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So we got cox installed 32 days ago after 3 different visits from techs to install it. After a week a couple days the internet and security was hooked up, then the real problems began. We have had nothing but problems with the internet the internet is slow and constantly drops out, one minute it works fine the next we have no internet. We have had 4 techs out, nothing was found to fix the problem, the last tech informed us the router and modem were inadequate for our situation with having security and trying to browse and stream, which was all explained to Caleb the sales person who gave me the router and modem. The tech suggested us go to the retail store and talk to them about the problem. Upon arrival no manager was working and Caleb wasn't there either. We tried to explain the situation to the sales people who were there and after changing their stories and reasons several different times they could not help us.
They first said it would cost us 30 dollars to upgrade then it went to 150 dollars. They then tried telling us they were helping us out when they weren't doing anything for us, they told us that Caleb was trying to help us out when he gave us the modem and router, which we agreed was nice but he should've not given us inadequate equipment to finalize his sale. When Caleb was giving his sales pitch to me I was on the fence so he threw in the equipment and I asked if it would work for what we did and he said yes. They continued to say the equipment was what we needed, essentially saying the technician who came out to our house not even an hour prior was lying about the fact we needed to replace it. After going back and fourth with them they continued to say they would not help us. We asked for the district managers phone number which they refused to give us.
Fast forward to the following day. My wife attempted to call the store to speak with the store manager all day and could not get a hold of anyone, come to find out the sales people at the store gave us a card with some other stores number. When she finally got a hold of the store the store manager refused to even talk to her on the phone. Caleb talked to her and essentially called me a liar and said he tried to give me the upgraded router when I signed up for the service. After attempting to have Caleb correct the issue he also refused to do anything for us. The store manager still would not talk to my wife because they refused to do anything for us as well. Upon requesting the district managers phone number again Caleb refused to give out her number. Eventually a generic number to corporate cox was given to us, upon calling we talked to a customer service rep who again argued that we were in the wrong and they tried to do everything they could for us. Upon requesting the district managers number again we were told no and that a complaint would be filed on the Caleb but that this complaint would be sent right back to the store manager.... How does that make any sense? Your going to send a complaint to the person who refused to talk to us earlier???
Cox has refused to stand behind their sales persons poor decision to make a sale. We have received equipment and service that does not work as advertised and Cox refuses to help us resolve the situation.
***UPDATE***
Shortly after my review on Yelp my wife received a phone call, weather this was from my review or the manager simply received my wife's earlier voicemail I do not know however, after a conversation with the store manager we were provided with a new modem/gateway that was recommended by the service tech who came out. I'm glad that we finally got it handled disappointed it took so long but thank you Rich for finally stepping up and taking care of us.
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