Cox Store — Attraction in Crestview

If zero was an option…. Absolute WORST service in my experience. I’ve lived in several states, several areas of Florida and cox is by far, the least professional, poorly experienced (in every way; customer service, tech, etc) and overall poorly managed company I’ve ever seen. We need internet for work and because of their inexperienced support team, we will have no connection for the next three days despite the fact our service was fine moments before our call to support. Now, we must wait 3 days to have a tech come out which is code for “extra money.” Our service was fine in terms of speed but about once or twice an hour we would lose connection for for a few minutes. We wanted to resolve that issue. Somehow, during the call, we were switched to an “upgraded” service which made our current modem useless. We asked for our service to be switched back immediately as waiting 3 days was not an option. “Support” told us since we were “upgraded” we couldn’t go back to our previous service. We did not ask to be upgraded. We simply wanted a connection that would be reasonably secure. The customer “service” rep was incredibly rude. I’ve never heard anyone speak to a Customer like she did. I’m not a Karen either. I’ve worked in customer service for over a decade and despite the fact I’m not the most social person on earth, I am an adult & balanced enough to make myself be friendly for the customer. As soon as she took our call she was rude. She knew exactly what the problem was yet somehow, had zero clue how to explain it. The only thing she could think to say was “it’s confusing.” Confusing for who exactly? You? You know nothing of my experience, knowledge or training so at the very least, humor me and see if I can comprehend the problem. Let me be the one to decide if it’s “confusing.” She simply would say nothing but “it’s confusing” and “you’ll need a tech.” We had internet connection this entire time until she made some change and now there’s no way to connect us? How does that make sense? I could live with this situation if she’d been professional but she was the farthest thing from professional. Rude, immature and emotional are the words that come to mind with her. She seemed to be putting an unwarranted amount of emotion into the situation when all that was needed was strait-forward, professional assistance. So quick to sell us an unnecessary tech call and refused to simply put her thinking cap on and help….or at least connect us to someone else in the department who may be having a less emotional day. Leave your emotions at home and try to work on being a...

Zero on customer service. Went to return all devices. Asked for a receipt gentleman stated that they do not give receipt. He did say in a 1hr one will be emailed. I asked to speak to a manager lady comes over and tells me the same thing. I explained to them that when I return devices before we were charged and due to me having my receipt I was able to get it off. As I was speaking a lady behind me interjected when I ask for the assistant manager Id number and name and stated we do not id. I stated to her I thought I was talking to the two people in front of me and who are you.She stated that she is a manger and the the lady in front of me was a manger in training. Why send someone in training if tour not going to be with them in assisting. By that time gentlem came out asked what was going on I explained he stated he was the store manager explained everything over again. No help Left the store called customer service and the lady I had said the store only returned 4devices. I returned a total of 6. She fixed it and told me to go back to store. Arriving back in store the store manger was at door told him what customer service said and what they fixed. Walked to the computer assistant manger at the computer asked for last name I asked for just let the store manager help me. Store manager stated to me that either she or the guy can pull up my info because he does not do the computer. Now you’re forcing me to deal with someone that was rude to me. He then states I don’t believe she was rude to you. I stated she was. Store manager needs to be retrained on how to deal with customer service and on how to fix problem. Assistant manager that interject need major retraining. This store will continue to have bad customer service due to lack of training and how to deal with difficult situations.

Guy that was initial helping was not rude. When he did ask for help the manger in training yelled across the store and stated that don’t you see me with a customer. She was rude to the employee. She could have addressed him at a later time.

Assistant store manager not sure which is which due to her not properly introducing herself Cynthia N & Rhea R Store manager Sedrick

I will also be calling cooperate to ask for there district manager to reach out to me concerning...

Addendum .. now to add onto their punishing overcharges, cox charged customers for the 'privilege' of their lousy TV boxes failing, require us to take them into their stores and then charge the customer a fee on top of that per box for contour boxes that are even LESS capable of integrating to anyone's existing equipment (no analog audio hookup options anymore .. only 1 digital lowest end hookup), at the same cost PER unit and STILL way too much noise interference degrading smart TVs! The cost for these units is a whopping 18% increase over the last 6 months and ZERO DVR!. then they chirp about Netflix, but dont even come right out to say that will be ANOTHER COST INCREASE to the bill too! No option to go out and seek better equipment .. Cox is EXACTLY doing the same monthly rental fees like the HATED MA BELL OF THE 1960s. Just saying .. cant give Cox anything lower than 1 star by default .. reality is they are worse than that.

Bottom line ... why are we assessed surcharges for programming we don't have, don't want and don't need? Also .. another rate increase, forced to go to rental boxes even on smart tvs (shouldn't charge every box .. most other providers elsewhere have one whole house fee, instead of jacking up costs for lower grade equipment) 2018 bills increased over 12% from previous year monthly billings, and of this overall increase in the bill, for the "surcharges", Cox jacked those up over 160% EACH MONTH for what customers have NEVER authorized nor wanted at all (especially irritating is the nasty sports surcharge that is extorting those of us who cant afford sport programming that is NOT assessed at all on those who have the sport programming (in other words .. if you cant afford extras you are forced to pay for nothing that supplements and pays for what others enjoy at reduced rate! In most cases, this would be potentially called a fraud ...) Cox really should be a negative rating for it utter contempt and abuse...