Tech Support Challenge

[stevehill]

Friday, March 14, 2008

From: Steven D. Hill (stevehill@cox.net)
2406 Crestview
Escondido, Ca 92027


Subject: Letter of Complaint

If you are not the right person to see this letter would you mind giving it to the person that is please.

On Friday, March 14, 2008 at approximately 6 pm I called your tech support department in an attempt to resolve an internet issue. I explained to your rep that because of on-going construction issue that I had physically moved my internet cable from one location to another. The gentleman tried to convince me that I did not have a problem and that everything was ok. That was a little annoying in that I have 20 years electronic experience but I was calm and told him I had a splitter issue and that it had a 7 db loss and that I needed an amplifier to push the signal past the splitter. He told me that everything was fine. So I told him thank you and that I would call back when the problem re-occurred. I waited 15 minutes and called another tech. This time after explaining the gentleman told me you only get one internet connection and that I needed to put the modem back where it originally was. Again, calmly, I explained that I have a 3500 square foot home and running a cable down a hallway did not make sense to me. I suggested that an amplifier would resolve this issue and to my surprise he said sir I understand now what you’re saying and I agree with you. The amplifier will resolve this issue. At that time he made an appointment and explained to me that there will be a charge and that the technician will not collect any money on-site, that the amount due would show up on my next billing and that he would call 15 minutes prior to arriving. That he would be there between 10:00 am and 11:00 am this Saturday, March 15th, 2008. Now that was service! Right up to the point he was stooped by his supervisor that told him that this was a video issue and that I would have to call sales on Monday from 8 pm to 5 pm. I admit I was frustrated and asked to speak to his supervisor. After 10 minutes Shawn came on the line. Now to be clear, Shawn was at all times professional, but he would not be moved. I attempted to explain to him that a few years ago this issue came up, the tech came to my home, installed the amplifier and cable and all this was accomplished on a Saturday. I told Shawn I strongly disagreed with his position and was there anything he could do to help and again he would not be moved. I have been a Cox customer for many many years and Every time I called your company they did everything possible to resolve my issues until I spoke with Shawn. I so do not understand why a technician could not have come to my home as scheduled this Saturday, do you?

I hope I have not been disrespectful toward anyone in your firm as that is not my intention.
I use ALL the Cox services, from your phone to the internet and up to now have been very satisfied. Thank you for your patience and time.

Very Respectfully,

Steve Hill
stevehill@cox.net