October 28, Revdex.com rebuttal [redacted] We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle Our records also confirm that we processed the refund as the customer requested The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her We hope that the Revdex.com will take this into consideration when closing this complaint Thank you for your time.Catherine/ Cox Communications Executive Office/ Arizona
Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing this additional information to our attention We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers The Damage Claim issues that the customer refers to in his correspondence to your office is from years ago We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department Our investigation of the customer’s account does not indicate that ADA guidelines were violatedThank you for your time and consideration [redacted] Cox Communications, Southwest Region
Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our companyIt is certainly not our intention to cause any frustration Upon receiving our customer's complaint, we reviewed the calls that occurred on 5/26/and 6/24/On 5/26/16, the Cox Representative offered our customer the new promotional rate and advised it would expire after monthsThe customer agreed and accepted this offer presented by the Cox RepresentativeOn 6/24/16, the customer contacted Cox regarding a credit that was mentioned in the previous interactionAfter reviewing the calls it was determined that the credit mentioned was a prorate due to the changes with their monthly rateHowever, due to the confusion at that time the Cox Representative on 6/24/assisted our customer and applied a manual adjustment for the amount mentioned in the complaint We want to assure our customer that after reviewing the calls and their account that the appropriate adjustments have been applied and their billing is accurateIn addition, feedback will also be provided to the appropriate leadership regarding their experience Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Here is the email I have sent the customer as they are resolved: Acct Nbr [redacted] *Revdex.com Complaint# [redacted] Good afternoon Ms***, I want to thank you for your feedback on the Revdex.com Complaint # [redacted] and I truly apologize for any frustrations we may have caused At 8:20am PST, I had received the submitted request to investigate the removal of phone modem serial# [redacted] that was added to your account on 10/16/ You had disconnected phone services on 2/17/ Not until you completely stopped Cox Business services on 3/16/2017, is when you started to received Collection notices from CoxThis morning at 8:49am PST, I had reached out to you to advise that I will be handling your case and that I had sent out a request to have the equipment removed from your accountI am now emailing to advise you of my update First, I did have our team check the credit bureaus and this Equipment issue will not affect your credit, so you are ok there Secondly, at 12:58pm PST, I receivedconfirmation from our Equipment Disputes team that the missing phone modem has been removed as of today and there should be no further inquiries or calls to pay for outstanding equipment I want to thank you again for allowing me to resolve your concerns I will update the Revdex.com with our resolution There will be no further action necessary on your part.Whether you are a customer or not, our team here really takes pride to making sure the Customer Experience is a better one on the next go-around I hope I was able to provide that for you! It was my pleasure to serve you!
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 frustrationsRegarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number listed on the account to address these issues on 2/8/and 2/9/but we were unsuccessfulWhile we were unsuccessful in speaking to our customer directly, we have conducted a research of their account to gain a better understanding of their concernsAfter review of the account, notes, and repair appointment history we regret to inform our customer that we did not find adequate support for their claim of ongoing service issues and a request for one year of service adjustmentsAt this time, we do see the account in question is no longer active and the Cox equipment in our customer’s possession can be returned to any Cox Retail location to avoid unreturned equipment charges 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 youGeorge Executive Resolutions Cox Communications
The package that I ordered at the time was for MB of Internet data along with TV cable and a home phoneThe first two days that I had the service I couldn't receive a signal for the Internet, I contacted Cox about five times between the dates of January 7, and January 27, in regards to my Internet service not working properlyI had ordered the MB Internet package and it would never get to its full capacity speed, I was only receiving approximately MB of data from the moment that I got the Internet servicesAlthough they did get the cable television services to work properly after the second day, I would still call over the phone and they will troubleshoot things with me to try to get the Internet working properlyIt still wouldn't workI would then have to call back and have a technician come out to try to have the Internet services to get up to MBThe only service that ever worked properly was the telephoneThe last time I called Cox communications for my Internet not working up to MB was the date of January 27, at that time the technician that came told me that Cox doesn't even offer the services of MB in my area and he wasn't sure they even sold me the data plan because I would never be able to get that speed in this areaTherefore, the date of January 27, 2016, I called Cox to have my services disconnected because I would never be able to get the MB speed that I ordered""I advised the cox representative to have my serviced terminatedThe representative that I spoke with credited my account with $for Internet fees which left me with a balance of $79!, and told me that I would not access an early termination fee due to the service not being offered in my area and because I only had my services for less than a month"My question to you is why adverting 100MB cox speed internet knowing that cox did not even had the equipment to accommodate customer??
We would like to thank the customer for taking the time to file their concerns regarding their former Cox account Please let me begin with an apology for any inconvenience they experienced Additionally, our thoughts are certainly with our customer following the loss of their loved oneUpon receipt of this complaint, we were able to make contact with our customer on 3/4/to arrange to have a technician pick up the equipment in question at no additional costOnce the equipment has been picked up, the unreturned equipment charges will be removed within 3-daysWe are confident the issue at hand has been resolved 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 youGeorge Executive Resolutions Cox Communications
We appreciate our customer taking the time to voice their additional concerns regarding their Cox account billingAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although our initial attempts to locate the sales interaction from 8/2/to review our customer’s concerns were unsuccessful which resulted in our initial decision, our company escalated the request for this call recording and was able to successfully locate this on 11/1/Once this call recording was located and reviewed, our company was able to confirm that our customer was in-fact misquoted a monthly rate of $for months for their existing level of cable and Internet servicesAlthough the lowest monthly rate our company is able to achieve for this level of service with promotional discounts is $123.24, our company will honor the difference in pricing of $for months ($total) via four quarterly credits of $applied to the accountThe first credit of $will be applied 11/3/17, the second will be applied 2/3/17, the third will be applied 5/3/17, and the fourth will be applied 8/3/Please understand, that the monthly rate for the services will still bill at $but the adjustments we are applying will honor the difference in pricingAlthough we understand this has been a frustrating experience, we appreciate our customer’s 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 experiencedThank youGeorge Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file her concerns regarding the service visit charge on her account Please let me begin with an apology for any inconvenience she experienced We certainly did not want to cause her any frustrationsUpon receipt of this complaint, we researched the account and confirmed that the charge was made in error due to the technician’s findingsWe have removed the charge from the account and would like to apologize for the inconvenienceIt 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 customer’s 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 623-594-Thank YouThomas Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations Upon reviewing their concerns, we reviewed our records and confirmed that the original modem fully supported their subscribed Internet speeds at the time of purchaseWhen Cox increased the Internet speeds in 2013, several notifications were sent to customers about the equipment needed to receive the new speedsSince the increase in 2013, Cox further increased the speeds in and again in April of While we certainly recognize their frustration, it is the responsibility of our customers to notify us should they have concerns with their servicesDue to our customer’s tenure with us, we have applied a $goodwill adjustment to the accountThis amount is to reflect the cost of our Mbps package over a two month period 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 for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution Thank you for your time and consideration Atari HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11504345, 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.Llamada a COX 6/10/16Aquí les hago llegar los último minutos de lo que arregle con el supervisor Roger departamento de facturación de Cox comunication y él mismo me confirma que mi próximo pago es del monto que se acordó anteriormente con Cecilia (fecha 5/autorización del pago # [redacted] Gracias por su atención.Atn: [redacted] Revdex.com Translation:Here is the latest information about the settlement with the supervisor Roger in the billing department of Cox Communication and at the same time verify that my next payment will be of the amount that it was agreed previously with Cecilia date 5/authorizing the payment # [redacted] Regards, [redacted]
Revdex.com Rebuttal # [redacted] We would like to thank the customer for bringing their additional comments to the attention of your office We contacted our customer directly to discuss his complaint and concerns He said he recently picked up a rental modem and that he has not had any service issues Additionally, he does not want to have a field technician come out to his home at this time because the service is working Because of the issues he was having we offered him a one-time credit to his account and a month promotion to discount his rental modem, both of which he accepted Thank you for your time and consideration [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
What about all the time I spent trying to get my bill fixed that cox had no answers as to why it was changed? And my trips to the service depot in Gilbert? No deduction of bill for my wasted time due to their problems? I spent hours on the phone and hours at their storeAll for a problem that was Cox fault and they just apologize? Not acceptable
We appreciate our customer taking the time to voice their concerns regarding their experience with our Customer Care CenterAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although we do see that our customer has since spoken with our Customer Care Center and advised us of their decision to discontinue their service with Cox, we would like to assure them their feedback regarding their previous experiences with our Customer Loyalty Department and Field Installation team will be addressed with the appropriate company leadershipWe appreciate our customer’s patience and understandingWe truly hope that they reconsider Cox Communications as their service provider in the future 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 youGeorge Executive Resolutions Cox Communications
We would like to thank the Revdex.com for the opportunity to assist a valuable customer Regrettably, we are unable to offer our customer a response regarding the Regional Sports Surcharge (RSS) to her satisfaction The RSS fee is a direct result of significant increases in rebroadcast fee’s For this we do not have a discount to offset In review of her account we can say that over the last years we have been able to offer her attractive discounts to assist her with her account pricing This including her current promotion significantly discounting her services well below retail rate for months We believe in our product and the competitive pricing we offer Additionally, we understand our customers have choices for providers for their entertainment needs We appreciate the opportunity provided by the Revdex.com to respond and consider this complaint closed Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experienceIt is certainly not our intention to cause any frustration.We have contacted the customer directly on 2/25/to address their 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 experiencedFeedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.We appreciate the opportunity that the Revdex.com has given to us to assist our customer Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his final billing statement Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations Upon receipt of this complaint we were able to make contact with our customer on 12/22/to address his concernsDuring our conversation with our customer we found the charge in question was an unreturned equipment charge that was added to the account erroneouslyIn an effort to reach a resolution, we have removed the disputed charge which has left our customer’s former Cox account with a zero balanceWe are confident the issue at hand has now been resolved 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 [redacted] Thank You George Executive Resolutions Cox Communications
[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, Chris [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experienceIt is certainly not our intention to cause any frustrationWe have contacted the customer directly to address their concerns and are working towards a providing a resolutionIt 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 experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customer Lawrence E.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
October 28, Revdex.com rebuttal [redacted] We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle Our records also confirm that we processed the refund as the customer requested The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her We hope that the Revdex.com will take this into consideration when closing this complaint Thank you for your time.Catherine/ Cox Communications Executive Office/ Arizona
Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing this additional information to our attention We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers The Damage Claim issues that the customer refers to in his correspondence to your office is from years ago We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department Our investigation of the customer’s account does not indicate that ADA guidelines were violatedThank you for your time and consideration [redacted] Cox Communications, Southwest Region
Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our companyIt is certainly not our intention to cause any frustration Upon receiving our customer's complaint, we reviewed the calls that occurred on 5/26/and 6/24/On 5/26/16, the Cox Representative offered our customer the new promotional rate and advised it would expire after monthsThe customer agreed and accepted this offer presented by the Cox RepresentativeOn 6/24/16, the customer contacted Cox regarding a credit that was mentioned in the previous interactionAfter reviewing the calls it was determined that the credit mentioned was a prorate due to the changes with their monthly rateHowever, due to the confusion at that time the Cox Representative on 6/24/assisted our customer and applied a manual adjustment for the amount mentioned in the complaint We want to assure our customer that after reviewing the calls and their account that the appropriate adjustments have been applied and their billing is accurateIn addition, feedback will also be provided to the appropriate leadership regarding their experience Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Here is the email I have sent the customer as they are resolved: Acct Nbr [redacted] *Revdex.com Complaint# [redacted] Good afternoon Ms***, I want to thank you for your feedback on the Revdex.com Complaint # [redacted] and I truly apologize for any frustrations we may have caused At 8:20am PST, I had received the submitted request to investigate the removal of phone modem serial# [redacted] that was added to your account on 10/16/ You had disconnected phone services on 2/17/ Not until you completely stopped Cox Business services on 3/16/2017, is when you started to received Collection notices from CoxThis morning at 8:49am PST, I had reached out to you to advise that I will be handling your case and that I had sent out a request to have the equipment removed from your accountI am now emailing to advise you of my update First, I did have our team check the credit bureaus and this Equipment issue will not affect your credit, so you are ok there Secondly, at 12:58pm PST, I receivedconfirmation from our Equipment Disputes team that the missing phone modem has been removed as of today and there should be no further inquiries or calls to pay for outstanding equipment I want to thank you again for allowing me to resolve your concerns I will update the Revdex.com with our resolution There will be no further action necessary on your part.Whether you are a customer or not, our team here really takes pride to making sure the Customer Experience is a better one on the next go-around I hope I was able to provide that for you! It was my pleasure to serve you!
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 frustrationsRegarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number listed on the account to address these issues on 2/8/and 2/9/but we were unsuccessfulWhile we were unsuccessful in speaking to our customer directly, we have conducted a research of their account to gain a better understanding of their concernsAfter review of the account, notes, and repair appointment history we regret to inform our customer that we did not find adequate support for their claim of ongoing service issues and a request for one year of service adjustmentsAt this time, we do see the account in question is no longer active and the Cox equipment in our customer’s possession can be returned to any Cox Retail location to avoid unreturned equipment charges 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 youGeorge Executive Resolutions Cox Communications
The package that I ordered at the time was for MB of Internet data along with TV cable and a home phoneThe first two days that I had the service I couldn't receive a signal for the Internet, I contacted Cox about five times between the dates of January 7, and January 27, in regards to my Internet service not working properlyI had ordered the MB Internet package and it would never get to its full capacity speed, I was only receiving approximately MB of data from the moment that I got the Internet servicesAlthough they did get the cable television services to work properly after the second day, I would still call over the phone and they will troubleshoot things with me to try to get the Internet working properlyIt still wouldn't workI would then have to call back and have a technician come out to try to have the Internet services to get up to MBThe only service that ever worked properly was the telephoneThe last time I called Cox communications for my Internet not working up to MB was the date of January 27, at that time the technician that came told me that Cox doesn't even offer the services of MB in my area and he wasn't sure they even sold me the data plan because I would never be able to get that speed in this areaTherefore, the date of January 27, 2016, I called Cox to have my services disconnected because I would never be able to get the MB speed that I ordered""I advised the cox representative to have my serviced terminatedThe representative that I spoke with credited my account with $for Internet fees which left me with a balance of $79!, and told me that I would not access an early termination fee due to the service not being offered in my area and because I only had my services for less than a month"My question to you is why adverting 100MB cox speed internet knowing that cox did not even had the equipment to accommodate customer??
We would like to thank the customer for taking the time to file their concerns regarding their former Cox account Please let me begin with an apology for any inconvenience they experienced Additionally, our thoughts are certainly with our customer following the loss of their loved oneUpon receipt of this complaint, we were able to make contact with our customer on 3/4/to arrange to have a technician pick up the equipment in question at no additional costOnce the equipment has been picked up, the unreturned equipment charges will be removed within 3-daysWe are confident the issue at hand has been resolved 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 youGeorge Executive Resolutions Cox Communications
We appreciate our customer taking the time to voice their additional concerns regarding their Cox account billingAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although our initial attempts to locate the sales interaction from 8/2/to review our customer’s concerns were unsuccessful which resulted in our initial decision, our company escalated the request for this call recording and was able to successfully locate this on 11/1/Once this call recording was located and reviewed, our company was able to confirm that our customer was in-fact misquoted a monthly rate of $for months for their existing level of cable and Internet servicesAlthough the lowest monthly rate our company is able to achieve for this level of service with promotional discounts is $123.24, our company will honor the difference in pricing of $for months ($total) via four quarterly credits of $applied to the accountThe first credit of $will be applied 11/3/17, the second will be applied 2/3/17, the third will be applied 5/3/17, and the fourth will be applied 8/3/Please understand, that the monthly rate for the services will still bill at $but the adjustments we are applying will honor the difference in pricingAlthough we understand this has been a frustrating experience, we appreciate our customer’s 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 experiencedThank youGeorge Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file her concerns regarding the service visit charge on her account Please let me begin with an apology for any inconvenience she experienced We certainly did not want to cause her any frustrationsUpon receipt of this complaint, we researched the account and confirmed that the charge was made in error due to the technician’s findingsWe have removed the charge from the account and would like to apologize for the inconvenienceIt 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 customer’s 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 623-594-Thank YouThomas Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations Upon reviewing their concerns, we reviewed our records and confirmed that the original modem fully supported their subscribed Internet speeds at the time of purchaseWhen Cox increased the Internet speeds in 2013, several notifications were sent to customers about the equipment needed to receive the new speedsSince the increase in 2013, Cox further increased the speeds in and again in April of While we certainly recognize their frustration, it is the responsibility of our customers to notify us should they have concerns with their servicesDue to our customer’s tenure with us, we have applied a $goodwill adjustment to the accountThis amount is to reflect the cost of our Mbps package over a two month period 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 for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution Thank you for your time and consideration Atari HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11504345, 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.Llamada a COX 6/10/16Aquí les hago llegar los último minutos de lo que arregle con el supervisor Roger departamento de facturación de Cox comunication y él mismo me confirma que mi próximo pago es del monto que se acordó anteriormente con Cecilia (fecha 5/autorización del pago # [redacted] Gracias por su atención.Atn: [redacted] Revdex.com Translation:Here is the latest information about the settlement with the supervisor Roger in the billing department of Cox Communication and at the same time verify that my next payment will be of the amount that it was agreed previously with Cecilia date 5/authorizing the payment # [redacted] Regards, [redacted]
Revdex.com Rebuttal # [redacted] We would like to thank the customer for bringing their additional comments to the attention of your office We contacted our customer directly to discuss his complaint and concerns He said he recently picked up a rental modem and that he has not had any service issues Additionally, he does not want to have a field technician come out to his home at this time because the service is working Because of the issues he was having we offered him a one-time credit to his account and a month promotion to discount his rental modem, both of which he accepted Thank you for your time and consideration [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
What about all the time I spent trying to get my bill fixed that cox had no answers as to why it was changed? And my trips to the service depot in Gilbert? No deduction of bill for my wasted time due to their problems? I spent hours on the phone and hours at their storeAll for a problem that was Cox fault and they just apologize? Not acceptable
We appreciate our customer taking the time to voice their concerns regarding their experience with our Customer Care CenterAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although we do see that our customer has since spoken with our Customer Care Center and advised us of their decision to discontinue their service with Cox, we would like to assure them their feedback regarding their previous experiences with our Customer Loyalty Department and Field Installation team will be addressed with the appropriate company leadershipWe appreciate our customer’s patience and understandingWe truly hope that they reconsider Cox Communications as their service provider in the future 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 youGeorge Executive Resolutions Cox Communications
We would like to thank the Revdex.com for the opportunity to assist a valuable customer Regrettably, we are unable to offer our customer a response regarding the Regional Sports Surcharge (RSS) to her satisfaction The RSS fee is a direct result of significant increases in rebroadcast fee’s For this we do not have a discount to offset In review of her account we can say that over the last years we have been able to offer her attractive discounts to assist her with her account pricing This including her current promotion significantly discounting her services well below retail rate for months We believe in our product and the competitive pricing we offer Additionally, we understand our customers have choices for providers for their entertainment needs We appreciate the opportunity provided by the Revdex.com to respond and consider this complaint closed Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experienceIt is certainly not our intention to cause any frustration.We have contacted the customer directly on 2/25/to address their 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 experiencedFeedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.We appreciate the opportunity that the Revdex.com has given to us to assist our customer Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his final billing statement Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations Upon receipt of this complaint we were able to make contact with our customer on 12/22/to address his concernsDuring our conversation with our customer we found the charge in question was an unreturned equipment charge that was added to the account erroneouslyIn an effort to reach a resolution, we have removed the disputed charge which has left our customer’s former Cox account with a zero balanceWe are confident the issue at hand has now been resolved 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 [redacted] Thank You George Executive Resolutions Cox Communications
[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, Chris [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experienceIt is certainly not our intention to cause any frustrationWe have contacted the customer directly to address their concerns and are working towards a providing a resolutionIt 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 experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customer Lawrence E.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region