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  • Wouldn't you think a company in the communications business could communicate? Pretty simple, right? Well it's not really true for Cox. I arrived at the store to pickup a box I had ordered over the phone the night before, seemingly a pretty simple task. I was fourth in line and two people were at the counters waiting on customers. Not too bad, or so I thought. After about a 15 minute wait it's my turn, or so I thought, but I'm never called and one of the two people waiting on customers is now busy working at her station on some other problem. No communication with the customers waiting which has now swelled to about 10-12. Finally she puts her phone on speaker and it sounds as though she's waiting for Cox technical assistance. Wouldn't it make sense for employees to have a direct line to technical support? Just sayin! All this time the second customer service rep is waiting on a customer who has come to the store to ask 500 questions and set-up new service at their home. All of this is taking a V-E-R-Y L-O-N-G T-I-M-E. Finally the CSR that has been on hold with tech support gives up and hangs up, but she still doesn't wait on anyone. After about an hour wait the second CSR is done with the new setup and calls my name, all of the people in the waiting area cheer and I tell them I'll try to make it quick. 10 minutes later I'm out the door. Not so bad except for the 1 hour wait. I would have hated to have been one of the 20 people in line at this point. Hopefully they're not still in the store. If they had just let the people waiting know what was going on it would have made the wait much more bearable. Couldn't they have called someone from the back to help? Yes, there were other people in the building. But they never did any of this! It's all about communication folks!
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