox is going to repay it? I have considered terminating my services many times and this just may be the icing on the cake. 

The final email I was able to send was  on Friday, December 14th at 5:43pm, received final email at 6pm.  Due to the inconvenience caused, I expect we will be compensated.  It is now 11:41pm, Sunday, December 16th, NO EMAIL SERVICE....Thank you for your prompt response.

This is time for cox to send a sign, everyone effected be reimbursed, some will never know if they got that $5,500 remodel job, or if thier child might be in jail or something, using their last form of comication, as I was checking on that job

I logged in under a different account, yep got a long way to go. Luckily I do have a windows live acct. I closed my Yahoo, they were too slowso far MSN whether its live, or hotmail, they have proven reliable traveling etc.......But cox customers get fees raised in new taxes and rates all the time, its about time they thougt about thier custmers and gave a month rebate just to show theyreall wabnt our business.

Not just email was out, folks.  I have drop box and it would not let me upload to that either.  I tried to send something using my hotmail account and that didn't work either!

I was finally able to use my verizon account on my iPad to upload the large file to my drop box so that I could email the link (when cox is back up).

Thanks Cox.....You have the "Bull By The Horns" on this one. If I am late to pay my bill...I wonder how passive you would be about that. The other services available may be slower, but they exist! Not only are you completely out of reach on the price of your service.....your own resolution to this problem is to get another email program! Thanks for all you do!

Cox is the absolute worst when it has anything to do with customer service, refunds or credits. Although they are one of the weakest, technology wise, and without a doubt the weakest in trained technical staff of any communications company in the United States. I have a small personal business that unfortunately uses Cox as my main email provider. I have lost thousands of dollars over the last couple of days because of this disaster in Christmas sales and communications, do you think you will ever get anything else but a big I'm sorry. Happy Holidays all,  have already started the canceling all Cox services and moving on.