Multiple times I have been told that there is an option to get your CHAT transcript emailed to you when you end the chat. This still is not available and I want to know why it’s been several years and several people have posted and other users have told me that they have the same problem so I’m sure COX is aware and chooses not to have a CHAT transcript so they cannot be held accountable. I am using the app not a computer.
When I emailed support this is the NON ANSWER I got. So in other words….they do not care.
“I understand your concern. Although I cannot correct that here, I have made the suggestion to have that corrected in our app.”
Yeah, the social media team that moderates these forums seems to be getting less competent. I only trust the word of two or three moderators here and they know who they are. All the others just tell you to email them and then mostly don't help you. That's the reason why they want you to email them so their incompetence isn't shown to the public. I don't consider this a person problem like a lack of intelligence or ability. This is a problem with policy. Someone is tying the hands of all these employees. This bad support is on purpose and the reason is to save money.
I am truly sorry. Please email my team at cox.help@cox.com. Thank you for being a part of the Cox community.
I have! This is not a solution to email you guys. It’s still a problem. Why will you not address it?
First, have you tried from a computer? Could be a issue with the app. Also, do you get other notifications from Cox, like for your bill or this forum?
Second, what do you need to use chat for? Chat is not optimal IMO. They are all outsourced reps from a different country and following a very narrow script. They usually aren't even very technical. You are better off using the email given by the moderator. That goes to the Social Media team which is a lot better.
I also have issues and try to turn to chat when it seems my issue or questions are seemingly straight forward and I have phone anxiety and I do all my interactions via a desktop not an app. I have gotten nothing but run arounds, no solutions, no help. Why would I want to go through a moderator that goes to social media when all I am looking for is simple answers and then the proof #Transcript of the chat that shows how little they care or help. They don't care
Hi All, chat transcripts are available through https://www.cox.com/chat when using a computer and browser but not when using the chat function within the Cox App. I don't know if this is something that will be addressed in a future app upgrade. I know it's frustrating when you can't find answers to your questions and I apologize for the confusion regarding the transcript option. I've submitted a feature request to our product managers so your voices will be heard.
