Downers Grove, Illinois
Not resolved

September 24, 2010 -

Service request submitted for relocation of service, sales representative was helpful and courteous. The transfer of service was set for 10/1/10, and to be a "self install."

Friday October 1, 2010 -

10:00 AM

Phone services were disconnected at the originating address.

2:00 PM

Service was not connected at the destination address.

A call was placed to Cox customer service. Cox customer service stated that "self installs" are done no later than 7:00 PM.

8:15 PM

Service was still not connected. Another call was placed to Cox customer service. Supervisor James indicated that the technician was on-site, but could not find the drop - where the connection arrives to the house - and documented that a "professional installation" would be required. The technician neglected to leave a door tag.

Upon looking in the back yard, it was located within 20 seconds - literally, 20 SECONDS!

Supervisor James offered assurances that someone would call the next day (Saturday) to offer further information on the soonest that a technician would be able to come out. At the time Supervisor James said it would be 4 days out (Tuesday).

Saturday October 2, 2010

5:00 PM

By the end of the day Cox had not called. A call was placed to Cox customer service.

A woman representative, utterly unmoved and unapologetic by the poor service experience, caused greater frustration which resulted in a request for the account to be cancelled.

6:45 PM

A second call was placed to Cox customer service. Supervisor Corey was updated on the events that preceded the call, and the status of the installation and the failure on Cox's part to follow up. Corey was most apologetic and understanding (kudos) and promised that he would email the sales department and would see that someone calls the next day (Sunday).

Sunday October 3, 2010

(Still no phone service)

3:15 PM

The day almost over, a call was placed to Cox customer service. Supervisor Dave clarified that the notes had been made on the account and that someone from the sales department was going to call on Monday. When asked why Supervisor Corey would promise that someone would call on Sunday when the sales department is closed, Supervisor Dave said that, "he must have made a mistake."

Supervisor Dave was unapologetic and failed to acknowledge a problem.

A request was made to receive a call from the Supervisor's-supervisor.

Cox has failed to deliver as promised and has mismanaged expectations to astonishing levels in relation to this installation at every point. This is the first of MANY posts/blogs on this issue. Considering it costs 4 to 7 times more to acquire new customers as it does to keep a customer, it is surprising that such poor service exists.

I strongly suggest everyone seeking new service choose another provider.

Cox is the worst.

Product or Service Mentioned: Cox Communications Installation.

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It's encouraging to know that people listen; specifically people at Cox Communications.

I am pleased to announce that services were installed on Monday. Furthermore, thanks to the efforts of CoxTech1, I received a call from a manager at Cox who assured me that this case would be evaluated and, where necessary, appropriate action would be taken.

The manager listened, acknowledged and validated - like a good manager should in such circumstances.

Beyond that, the manager offered unsolicited concessions in an effort to reconcile.

This was very much appreciated.

Overall, this is a positive ending to a difficult transition.

Thank you, CoxTech1!

And thank you to the managers that assisted: Corey, Andrew and Yousef.


I'm happy to say Cox pulled it together and setup service yesterday (Monday).

I don't expect anyone will follow up, and that my frustration with all of it will be mine alone.

If they were to give me a month or two service, it would take the bad taste out of my mouth. Otherwise, it is what it is.