• Report: #877292

Complaint Review: Cox Communications

  • Submitted: Wed, May 02, 2012
  • Updated: Wed, January 23, 2013

  • Reported By: TJScottsdale — Arizona United States of America
Cox Communications
Internet United States of America

Cox Communications Shady business practices and incompetent staff Internet

*UPDATE Employee: You must contact Cox & complain!

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My main beef with Cox is that they are really incompetent, have horrible customer service, and are all-around dishonest in the way they treat customers.

Examples of Incompetence:

1) When I moved, my email address was supposed to be portable to my new location. Instead, they deleted my account entirely, and did not set it up again until 7 days later. So I lost 7 days worth of email at a time when I was moving and had people trying to contact me. Why did it take 7 days? Because I had to call them 4 - 5  times to keep asking them to reactivate my email.

2) On another occasion when I moved, they told me I can save money by dropping 'Advanced TV' since I don't use it. This instead got me off a bundled package, costing me $38 more per month. In short, the incompetent rep had me to go on an inferior service plan thinking I would save money, when in fact I ended up paying quite a bit more. It was not explained to me I would pay more for less, and when I tried to revert to me old plan, they did not allow me to do that (more on that below).

3) On issue 2 above, I had to call twice to try to get things straightened out, with no positive results. The first time I called, I was told they would take care of it, which was a lie.

Examples of dishonest business practices:

1) When I moved and reduced services with the understanding that I would pay less (a suggestion made to me by a rep), I instead ended up getting billed since I was taken off a bundled package (see #2 above). I contacted them to try to get back on my old plan, and they refused to switch me and instead tried to put me on some other bundle which would reset to much a higher price in 12 months. My previous plan had a locked-in price, so it's no surprise they would try to con me out of being on that plan. Either way, I was essentially duped into dropping a plan that was favorable for me, and instead got put on a plan that costs more and offers less.

2) They automatically upgraded my account to a higher level Internet plan a couple years ago, and started charging me more every month.

After all these issues, I have decided to leave Cox after being a customer for 6 years. I WARN EVERYONE NOT to use them if at all possible.  You will have to watch your bill like a hawk, and if there is something wrong, GOOD LUCK trying to get it resolved in a timely or satisfactory manner. The reps are either incompetent or rude, and the managers are unhelpful.    

This report was posted on Ripoff Report on 05/02/2012 03:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cox-Communications/internet/Cox-Communications-Shady-business-practices-and-incompetent-staff-Internet-877292. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

You must contact Cox & complain!

AUTHOR: heartnbutterfly - (United States of America)

I am actually the WIFE on an employee. My husband works inbound sales at Cox & I hear nothing but complaints from him every single day. I want to let you & other Cox customers know what the true problem is, so that it can hopefully be fixed. It's my belief that it won't change until enough customers complain to Cox!

The inbound calls are routed through the sales department - even technical issues, customer service problems, & cancellations. Cox started doing this a couple of years ago with the stupid belief that the sales team could turn these calls around into more sales. The reality is that it does nothing but piss off the customers & hurt the sales team. If as a customer you are having issues with service, or are so fed up that you want to cancel service, what on earth makes the higher ups at Cox think that you'll want to add on more services?!? Please call & complain about your technical issues or customer service issues being routed through the sales dept!!! Trust me, the salespeople want the problem fixed too.

The powers that be at Cox have set the sales goals so incredibly high & difficult to achieve that some of the sales team are resorting to dishonest practices like - adding services to your account without permission, out & out lieing to customers about fees associated with changes to their accounts, taking as few calls as possible to avoid low sales vs high # of calls (which hurts the salesman), & lieing to customers about so called specials that don't exist (ie Free HBO if you sign up for internet & then at the end of the month when the customer sees they were charged for both, they call up to complain & another salesman has to apologise & fix the problem.) My husband is one of the few honest salespeople there, & sits right next to a dishonest salesman who is consistently in the Top 5. Why? Because he lies to customers. He's complained to his supervisor & was told that she'd look into it, but nothing ever came of it. He's attended team meetings where the Manager starts out by saying "I don't want to hear any complaints about what other sales members are doing. Worry about what YOU'RE doing!". Nothing will ever change because the Supervisors earn a percentage of their teams sales.

It used to be that salespeople at Cox were rewarded for being GOOD at their job. Now they're punished if they're honest or if they take too many customer calls without sales, & yet Cox won't fix the phones! This adding to the problem of dishonest salespeople.

My husband's job is currently in jeapordy, which is why I'm angry enough to write this. In all liklihood he will be fired come Feb 1, which is extremely sad considering he used to be consistently in the Top 10. He used to love his job & was proud to be employed by Cox, but he doesn't feel that way after seeing the dishonest ones be rewarded for stealing from the customers they're supposed to be taking care of while the honest ones are punished for having morals.

I'd like to say that your complaints are rare, but in reality they will become the norm unless corporate opens their eyes & sees what they're doing. They need to focus on actual sales, actual sale opportunities, & stop raising the sale goals beyond reach. The goals are being set based on the #'s of the dishonesy salepeople!

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