Cox outsourcing tech support much more than just annoying

By Sunny Day
Las Vegas Tribune
The day after Thanksgiving was a day of aggravation and abuse generated by the almighty Cox Communications company for a Las Vegas family. Cox Communications has the tendency to want to control its customers, treat them as second-class citizens, and on many occasions even disrespect those who have the misfortune of using their services.
Last week, the Las Vegas Tribune had the opportunity of witnessing one of these customers being abused and mistreated by that very same Cox Communications service representatives. That Las Vegas family had the misfortune of using their services because of their ignorance of not being able to find another communication business that could adequately serve their internet needs.
All telephone numbers for the call centers for the technical support department for Cox Communications are located outside the United States, in Colombia, Mexico, and the Caribbean but they do not clearly state in what country they are located. The Caribbean can be the Dominican Republic, Puerto Rico, Haiti, Belize, Barbados, Antigua, Bahamas, Bermuda, British Virgin Islands, Trinidad, Tobago, Grand Cayman Islands, or San Martin.
While the unemployment lines in the United States are still very long, Cox Communications is sending all their calls to other countries
leaving the American people without one more opportunity to earn and provide enough to eat for their families. Last Thursday many people who are out of work and have not been able to start collecting their unemployment checks were not able to celebrate the traditional Thanksgiving dinner for not having what it takes to buy the desired holiday food items for the occasion. And many were too proud to ask for help. Yet those who are getting paid by Cox Communications seem to think they can treat the customers any way they want.
Cox Communications seems to be under the mindset that they can use and abuse their customers; they control the channels their customers want to watch and what time they can watch them; then, in the middle of the program a notice comes up to Welcome, Benvenuto, Bienvenido which interrupts the transmission for at least five minutes.
Cox Communications wants everything to be for their benefit and wants all the profit to be for them. They use contractors to fix all their technical support issues, charging subscribers $80.00 for the trip to their homes and paying the contractors half of the money, which is acceptable in free enterprise, but they take the call centers to other countries where the value of the country’s money is way lower. In doing that, they may pay three employees that are proud to be working for an “American company” for the same amount that those actually working here get because of the minimum wage law.
Because the call centers are not part of the companies that contract them, these employees can have the “benefit” of being rude,
disrespectful, and flat out nasty; they refuse to properly identify themselves and hide under false identification. The Las Vegas Tribune
does not have Cox Communication service itself but tries to be “undercover” (such as using a made-up name to identify ourselves when
asked who we are) to learn more about their dirty tricks when dealing with customers.
Later we called and asked for the same operator that we called before and they told us that they did not know who we were talking about and that they did not have anyone with that name.
The technician that was sent out to this Las Vegas family home was plain rude. When one greets a person with “Good morning,” one expects some response, if not even a cheerful one, and that person is viewed as rude. And it didn’t get any better. He was inept and did not even understand the job he was supposed to do. He needs to be retrained for the benefit of the contractor that represents Cox and Cox itself, even if they do not care to please and serve their customers.
The Las Vegas Tribune tried to get the name of the employee of the contractor that represents Cox Communications but the cable company refused to release his name, claiming they “do not have access to that information,” but we learned that the employee’s identification number is 514006 and we also learned his cell phone number, but it went straight to voicemail when we called him.

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