I hope you enjoy my customer service failures. It has been awhile since I have posted one but this one is a killer. After I stopped laughing, I started writing.
I do not know where to start. I was watching COX TV CONNECT on my iPad. I love the app and loved COX (see the past tense). The app is cool. While at home, I can watch live TV (most channels) with my headset while my wife
During the show, an error popped up and said ” the cox network is unavailable”. The app then closed and when I re-logged in, I got another error saying “you must be on the COX WIFI to watch tv shows” and the app closed again. Now, I disconnected my 3G and had only WIFI on. Same error.
So it told me to call a 877 number. Unfortunately, I did not have a local phone number (how many people now rely on their cell phones primarily) so when I called, I got a “you cannot call this number from your phone”. This is actually beginning to be funny.
So I logged into my account to find the local number. I did. When I called I had two options. Troubleshoot my cable TV or my internet. HMMMMM. Not sure which one of the 50-50 choice I was, so I tried internet. It asked me to determine if I had a WiFi network or not. Although I am sure that after an hour or so of this I would get to something irrelevant, I opted for the tech support CHAT option.
So, unabridged, here is the text of the chat. (I have not changed the name to protect the innocent, nor have I edited my frustrated, misspelled responses)( I HAVE added emphasis where I thought it was funny).
Thank you for choosing Cox Communications. A representative will be with you shortly.
You are now chatting with ‘Dennis’.
Dennis: Welcome to Cox Live Chat Support. I will be assisting you throughout this Chat session.
Dennis: I understand you are having problems connecting on your iPad. Is that correct?
Don Noble: yes and no
Don Noble: I am having trouble with COX Connect on my ipad
Don Noble: your app that allows me to watch tv on my ipad
Dennis: Sorry for the misunderstanding.
Dennis: I will be glad to assist you.
Dennis: Have you installed the application on your iPad? (really? Have I installed the app?)
Don Noble: YES
Dennis: Let me check this out, please.
Dennis: Are you using a Cox Primary user ID?
Don Noble: yes
Dennis: May I have it, please?
Don Noble: ad**********\
Don Noble: sorry
Don Noble: ad**********
Dennis: Thank you very much.
Dennis: I will send you a link, so you will be able to troubleshoot this issue on your iPad.
Dennis: I would like to do this for you, but I do not have access to your iPad from here.
Dennis: To troubleshoot this issue, please click here. (here is a link to the TV connection page)
Don Noble: Dennis
Dennis: Were you able to access the link above?
Don Noble: I am really trying to be patient here
Dennis: Or, you can contact our Specialized Team by phone at: 1-866-590-4229. (the same number I called from my cell phone and did not work).
Dennis: Could you open the link above?
Don Noble: I tried to call the number and there is no option for Cox tv connect
Don Noble: there is only cable and internet
Dennis: What number have you tried?
Don Noble: when I go tto internet, it asks me to troubleshoot my internet wifi
Don Noble: 866-590-4229
Dennis: May I have the number, please?
Don Noble: I am on my computer chatting with you
Don Noble: not my ipad
Dennis: That is the one I have for Cox TV Connect.
Don Noble: soince I cannot chat with you on the ipad. (Sorry…… Really? you cannot chat with me on the iPad? If you could wouldnt I be on the iPad chatting with you?)
Don Noble: I cannot see the link there
Don Noble: HOWEVERE
Dennis: I do not have another one.
Don Noble: I did open the link and it asks me
Don Noble: 1. if my wifi is on.
Don Noble: gotta love that since i was ising the app before the error message
Don Noble: 2. verify that the app is installed
Don Noble: again, I was watching the app when it gave me an error message
Don Noble: 3. ask me to sign in again
Dennis: According to the link, you need to set up your WiFi connection to connect to the Cox TV Connect.
Don Noble: so again, when it fails, it kils the app so I HAVE to sign in again
Don Noble: wow, let me ask you
Don Noble: are you intentionally not listening or are you just not reading (Sorry Dennis. I really am, but now you are being just mean.)
Don Noble: ?
Don Noble: see number 1 above
Don Noble: if you cannot read the english
Don Noble: I can translate to your language
Don Noble: indian
Don Noble: ?
Don Noble: chinese?
Don Noble: perhaps?
Don Noble: maybe brazilian
Don Noble: I understand they are outsourcing there now
Don Noble: let me ask you another question
Dennis: Thank you very much. You are so kind.
Don Noble: how can you troubleshoot my prblem when you do not knwo what the problem is?
Don Noble: is it possible to ask many inane questions fist
Don Noble: first
Don Noble: just in case
Don Noble: >?
Don Noble: so, since you did not ask
Don Noble: I have COX tv connect on my ipda
Don Noble: ipda
Don Noble: I was watching tv
Dennis: That is why you need to call. We do not troubleshoot iPad’s via chat.
Don Noble: I recevived an error
Don Noble: saying the cox network was not responding
Don Noble: again, you do not have an ipda option on the call line
Don Noble: so i am in a circle of no answers
Don Noble: you point me to the phoen
Don Noble: and the phone does not cover ipads
Don Noble: anything else?
Don Noble: maybe I can send an email to the tech support for internet
Don Noble: that should help yes?
Don Noble: is it ok, that I copy this chat when I complain about cox’s customer support?
Dennis: Go ahead. If that makes you feel better.
Dennis: Are there any other questions I can help answer?
Don Noble: actually, it makes me sad
Dennis: Sorry to hear that.
Don Noble: that customer support has reached this level
Don Noble: that you do not have the tools to do your job properly
Don Noble: that you are frustrated by not being able to help
Don Noble: someone that is truly having a problem with you companies product
Dennis: Not at all.
Dennis: Do not worry about it.
Really, “DO I HAVE THE APP INSTALLED?”.
BTW, the link he sent was to troubleshoot my TV connection.
So, while I was verbally parleying with Dennis, the app started working. So, it was probably a network or similar error.
I believe sometimes, a CSR should say “I don’t know how to fix the problem.” Wouldn’t that be easier than providing useless troubleshooting steps and answers that do not lead to anything?
I will leave it for you to decide?
Final Thoughts with Don Noble