Retention needs serious reeducation about the California Business and Professions code. After switching the AT&T, I called today to cancel my Ultimate service. And as expected, retention asked why, and I told him that Cox was a rip, 50% price increase so, I changed providers. He asked who I switched to and I said AT&T. The retention agent then stated that AT&T has a 24 month contract requirement on HSI and extends the contract if ANY changes are made to the service. I said, no, that is not true (it isn't) and then the agent proceeded to argue with me, even after clarifying that I just switched and know the terms.
Going nowhere with my cancellation attempt, I quickly asked for a manger and explained the problem and that I just wanted my Internet service cancelled without an argument from retention. After MORE discussion, and being put on hold, I finally got the Internet service cancelled.
In California, it is a illegal to lie about your competitor, it is considered unfair competition with the lies, purposed to retain me as a customer, fraud.
It is one thing to try and offer some money, try to explain the benefits of HFC over VDSL, or whatever, it is quite another to flatly lie to the customer and then argue with them when they still insist on cancelling.
The only service left is the horribly overpriced Homelife. That contract is up in a few months and I will be Cox free for the first time since 1996. Cox used to be SOOOO awesome. Very sad just how horrible the company has become.
Good luck neighbors. Hopefully, Cox will wise up and go back to be the great company it used to be.
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