Greeting to all....
Can anybody provide me with a corporate contact? Either Hampton Roads or National...
I experienced the worst level of customer support ever yesterday.
I ordered the Cox Silver Bundle ($109.99) on the 17th of Feb. The install I ordered included a Contour 6 HD-DVR Receiver($8.50+$19.99), and (2) Contour HD Receivers ($8.50+$8.50). I also added the Variety Pak($10.00) for a total of $165.48 a month for the first 12 months and then $195.48 PLUS TAXES AND FEES. for the remainder 12 months. I scheduled the install appointment for the 23rd of Feb. Shortly after receiving my confirmation email with order number, I received a second email from Cox to contact them at (855)261-0815 because they needed additional information. I called and verified my information with the CS rep and he had asked if I would like to try and get an earlier install date. I agreed and he stated that the 21st of Feb was available between 1pm-3pm. He then ran me through the automated system to verify my information.
On Saturday at 12:45pm the installer calls me and asks if he could reschedule the install to 3pm-5pm. I agree because I had already cancelled my previous service with another provider and needed internet so my wife could complete her online schooling.
5:15pm rolls around and I get another phone call from the installer. He asks for directions to my place. He finally showed up at 5:30pm. I went out and greeted him at his vehicle as he was grabbing his equipment. He stopped for a moment and asked what I had ordered. I explained everything that I had ordered - The HD-DVR and 2 HD boxes. He stops and paused and said, that is not what I have for an order. He then proceeds to tell me that he cannot add any additional equipment to the order because his dispatch cannot see the install order. He then asks if I would call customer service. I agree and we both go inside. When I called, I explained the situation. The CS rep wanted to speak with the installer. I passed the phone over to the installer.They talk for about 10 minutes and then he hangs up the phone and hands it back to me. He then apologizes and states "You will have to call CS back and reschedule the install". I explain to him that this is unacceptable. I have already been inconvenienced because of the delay and now you are telling me that I will get an install until another date. He then tells me that I need to call customer service back and see if they can help me. It is now 6pm, and I finally get a hold of someone. I explain the situation. She then proceeds to tell me that there was an error with the online order and I would have to reschedule to have the proper equipment installed. I explain to her that I have an installer in my house right now. This is when she states "Let me talk with the contractor". I handed the phone to the installer, and they chat again. They chatted for a few minutes and then the installer hands the phone back to me to talk with the CS rep (at this point the install picks up his stuff, says sorry, then leaves) I demanded to know what was going on. She stated that there was an error with the online order and it would have to be resubmitted and rescheduled. She then kept interrupting me and tells me that the earliest time they have available is Feb 26th at 8am. I inform her how unsatisfactory this is and then she interrupts me again and asks what equipment I had originally ordered. I told her the equipment and then tells me my bill will now be $188 a month for 6 months plus taxes and fees. I then ask to speak with a supervisor. She agreed in a very condescending voice and was put on hold. I was on hold for nearly 20 minutes when Carlos came on. I explained the entire situation and why I needed to have the install done by Sunday so my wife could get her college schoolwork done. He then apologized for the entire situation and explained - that is not how Cox does business. He then put me on hold for another 10 minutes. When he came back on, he tells me that he could not get an installer out tonight, but would Sunday be fine. I would have to be available between 8am and 4pm. I agreed. He then stated that he cannot make any promises for an install on Sunday but he is going to try and pull some strings and have me installed before Thursday. He said he would call me back in 20 minutes with a rescheduled date and time. WELL, 25 minutes passes by and no phone call. 30 minutes passes by and I get an email stating my install had been rescheduled for Thursday at 8am. I attempted to call back, but at this time their recording stated that they were no longer open. At this point I got the feeling that they just wanted me to get off the phone and go home so they didn't have to deal with the situation.
Any help with contacts would be greatly appreciated.
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