| rev:text
| - Recently, Cox has claimed that updates were being applied to DVRs in the San Diego county which led to error codes, etc, to the DVRs. Calling Cox for troubleshooting efforts; a voice announcement lets users know what they would need to do to resolve the DVR issue. After following the instructions, the error still existed and I called tech support.
When I got a hold of tech support, they had remotely restarted my DVR only to receive the same error code. The only thing that worked out during that call is scheduling a tech rep to go to the house. That appointment was scheduled and nothing further could be done.
On the day the tech rep is scheduled, Miguel, the tech rep assigned to my appointment, made an attempt to get a hold of me ONE TIME! I missed the call as I stepped out for a few minutes to take care of laundry. I saw this missed call at 2:14pm and the call was received at 2:02pm. Miguel, since he ONLY TRIED ONCE AND COULDN'T GET A HOLD OF ANYONE, called his dispatcher to reschedule the appointment for the following day.
The schedule was obviously made by a customer, so it's expected that the tech rep keep his schedule. I knew the tech was going to call, but it was understood that it was to let the home owners know that they are on their way, NOT to confirm if a schedule is kept. A call the night before was to confirm/remind the customer that a tech rep is scheduled and that to call if rescheduling is needed. That call was received as scheduled. Obviously, if no one called to reschedule, than the original schedule is confirmed.
ONE ATTEMPT to get a hold of a customer DOES NOT deem confirmation that the customer is not available. My family and I switched over from AT&T U-Verse because the company had so many tech issues, but their customer service was GREAT. Now, we decided to go with Cox Cable and replaced AT&T U-Verse with not only tech issues, but BAD CUSTOMER SERVICE!
My family and I will be looking into other cable providers that provide service for what we currently have. Cox cable may be the better known company, but it's not known to be a CUSTOMER SERVICE FRIENDLY company at all (this is also clear on Yelp reviews)! If push comes to shove, my family and I rather deal with tech issues that can be fixed WITH EXCELLENT CUSTOMER SERVICE, than a big named company, like Cox, with POOR CUSTOMER SERVICE!
To those that are looking for great cable service and considering Cox...THINK VERY LONG AND HARD BEFORE YOU CHOOSE COX! Customer service goes a long way regardless of the quality of the company's technology. COX NEEDS ITS CUSTOMERS TO STAY IN BUSINESS. IF COX DOES NOT KNOW THIS YET, THEY WILL BE LOSING CUSTOMERS LEFT AND RIGHT. If it comes to that point, Cox deserved it!
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