UPDATE: Cox did *precisely* what I said they would doi n a series of civil but direct posts back-and-forth in Facebook with a Cox CS rep last night. She kept posting things like above--to the effect of: "I think you will be happy with our local tech team who will be there tomorrow for your scheduled appointment."
I told her she was wrong and laid out for her in excruciating detail what the well-meaning tech would do---i.e., he would only have the ability to force a new box on me rather than being able to diagnose the REASON that 14 months of my saved/DVRed content unceremoniously got wiped out--or explore viable attractive options--or be able to provide restitution.
Sure enough, sweet guy shows up---shows me the work order had NONE of the meticulous notes I conveyed about what's *needeed* and expected, during and as outcomes, from Cox's visit. Instead the work order literally said 2 words---after 2 hours of discussion on Facebook, AND 1 hour talking on phone---"REPLACE BOX." Like the comment from Cox above, the other reps use the word "honestly." As in "Honestly, I have conveyed everything you've told me in the work order and they will be able to help you."
As it happens, the actually honest tech who came to my house agreed that replacing the same model box is NOT what I need. He agreed that was NOT good customer service for the phone rep not to have relayed to his team what I TRULY needed. He was as frustrated as I---as I already told the Cox "social media" coordinator here on Facebook last night would be EXACTLY what would happen.
In response she kept using vapid, empty, patronizing phrases like "Rest assured your voice is being heard." I told her I don't need reassurance about my "voice" -- this is a discussion about technology and about Cox providing the correct level and type of service to FIX the fiasco they have wrought.
So what does Cox do? Deletes the evidence of this extremely long and detailed Facebook conversation with them last night.
Now my DVR doesn't work, 100 shows and movies are gone, the tech did not recommend giving me the same old box, the tech indicated there is a newer superior box (which the woman here and on Facebook did not mention was a possibility and THEY have to recommend that---the field workers cannot make that determination. He said Cox should have told me about it on the phone, on Facebook, and here on the Cox TV Forum---none of which happened.
In summary, Cox, your internet is mediocre--everyone I know has already stopped using Cox and just uses Netflix, Amazon, YouTube, and Hulu---I'm thinking it's time I give up my sentimental attachment to this expensive manipulative dysfunctional dinosaur and move on from antiquated "cable" given that the company is behaving dishonestly, arrogantly, and cavalierly about losing a customer.
