View Full Version : Escalating an issue with COX Communications?



SSEiYah
12-05-2012, 05:49 PM
Quick background: One of my neighbors' trees took down the power/utility lines a few months back in a wind storm. AT&T/OGE were quick to install new lines but Cox left a "temporary" line running right thru the middle of my back yard. I've tried contacting customer service on several occasions and they assure me a request has been submitted to their "maintenance department". Several months go by and there is still a line in the back yard. To clarify, this is not the line to my house, it is the MAIN line that runs pole to pole, as in the line that feeds all of my neighbors.

I'm wondering if anyone else has run into this type of problem? I'm trying to figure out the the quickest way to get to "someone that cares" at Cox. It seems like asking for a supervisor in customer service goes nowhere. Any ideas? I know some companies have an "escalation department" which handles issues which go unresolved for a while.

catch22
12-05-2012, 06:32 PM
Cut the wire on "accident". You'll have the whole block calling them.









---Kidding.

Hawk405359
12-05-2012, 06:56 PM
The easiest way to get a company to o something they always should have done is bad publicity. Have you tried seeing if one of the tv stations would do a story about it?

1972ford
12-05-2012, 10:28 PM
If its on the ground now the yard if its in the air tale it out with a remote control plane if they put it back demand free all inclussive cable services for your right of way

RadicalModerate
12-05-2012, 10:36 PM
Or . . . Perhaps you might try a slightly more authoritative, yet interruptedly patient, tone on the phone as if you were a secret shopper boss of his or hers. This is not an easy skill to master, but it works to get what both you and the person you are speaking with desire. So it's win/win . . . with a dash of synergy. Or sumpin' like that there. The trick is that you have to know--without any doubt at all--that you are correct. Some people try the technique at restaurants, but you won't be eating the electronic provider line they will be fixing without spitting on it. (Call it "Adventures in Maslow's Pyramid of The Hierarchy of Human Needs" or whatever, but please tell us how your experiment went. =)(

Be careful to wipe the metaphorical mud off your tires before you exit the neighborhood and traffic cones, placed carefully, might help . . .
For Phone Call: "So . . . What did you have for lunch today?"
Operator: "Say what?"
You: "I had my enjoyment of "Fhe Food Network" on the patio, interrupted by my observance of your scraggly cable bothering me and boring the birds . . ."
[wing it from there] =)

(all kidding aside, i'm surprised that coxcomm didn't deal with this immediately. no kidding.)

Plutonic Panda
12-05-2012, 11:50 PM
O, you know another solution. Just go build a launch pad and launch a communications satellite into orbit(You will probably have to build the satellite yourself since wally world has yet to carry "orbital ready" satellites in their stores). The only downside to that is you will have to perform maintains on it every now n then. I also don't believe they have satellite repair men on standby, so you would probably have to do it yourself. So then. you would need to build yourself a space shuttle to get "up there". Another problem would be the movement. I guess these ol' satellites move n stuff around the earth(stupid things), so your cable, phone, and INTERNET would go on and off. Eh, its worth a shot. ;)

RadicalModerate
12-06-2012, 12:15 AM
I think the repair to the offensive wire across the back yard is scheduled for 12/22/12 on account of The Mayans indicated a New! Improved!! Era beginning the day before that.
(somebody probably needs to give Larry a call, just to be sure. otherwise folks might be hanging out laundry--washed with Era detergent--to dry . . . in the solar flare. =)

NOTE TO OP: It would piss me off too. This is how I "sublimate" my virtual anger in an empathectic way. I still find it difficult to understand why Coxcomm hasn't dealt with the issue.

OKCTalker
12-06-2012, 10:30 AM
Try your city councilman. In many cases Cox has become a vital service provider due to their handling of 911 traffic, and in exchange for this priority classification, they are expected to be more responsive to city complaints. You might mention that you're concerned about safety - having a "live wire" in your back yard and all - and are afraid that your lawn service and dog might inadvertently cut it.

And if all else fails, see Catch22's post above :)

Anonymous.
12-06-2012, 01:48 PM
DO you have a photo of this? I am interested to see the extent of this wire.


Also it may be a bit premature, but KFOR does the "in your corner" thing and companies usually respond to bad publicity ASAP and will most likely give you at least a year of service @ no charge.

CoxTech1
12-07-2012, 05:12 AM
Please email me with your account details and a description of the issue at coxhelp@cox.com. I'd like to take a look and see what I can do to help.

-Chris

Dubya61
12-07-2012, 09:22 AM
This is better than in your corner or other stuff. I often see posts on OKC Talk that are a direct-sourced solution to a post. Remember the AF employment post? Someone had an HR question about American Fidelity and it got a direct response here. I suppose that means you should be (appropriately) careful what you post on OKC Talk, but don't be surprised if it gets a positive result, either.