They sure as hell don't spend any of it on improving the service.
Every single time I have a problem with my cable TV or my internet, I call and call and call and call and call and I get a busy signal. I strongly suspect they tell themselves, "Oh shit, service is down... quick, take the phones off the hook before the angry people call us!"
Yes, you can say, "Well, probably they have lots of people calling..." Okay, that might be true, but you know.... they have commercials bragging about how 24/7, you can talk to customer service. The ads do not say, "Unless there is a problem, in which case, you can try to call us for 2 hours straight and get a busy signal in your ear!"
Why can't they have a recording that says, "We know there is a problem with _________ and we're working on it. We're sorry for the inconvienence!" and then give another number to call if you still want to make absolutely sure you're talking to someone? That would work with me. I just basically want to let them know there is a problem, or know that they know there is a problem.
And yeah, you could say, "Well, the fact that the lines are busy, probably tells you there is a problem.." Yes, you're probably right, but since I don't make a habbit of calling Cox on a regular basis, maybe this is always how they do things. Maybe their lines are always like this. I'm not sure.
AND... once you finally do get through to someone, if you complain about being unable to get through, you're told, "There's nothing I can do about that!" And if you ask to speak to someone who can do something about it, (Like suggest to management that maybe they should hire more people or have more phone lines...) you're told, "I'm sorry, you're not allowed to speak to a manager!"
Ironically, they never can tell you when a problem will be fixed too. "I'm sorry, we're not at liberty to say what is wrong or what's being done to fix it, but rest assured our techs are working on the problem as fast as they can!"
"Uh, can you give me a ball park? One day? One hour? One week? I'm not trying to presure you, I'd just like to know if I should try again in an hour, or say screw it for tonight and ignore the internet."
"I'm sorry, we don't have access to that information, so we can't help you!"
"Can I talk to someone who does have that information?"
"No, I'm sorry, the only people who have access to that information are the repair techs and they do not take phone calls."
"Okay... so, what's your job?"
"Uh-huh. You're supposed to help customers when there is a problem... like, for instance, if something goes wrong. Yet, you are not given any information about what the problem is, or what is being done to fix it, or how long the problem might take to fix. Am I correct?"
"So, uh, what can you do to help customers, since, like, that is your job?"
"Tell you I'm really sorry and try to sell you more services! I can see from your records you don't have HBO! Don't you want HBO? And you don't have cox phone service. Don't you want phone service?"
"No... I'd like what I'm paying for to work or to have some idea when it's going to work!"
"I'm sorry, I can't help you with that!"
No, I don't hold the person in customer service responsible for all the problems. But, unfortunately, they seem to be the only ones I'm allowed to talk to and they expect them to go with the mushroom theory. "We'll keep you in the dark and feed you bullshit... pass it on!"
I can't download my mail... and half the time I try to go to any webpage, I get errors. I don't even know if this will post.