Forum Discussion

coxprblms's avatar
coxprblms
New Contributor III
3 years ago

Broke my DVR then charged me $200 for 2 technicians to come out

An update was pushed to my DVR a couple of weeks ago. I was watching tv at the time. After the update the DVR kept rebooting and rebooting. I had to power cycle it to get it to come back online. I call cox support. They send a technician out to look at it. As he's investigating the issues he says another technician is coming to lend a hand. They see the "boot" word on the front of the DVR and says they've replaced 3 already that day. He recommends he replace it. I just got my bill and it has a $200 one time charge on it. I just started a chat with cox and the agent says it was a one time technician charge.... $100 for each technician.

This is unreal. Break customers hardware then charge them for multiple techs to come out to fix it??

Has anyone else had this issue?

  • MichaelJ's avatar
    MichaelJ
    Moderator
    3 years ago
    Hi Coxprblms,

    I am sorry to hear that you have not yet received a response to your email. Please check the address you are sending to: cox.help@cox.com

    You may also reach out to us through Twitter, @coxhelp, or Facebook.

    Thank you,

    Mike J.
    Cox Support Forums Moderator
    • coxprblms's avatar
      coxprblms
      New Contributor III
      3 years ago

      Got it corrected.

      You sent an update to my DVR which cratered it (was this on purpose?). You said you'd send a tech out to look at it. He said he'd replace it and it wouldn't cost me anything.

      Another cox tech showed up (odd why does it take 2 techs to replace a DVR) and insisted multiple times that I have my cox modem replaced because it was old and you were proactiivy replacing them. I insisted multiple times there was nothing wrong with my modem / internet. He eventually replaced it at "no cost"

      As it turns out you charged me $100 for the tech to connect my cable box and $100 for the tech to connect my modem.

      I sent multiple emails to the address you listed above with no response. I called tonight and eventually the person at cox said he was going to transfer me to a manager and hung up on me. I called again and someone was able to reverse the charges..

      This is a "negative option billing" scam where you bill people for products / services they don't request or need. Comcast lost a class action lawsuit about it.

      Stay classy cox.

      • JonathanJ's avatar
        JonathanJ
        Former Moderator
        3 years ago
        @Coxprblms

        Glad the hear it has been corrected. I apologize for any inconvenience this has caused.

        Jonathan J
        Cox Moderator