Cox Store — Local services in Rancho Santa Margarita

0 star if there was an option. STAY AWAY FROM THIS STORE. CUSTOMER SERVICE IS ZERO IN THIS STORE. STAY AWAY FROM AYA THE COX SOLUTION SPECIALIST (YEAH SPECIALIST YOU CALL IT). SHE HAS NO RESPECT TO CUSTOMER WHATSOEVER.

Yes, I was told by cox customer service on the phone to drive to cox store so I could have a better deal in there. I went there and i was the 2nd person in line. On our turn, Aya, the so-called Solution Specialist, approached us and took us to a desk. I told her that my partner's contract is ending tomorrow and we talked to the customer service that we are going to cancel and put the contract on my name. She just turned to us and said this is account assumption and it is against our policy! I said what do you mean by POLICY! I said I already talked to guys on the phone and they were doing it for me. BY THE FACT THAT THERE IS NO ONE ABOVE THE LOYALTY DEPARTMENT IN COX AND THEY SUGGESTED ME TO TRANSFER THE SERVICE FROM MY PARTNER TO ME TO AVOID PAYING THE INSTALLATION FEE OF $75. AND NOW THIS Aya is telling me it is against their policy and she cannot do it. She said let me get my manager because I am not going to do this. I told her to get him right now. She left the desk and I said to her if this does not work, we will cancel my partner's contract and then I sign up as a new customer. She rudley turned her face to me and said in my face in front of other customer that "yes I can cancel it and then you can call customer service to setup the service for you!!". This was outrageous and I told her that no, I am here in the store and you need to do it here. She opened the back door to get her manager and she said "NO I AM NOT GOING TO DO IT FOR YOU". WOW, IS THIS THE BIG CORPORATE COX REPRESENTATIVE?!! This just made me off the hook. How do you dare to say this to a loyal customer (over 10 years)? You are paid to take care of customers. Customer comes first everywhere. I don't know why cox have this kind of employee in a face to face and in retail store if they have attitudes and they are not trained to deal with customer nicely.

Anyway the manage guy comes and it is obvious that he does not have that much power against his specialist, Aya ( I did not know her name until the end. Keep reading until the point that I looked at her badge), and he asked for my address. I gave him the address and then he gives me a full price on the service i asked for which was $85. I said "Are you sure that you are considering me as a new customer and not as current customer? He said yes and this the price for new customer. At this point, i said to him that I will go and check other cox store and I hope that they tell me the same price, otherwise I am going to complain about you. Then I looked at her badge to see her name and I said ok her name is Aya? While she was helping another customer, she turned her face to me and in front of everyone told me "hey here, here is my card if you want my name". I hope she will get a lesson soon from the upper management to not to be rude to customers and have a little bit of respect.

Finally we signed up with $50 service somewhere else. One more time PLEASE STAY AWAY FROM THIS COX STORE SPECIALLY THE SPECIALIST GIRL, Aya!!!! I already gave my feedback to cox customer service and hopefully they do...

i absolutely hate cox. i had time warner for 3 yrs and hated them too but cox is makin time warner look great. (i think they are partners too) they are constantly a hassle and they are THE WORST with hidden fees and customer service. and just an added note, i hate talkin on the phone.

first call to cox was to find out their deals and set up an appointment for installation.

second call was for trying to figure out where the cable guy was after takin a day off of work. they said he was running late. ya thanks for the heads up.

third call was to reschedule the appointment because he never showed up.

fourth call was after the cable guy had left. they gave me the basic box instead of dvr. when i had talked to them about this, the guy specifically said "oh you are right, you did order a dvr box." but the only option was to either wait the next day for them to ship it to me or go to the store and pick it up myself. due to the inconvenience, they gave me a small discount. ($5 off for 6 months)

fifth call was because they sent me the same basic box that i had!!!!!!! so two weeks later and i still cant record anything. i ended up just pickin up the box...

sixth call was for a bill that was twice as much as what i had agreed on. they added the installation fee which was supposed to be free with the promotion i had signed up for, there was a monthly modem fee which didnt make sense since i am usin my own modem, and a dvr fee that they did partially inform me of but left out other dvr charges. lastly, the small discount from the fourth call? ya they didnt put that in the system.

seventh call was due the fact that they did not update any of the extra charges after 48 hrs so i had to live through sixth call all over again since nothing was inputted in the system.

the eighth and last call (for now) was because my bill online looks ABOUT right but when you click on details everything is the same as the first bill and cox has certainly showed me that i cannot trust them. so until they are able to show me exactly what i am bein billed for, i am going to be a disgruntled cox customer.

although the operators have been pretty nice considering the fact that i have been an angry customer, their service portion is horrendous. its as if they just sit there and tell me what i want to hear but not do what they say they are going to do. btw did i mention i hate talkin...

The good: Internet speeds are very good with the "preferred" package (25 Mbps down, 5 Mbps up). I rarely lose internet service.

The bad: Terrible customer service Unreliable tech support They have a cable internet monopoly in our area and don't seem to care about customer satisfaction. Incessantly spams their existing customers for up-sells Expensive Rates have gone up 5-7% every year for the past several years for the same service.

I had a DOCSIS 2.0 modem for years. After several spam emails from Cox offering to sell me one of their DOCSIS 3.0 modems, I bought one on Amazon and replaced it myself in a few minutes.  It took 3 hours for Cox to get the modem registered on their end and to get my internet connection back.

The tech support rep was rude and was clearly unfamiliar with common computer networking terms like "Ethernet cable" or a well known equipment manufacturer.  She questioned the make and model of my modem twice, "D-Link?  Are you sure?!  Can you spell it?". You might not want to be working at an internet service provider with that lack of basic knowledge.

On the aggressive marketing front, I get flyers in the mail at least once a week (with envelopes marked "important customer information" that contain only junk mail) and frequent phone calls trying to get me to give them more of my money for services I don't need.  I have tried telling them nicely that I am not interested in phone or TV and to stop the unsolicited sales calls.  They either don't take note of my request or they don't care and the calls continue.

At one point they were calling 3 or 4 times a day, never leaving a message (I hate that!).  I Google search the number on caller ID to see it is Cox.  I then add the number to my DO NOT ANSWER contact that goes straight to voicemail.  Cox figures it out after a week or two and calls me from another number.  Rinse and repeat.

Cox isn't as bad as Comcast, but I would drop them in a heartbeat if Verizon Fios or Google fiber becomes available...