Dear Cox Communications,
Why do you hate your customers so much? Have we done something to offend you? Is it that when we send you huge chunks of our income on a monthly basis for your low quality product you know just how grossly you're over-charging us and it makes you feel bad? Not bad enough to either lower your prices or give us better service, but bad enough that you occassionally think about it while wandering your mansion looking for the room you left one of your rolexs in... oh heck, you'll just send your assistant to go buy another one... It's not really your money anyway...
Seriosly though, what the hell man? I spend like $150 a month with your company, but whenever anything goes wrong the only answer I ever get is, "I'm very sorry but don't worry, we're not going to do anthing to actually help you."
Today I discovered that my beloved Arizona Wildcat's football game was actually getting televised tonight! A rare treat given how poorly we've played in the last decade... All I needed to do was subscribe to that channel and I'd be able to watch it. Given that I was sitting around waiting for an oil change, i figured I had some time to kill, so I called into the "customer service" number and was quite suprised that I got hold of a human being in under 2 minutes (a rare feat for any company these days). I spoke with a rep and explained my situation, I wanted to watch MY football tonight game on channel 172, so the only channel I cared about was channel 172. As such I specifically asked, "Can I get this channel" the answer, "well, you'll get the whole package (like 20 channels), which includes channel 172". Please note, I did not ask, "Can people in general get this channel" I wanted to know specifically, can I, Alan Rother in Glendale AZ, get this channel. We completed the tasks required to add the sports package to my account and the rep informed me that the package was now active and as soon as I got home the channels would be up and running.
Sure enough, I get home turn on th TV, change the chanel to 172 and BAM - a big blank grey screen... WTF! I check all of the othe channels in the package... Every single other channel in the package (with the exception of the two other Fox Sports College channels) worked perfectly...
Once again I call "customer service" and immediately get hold of a rep, she reviews the situation and verifies my account, sure enough, she see's why it isn't working. She noticies that I have a Cable Card listed on my account, yes that's right, I can't stand the DVR the cable company offers, so instead I have a bad ass HD Tivo... The problem is simple then, all I need to do is drive over to the Cox office a block from my house and pick up a "tuning adapter" Great, super, easy... I'm on my way... Oh wait, they close at 4... It's now 4:20....
So I ask, well can I get one from an on site tech? Yes of course, we can schedule to send one out in 3 days... Not even a little helpful... Well, can you tell me where one is right now, I'll go meet him and he can just give me the adapter, after all it doesn't actually require a tech to install it??? Oh sure, oh wait... no we can't do that...
All I need is a stupid adapter, that just plugs in to the back of my Tivo, to fix a massive design flaw in the stupid Tuner Card that Cox makes me pay $2 a month for... But no... despite the fact this is YOUR fault, you just will not do ANYTHING to help me out. Even though there is no technical, legal or physical reason you can't simply give me an adapter, you just won't. Apparently there is some paperwork involved and you wouldn't want a little thing like customer happiness to get in the way of paperwork... FFS...
Cox, do you not realize that in the next 5 years your whole business niche of providing television is going to change? We won't need you soon... TV will be nearly all, on demand, over the internet... Don't you want us to not hate you so that maybe, just maybe we will still do business with you? Would it have killed you to have someone in your employment who actually cared enough to help me out? I just want to watch a stupid football game... Hell, I'm even PAYING YOU to let me watch my game... NO, I'm even PAYING EXTRA to let me watch my game, and it's not even gong to be in high def!
In conclusion... Cox, you suck. I don't know what else to say... ComCast can you please move into the Phoenix area and bury this awful company, please?
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For the record, everyone I spoke to was as nice as possible, I'm quite certain the last tech I spoke to before I spent 30 minutes yelling at a manager, truely wanted to help me, but was clearly worried about being fired for doing so... The manager also agreed to give me a credit on the sports package... woo hoo, I'm not having to pay for a service I CAN'T FUCKING USE BECAUSE SOME NITWIT DIDNT DO HIS DAMN JOB!
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