Dear Mr. Onanian:
Thank you for your inquiry. Cox is committed to providing the best
customer service possible.
We do apologize for any inconvenience that this has caused you.
Unfortunately, in order to expedite your request, we would need for you
to verify the account information. Please provide the name and address
as well as the last four digits of the account holder's social security
number or four digit "unique identifier". Due to our Privacy Policy, we
are required to elicit this information prior to accessing or making
changes to our customers' accounts. Please respond directly to this
email with the necessary information and we will do our best to assist
you.
We hope that we have been able to provide you with the information you
requested.
Thank you.
Tonya
Cox Communications Online Customer Care Team
If you need additional information on other Cox products or services,
please visit our web site at
http://www.cox.com
I doubt any human has read or will read my complaint, but just in case:
I'm not asking for any changes to be made to my account. There's nothing
about my account that needs attention. It's the "TV Guide Channel" that
I'm asking be changed; it has become useless for reading program
listings or finding out what's on. Yesterday there was a time in which
it went down from the usual 2 line display to no display at all, just
text that says the listings would return in an hour. I didn't complain
when it went from full screen to half the screen; I didn't complain when
it went from half screen to 3 lines; I didn't complain when it went down
to two lines. Enough is enough!
If there needs to be another channel with informercials and "reality"
shows, that's fine, but don't let it crowd out the channel that displays
the program listings. I'm not paying every month for infomercials and
"reality" shows; maybe some people are, but I'm paying for the shows I
like, the channels I like, and a channel with program listings.
Now if I want to know what's on tv, I have to check http://zap2it.com. I
don't think that it's unreasonable, as a paying customer, to want a
channel that scrolls TV listings on the full screen as part of my basic
service.
Dear Mr. Onarian:
Thank you for your inquiry. Cox is committed to providing the best
customer service possible.
We have received your recent email and once again, we apologize for the
TV Guide channel issue. We have not been advised that this is a
widespread problem. We will be happy to send a technician to your home.
Please respond directly to this email with the most convenient days and
times and we will do our best to assist you.
Once again, we apologize for the inconvenience.
Thank you.
Madelaine
Cox Communications Online Customer Care Team
If you need additional information on other Cox products or services,
please visit our web site at
http://www.cox.com
Dear Madelaine,
Thank you for the quick response.
I don't know what you think can be accomplished by sending a technician.
There is no technical difficulty. If it's not a widespread problem, then
that means either that everybody has failed to complain, or that I'm the
only person who ever uses a tv channel to find out what's on, and
everybody else goes to other sources (such as websites and newspapers).
Perhaps I've sent my complaint to the wrong recipient; I'm trying to
complain about the content provided by Cox. Who should I contact to make
this complaint in a productive manner?
I've taken some photos of what it currently looks like, and edited them
to approximate what it has looked like at other times, in order to
better communicate what the problem is and what solution I would like.
1. Many years ago, there was a channel that just displayed TV listings.
It looked something like this:
http://picasaweb.google.com/ronanian/TVListingsChannel/photo#5091947276860791890
2. This is what it looked like when it first stopped being full-screen;
the top portion of the screen was usually commercials:
http://picasaweb.google.com/ronanian/TVListingsChannel/photo#5091947289745693810
3. This is what's currently left of the TV listings channel. I don't
want to see "reality" tv or commercials while I try to find out what's
on other channels:
http://picasaweb.google.com/ronanian/TVListingsChannel/photo#5091947285450726498
4. On July 25, 2007 at 8:05pm, I tried to look at the listings, and got
something like this -- just a small bar telling me that listings would
return at 9pm. Is this the future of that channel? Is it just going to
be another full-screen junk channel? Is this an attempt to crowd out the
consumer who wants to use the TV to find out what's on TV without having
to look somewhere other than the TV?
http://picasaweb.google.com/ronanian/TVListingsChannel/photo#5091947289745693826
When there are only 2 lines of listings on the screen, as is currently
the case, it is necessary to scroll them slower than if they take up the
whole screen. That makes it very annoying to try to see what's on,
because there's distracting motion and sound above, the listings take
_forever_ to scroll by, and you may still not get enough time to read
something before it scrolls off the screen.
I hope that the people who make these sort of decisions will find out
that customers want it back the way it used to be.
Thank you for your attention,
Richard
Dear Mr. Onarian :
Thank you for your inquiry. Cox is committed to providing the best
customer service possible.
We have received your recent email. We are afraid that we are unable to
pursue and/or resolve this issue, via email. We recommend that you call
383.2000 to speak to a Video Technical Specialist who will be better
able to advise you.
We hope that we have been able to provide you with pertinent
information.
Thank you.
Madelaine
Cox Communications Online Customer Care Team
If you need additional information on other Cox products or services,
please visit our web site at
http://www.cox.com
Of course, I've been too lazy to call and complain to the Video Technical Specialist, who I sincerely doubt is the right person anyway. I wonder if I'm the only one who even knows that there exists (or used to) a channel that shows program listings, and that's why I had such difficulty expressing my complaint.
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