Worst customer service I’ve ever dealt with!
I keep calling in for the past 10 days and get transferred to “loyalty” or retention department they make me wait anywhere from 30 minutes to an hour and 20 minutes to be exact to get me in touch wit...
Forum Discussion
I normally don't go to forums, but I am not having any luck going through the regular channels. I have ran into a customer service situation that I thought would be an easy fix... but ended up disappointed.
I went to Manage Services on the website and found a deal for the same services I already have, but $60 less a month, which I was excited to see. I went to check out, but the website wants me to pay a $100 pro connect fee. There is nothing to connect, it is the same services I already have.
Reading through the fine print on the offer says I can pick $0.00 for self installation or $100.00 for professional installation. When I check out, it just adds professional installation and the $100 fee by default. There is no option to deselect professional installation or an option for selecting self installation.
So I called customer service and they transferred me three times where I had to tell them what my issue was each time... and then the last person I spoke with said I should order the deal and pay the $100 fee and call back and I should be able to get the professional fee removed. I was not inclined to spend money with only a maybe response to get it back. No one I talked to on the phone could honor the deal I was seeing on their website.
I had already been on the phone for about an hour, so I thanked the rep and I thought I would go through the chat bot, since it appeared to be a website issue, and thought that it would get resolved.
But no... two separate chat sessions with the initial live agent saying "Let me get you with the correct department to assist you with that. That will be the retention team. One moment please." and sat in both chat sessions for 45 minutes after I got that message with no response.
I am just looking to save a little money through an offer from the Cox website. Can it really be this hard?
I have been a cox customer for over 20 years and normally I do not have issues and am normally happy when speaking to customer service, but in the last few years it feels like it is getting worse and worse.
Sometimes a self install isn't an option. When that takes place the only option is a professional install. Try calling in, SOMETIMES you can get it waived.
