No chat transcripts since January 24
Every time I contact Cox's customer support via chat, I always select the "email transcript" option and enter my email address. The last time I received a transcript of my chat was January 24, but I have contacted Cox many times since then and requested a transcript each time. (Yes, of course I check junk/spam folders, though my ability to receive transcripts to my inbox in the past makes it unlikely they would suddenly be categorised as spam.) Every time I chat in, I mention the failure to send transcripts, but nobody seems to know how to resolve the issue. I have even been informed that frontline agents have no avenue to report IVR/website issues to the IT team or open KPIs about customer-facing tools. There is of course also no way to report issues or provide feedback through the website itself. Is there an open issue currently being investigated regarding failure to send chat transcripts? How widespread is the issue, and what solutions - if any - can be recommended?1.2KViews0likes1Comment
WORSE CHAT SUPPORT EVER
Issues and concerns not addressed. Empathy or concessions was not provided nor was any ownership taken. The worst experience i have is always with cox and chat support. Horrible. I had moved service 4 months ago. Since then i have contacted cox on numerous occasions about the lies and broken promises via chat and service issues. No one in the chat department cares or even attempts to help besides "i can troubleshoot" The tech who installed my service lied about everything possible. I requested my home to be rewired, told with panoramic its not.needed and its the best offered..lies...lies..I have the ultimate package. Which recommended amount of devices 7-9. With this "upgrade" the tech provided 6 of the 7-9 slots are taken by cox devices. That is more than 50%! If the tect was honest and wanted to have a satisfied customer, he would have not suggested this knowing how many devices i have I work from home and every moment i spend rebooting, troubleshooting and contacting cox cost me money and it is now affecting my livelihood and my children.Solved3.6KViews0likes6Comments
