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The issue in GetHuman2575564's own words
My wife and I entered your store, *** E. Bell Rd. Phoenix Az.*We were served by Brian Miller, Solution Specialist.*We were interested in upgrading our service to Voice Contour.*Mr. Miller stated there was no fee to upgrade our system. We would need to install a central DVR and two smaller units, keeping two small COX units already in house.*We asked if there would be an interruption in service and Mr. Miller said no. He stated that in the next three days we could install the new units and contact technical to switch over our service to Voice Contour.*When we arrived home that nite and turned on TV we had no service. We followed protocol and disconnected power and restarted the system and again no service.*We then contacted Technical support and talked with Annette. She informed us that Mr. Miller had indeed switched over our service from your solutions store. He told us that was not going to happen until we installed the units and contacted COX.*She was superb in getting our TV service reestablished to previous settings do we wouldn't loose DVR storage. She spent an hour on the phone with us and her supervisor reestablishing our service. She then refunded a $** charge from the Solutions Store and is having a technician*cone to the house to complete the set-up with no charge.*That is superb customer service, above and beyond.*I was not at all pleased with Mr. Brian Miller from your Bell Rd Phoenix store. There was no truth in what he told my wife and myself regarding discontinuation of service or charges to our COX account.*COX needs better training of their sales force in truthful customer service. Your ethics are in doubt!!!*Frederick J. Kogan, Ph.D.,M.D. FACG, AGAF
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