We would like to thank the customer for taking the time to file her concerns regarding her account billing Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrations.Regarding the issues expressed by Mrs [redacted] in her complaint, we did research her Cox account to gain a better understanding of the issues at handAfter completing this research, we determined that on 10/31/this Cox account was enrolled in our automatic payment program using our Web siteAs a result of this enrollment, an automatic payment in the amount of $was processed on 12/13/While speaking to our customer, we apologized for any frustration this payment may have caused but also explained that since refunding this payment would place the account in a past due status, we would not be able to facilitate her requestIt is our genuine desire to continue a positive relationship with Mrs [redacted] and we appreciate her patience and understanding It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thanks [redacted] Executive ResolutionsCox Communications
April 22, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the confusion that our customer experienced with her account Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the situation at hand We also gave the customer our direct contact information if she had additional questions regarding this situationAs always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer Thank you [redacted] /Cox Communications Executive Offices/ [redacted]
Revdex.com Case # [redacted] We are sorry to hear our customer was negatively impacted by a service call charge that a representative advised we would not billWe reached out to the customer directly and resolved the issue and collected all the feedback for coachingThank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We are truly sorry to hear our customer still has additional concerns regarding her Cox accountWe take the concerns of our customers very seriously and we appreciate our customer’s patience throughout this situationIn reference to the concerns brought forth in the most recent rebuttal, we were able to speak with our customer on 4/09/When speaking to our customer, we explained that we completed a full research of her account in addition to listening to the calls she had with our Customer Care Center on 1/20/and 1/26/We explained to our customer that the quote of roughly $she was given was a quote for her Internet and telephone servicesHowever, on 1/26/our customer contacted our Customer Care Center again and ordered our cable servicesWe were able to confirm that our customer was advised of the additional costs that adding this service would incur.While we absolutely understand our customer’s frustration, we must explain that we have done our due diligence in researching their concerns and we must inform them that the existing rate for their service is correctWe are unable to provide them with the monthly rate of $for their cable, Internet, and telephone service as this quote was only intended to be the pricing for their Internet and telephone services.We appreciate our customer’s patience and understandingThank you [redacted] Executive EscalationsCox Communications
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to cancel a work order We sincerely regret the inconvenience that he experienced with our company.Upon receipt of this complaint, we contacted our customer to apologize arrangement to pick up the equipment was not made when he contacted us to disconnect serviceHe explained he left the equipment in the residence and provided contact information for the landlordWe contacted the landlord and have made arrangements to pick up the equipment Once we receive the equipment the charges will reverse.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We appreciate our customer taking the time to voice their remaining concerns with their Cox accountCox Communications takes the satisfaction of our customers very seriously and we are dedicated to reaching a resolution with Mr [redacted] Regarding the concerns outlined in his complaint, we performed a full review of our customer’s account to gain a better understanding of the issues at handIn our review, we were able to find evidence of speed issues with our customer’s Internet connection from 11/8/to 11/29/When speaking to Mr [redacted] on 12/28/we acknowledged these findings and let him know that we would be adjusting his account billing for the Internet services on this date As a courtesy we also waived the installation fee that was billed for the service call to his home that took place on 11/18/14.Additionally, we are truly sorry to hear of the poor experience Mr [redacted] had with one of our technical support representativesWhen speaking with our customer we assured him this experience is not indicative of the service that we strive to provide and advised him that we will address these concerns with our Technical Support Department leadership for future coaching opportunities.We are confident that at this point we have reached a resolution with Mr [redacted] and it is our genuine desire to continue a positive relationship with him for many years to comeIt is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at ***-***-***.Thank you [redacted] Executive ResolutionsCox Communications
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding her attempts to have her service installed We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint we contacted our customer to acknowledge her concerns and confirmed the install appointment scheduled for 3/14/ We then involved our Field Service group to ensure the install was completed Our records show the service was installed on 3/14/ We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issueSincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their account billing Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (***-***-***) to address these issues but we were unsuccessfulWe have left voicemail messages and submitted a letter to the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billing It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experiencedThank you [redacted] Executive ResolutionsCox Communications
Revdex.com Case # [redacted] We regret to hear of the issues our customer has had with their cable services.We have contacted the customer directly to address her concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customerExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their account billing Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessfulWe have left voicemail messages and submitted a letter to the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billing It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experiencedThank you [redacted] Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file their concerns regarding their cable servicesWe have contacted the customer directly to address his concerns and provide a successful resolution.Thank you for your time and consideration[redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
After receiving this rebuttal we spoke with our customer We acknowledged that she returned the equipment and offered to re-install and address any issues she is having Our customer declined our offer We confirmed the equipment and service was working when the install left our customer’s home on 2/26/ Our customer did not contact us until 3/2/to talk about lowering her bill She explained she wanted to cancel her services because the bill was too high Our customer did not contact us again until 3/6/stating the motion sensor was not working We found a good signal Our customer allowed us to set up a service call but our customer would not schedule the order On 3/9/our customer contacted us to disconnect her phone service There is no mention of issues with her security system On 3/10/our customer called in about faulty equipment and that she will be moving She would like the Early Termination Fees waived We explained the 3-year agreement and what the Early Termination Fees will be if she disconnects the service Our customer declined our offer to have a technician out to address the faulty equipment issue Later that day she brought the security system equipment into one of our stores Our customer entered into a year agreement and the agreement states she needs to allow us the opportunity to address issues with the service Our customer has refused our attempts to address her concerns and the call history to our office does not reflect our customer had an issue with the service until 3/6/ Our customer can disconnect service but would be responsible for the Early Termination Fees We will be happy to work with our customer if she chooses to let us address her service issues.Our customer mentioned the installer’s supervisor came out during the install So we contacted the supervisor regarding the fact our customer states the tech went through her paperwork He explained he spoke with our customer about this when he was onsite This has been addressed.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience this has caused We will be happy to address her concerns if she will let us Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the [redacted] regarding his attempts for an adjustment to his bill for the difference in the modem purchase quoted and actually charged We sincerely regret the inconvenience that he experienced with our company.We contacted our customer to apologize for the inconvenience and time it took to resolve this and as a courtesy an adjustment to his billing was made.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com Case #*** We are sorry to hear our customer had issues with billing and paymentsWe attempted to contact the customer by telephone and emailWe have not had the opportunity to discuss the account with the customer at this timeOnce we do, we will apologize for the experience and
explain the account has been provided courtesy credits in December and AprilThe total credits cover the concerned amount in the requested resolution. Thank you for your time and consideration. *** *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We apologize our customer felt the necessity to file a complaint to the *** *** ***. We have contacted our customer and reached a mutual agreement for services and pricing. We apologize for any inconvenience our customer has experienced in regards to this
issue.Sincerely,*** *** / Office of the General Manager / Cox Communications Executive Offices / ***
We are truly sorry to hear that our initial response was not found to be satisfactory by our customerPlease know, we are dedicated to assisting our customers and we apologize for any inconvenience this situation may have caused. On 1/27/we were able to speak with our customer to address the additional concerns outlined in their most recent responseWe explained to our customer that we take his concerns very seriously and as a result we performed a full research of the past year of his account records In this research we reviewed all note entries and technician visits to gain a proper understanding of the amount of time our customer’s services were impactedThe account notes and work orders reflect our knowledge of days of service issues in the past year While we certainly understand our customer’s request for compensation, since they have already been provided $in adjustments over the last year, we are unable to provide additional account credits at this time. Additionally, we are certainly disappointed to hear Mr*** is still experiencing technical issues with their services as of their latest responseWhen speaking to our customer on 1/27/we made numerous offers to send a technician to their home to address any remaining issues they may be having with their servicesRegretfully, Mr*** opted to decline our attempts to schedule a technician to investigate these issues furtherUnfortunately, without being allowed the opportunity to send a technician to the home to investigate the problem further, it may be very difficult for us to address the services issues that may still be occurring Please know, it is our genuine desire to reach a resolution with our customer and we would like nothing more than to continue a positive relationship with him for many years to come. It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank you. ***Executive EscalationsCox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attached the most recent statement dated 11/29, it will be drafted from my account on 12/24. This statement was generated before COX recieved the return of my equipment which should be subtracted from my account. I've also attached a screen shot of my recent account activity that shows numerous charges and credits on my account, making very difficult to see the final bill. I would like to see a statement that shows the $equipment fee removed, and what will actually be drafted from my account on 12/24. The statement showing numerous lines of credit and charges is my original complaint that I was told was going to be taken care be permenantly putting my rate at the 50% "promotional rate." I'm guessing that COX is not willing to honor that as a resolution as I have read several complaints stating nearly the same problem that I am expierence. I am requesting that I recieve a revised statement reflecting my equipment being returned (what amount will be drafted from my account on 12/24) and that the permenant price reduction that a "loyalty rep" offer me to retain my business months ago
Regards,
*** ***
We would like to thank the customer for taking the time to file her concerns regarding her account billing Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrations.Regarding the issues expressed by Mrs [redacted] in her complaint, we did research her Cox account to gain a better understanding of the issues at handAfter completing this research, we determined that on 10/31/this Cox account was enrolled in our automatic payment program using our Web siteAs a result of this enrollment, an automatic payment in the amount of $was processed on 12/13/While speaking to our customer, we apologized for any frustration this payment may have caused but also explained that since refunding this payment would place the account in a past due status, we would not be able to facilitate her requestIt is our genuine desire to continue a positive relationship with Mrs [redacted] and we appreciate her patience and understanding It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thanks [redacted] Executive ResolutionsCox Communications
April 22, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the confusion that our customer experienced with her account Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the situation at hand We also gave the customer our direct contact information if she had additional questions regarding this situationAs always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer Thank you [redacted] /Cox Communications Executive Offices/ [redacted]
Revdex.com Case # [redacted] We are sorry to hear our customer was negatively impacted by a service call charge that a representative advised we would not billWe reached out to the customer directly and resolved the issue and collected all the feedback for coachingThank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We are truly sorry to hear our customer still has additional concerns regarding her Cox accountWe take the concerns of our customers very seriously and we appreciate our customer’s patience throughout this situationIn reference to the concerns brought forth in the most recent rebuttal, we were able to speak with our customer on 4/09/When speaking to our customer, we explained that we completed a full research of her account in addition to listening to the calls she had with our Customer Care Center on 1/20/and 1/26/We explained to our customer that the quote of roughly $she was given was a quote for her Internet and telephone servicesHowever, on 1/26/our customer contacted our Customer Care Center again and ordered our cable servicesWe were able to confirm that our customer was advised of the additional costs that adding this service would incur.While we absolutely understand our customer’s frustration, we must explain that we have done our due diligence in researching their concerns and we must inform them that the existing rate for their service is correctWe are unable to provide them with the monthly rate of $for their cable, Internet, and telephone service as this quote was only intended to be the pricing for their Internet and telephone services.We appreciate our customer’s patience and understandingThank you [redacted] Executive EscalationsCox Communications
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to cancel a work order We sincerely regret the inconvenience that he experienced with our company.Upon receipt of this complaint, we contacted our customer to apologize arrangement to pick up the equipment was not made when he contacted us to disconnect serviceHe explained he left the equipment in the residence and provided contact information for the landlordWe contacted the landlord and have made arrangements to pick up the equipment Once we receive the equipment the charges will reverse.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We appreciate our customer taking the time to voice their remaining concerns with their Cox accountCox Communications takes the satisfaction of our customers very seriously and we are dedicated to reaching a resolution with Mr [redacted] Regarding the concerns outlined in his complaint, we performed a full review of our customer’s account to gain a better understanding of the issues at handIn our review, we were able to find evidence of speed issues with our customer’s Internet connection from 11/8/to 11/29/When speaking to Mr [redacted] on 12/28/we acknowledged these findings and let him know that we would be adjusting his account billing for the Internet services on this date As a courtesy we also waived the installation fee that was billed for the service call to his home that took place on 11/18/14.Additionally, we are truly sorry to hear of the poor experience Mr [redacted] had with one of our technical support representativesWhen speaking with our customer we assured him this experience is not indicative of the service that we strive to provide and advised him that we will address these concerns with our Technical Support Department leadership for future coaching opportunities.We are confident that at this point we have reached a resolution with Mr [redacted] and it is our genuine desire to continue a positive relationship with him for many years to comeIt is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at ***-***-***.Thank you [redacted] Executive ResolutionsCox Communications
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding her attempts to have her service installed We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint we contacted our customer to acknowledge her concerns and confirmed the install appointment scheduled for 3/14/ We then involved our Field Service group to ensure the install was completed Our records show the service was installed on 3/14/ We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issueSincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their account billing Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (***-***-***) to address these issues but we were unsuccessfulWe have left voicemail messages and submitted a letter to the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billing It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experiencedThank you [redacted] Executive ResolutionsCox Communications
Revdex.com Case # [redacted] We regret to hear of the issues our customer has had with their cable services.We have contacted the customer directly to address her concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customerExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their account billing Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessfulWe have left voicemail messages and submitted a letter to the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billing It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experiencedThank you [redacted] Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file their concerns regarding their cable servicesWe have contacted the customer directly to address his concerns and provide a successful resolution.Thank you for your time and consideration[redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
After receiving this rebuttal we spoke with our customer We acknowledged that she returned the equipment and offered to re-install and address any issues she is having Our customer declined our offer We confirmed the equipment and service was working when the install left our customer’s home on 2/26/ Our customer did not contact us until 3/2/to talk about lowering her bill She explained she wanted to cancel her services because the bill was too high Our customer did not contact us again until 3/6/stating the motion sensor was not working We found a good signal Our customer allowed us to set up a service call but our customer would not schedule the order On 3/9/our customer contacted us to disconnect her phone service There is no mention of issues with her security system On 3/10/our customer called in about faulty equipment and that she will be moving She would like the Early Termination Fees waived We explained the 3-year agreement and what the Early Termination Fees will be if she disconnects the service Our customer declined our offer to have a technician out to address the faulty equipment issue Later that day she brought the security system equipment into one of our stores Our customer entered into a year agreement and the agreement states she needs to allow us the opportunity to address issues with the service Our customer has refused our attempts to address her concerns and the call history to our office does not reflect our customer had an issue with the service until 3/6/ Our customer can disconnect service but would be responsible for the Early Termination Fees We will be happy to work with our customer if she chooses to let us address her service issues.Our customer mentioned the installer’s supervisor came out during the install So we contacted the supervisor regarding the fact our customer states the tech went through her paperwork He explained he spoke with our customer about this when he was onsite This has been addressed.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience this has caused We will be happy to address her concerns if she will let us Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the [redacted] regarding his attempts for an adjustment to his bill for the difference in the modem purchase quoted and actually charged We sincerely regret the inconvenience that he experienced with our company.We contacted our customer to apologize for the inconvenience and time it took to resolve this and as a courtesy an adjustment to his billing was made.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com Case #*** We are sorry to hear our customer had issues with billing and paymentsWe attempted to contact the customer by telephone and emailWe have not had the opportunity to discuss the account with the customer at this timeOnce we do, we will apologize for the experience and
explain the account has been provided courtesy credits in December and AprilThe total credits cover the concerned amount in the requested resolution. Thank you for your time and consideration. *** *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We apologize our customer felt the necessity to file a complaint to the *** *** ***. We have contacted our customer and reached a mutual agreement for services and pricing. We apologize for any inconvenience our customer has experienced in regards to this
issue.Sincerely,*** *** / Office of the General Manager / Cox Communications Executive Offices / ***
We are truly sorry to hear that our initial response was not found to be satisfactory by our customerPlease know, we are dedicated to assisting our customers and we apologize for any inconvenience this situation may have caused. On 1/27/we were able to speak with our customer to address the additional concerns outlined in their most recent responseWe explained to our customer that we take his concerns very seriously and as a result we performed a full research of the past year of his account records In this research we reviewed all note entries and technician visits to gain a proper understanding of the amount of time our customer’s services were impactedThe account notes and work orders reflect our knowledge of days of service issues in the past year While we certainly understand our customer’s request for compensation, since they have already been provided $in adjustments over the last year, we are unable to provide additional account credits at this time. Additionally, we are certainly disappointed to hear Mr*** is still experiencing technical issues with their services as of their latest responseWhen speaking to our customer on 1/27/we made numerous offers to send a technician to their home to address any remaining issues they may be having with their servicesRegretfully, Mr*** opted to decline our attempts to schedule a technician to investigate these issues furtherUnfortunately, without being allowed the opportunity to send a technician to the home to investigate the problem further, it may be very difficult for us to address the services issues that may still be occurring Please know, it is our genuine desire to reach a resolution with our customer and we would like nothing more than to continue a positive relationship with him for many years to come. It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank you. ***Executive EscalationsCox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attached the most recent statement dated 11/29, it will be drafted from my account on 12/24. This statement was generated before COX recieved the return of my equipment which should be subtracted from my account. I've also attached a screen shot of my recent account activity that shows numerous charges and credits on my account, making very difficult to see the final bill. I would like to see a statement that shows the $equipment fee removed, and what will actually be drafted from my account on 12/24. The statement showing numerous lines of credit and charges is my original complaint that I was told was going to be taken care be permenantly putting my rate at the 50% "promotional rate." I'm guessing that COX is not willing to honor that as a resolution as I have read several complaints stating nearly the same problem that I am expierence. I am requesting that I recieve a revised statement reflecting my equipment being returned (what amount will be drafted from my account on 12/24) and that the permenant price reduction that a "loyalty rep" offer me to retain my business months ago
Regards,
*** ***