Cox does not understand the meaning of customer service.
budget-conscious, computer literate
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FEB
14
2009
COX - Cable TV —
I signed up with Cox four months ago, and I had no idea at the time, but it was the biggest mistake I have ever made. The guy on the phone talked me into getting a bundle, which I thought was pricey, but it did sound nice. He told me that, because I had good credit, the $150 deposit would be waived. When my first bill came, I was furious when I saw an extra $150 on there for a deposit. I called Cox and they told me I had to go to a store and show a photo ID. Not once did the guy who signed me up ever mention this. I went to the store and showed my ID and the lady said it should be removed, but that I should call to make sure it was taken care of. It was no surprise when I called two days later that the deposit still was not removed. It took me another 2-3 calls before I finally got a CSR who was competent enough to actually remove the charge. Strike two was was when I looked at that first bill and saw that they couldn't even spell my first name right, even though I clearly remember spelling it out for the guy when I signed up (and it's not a hard name to spell anyway). I immediately had them change that, and they took care of it on the bill, but even now when I call people, it still comes up wrong on their caller ID. Strike three was when I got my most recent bill. It was $38 higher than the previous months. The guy who signed me up did mention that I was getting a discount on Starz for the first three months, but he never said anything about the bundle price being some kind of promotion. When I called to find out why my bill was so much higher, the only explanation the CSR gave me was that it was a promotion on the digital cable as well when I signed up. He never apologized that the person who signed me up lied to me about what I would be paying and he never tried to do anything to make the situation better. That was enough for me to drop off my digital box and drop all of the higher priced TV until I could get everything switched over to AT&T. I told the lady at the store to drop the TV to local only, but she was too stupid and kept the basic cable instead. I called and got the basic taken off, and that guy failed to mention that it required a trip to my home to install a trap that would cost $20 to block the rest of the cable. When I called about the $20 service charge, this guy actually did take it off since nobody told me about it, but that's the only time I have gotten good service out of Cox since I signed up, aside from when I finally got someone who could take off my deposit after numerous phone calls and a trip to the store.Another promise that Cox does not live up to is their on time service guarantee. According to their website, if they are not on time, they will credit your next bill $20. The catch is that you must know in advance and call them on it before it is too late. They were 3 hours late on my install, and I didn't know about the guarantee until a month after I had my cable installed. When I called and asked them about it, the guy just told me that it was too late for that. If they actually lived up to their word, they would have given it to me just to try to satisfy a customer, but Cox doesn't really seem to care about customer service.
After getting past all of the customer service issues, Cox actually has decent cable, internet, and phone. The problem is, it costs and arm and a leg, and you don't hardly get anything for it. My bundle ran over $100 a month before the price increase and I didn't even have caller ID or call waiting. It costs entirely too much if you want to add DVR service (which I didn't because the cost was too much before even thinking about it). DirecTV charges $6 a month for the service, while Cox charges $12, and that is before the cost of renting the DVR box (which you don't have to do with DirecTV).
The only positive thing I can say about Cox is I do like their internet. It is fast and it doesn't ever seem to have any problems. Their McAfee antivirus software also seems to be good as well. With all of the problems Cox creates though, their internet is nowhere near enough to save them.
COX - Cable TV is not recommended by lostgrl85
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