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| - So when I saw the commercial for the prism TV I was immediately excited on the possibility of more features, faster internet, and a cheaper price tag than what we were currently paying with cox. I went online found the perfect package for me that boosted a price of 151.95 for everything (phone, internet, prism premium TV). I scheduled a switch over date, got the equipment and was really happy with the services......
Then the bill came for 295!!!! I immediately called customer service (who is conveniently closed on the weekends so I had to wait it out) To inquire why my bill was so much even though I only had the service for 2 weeks at the end of their billing cycle. Also strange was that no where on the bill (which is a jumble of confusing fees and add on terms to say the least) was the name of the package I chose (power bundle) When I inquired about this the rep proceeded to tell me that he has never heard of that package and has no idea where i was seeing that since he himself could not find it on the internet. This is all while I am sitting in front of the computer staring at the package. He then contacts a supervisor who also says they have NEVER heard of a power bundle and cannot resolve the issue since as far as they are concerned the package does not exist!
After several holds, searching their internet and 90 minutes (yep that's right 9-0) They found the deal on the internet but still insisted it was not an option on their customer service end to even put on the account. By now my head is on fire and I am read for them to come get their boxes and put them where the sun don't shine. It was finally discovered that the pricing was right (just entered in differently since the power bundle seems to be a mythical term) and that the huge cost was due to paying the month in advance. I asked them if they were going to look into why no one on there end seems to have heard of a package that is advertised on their website and with their customer service agents. After additional holds for at least 10 minutes and supposed conversations with supervisors, I was told that for my inconvenience, patience and being a customer I would be given a 5 dollar credit!!! The ultimate slap in the face for what I can truly say was the most horrible customer service experience in my life!
I told him to keep his five dollars as it was the ultimate insult and that I was hanging up now lest I have them cancel the service and come get their equipment. Customer service was HORRIBLE and the don't know their products, their markets, or their heads from a hole in the wall. Very unfortunate that for a service I once was very excited for and happy with has now left such a bitter taste in my mouth. Despite the fact I have not had any problems with the services, I would not recommend them to anyone based on their non existent customer service skills. BEWARE!
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