Customer Retention

3 Topics

Customer Loyalty???
Trying to understand why Cox even has a customer loyalty department; there's no loyalty there, unless you're a new customer. So much for customer loyalty or even customer service for that matter. I've been on the phone with 3 different reps (David - 37295; Lorraine - xrx105; and Jane - 13786) for over 2 hours. David - 37295 (a supervisor) - was rude and wasn't willing to do anything. Lorraine - xrx105 - had me on hold for over 1 hour while she "did some research." When she did finally come back to the phone, I told her to call me back when she figured it out; she didn't call back. Jane - 13786 (a supervisor) - was also rude. She kept telling me I have a better rate on my bundle than new new customers can get because "you're grandfathered in." When the rep finally paused to catch her breath, I pointed her to the website to show her the rates new customers could get and she still insisted that my deal was better because of the taxes. So I asked if the taxes were $100....silence; she didn't know what to say. In the end she gave me a 10% discount. I asked her if she thought she was getting a deal when she went shopping and only got 10% off...again silence. As a part of customer loyalty, most of the department stores I shop at give me 15-40% off for using their store credit card for purchases - that's loyalty. Amazing how rude both supervisors were. I guess they got mad because they were asked to do their job. I'm astonished that I can be a loyal customer for 15+ years (at my current address and others, not including the Cox account we use for our business in another state) and a new customer can get the same bundle I have for less than half the price of what I pay. Time to cut the cord...or jump through hoops to put the account in my son's name so I can get the new customer pricing. It's ashamed that a loyal customer has to jump through so many hoops and a new customer has to do nothing and gets a better rate. That's sad!!!
GKL
8 years ago Place Archives
11KViews
0likes
1Comment
Customer Service and Loyalty Department ignoring my complaints!
I was promised the Gold Triple Bundle Package promotion with 250 channels, all premium channels like HBO, Starz, Sports, Cox Sports, Movie package, On Demand, Cinemax, Music, Variety pack, Free HD, Contour 2 Voice remote control, Super fast gaming internet for multi devices, stream videos, Program recording device, Unlimited nationwide calling in the U.S., Mexico and Canada with all calling features and free device and free self installment, included Tax and all devices for the price he quote me and currently being charged as now. However, I'm not receiving the Gold Triple Bundle, with all the services and devices I was promised at that price. I was put on a inaccurate plan bundle, with no recording device, no contour 2 remote control, no phone service and 140 channels which are mostly local and Spanish channels. I made several calls to your customer service and loyalty department they were happy to provide no solution that honor the prior agreement. Unsatisfied with the lack of customer support from the staff members who helped me; I'm still hoping for a solution. I will like a supervisor contact information or to be contact directly.
Violet007
7 years ago Place TV
1.9KViews
0likes
1Comment
What is the excuse for premium price and substandard service
Why am I paying over $200 for tv and internet when I have constant issues? I have had multiple techs come out. I have replaced my equipment, the techs have replaced lines from the pole to the house and inside the house. Paying premium price for substandard service then having the bill go up and getting worse service. What is the excuse? The app constantly says everything is fine but when a movie stops and the cable box restarts 4 times in 30 minutes or the internet just stops how exactly os everything fine?
scotty_pcfs
3 years ago Place TV
601Views
0likes
0Comments