Cox Communications Shady business practices and incompetent staff Internet

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!