On the other hand, Cox had an equipment issue the other night and apparently it affected a lot of customers (I didn't notice a problem). Proactively, they are offering a service credit and a free on-demand movie as a good-faith gesture. And how did I find out about this? They just ran a commercial apologizing and indicating that the credits will be applied. That's quite a contrast from my hours on the phone with Verizon, getting bounced around from department to department, none of which could fix my many issues.
Look for Verizon to try and replicate the goodwill of the following message from Cox. I doubt they will, but even if they try, we will all know it is a reactive move.
We let you down. You expected to turn on your television and sit down to watch the game or your favorite Wednesday night show. That probably didn’t happen and I apologize for that. Some of our most vital equipment took a significant power hit, and when rebooted, much like a home computer, it did not come back on line properly. In spite of tremendous effort on the part of our best people, that reboot process took several hours and frankly, probably ruined your night. As your neighbor, I experienced the same in my home.
We are committed to you, our valued customer, and nothing is more important than rebuilding your trust in us by taking action to make things right. While such an outage has not occurred in the history of Cox Nova, we take this very seriously and are already working to ensure higher reliability of our video network as we completely review processes and emergency procedures so that you can enjoy your evenings uninterrupted.
We appreciate having you as a customer, and I want you to know that my team and I worked through the night to be sure that this message was awaiting you when you started your day. It's important to us to do the right thing. My thanks for allowing us to serve you,
Janet BarnardSVP and General Manager
Cox Communications
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