{"id":671,"date":"2025-12-11T13:02:15","date_gmt":"2025-12-11T20:02:15","guid":{"rendered":"https:\/\/paultcottey.com\/Blog2021\/?p=671"},"modified":"2025-12-11T13:02:16","modified_gmt":"2025-12-11T20:02:16","slug":"an-entry-in-the-they-dont-get-it-list-cox","status":"publish","type":"post","link":"https:\/\/paultcottey.com\/Blog2021\/2025\/12\/11\/an-entry-in-the-they-dont-get-it-list-cox\/","title":{"rendered":"An entry in the “They don’t get it” list: Cox"},"content":{"rendered":"\n

I used the chat function on Cox Communication’s web-site this week because there was an outage. Actually, they claim they were “doing maintenance” and that is why Cox was down, but at 2PM on a Monday, unless it is emergency maintenance, they are not doing maintenance. In other words, it’s an outage.<\/p>\n\n\n\n

The chat agent was a little slow on the uptake, but I don’t know how many simultaneous chats they have to run, so I’ll give him the benefit of the doubt. <\/p>\n\n\n\n

There had just been another outage two days before, so I have two recent data points on the script that the agents seem to be following. It goes like this:<\/p>\n\n\n\n

    \n
  1. When the customer says, “Hi this is Joe Blow. I would like credit for the service outage that is occurring right now.” Type back, “May I ask who I am speaking with? [sic]” The customer says, “Joe Blow.”<\/li>\n\n\n\n
  2. When the customer has re-given his name, the agent types: “Hi, Joe. What can I do for you today?” The customer says, “I would like credit for the service outage that is occurring right now.”<\/li>\n\n\n\n
  3. The agent then says, “What is the date of the service outage?” The customer says, “Today, December 8.”<\/li>\n\n\n\n
  4. The agent says, “The system generated an unchangeable credit of $X.XX. Should I go ahead and process that?” Yes, of course. Since this is generally one day’s worth of service charges, take it and wrap this up.<\/li>\n\n\n\n
  5. OK, so far this is just highly inefficient, but nothing is wrong. The agent then says, “We have a promotion to go to 2 GB\/s speed at an additional cost of only $50 a month. May I go ahead and process that change?”<\/li>\n\n\n\n
  6. Whoa! We have not finished with the dealing with the current OUTAGE and the agent is trying to upsell. When the customer says “No thank you.” the agent moves to…<\/li>\n\n\n\n
  7. “I notice you have an older modem. We can upgrade you to a newer modem [that won’t work with the extenders you own] for only $40 more a month. Should I go ahead and do that?”<\/li>\n\n\n\n
  8. “No, thank you. All I need is the service credit.”<\/li>\n\n\n\n
  9. “We are running a promotion that you combine your cell phone with your WiFi. Should I go ahead and tell you more about that?”<\/li>\n\n\n\n
  10. “No, thank you. All I need is the service credit.”<\/li>\n\n\n\n
  11. Agent disconnects.<\/li>\n<\/ol>\n\n\n\n

    Someone at Cox should reconsider that the time to up-sell someone on services is not when the person is saying there is an outage. Maybe put more effort into providing a network that works?<\/p>\n\n\n\n

    UPDATE: The THIRD service outage in a week occurred yesterday. Same script. Same attempts to upsell.<\/p>\n\n\n\n

    <\/p>\n","protected":false},"excerpt":{"rendered":"

    I used the chat function on Cox Communication’s web-site this week because there was an outage. Actually, they claim they were “doing maintenance” and that is why Cox was down, but at 2PM on a Monday, unless it is emergency maintenance, they are not doing maintenance. In other words, it’s an outage. The chat agent… Continue reading An entry in the “They don’t get it” list: Cox<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":674,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_s2mail":"yes","footnotes":""},"categories":[1],"tags":[],"class_list":["post-671","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","entry"],"yoast_head":"\nAn entry in the "They don't get it" list: Cox - Paul T. 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