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wrr

New Contributor

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2 Messages

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TV Pricing confusion

Ive been a loyal customer for 7 years and have been blasted with offers to leave. When I call support and ask easy questions about my dollar value, I keep being told that they "don't understand".....what I want. I just want to be able to get the same comparable service and know the price. I even broke it down for the rep. This has happened twice in a short amount of time. I am being forced to leave, due to the huge savings. I would be willing to pay a little more. I spent 40 minutes "discussing" this. Wow. WE DID NOT WANT TO LEAVE. THOUSANDS OF DOLLARS IS TO MUCH NOT TO. I'm confident that I would have been able to get information if I was not a current customer.

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ChrisL

Former Moderator

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7.1K Messages

Issues such as these are specific to your account and therefore not best addressed here in a public forum.  Please email us at cox.help@cox.com with all the relevant details and we'll be happy to review your account with you and see what options are available to meet your needs.

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Cox_has_ZERO_cu

New Contributor II

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4 Messages

I agree with you completely.  This company has some of the absolute worst customer service I have ever experienced. I have been a stupidly loyal customer for over 21 years and my bill skyrocketed to over 289.00 per month. When we called to inquire about it, we were basically told that they could lower it to 249 and that is the best they could do.  We again asked if they would prefer to lose us as a customer or to find someone who could resolve our issues.. we were basically told that we could leave.  Cox would rather spend a fortune trying to gain new customers rather than retaining the ones they have. They seriously need to wake up and realize that they no longer have a monopoly in this area and there is a great deal of competition offering far more for less.  CUSTOMER SERVICE WILL RESPOND THAT THIS IS A PERSONAL MATTER AND SHOULDN'T BE DISCUSSED ON THEIR FORUMS; HOWEVER, THEY LEAVE NO CHOICE BECAUSE THEY INSIST ON HIRING INEPT, INCOMPETENT PEOPLE TO MAN THEIR PHONE LINES SO THAT CUSTOMERS SPEND RIDICULOUS AMOUNTS OF TIME IN A GOOFY PHONE LOOP SPEAKING TO ONE PERSON AFTER ANOTHER TO TRY TO GET ANSWERS.  DON'T RESPOND TO ME THAT I SHOULD EMAIL YOU.. I HAVE ALREADY DONE THAT!! HOW ABOUT THIS FOR A CHANGE?  YOU CONTACT ME AND RESOLVE IT.. I HAVE SENT YOU AN EMAIL!! 

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ChrisL

Former Moderator

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7.1K Messages

Indeed account issues are personal in nature and not suitable for public discussion as how the details often involve personally identifying information.  Feel free to email us at cox.help@cox.com to continue this conversation and we'll see how we can better assist.

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Cox_has_ZERO_cu

New Contributor II

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4 Messages

I think you don't like them on your discussion forum pages because it shows how totally inept and unwilling Cox Cable is to actually provide quality customer service.  I sent an email and I will continue to call and post on discussion forums until someone with some sort of knowledge can answer my questions adequately!! 

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wrr

New Contributor

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2 Messages

I tried to call multiple times and actually allowed over 2.5 hours of my "personal" time. Emailed as well. I found other topics similar to my concerns and they appeared to be locked. I'm not hard to reach I consider myself reasonable And REFUSE to address the power of the internet without reaching out sincerely multiple times. If one chooses to use a public forum, then they should be willing to allow public information to be used. My account was "reviewed" and I am disappointed that my voice was not respected enough to discuss the true " value" of a customer paying over 200 dollars a month and not one time have I been instructed on how to get the best value for my dollar. I am only told that I am "not eligible" for a service. After a minimum of six contacts with "customer service" I have yet to be offered ONE solution that addressed my desires as a customer. There is no obvious avenue for customers to contact "retention". Most all other companies appear to have a very easy and NOTICEABLE tab to click for "current customers" or "exclusive customer benefit". Ect. I will gladly post personal information if it provides validity, I am confident that someone in the higher ranks will truly understands they are making this TOOOOO hard and need to correct a communication and service problem soon. I really hate to see good companies start to fall, I hope COX will see this light soon. I really believed they showed superior efforts to earn and keep business years ago. Good Luck R

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ChrisL

Former Moderator

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7.1K Messages

This forums is intended to be a venue primarily for users to assist their issues with technical issues.  While we don't mind hearing feedback good or bad these types of issues cannot be constructively handled in such a forum.  We invite both of you to continue to work with us using the contact information provided.

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