EarthLink vs. Cox

This is how great Cox customer service can be when you let them help you. I made the mistake of letting someone trick me into letting them in my network. Before i knew what was happening they were in everything, they even wiped out my virus program. When i called Cox for help i was connected to Catherine in the Ohio call center, I explained to her what had happened & how worried i was about everything. Right from the start Catherine said it's going to be OK & i can help you take care of this. Then she said asked me to to take a deep breath & try to relax & i'll get started. Catherine was the most caring, understanding & thoughtful person you got hope for & just as smart. She started with the network & cleared every program they had installed. Then she asked me a few questions about my laptop at which time you asked me for permission to access it in order to make sure that no program was left behind which could still allow them access. I said yes & Catherine started going through the files & removed a few more programs they had installed. When she finished she then explained how with my Cox account came a McAfee Virus program which was what i had in my laptop. She then reinstalled McAfee & helped me set up new pass words for everything. When Catherine was done i felt relief for the first time in twelve hours & when she was finished & i thanked her for everything, she said you don't need to thank me it's me job. I said yes it may be your job but you just don't know i great full i am. So to show just how great full i am wanted Cox to know just how much i appreciate everything Catherine did to save me from what could have been my worst night mare. Catherine is the perfect example of outstanding customer service.

My wife and I had a unique dilemma that we hoped for an expert technician to arrive. Two previous service technicians were not able to provide a solution and quite frankly the information provided was anything but helpful. On Thursday or Friday, May 27th or 28th, a very knowledgeable technician is what we got. In addition, we have some extenuating health issues which he was very respectful towards. Thank you for that as well. After his careful inspection of the problem, he was able to locate the issue, something that eluded prior techs, and worked on getting to its awkward location and FIXED IT. Prior to this we had been 6 months without or large screen and watched all movies etc on our iPad. Needless to say, my wife and I were ecstatic! Without a doubt, he is exactly what Cox needs more of, technicians that not only take the time and actually possess the knowledge of these systems but also want to help the customer to the very best of his ability and service. Again thank you! You know how happy you made us both.