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| - Oh. Me. God. Where do I start? I am a 20-year customer, minus a break where I got so fed up with your poor customer service and high Prices that I allowed myself to get suckered into Century Link, who was even worse. I switched back and soon found my Cable bill above $250, so I switched to the basic Internet and TV and turned in my Telephone Modem and DVR boxes. This is where the current FIASCO started.
When I went to the COX store, I told the guy I wanted to PURCHASE a modem and he got me one. Several months later I noticed you were STILL billing me for PHONE SERVICE (which I canceled and TURNED IN THE MODEM FOR on the same visit to the COX store) and MODEM RENTAL.
I called the Cox # to get the PHONE SERVICE refunded and the MODEM switched to purchase vice rental and was transferred 3 times, and HUNG UP ON TWICE!!!! Once when waiting to be escalated to a customer retention supervisor over the POOR customer service (Ironic), repeated TURFING me to other departments before I can even SPEAK THE WORDS "WAIT, DON'T Transfer Me!". The total time it took to get a customer retention supervisor on the line was 66 minutes, 2 disconnects, and three transfers, and even then, she stated that I would have to bring my modem back because it was a rental. I told her I didn't want to have to restore my network as I have numerous security cameras that take HOURS to reprogram, and she stated "Well, we don't SELL modems out of the COX stores, those are rentals only." THAT IS ABSOLUTELY WRONG and I asked her to investigate and call me back. She assured me she would call back the next day AND NEVER DID. I got an email stating that I had purchased a modem that night.
Your business processes are broken, your customer service representatives are Undertrained, Apathetic and the only common strength I could find across the numerous transfers to other departments was that EVERYONE excelled at delivering the standard "Scripted apology" that reads like this "I'm so sorry you (state customers problem). I will do my best to resolve (restate customer problem). Turf caller to another department. I wish someone along that 66-minute painful phone call would have actually stopped apologizing long enough to show some ownership and RESOLVE MY ISSUE. I wish your business processes were sustainable enough that when I went in to a COX STORE and changed my service and WATCHED THE GUY ENTER THE ORDER, it actually got carried out rather than ignored requiring further visits, calls, and exasperation. I wish that my new, purchased router didn't actually SLOW DOWN my internet and REBOOT ITSELF numerous times per day, but at this point, I just don't have the heart to call for technical support or service because, well, you're COX and the stress would probably kill me. You have disappointed me for nearly 20 years. It is NOT improving, and I wish there were a better solution for high speed internet in the Phoenix Area so I could FLEE your service.
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