Weasel95

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4 Messages

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What does is mean when support says they are "escalating" your request

Spoke to customer representative last Thursday, of course the situation needs to be addressed by someone higher up. I was told the call would be "escalated" and someone would contact me within 48 hours. Here we are 5 plus days later with no response (of course all previous emails and previous requests with customer service have been ignored up to this point), so the question is at what point should I take being ignored by Cox as them not wanting to continuing to take my $2,400 per year and move on? As a point of reference the phone call that was placed to customer service was in regards to possibly continuing the business relationship.

ChrisL

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7.1K Messages

Perhaps we can help here. What seems to be the issue?

Weasel95

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4 Messages

Bottom line: Should I sign another two year contract what is the best deal cox is offering. When I signed the last one the advertising and specific promises made by your sales people where that I would get ALL corresponding HD channels that I paid for. Well I paid for all premium channels for the last 2 years, yet only received 50% of them. Of course after changing out 3 sets of boxes and losing all my saved programs it was finally decided that if I wanted the additional channels in HD for HBO, CINEMAX, SHOWTIME, TMC and STARZ I had to spend even more monies. The funny thing is EVERY CSR agrees that Cox should have easily corrected this issue with little loss to keep a 20 year customer happy.......the problem is finding someone to man up and take care of it. As I predicted 1 1/2 years ago no one would care until I was no longer under contract and the real threat of losing another customer became a reality. Surprisingly Cox STILL doesn't care........So the question is should I wait a few more months for PRISM TV where you get ALL channels in SD AND HD in addition to all premium channels for less than $150 a month or does Cox step up to the plate and correct past failures........so far looks likes PRISM is in our future.

FYI - the last time another telco company came into the valley Cox almost didn't survive......you guys might want to check your history and actually start a game plan that incorporates quality customer service with a quality product........something that has been missing for a LONG time.

Sent from my iPad

ChrisL

Former Moderator

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7.1K Messages

From what you're saying it sounds like you're referring to what we call the plus pack channels. At this time those can only be delivered via a Contour receiver. I apologize for any inconvenience.

Health_Edge

+5 more

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4.2K Messages

This is a technical forum and your post seems more a rant then a technical question. Im not even sure what your issue is.

Sent from an actual computer.

Weasel95

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4 Messages

Who would have thought communicating with a company could be so “technical”? The original question was what does “escalating” mean to Cox? I spoke with customer service now 7 days ago and have yet to receive a response. Chris L asked about the specifics of the situation and stated that he might be able to help, I responded (yes, it probably does sound like a “rant” because of a years’ worth of frustration). My intent was to NOT put the “response” to Chris L’s request for information on the forum, however, once I responded to the email that I received, I realized it was merely a copy of the post. I have tried speaking to the customer service reps, the technicians, and the sales department with little results. Chris while appreciate your response, I already understand that so the next step is how do I get someone from Cox to ACTUALLY discuss the matter?

Domino

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2.8K Messages

ChrisL said:
From what you're saying it sounds like you're referring to what we call the plus pack channels. At this time those can only be delivered via a Contour receiver. I apologize for any inconvenience.

What are "Contour receivers"? Why don't you (and Cox in general) call them by model number? Besides the new "Record 6 DVR (Cisco 9865HDC, which accepts the iPad app), these are just normal DVRs that have 1GHz/MPEG4 capability: The 8642HDC and the 8742HDC. Non-DVR STBs with 1GHz/MPEG4 capability include the Cisco 1640HDC, 4642/52HDC, and new 4752HDC. There is some confusion among Cox CSRs on whether or not these non-DVR STBs are "Contour receivers", but they are absolutely capable of receiving the 1GHz/MPEG4 HD programming (Plus Pak channels.)

StephanieA

Former Moderator

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1.9K Messages

Weasel95 said:

Who would have thought communicating with a company could be so “technical”? The original question was what does “escalating” mean to Cox? I spoke with customer service now 7 days ago and have yet to receive a response. Chris L asked about the specifics of the situation and stated that he might be able to help, I responded (yes, it probably does sound like a “rant” because of a years’ worth of frustration). My intent was to NOT put the “response” to Chris L’s request for information on the forum, however, once I responded to the email that I received, I realized it was merely a copy of the post. I have tried speaking to the customer service reps, the technicians, and the sales department with little results. Chris while appreciate your response, I already understand that so the next step is how do I get someone from Cox to ACTUALLY discuss the matter?

Hi Weasel95,

Since I will need to discuss account details, please email me at cox.help@cox.com.

ReneeG

Former Moderator

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980 Messages

Hi Weasel95,

We've responded to your email with an update. Thank you for allowing us to assist you.

Weasel95

New Contributor

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4 Messages

Thanks to Social Media department, we are finally on the way to getting our issues resolved.

Welcome to the Cox Community

What does is mean when support says they are "escalating" your request

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