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This is going to be a little lengthy, but someone in charge needs to hear about my experience with your company. In order to get a clear picture I would like to give you a little background about me.

My wife of 28 years was born and raised in Santa Barbara. The reason I mention her is she is why we settled in this town. That and we adopted a little girl out of the orient, which meant she wanted to be close to her family. We owned a service business (office equipment) in San Francisco for many years. We did very well and planned well, even bought properties in the area. After we sold our business approximately seven years ago we bought a house and relocated to Ventura Ca. just south of Santa Barbara. I took a job with Canon USA, or as you knew them Canon Business Solutions. In your Santa Barbara location they were your office equipment provider at the time. I was working for them a little over two years as a color specialist. One day I was sent to your Santa Barbara office to look at a fax problem. The technician that usually covered your account was out sick. Since I had not had allot of experience with that type of equipment, fifteen year old technology (uses only analog lines) I did what I could. The women there, Bobbie seemed to be ok with the job I did and I left it at that. A couple of days later I was brought into the manager's office in Gardena and was told the Cox company head of IT wanted to make a formal complaint, I believe his name was George. I could be mistaken since I never talked with him in person only over heard the women in your office having a conversation with him, sounded like he had a Slovak accent. He was upset enough to lodge a formal complaint and with Canon. Since Canon was trying to penetrate that market it meant I could not work the area anymore, so I was moved 70 miles north. With a two hour commute each way the job was not worth it anymore.

My assumption at the time was that Cox communication takes its customer service extremely serious and does not tolerate incompetence no matter what the reason. It hit me hard; I have never disappointed a customer to that extent ever.

Five years ago I took a job as a general manager at another local office equipment company in Santa Barbara. The first thing I did was switch our service to Cox Cable. We run a server room with seven servers including a Terminal and an Exchange. Besides the band width through the other provider was just was not adequate. I assumed that any company that would go to that extent to try and get a technician fired for what they thought was an inadequate level of service was a company I wanted servicing us. I even signed up at my home when I moved into one of our houses last November. That was even though I have had to add a T1 for the company because our service kept going down (we use a VoIP phone system with four VPNs & cannot be without service for very long). We paid to have a line (through a contract) brought in since access to cable did not exist. I made the assumption that was why we were having so many problems with the cable at the office location.

At this point the office cable service has gone down so many times that I just ordered a T4 from Verizon, dumping the cable service for our offices. Now at my home my wife and daughter complain at least twice a month about our cable service and want me to do something about it. You cannot get any assistance over the phone and the only way I can use online services (which crawl) is to be able to log in. See my dilemma (no phone support to be able to use your site support). Even the tutorial through the On-demand said not available. Knowing what I know about your company I am offended that you had the nerve to complain about my level of service. At least I can say I just was not experienced enough in a fifteen year old technology (uses only analog lines) to be able to service your fax to your satisfaction. What can you tell me and who do I get fired so I can have at least a mediocre level of service.

Tony Przybyla

Customer# 001 301* 06535****

Location: Santa Barbara, California

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