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Cox Cable and the Bait and Switch
Malachi1975
Member Posts: 1,079
Let me start by saying that I abhore Cox with a passion. Nonetheless, I am without options in this day of monopolies. I was going to switch to DirecTV but that would have cost me more in keeping my broadband through Cox. I do not have a land line so DSL in out of the question. I was hoping for Fios, but sadly, they are not servicing the residential areas around me yet. Short story, I am stuck with Cox.
Well, I recently decided that since I have all these HDTVs in my house now that I should go ahead and pick up the digital services. Namely I wanted the BBC and Int. History Channel really. Those channels came with a particular package that sorrowfully includes G4TV as well (What the HELL is COPS doing on a "gaming network"?). So I ordered the basic digital gateway and my additional tier which added my channels I wanted. I also picked up an HD-DVR since I am sick of the VCR.
So, I asked 7 times how much my monthly total would be. 7 times I was told $117/mos for everything. I was fine with that. I was told that I would get Showtime and HBO in HD for free for 3 months and that my rate would be $149/mos if I chose not to cancel these services at the end of the promotional period. Low and behold, I get my bill last night: $149. So I called their billing department today to tell them where they could shove this bill. Here's a bit of the conversation:
Cox: Thank you for call Cox, my name is <blank>, may I ask your who I am speaking to?"
Me: Yes, this is <blank> the account holder (now...I want to state at this point they slaughter my last name from henceforth, which isn't that hard. However, it shows me just how well they listen.)
Cox: How can I help you today, Mr. <blank>?
Me: Well, I just recieved my bill today after ordering the digital cable services upgrade to my account. I was quoted an amount of $117/mos total for all services, however the bill states that I owe $149. I see that I am also being billed for ShowtimeHD and HBOHB, which I did not order. They were added on as a promotional event to my account for 3 months. I ordered the services on August 7th around 1pm. (I looked up the last time I called Cox on my Vonage service...boy I love that feature)
Cox: Alright, Mr. <blank>. I see that, yes, you are being billed for HBOHD and ShowtimeHD. We don't have any promotions on your account. In fact, we don't have any promotions at all at this time for the premium channels.
Me: Really? That's a bit shocking, while we are talking I just got done watching a commercial for your services which stated "Order now and recieve Showtime and HBO free for 3 months". That's a bit curious, don't you think?
Cox: Would you like to file a billing dispute, Mr. <blank>?
Me: That would make sense as I have no intention of paying this bill at this time.
Cox: Alright, Mr. <blank>, may I put you on hold while I fill out the dispute form?
Me: Do I have a choice? And my name is <blank>
Cox: Do you remember the name of the representative who quoted you that price, Mr. <blank>?
Me: No, but I know 1- that my name is Mr. <blank> as I just said 10 seconds ago (after hearing my name slaughtered that many times I had to speak up...no wonder they can't get my account straght, they don't even remember to whom they are speaking) and 2- I know the direct complaint numbers for both the FTC and FCC.
Cox: I am sure I know who they are Mr. <blank> (yay...she got it right!)
Me: Wow, you work for a cable provider and you don't know who the FCC is? Ask your supervisor.
Cox: One moment please Mr. <blank> (looks like my name FINALLY caught on at this point)
*hold music....I coulda swore it was Girl From Ipanema. Do people STILL use that song for hold?*
Cox: Mr. <blank>, my supervisor has authorised me to provide you with one month free service and we will take Showtime and HBO off your account now. Your next months bill will be $117. Is that correct?
Me: Yes, and by the way, you record these calls. I gave you the time and date I ordered the service. Why do you need me to tell you who works for you?
Cox: We can find that, it is just easier if you know up front.
Me: No, it would be easier if your employees didn't sell me services that I didn't order. THAT would be easier.
Cox: You are correct, Mr. <blank>. My supervisor just informed me that we can waive your digital television service fees for two months. Is there anything else I can help you with today?
Me: I dunno, it seems if I keep pointing out all the mistakes your company has made that I keep getting more stuff for free...
*Poor gal couldn't help but chuckle at that one"
Cox: So you bill for this month will be $129. You next payment will be $117. However, for the next two months you will only be billed $41 for your Highspeed Internet Services.
Me: $129? What happened to $117?
Cox: You are going to be pro-rated for the time which you recieved the Showtime and HBO services this month.
Me: Pardon? Let me get this straight. You put something on my account which I did not ask for then when I tell you I want it removed you bill me for the time in which you gave it to me...even though I didn't ask for it? If I am wrong here and you're billing me for some other reason please inform me.
Cox: Unfortunately, the service has already been provided and you must be billed for it.
Me: Could you lean over and ask your supervisor if he or she knows what Breach of Contract means?
*silence*
Cox: Mr. <blank>, we're going to go ahead and waive this month's fees as well. Can I help you with anything else today.
Me: I told you if I stayed on long enough I would get something else for free. That will be all.
The usually pleasentries ensue. Yes, I am aware I am an utter prick on the phone. Let me say that at no time was I actually angry. In fact, I was trying to keep a straight face on the other end. Some part of me feels that *I* should bill THEM since I KNOW they are using my recorded phone calls as training tools on how to deal with jerks.
I wouldn't have posted this if this sort of service were a one-time occurance between Cox and I, but it just seems that they, as a company, barely know how to keep the lights on let alone provide a decent service. I can only pray that Fios will come into my residential area soon so that I can get away from Cox. Hell, I'd be happy to be back with Comcast at this point...and that says something!
"What is it I have against Microsoft, you ask? Well, you know how you feel when you wait for an MMO to come out and when it does you feel like you've paid to play it's beta test for another 6-9 months before anything even thinks of working the way it should? Being a network engineer you feel that way about anything Microsoft puts out."
Comments
Using Cox is like using Microsoft Windows. You don't want to, but its just a better deal. One time I got charged $600 by Cox for 1 month, but it was my brothers fault with over 2k minutes of international calling. You won't believe this but I cut off $20 from my bill from cutting off any long distance calls, and the potential $600.
I can't really say any internet service is better then Cox in my area. I am sure Verizon will setup thier broadband too, but they charge more then cox unless you get in while they are setting up. Also Cable TV is great.
no offense but you were being a dick for almost no reason .... you got 2 months of free cable tv, and you still went on to be upset about being charged 12$ more then the 117$.......after they told you, you get free cable tv...... and i got cox to like 2 months ago and they had that promotion with stars and hbo, although i dont think i was charged .... i dont think that lady had any idea what the promotions were.
Playing: EVE Online
Favorite MMOs: WoW, SWG Pre-cu, Lineage 2, UO, EQ, EVE online
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Dude that sucks. I know when I lived in Vegas Cox was always really cool with me. Maybe its because you live in North Las Vegas LOL! J/K.
In America I have bad teeth. If I lived in England my teeth would be perfect.
I don't even bother anymore. Television is the past. About 4 months ago I ditched my TimeWarner cable (another horrible cable company by the way) and haven't looked back. Everything I want to see I can watch on the internet (History Channel, Daily Show, Simpsons, etc) and any movie I want to watch can either be purchased or rented.
Why would I pay a monthly fee for these things?
Eternally mine,
Keebs
The MMO gaming blog I write for.
Well, I won't disagree about me being a prick. I will, however, disagree with it being for "no reason".
Reason #1- This isn't the first time Cox has fouled up services in my area. Their internet is up and down more than Bill Clinton's pants and a Lewinski reunion party. When you call them to tell them the very same fact they will deny any problems on their end and blame the customer. Problems with this: 1- You don't blame the customer. You are providing the service, you try to work something out or simply state that you will see if something can be done about it. Don't assume immediately that the customer did something wrong, especially when said customer has more networking experience than the sum of your level 1 and 2 support departments 2- When the customer tells you that their neighborhood is without internet you don't say "Well it may be something with your computer." Especially when the cable TV is off as well. That's purely a problem with the companies hardware at that point, even if it is down to the repeaters and transformers. To this date, after nearly two years at this address and about 3 years with Cox, they STILL try to charge me for the "lease" of the cable modem which I purchased through their promotion when I initially signed up when I moved to Las Vegas.
Reason #2- Not knowing of a promotion that is being advertised on your VERY OWN CABLE NETWORK is downright inexcusable. It's not a third party offer, it's a commercial being aired on their own service. One, that might I add, has been advertised for ALL OFF AUGUST here in my area. So, if you don't know what your company is offereing two weeks into the month...do your company a favour and don't answer the phone. I also find it VERY hard to believe that she didn't know what was being offered as that information is all on their system in front of them as they are speaking to you. Unless you're trying to convince me that their using tin cans and twine to communicate between departments.
Reason #3- Not pronouncing a customers name which has been uttered several times shows you are not listening. Lopees and Lopez as two wholly different names. Here, in America, I was taught that two like vowels together make a long vowel sound. Lopees (and I only bother stating my name here as I really don't hide anything...hell it's in my profile). isn't that hard to pronounce. While I am not utterly offended when someone calls me "Mr. Lopez", I can't help but wonder what type of service I am getting when the very person I am speaking too obviously can't listen carefully enough when I correct them.
Reason #4- Paying $12 more for something I didn't order. Sure, it's only $12 but I shouldn't have even had to complain at this point. Logic would have dictated that they messed up and added a service to my account which I did not order. If your waiter/waitress brings you the wrong order would you still pay for it if they tried to charge you? I highly doubt that. That's business 100, not even 101. You don't charge your customer for something they didn't order becase "they already had it for a while". Had I let it sit for a long time after receiving my bill I could see them saying that I had to pay for it since I had it. However, this was my first bill showing the service. I called promptly (and I could go into reason #5 being that I had to deal with an assinine voice activated automation service in which I spent 40 minutes on hold waiting to speak to a person) when I recieved the bill.
Reason #5- Denial from the first step. You will note that the first thing she says, after I told her that I DID NOT order the premium channels, is "yes, you are being billed for those." She should have said "Yes, it looks like you are mistakenly being billed for something you didn't order. I can see that is a problem." This is a perfect example of the decline of customer service in American Business Practices and I, for one, won't go quietly into that gentle night that was customer service of the old days. When a business screws up, I expect them to own up. Much like I own up when I provide a service and make a mistake. You'll note, I have even owned up the whole time (even in my original post) to being a jerk. But after explaining to a computer why I was calling for 20 minutes I didn't really feel I needed to explain the very same things to a live person. If their automated system is going to ask me the questions they need there is no need to ask me the same questions again. That is a waste and disrepect of my time as a consumer.
If you actually stop to read the whole conversation you will see that, yes I was being a prick, but they kept trying to sidestep their mistakes and give me concessions. Even to the very end they tried to charge me for the service that I hadn't ordered instead of saying "Oh, we messed up. That's completely our fault. You don't have to pay for that." I didn't want a couple free months of service, I wanted the principle of the matter. Do your job right the first time or own up to your mistakes. Don't sugar coat things by offering freebies instead of admitting fault. If you think I am being a prick "for no reason" for wanting them to do their job right in the first place instead of throwing freebies around, then that's your opinion to which you are entitled. Personally, I think if I had let them just give me a couple freebies and STILL charge me for unwanted services that just sets a trend for them to do the very same things in the future. I'd prefer to pay for the next two months and them get their act straight than get two months free and know that there is a VERY good chance that they will make this same mistake in the future.
They've shown nothing but a track record of error after error and I think if everyone just takes the "quick fix" freebies instead of calling them on it they will continue down the same path. I'd also like to mention that the gal who I was on the phone with was chuckling at my commentary for the most part. I think she, like me, enjoyed watching her supervisor twist in the wind when having to perform actual work instead of throwing the proverbial band-aid on the dam.
"What is it I have against Microsoft, you ask? Well, you know how you feel when you wait for an MMO to come out and when it does you feel like you've paid to play it's beta test for another 6-9 months before anything even thinks of working the way it should? Being a network engineer you feel that way about anything Microsoft puts out."
Ack! North Las Vegas? GOD NO! I live on the east side by Las Vegas High School. I am still happily in "Las Vegas" under good ol' Uncle Oscar.
"What is it I have against Microsoft, you ask? Well, you know how you feel when you wait for an MMO to come out and when it does you feel like you've paid to play it's beta test for another 6-9 months before anything even thinks of working the way it should? Being a network engineer you feel that way about anything Microsoft puts out."
OUCH! $600? That's why I won't switch over to Cox Digital Phone (no matter HOW many times they have tried to add it to my account). I pay $25/mos with Vonage and I get super cheap ass International LD rates (mind you, we only call Argentina at $.03/min or Chile at $.04/min which is where my girlfriends high school friends live).
I agree about Cox being like MS. I am stuck with the shaft till something breaks the monopoly that is the "cable provider". WHEN Fios comes around my area (which I was told would be next year) the I will be getting the 5MBps/2MBps package for $39/mos ($29 for the first 7 months after the first month free) as opposed to the 5MBps/512KBps I get from Cox that's running me roughly $42/mos (and functions about 80% of the time).
"What is it I have against Microsoft, you ask? Well, you know how you feel when you wait for an MMO to come out and when it does you feel like you've paid to play it's beta test for another 6-9 months before anything even thinks of working the way it should? Being a network engineer you feel that way about anything Microsoft puts out."
I take Billing/Tech/ and Installation call for Directv. Truthfully you were being a dick. Also, the first person you talked to was a dick... so it balances out.
Personally I never use Mr. ____ or Mrs. ______ or even Sir or Ma'm. I never repeat their name or use any of that lingo, though technically I am supposed to, because it is not personal enough. I speak to customers like I speak to my friends or family members. In 3+ years I had maybe only half a dozen calls go to a Supervisor after the person spoke to me, and usually that was because they wanted the impossible.
Also, If it were me, I would have just credited the service already used. I wouldn't have given so much away free, but I wouldn't have asked for the customer to pay something promised free(even by someone not authorized to make the offer). My Customer Service Philosophy is to always deal with the root issue, then offer a bonus. Otherwise, I like to give away free services when the customer doesn't even expect it. If some nice lady calls in to lower their package because her husband lost his job and they just can't afford what they currently have, I like to give them a monthly discount toward the package they have so they can afford to keep everything, then I throw in some free movie channels. This puts the Discount to much better use than when we use them to make a pissed off person a little bit less pissed off.
...Oh, and that whole "Breach of Contract Thing" making the agent go silent: She was probably silent because she was rolling her eyes. Trust me when I say that kind of talk doesn't make anyone sweat. We usually just let the customer go on with their threats and mis-used legal lingo before repeating what we said before. Even asking to speak to an agent's Supervisor is nothing more than a minor inconvenience, unless the agent was rude or used foul language. If you want to get down to it, I suggest asking to speak to the supervisor yourself early in the call(Let the agent try to fix the problem first, this can be done 98% of the time and saves another possible hold time), then speak nicely. A Supervisor has plenty of authorization to do most things, but a lot of times they can hold back and still be doing their job properly. The nicer you are, the better the results. I guarantee it.
Like I said, I never disagreed with the fact that I was being a prick. Though, like I said, the gal on the other end was giggling a lot so my tone of voice had a lot to do with it. She could tell I was getting her supervisor's goat a bit. My debate above was the fact that I was being a prick WITH a reason. I was just stating that I wasn't doing it for no reason at all.
See, you're pointed out the big issue I had. They never wanted to deal with the root issue. That is pretty much what spurred me on to be a price. They wanted to skirt it and throw freebies, which actually frustrates me more when compounded with the original issue. If they had just said "Woops, we boofed. Fixing it now" I'd have been totally different. But instead I had to get their goat since they wanted to dance.
PS- I HATE being called Mr. Lopees. That's my father, to use a cliche. I prefer to be called Ryan and I normally insist upon it, but this gal was somewhat distant from the beginning of the call so I didn't bother. Screw your supervisors and policies, I suggest you continue calling people by a more personal name if they offer it. As a consumer I can tell you that it defuses the situation even when I DO call and I am extremely irrate.
"What is it I have against Microsoft, you ask? Well, you know how you feel when you wait for an MMO to come out and when it does you feel like you've paid to play it's beta test for another 6-9 months before anything even thinks of working the way it should? Being a network engineer you feel that way about anything Microsoft puts out."
Again, on that one it was my tone of voice with her that told her I was poking at her supervisor. A supervisor, who I think was being a prick for not taking the call instead of whispering into his subordinates ear. I find that to be piss-poor superivision. It strikes me as the typical middle management who thinks they are the king of a castle and they sit back and expect everyone to server them rather than realise that their position it to server everyone: Their bosses, the consumers, and their employees.
As for "Breach of Contract" being "mis-used" legal lingo, it most assuredly wasn't. Adding a service without the customers consent then attempting to bill said customer for the service is a gross breach of contract and would easily stand up in any given court of law had the attempted to bill me for those services. I have a close friend who is a Business Attorney in California who is always raring to jump on cases like this with me because he knows that the TRUTH of the matter is that most of these companies do commit gross breaches and that the general public is purely unaware of their rights. I highly doubt that the gal was "rolling her eyes" because she thought I was using some lingo that was misplaced. In fairness, given that the gal works for a cable provider and has never heard of the FCC I highly doubt her legal knowledge was THAT grand to call foul on me.
The only reason I didn't ask for the Supervisor early on is, despite that the gal couldn't get my name right to save her life, I could tell she was working harder than her Supervisor. One she was chuckling with me I refused to be handed off to someone else who should have already been doing their job. In fact, I recieved the typical "Who'd we do" survey email and I gave her kudos for keeping her grace under fire, even though she couldn't get my name right. Her supervisor, on the other hand, got horrid reviews because he/she didn't bother to address the situation UNTIL I made a threat of suit. In fact, he/she did nothing but tossing quick fixes, as you your self have said, are pretty pointless. That illustrated to me that the Supervisor had the "Oh...well...here's a coupon" mindset going rather than actually paying attention to their job. Now, if that was because they were so horridbly busy BEING a Supervisor that would only compound the heart of the matter: Cox REALLY needs to get their act together. Two class action lawsuits show that already for ther "Breaches of Contract" when it most definitely was not "mis-used" lingo. I didn't quite take kindly to the fact that the Supervisor couldn't be bothered to admit fault and deal with the issue at hand rather than hand out canned responses. THAT I take personally.
Keep in mind two things. 1- I was never debating that I was a prick. Only that I was a prick with a reason. 2- The point of the matter wasn't how the representatives handled the respective calls (the first for screwing the proverbial pooch by misquoting me..something for which companies specifically have E&O insurance and the second for her respective call) but the point was how Cox, as a business handles these situations. Frankly, the manner in which is was handled was inexcusable, and for that I was a prick. Mind you, I never raised my voice or even took a harsh tone. I was jovial throughout the entire conversation. Something that the gal could easily pick up on. Sure, I took a few jabs, but most of those weren't any worse that slaughtering my last name after I had corrected her. I like to keep people on their feet.
In short, the failings were upon Cox and the supervisor.
EDIT: I would also like to correct you in your statement "Trust me when I say that kind of talk doesn't make anyone sweat". First, it's a bad idea to generalise that statement in saying that no one worries when they hear of legal ramifications. Yes, when they are unwarranted I will give to you that it is usually dismissed as BS. But, I for one again, can tell you that when I spoke of a BoC with Alienware for a laptop I purchased back in Janurary (which has now been returned and refunded) and they agent was called the very next day by the BBB and the Florida State Attorney Generals office regarding the matter (which I had sent the entire email transcript to both parties even though Alienware tried to tell me that it was "illegal" for me to share my emails from them with anyone else....boy...wanna talk about mis-se) they were drenched in sweat. So much so to the fact that I received a written apology from Alienware CC'd to the FL St Attorney General and BBB as well as a full refund, special shipping paid, all fees waived, and store credit with Alienware (which I have no intention of EVER using).
I can also point out my dealings with Providan bank when I used the words "Third Party Disclosure" after their agent opted to sit through not one, but TWO answering machine messages talking about all the lovely details of my account. For which I was awarded dismissal of the account and $2500 for troubles (another company which I would like to point out was served a Class Action lawsuit in California for Breach of Contract in regards to their Credit Protection Policy). Once again, there was a group that sweat profusely.
True, I am a prick, but I am an educated prick. And that is dangerous when dealing with companies that are used to screwing people over who have no idea that they are being screwed over. Yes, I will agree with you, with the terms are arbitrarily tossed about they are meaningless. When they are used in proper context, as I do, they are very threatening, especially to companies that are regulated by a federal organisation, thus ruling out the "We're a big bad company and they are a little person. We can sweat them out in court fees" mindset that many companies take.
"What is it I have against Microsoft, you ask? Well, you know how you feel when you wait for an MMO to come out and when it does you feel like you've paid to play it's beta test for another 6-9 months before anything even thinks of working the way it should? Being a network engineer you feel that way about anything Microsoft puts out."