I got a response finally to my Open Letter to Cox Communications about their terrible service, and even worse customer support.
A mild breakthrough after a bulk email approach to as many normal addresses, executive and other email addresses as possible.
Somehow they managed to roll a truck lickety split, and do a complete test, or did they?
date: Thu, 1 Dec 2011 18:46:53 -0500 I understand from your email that you are experiencing Video and CHSI issues. A specialize team has been designated to research any and all issues degrading your signal issues. Verification has been completed today. We will need access into your unit to verify any additional technical issues you are experiencing with your video and CHSI products. If you could please send me your availability or contact me via phone at 949-546-2257 we can setup a work order for a technician to complete his work. Thank you for your assistance! Susan Hobby Manager, Operations 949-546-2257
I got a response from Adriana Mendoza, Office of the General Manager Customer Relations, California.
date: Thu, 1 Dec 2011 14:32:39 -0500 Dear Mr. Friedman, I am in receipt of your emails to Cox Communications Customer Care. Let me begin by apologizing for the level of service you have received from us. I would like to take this opportunity to thank you for your taking the time to contact us and for the opportunity to serve you. On behalf of Cox I apologize for the delay in responding to your emails. Going forward please direct your emails to me directly so that I can ensure you receive a prompt response. It is my sincere hope to work with you to address and resolve any issues that you are experiencing with Cox and with your Cox services. Your emails mention several concerns from technical issues to billing problems. I would be happy to address each concern. Would you prefer that I contact you by phone to discuss or do you prefer that we communicate via email? Typically, we like to send a technician to the residence to proof the home and cabling in the home. However, per your request I will have our field service team certify the services from the tap to the demarcation point first to ensure that all levels are within specification. Once I receive confirmation that the certification has been completed I will inform you so that we can coordinate a time to visit your residence. I hope that this is acceptable to you and look forward to working with you. Please feel free to respond to this email or to call me. My contact information is listed below. Sincerely, COX ---------------------------------------------------------------------------------------- Adriana Mendoza, Office of the General Manager Customer Relations, California 858-836-7302 tel 1-866-570 5486 ext 7302 toll free 5651 Copley Drive, San Diego, CA 92111 Monday through Friday, 8:30am-5:00pm email@example.com
Me to the bulk of them.
date: Wed, 30 Nov 2011 11:57:45 -0800 ★ Cox eCare HSI Cox eCare HSI firstname.lastname@example.org ★ Cox PR ★ email@example.com ★ firstname.lastname@example.org ★ email@example.com ★ firstname.lastname@example.org ★ email@example.com ★ firstname.lastname@example.org ★ email@example.com ★ firstname.lastname@example.org ★ email@example.com ★ firstname.lastname@example.org ★ email@example.com ★ firstname.lastname@example.org ★ email@example.com ★ firstname.lastname@example.org ★ email@example.com ★ firstname.lastname@example.org ★ email@example.com Dear Cox, Marcos M. I am still waiting for a well thought out, meaningful, non-vapid, non-condescending, and customer safe reply. You people are still not reading what I have to say. At the moment, I suggest you continue written communications. The best method to allow me to clearly communicate with your business, and not fail to get my response on the record. I will continue to contact you via email for customer support. I predict Cox is likely to continue it's track record of wasting my time providing service it cannot certify, for a fixed dollar amount each month, which I have to guarantee. -rob friedman
–INSERT LINK TO FULL EMAIL EVENTUALLY–
HUGE STRING OF VAPID REPLIES AFTER REPLIES