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| - When me and my fiancee first entered this store to finally get some internet/cable into our brand new apartment, we were very pleased with their bundle package promotion that offered everything for around 100 a month so we went with it right away. They granted my 5-years-ago account as a waiver for the deposit as well. Outstanding service in the store, but OUTSIDE of the store via their call center was a different story.
My mistake in putting the wrong apartment number turned out to be a completely mishandled disaster by their call center in Virginia and resulted in a four-hour long phone call to sort out my account, cancel the original work ticket for us to have had service on Tuesday, and then concluded in it being pushed all the way to Friday (today). While we were less than pleased that a minor error would cause such a frustrating delay, we bit the bullet after such a long strenuous phone tag with the call center rep and just took the slot for this afternoon.
Low and behold, nobody showed up even after I had received two confirmation e-mails for the install appointment. I called the call center to ask what was going on, and was told the work order was completely erased due to some magically disappearing information regarding the third party verification that I KNOW I had completed way before the lady on the last call confirmed everything was peachy keen.
So after reviewing our options at this point to just go without another carrier (one with a much less promising package albeit cheaper), I decided the best way to handle it would be to avoid the call center completely especially after they told me NO NOTES were even taken on the four-hour phone call I had to sit through the night before. Me and my fiancee headed right back into this store location to try and get something done before the next available slot the guy at the call center stated which would have been WEDNESDAY- a whole week after we should've had it done in the first place, mind you.
Luckily, despite there being no supervisor around, there was an extremely accommodating employee named Joshua who got everything straightened out in less than fifteen minutes and got us hooked up with a self-install kit then out the door. He profusely apologized for the frustration we went through and also informed us there were several errors made on our account that he took the time to fix for us- otherwise it would have incurred an undue deposit and lacking the in-store promotion that we were initially promised.
TLDR: Josh saved the day.
Pro-Tip: 1) Put the right address, otherwise they have to start a whole new work ticket and the person who does that will most likely get all of the original information wrong and not duplicate the first one- including in-store promotions and waived deposits if you received one.
2) GO TO THE STORE IN PERSON. After previously working in a call center myself, I know that nine times out of ten the rep will not leave adequately detailed notes on your account if they even leave a note about the call at all. Everything done right is usually done IN person.
Just would like to thank Josh for sorting this our for us and not making us wait another five days without internet as we have already gone the past 2 weeks without it. We will definitely be coming back to this location with any further questions or issues because apparently COX's call centers are about as useful as me asking my lamp for help.
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