Cox Store — Local services in Escondido

Not sure if anyone here is actually rating the store rather than the company as a whole but...

So far I have had generally positive experiences here, and I don't come often because I like to deal with my bills over the phone when it comes to sudden charges or bundle discounts. They just seem more equipped for that stuff.

As for the store, I have come in to return/replace equipment, and add new services.

If the service reps that handled my modem upgrade didn't mess up the Mac address input twice, I would have given the location 5 stars. I also only knocked out one star because it's happened only twice in the many years this place has been here.

• Review * (My recent experience that warranted the 4 star review)

In November 2016 I decided to upgrade my cable modem since I had been renting for a couple years. I brought in a compatible modem from a local retailer to the store so they could add it to my account. The sales rep suggested I purchased a modem that they offered in store since it was faster and cheaper than what I had purchased. Since I financed it I refused, and the rep seemed to dislike my choice since he changed the tone of his voice and was kinda rude towards the end of the transaction. Though I won't lie, he had a point.

Anyway, I got home and installed the new hardware and it wasn't connecting so I called Cox's trusty customer service line and found out that the rep input an incorrect Mac address (the "serial number" required by Cox in order to send your devices an internet connection).

• End Review *

This part doesn't have a whole lot to do with the review but it just kinda frustrates me because I actually went back to purchase the modem that the sales rep suggested to me since it really was a better investment for my money.

What a sucker right??

Well, after having the modem for 3 months it started to constantly disconnect all of my devices. I've gone through several technicians and a full rewiring of the house only to find out that the modem I bought was a lemon.

So ill be going to the store today to see if they will take it back and credit it towards my bill since I spent basically a whole month's worth of service for it. Not to mention dealing with the technicians (Don't get a technician on the weekends... you'll likely get a 3rd party contractor and my experience with those guys sucked.)

I was patient... nicer than I should have been too... and also a loyal 8 year customer... so I'd like to say I'm good for it. Heck, the modem still looks brand new and has original packaging! If the return experience will help someone else, I'll add it to...

Sad to say I'm not the only one upset about how this local spot treats loyal COX customers. The one star I put down goes to the employee Jenny cause aside from that this place gets a FAT ZERO!. I do not even know where to begin to be honset. This all started about two weeks ago when the local COX guy was outside my home doing service. I noticed everytime they come out internet goes down so I approached one of them to let them know and after some back and forth they end up inspecting my modem and let me know it's an outdated modem and I should contact COX as they supplied the unit and they would replace it at NO COST!!. Sure enough I call and they agree that it was time for the unit to be replaced. I set up the replacement and they instructed for me to either wait for a new unit by mail or pick up a new unit at my local store. My roommate works from hom, so I let them know I needed the unit now as my roommate was at home working and the internet is down. They let me know that I can just have my roommate go pick up the unit at the local store (this place) and get back online in no time. I asked if my roomate needed to be added to the account for that to happen and they said it wasn't needed as long as he took the equipment in with his ID showing the same address, all good. Roomate gets there to exchange, gets treated by Jenny who was willing to help out but then Kass who later is revealed to be the manager refuses to release the equipment because my roomate was not an authorized user? Kass made a big deal ab it for whatever reason. Customer service ended up adding my roommate to the account after the fact, but all this time was wasted for what reason? The most ironic part of it all is that this Kass manager was more worried about closing the blinds at 620ish PM when the place didn't close until 8:PM! What a SHAME!!.I'm sure the sun wasnt blinding throu.Companies wonder why one would rather purchase services online rather than go into a store? Why go into a store? to deal with poor management like Kass? Shame on you Kass. I hope u closed your blinds early enough to waste loyal COX...

You know a lot of times providers get a bad rap I hate having to go to the store and deal with whatever problem it's having or count issue. It's always a pain in the butt and inconvenient. Cox honestly the store they do their best to try and make it as painless as possible which if that comes out as a great review it should because I've been in some Time Warner and other provider shops that they did the best they could to make it even more of a nightmare that I was there. We had a complex issue come up with the passing of my father-in-law and getting back account control it took a little while to get it done and a couple of visits but eventually we got the right people to focus on it and get our problems resolved. That's one thing by going in the office that you get as opposed to calling the service line which is typically overseas you get clear English and get someone that has the power to actually do something not a phone tag that has limited power and probably can't fix your issue anyway if it's account relatedso I really like having an office close I can actually go in and talk with them about. I was a network administrator for 20 years and dealing with a tech line is so frustrating to me cuz I used to run tech lines so I kind of want to teaching them more than them fixing my problem which is annoying when I'm just trying to get back online. When I go in to the store that people are educated and I can cut through all the red tape and answering the questions get to the heart of the problem get it fixed and get down the road in an air conditioned well decorated building. Which has been exceptionally nice in this heat wave. Thanks, COX keep hearing good people and keep up this great customer service this is what...