New Contributor III
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48 Messages
Customer service
I have been a cox customer for many years. Along the way I think I picked up on a few things. This only applies to my area. The main thing I picked up on was the difference in service technicians. If possible schedule an appointment for a technician to come out doing the week. It seems like the weekend technicians are not very knowledgeable. Recently I had a technician come out for a problem on the weekend. He could not find the problem so he started texting with someone on his phone to help him. The person on the phone he was conversing with made such idiotic suggestions it would be embarrassing to repeat.
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Health_Edge
Valued Contributor III
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4.2K Messages
I think what you might be refering to are contractors. They help give some flexibility to technician scheduling. They get paid per job usually, instead of per hour, so its cheaper to keep 10 contractors and 5 inhouse technician then it would be to hire 10 inhouse technicians. Also, you wouldn't need to lay off a bunch of technician if things get slow.
The problem with contractors is it doesn't take much to be one. Some of the contractor groups I know only require you to know how to drive a truck and give very limited training. Also, the fact that they get paid per job, instead of per hour, no doubt makes them want to stay at each job less, and most times leads to a inferior installation or trouble call. Also the agencies themselves are out to make a but, so usually they hire from the bottom of the barrel.
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ReneeG
Former Moderator
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980 Messages
I understand how that type of experience doesn't instil much confidence in the quality of our work, and I apologize. Was the tech ultimately able to resolve your issue?
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ReneeG
Former Moderator
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980 Messages
We do utilize local contractors in partner with our in house technicians. Both contractors and Cox technicians work weekdays as well as weekends. All techs, including contractors, go through daily quality checks to address thoroughness, resolutions, and to identify areas where further training is needed.
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Health_Edge
Valued Contributor III
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4.2K Messages
". All techs, including contractors, go through daily quality checks to address thoroughness, resolutions, and to identify areas where further training is needed."
As someone who worked as contractor, I can tell you first hand, while this may be the goal, it is not the reality. Contractors causes problems, I used to see my less technical co-workers make them every day. I understand its a "necessary evil" so to speak. There are certainly some good contractors, but alot of them were usually from construction or some other area with no inate background in technology.
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Domino
Valued Contributor III
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2.8K Messages
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