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I returned home from work two nights ago to discover that my TV Cable Box was not working. I contacted Cox Technical Support and was informed that my box was not working and needed to be replaced. I made an appointment to have a service technician come to my apartment to swap out the old unit with a new one for Friday 4/18 between 10 and 12. To make sure I was home, I left work early with the expectation that I would be able to return to work for a full afternoon of meetings with clients. After not hearing from Cox for nearly two hours, I received a phone call at 11:55 by a dispatcher to inform me that the technician was running late and would be at my residence in an hour. Now, I can understand that a situation may arise leading to a technician being late; however, I should have been informed of this in advance. Had I been called at 11 I would have been able to reschedule my afternoon appointments.

I patiently waited an hour and when I had still not received a phone call from the technician I called customer support at Cox. The representative informed me that my appointment time was for between 1 and 3 PM; however, the technician was delayed and would not be able to arrive until between 4:30 and 5. I told him that this was not possible because i had an appointment for between 10 and 12; however, he acted like that did not exist. I also informed him that I had been told by the dispatcher that someone would be at my apartment for 1 PM; however, he had no indication of that in his computer. When I told him that I was extremely disappointed and angry with the service being provided to me, he informed me that delays happen and that there was nothing he could do. I worked in customer service and that is not how you treat an angry customer.

I have now lost an idea day of work because Cox does not know how to A. properly inform their customers of a delay and B. how to not be 6 hours late to a scheduled appointment. This is pathetic.

Location: Manchester, Connecticut

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Guest

I am very upset. This is the second time Cox has not shown up for an appointment. I would not recommend Cox to anyone.

Guest

Exact same thing happened today to us

CoxHelp
reply icon Replying to comment of Guest-1011852

I'm so sorry for the delayed reply! Has everything been taken care of?

If you still need help please email your account information and the details to cox.help@cox.com and we'll investigate. -Colleen

Alyxandria Mwf

It's no wonder you're frustrated. I would be too.

Typically our arrival time is scheduled in a 2 hour window and under normal circumstances the technician will arrive within that window. If the tech is delayed you should receive a call to notify you as long as a good contact number has been supplied at the time the appointment is scheduled. I'd like to find out what happened. When you have a moment please send an email with the details and your account information to cox.help@***.com so I can look into this for you.

Include a reference to your post as well. Thanks, -Colleen

Guest

we are currently in the middle of cox showing up late again for their 4th appt. they completely no-showed on the first one- showed up unannounced on the next day.

the 2nd apt they were 1.5 hrs and said nothing cold be done.

their 3rd attempt at fixing the problem, they showed up 45 late and stayed for 2 hours( 743pm). they were scheduled for 1-3 today and it is now 355pm with no notification at all..can anyone say GIVE ME MY DIRECT TV BACK

Alyxandria Mwf
reply icon Replying to comment of Guest-872211

Mike, Oh no! I hope this has been resolved, but if it hasn't please email me at cox.help@***.com so I can take care of it for you. -Colleen

Joelynn Bdy

I had the same thing happen to me but not as lengthy. Yes they do have a 30.00 credit if they are half hour late, but when they were 2 hours late, they did not mention this at all, several days later someone told me so I called them...the service rep was so rude to me and after several minutes of discussion I finally got the 30.00 credit.

CoxHelp

Hi There,

I think you have every right to be upset with us in this situation! While I'm glad that our dispatcher provided the initial call indicating the tech was delayed, we should have stayed in touch with you regarding any further delays.

We do our best to stay on schedule, but it isn't fair to you if we aren't completely honest when unplanned delays do occur. I would be extremely upset, too, and I wholeheartedly apologize for what we put you through.

Cox offers an On-Time Guarantee credit, and I'd like to make sure your account was properly adjusted as a result of this incident. Feel free to email me at Cox.Help@cox.com (include your full service address) and I'll take care of this for you.

Sincerely,

Becky K.

Cox Social Media Support Specialist

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