Cox Communications

Standards of Service

Middle Georgia Region

Some time in early November 2012 I called the Cox Communications phone number to ask that a new "cable box" be installed on the back side of the Garage where I live because the old cable box was splitting apart.  After almost 20 years of exposure to the elements I suspected that it had outlived the shelf life of the product.

Some time about a week later I again called Cox Communications to ascertain why a "Technician" had not yet replaced the box.  I was informed that there was no record of my initial call.  We agreed that a box should be installed.  It was a busy week so I was informed that the box would be replaced next week.  "Next Week" was established as November 21, 2012.

No problem.  The service call did not require anyone to be at home.  Well after dark while were participating in Thanksgiving Eve events we received a call from two of our Neighbors.  There was an unidentified person walking around our home with a flashlight.  This unidentified person did not hear and/or failed to respond to a query so the Sheriff's Office was called.  When we returned home the box had not been replaced and our Neighbors informed us that the Sheriff's Office did respond.  I then determined that the Technician departed the scene after the Sheriff confronted him/her.

On Thanksgiving Day I again called Cox Communications and advised them of the events that had transpired.  It was agreed that the Technician would replace the box on Monday, November 26th.  No problem.  Monday arrived and when the TV went off I went outside and determined that the Technician had arrived and he was performing his task. 

I did ask the Technician to let me know when the task was complete so that I could check if everything was working properly.  Some time later I ascertained that the Technician had departed so I proceeded to see the results of his work.



Nice New Exterior Box
Twice the size of the box replaced
No problem

This is what I saw
Two naked wires
I considered this a poor performance
of the technician

Another view of the useless wires

I had no idea of the purpose of these two wires.  Again I called Cox Communications.  I talked to a "Supervisor" this time.  I briefly explained the situation.  I was told that the problem would be resolved quickly.

As I was enjoying my late lunch I looked out the Window and ascertained that the naked wires were being removed by the same Technician as the one who replaced the box earlier today, November 26, 2012.

It would have been very appropriate for the Technician to perform the task in a professional manner the first time.

During my conversation with the "Order Taker" on Thanksgiving day she tried to tell me that maybe the technician of the prior evening was handicapped and could not hear my Neighbors asking for the indentification.   I suspect that if the Technician had been handicapped that they would have displayed an appropriate sign.  So much for that.  It is sometimes very funny to attempt to relate with "Order Takers."  While they always have a response they are usually not well thought out.

I trust that the new cable box installed will last almost as long as the first one installed almost some 20 years ago.  I hope so.  Maybe by then I will have forgotten about the November 2012 Standards of Service displayed by Cox Communications.