Cox Residential Digital Solutions Store

This experience was much better than I was expecting. As soon as you walk in there is someone to greet you, find out why you are there and sign you in. They don’t make you take a number or anything like that. They have screens up in the store that tell you who they are serving at that moment and who is waiting and what number you are in line. It’s pretty high-​tech and makes for a pleasant wait time because you aren’t wondering how long you will be there. Everyone was very nice and helpful.

Went to this Cox store for a new remote and waited about 5 minutes before Brian (a technician who was helping out for the day with incoming customers) gave us a new remote and explained how to program it. Thanks Brian. Good service, Cox. Good change from the usual wait.

do not sign up with cox. they ae the worst providers in internet. you are transferred to several states, not ever phoenix. you can’t get anyone to help all they do is transfere you to someone else, that you can never reach again. who suppose to solve a simple problem, but after 4 weeks still having the same problem. and being transfere over and over again???

If, like me, you are trapped as a Cox customer, this store is probably a better choice than most Cox locations. Still, I had a deceptive hour wait my last visit, only to be sold a defective router/​modem. It happens, I suppose. Returned the unit 18 days later only to see they are now carrying a different brand. Hmm. At least the wait was shorter and the installation quicker this time. A total of more than three hours of my time wasted just trying to maintain my internet service.
Hey Cox. Transparent pricing would be great. How about no longer giving discounts to new customers and screwing your existing ones? Why knowingly break new customers’ budgets with plans they can’t afford when promotional discounts end? Why not stop offering free premium cable for just a month or two or three to trick your customers into paying extra for channels they do not want or need? And why keep using unreliable independent contractors for service calls? I’ll answer. Cox is not your friend in the internet age. They are not interested in quality of service. They are interested only in squeezing cash out of a slowing dying business model. Watch your billings.

I know wait times are hit or miss, but they only have enough seating for 2 people that are not being helped. Currently seven people are standing. They have enough room for at least 3 – 4 more benches right up front. Hopefully they consider adding those.

Let me start off with the good… My experience in this particular store was very good. The staff was extremely helpful and they got me in and out quite quickly. that, however, is where the good experience stopped.
Since installing my new Contour boxes… I have had nothing but issues. Not only did I have to take half a day off from work to have them installed, they have not worked right since that time. I have to repeatedly reset my box to make it work. Finally over The weekend, I called and I had Cox do the reset. The box started working again. I then went to tune into my MLB package that I subscribed to, it would not work. When I called Cox, they told me that since I got new boxes it would not work and they would have to fix that. Why the technician would not know that, I’m not very sure. They were able to get the MLB package working after about 25 minutes, but they were quite clear that they had to resubscribe me and that my billing would probably be wrong and to watch for it and call back if and when I saw it was wrong.
Here we are two days later. Box not working again. I called Cox and they can automatically detect that I’ve already called for something today so I get placed through to a person. Again in defense of the individual, she was extremely nice. Unfortunately after 30 minutes on the phone we could not get the boxes going. She let me know I would need to have a tech come out and as you would expect — another ½ day I will need to take off work.
I let her know I would schedule but would probably call back to cancel as I was fed up and would probably change to direct tv. She showed her care about this by thanking me for calling cox cable and told me to have a nice night.
Next call… direct tv.

We cancelled our tv service 2 months ago. They said you need to turn in the tv box. No problem. We turned in the box immediately and they said you’re all good. 1 and a half months later we get a bill for 411 dollars for Internet only! We went into this store and talked to Michael. Michael said we would not owe that money don’t worry it won’t come out. It must be a mistake. Well it’s been taken out! 411 dollars for Internet only! Scumbag company tries to make you feel great when you’re there and take the money anyway. Do not do automatic withdrawal ! Be careful with this company! We will be in the store tomorrow morning bright and early/​I will update if anything gets resolved or not.
Update. We went in there and talked to Michael again. He was friendly and blamed himself yada yada yada. He said the money would be refunded in 2 – 5 days. Ok that’s great. Now I can feed my kid. But nope, today he calls and says he needs bank statements showing they took the money. So frustrated with this company. Now I have to take another day off work to go in there and show them paperwork. Horrible company

The staff is extremely friendly and helpful, this would get a 5 star review but since Cox is the worst cable company in the history of this fine country, that 0 star rating averages this location out to a 3. I went on a Saturday at 2PM and waited around 40 minutes. They mentioned going in the morning when it’s not as busy.

Really not impressed with the service nor the wait times here. Came here on a Tuesday afternoon around 2 PM on my lunch break to grab some cable boxes for my grandmother’s home. The place was packed to the gills, and there were only three service-​people here.
The check-​in process is a bit confusing, as there is no direction as to where to check in or reserve a wait spot. There is simply a kiosk at the center of the room where they expect you to come in and enter your name and the issue you’re having with your box. Once I figured out what I needed to do (mind you, after people who came in after me had checked in), I logged my name and waited… And waited… And waited…
The service people kept calling out names once someone would leave, but the thing that really annoyed me was how after every customer they dealt with, they would go into the back room for an extended period of time (about 5 minutes) before returning to help the next customer. They didn’t come out with anything, so it’s not like they were grabbing product. It just seemed like they were taking breaks in between customers, meanwhile the lobby entrance kept getting more and more crowded (standing room only).
Another thing that bothered me was that there was a hearing-​impaired couple who was trying to adjust something on their cable service. The service-​person who was dealing with them didn’t use any protocol to assist them, but was just trying to guess what they were trying to say and making them write down their words on paper after getting annoyed with them. To me, that is unacceptable. Once I was up at the counter, the same guy who was dealing with that couple came up to the person who was helping me and said «hey bro, do we have a thing for hearing-​impaired people?!» Evidently they did, and he did not know how to use it. In a customer service industry, learning how to accommodate all customers is key, and if you don’t have the proper training to do so, you shouldn’t be allowed on the sales floor.
It was apparent that the gentleman who was helping me was annoyed from previous customers. He was abrupt and frankly a bit rude. At this point, it had been an hour since my arrival. I was so eager to get out of there that I didn’t even mind his demeanor.
Unfortunately, one of the boxes I was given is faulty so I will have to return.

Two parts. For Michael Apodaca 5 star. For the rest of Cox, you suck and I hope N Korea gets you.
Signed up for new service with install service by a real person on a Monday morning. Cox called and confirmed my «self» install and that my equipment will be mailed to me??? I ended up going to the store and picking up equipment (which was the wrong equipment and the reason for my 2^nd visit to the store and my encounter with Michael)
I called billing went up the ladder and the supervisor gave me a $ 45 credit. When he gave me this he said I should be lucky for the $ 45 bucks because a lot of people in America make $ 45 bucks a day. He said this to me as a reason why he was only crediting me $ 45 bucks. Never mind I took the day of work for the cox install, had to go pick up the equipment, go back to the store to get the new equipment and spend time on the phone with idiots getting the service working.
The sales guy who signed me up for service but refuses to call me back is Juan. His phone number is 702−463−9019 extension 2812. Juan way to drop the ball and refuse my calls for an explanation.
To Michael, thank you. I know everyone who walks into your store hates Cox and you get the hate with each person. You have great patience and Cox is lucky to have you.
The wait times are ridiculously long and nobody has a positive thing to say about Cox.

It is a real shame that they are always understaffed For the prices they charge for their «service» one would think their staffing levels would be more realistic. We came here ov r a n hour ago, and are still waiting to be «served».
We came here because one of THEIR overpriced boxes apparently failed.
If they really cared about a 17+ year customer, they would have an express line for straight and even exchanges that should take a very short time.
Or, if anyone cared, perhaps they would allow for appointments.

This is very rare that a place like cox can get a 5 star rating. Here is why.
I went to cox bc the makeshift internet provider in my apt community was horrendous. I have reviewed them in my portfolio of reviews. If you live where I do cox is the only choice.
I ordered services online. VERY VERY EASY.
I then got a call from a csr to verify the installation. I was going to do a self install. They told me the router Would be with the guy who hooks up the cable on the outside. So I got it, hooked it up and was up and running in minutes. The download tests were really high. Totally stoked.
The router started to act up and my beliefs started to go away about how great they were. I called them and they said they can send another router out to me. It could be damaged. I told them I don’t have that kind of time. So they said I could pick it up from the store.
I went to the store and it was already provisioned and ready to go. As I was waiting I had gotten a csr call from the acct start up team and told them what was going on. They apologized and said they would check back in to make sure everything went fine. So I got the new router went home and it worked fine.
Yeah, there were a few issues but they took care of business.
The internet access NEVER goes down, and better yet, my speed got doubled for free starting this month.
So I am very happy.

As bad as you thought COX was bad before you walked in you’d better be prepared for it to get worse.
First off, the customer is always wrong to this company both in customer service and tech support. When in doubt just blame the customer and find a way to charge them more. Awful. Hands down winner of the award for the worst customer relations ever.
I went in there and discussed an extremely frustrating scenario with Brian. He made it far worse. I wound up dropping all TV services as a result. There comes a point where you simply have to cut them off for your own sanity and self respect.
Thanks guys, I’ll keep the internet until someone else comes along. That ought to relieve me of the burden of having to deal with your serial incorrect bills for a while.
Pitiful. My account went from $ 1800 /​year to $ 600 in just one visit to this place.

My Internet speed is running slow, so I stopped by this new location to check it out and see maybe I can upgrade my plan if the price is reasonable. Talked with Xaiver, he didn’t try to sell me anything and he listened to the problems I have. So closed on leaving Cox and go with some other companies. Walked out a happier customer. Checked out the new store. Bigger, brighter, and more counters and samples for you to see what you can get for the prices. They partnered up with Verizon Wireless too.

Now on FLW next to Petsmart. Don’t go to the old Williams location. Store is pretty nice, well organized. Lots of service counters. Folks are friendly and helpful.

I went after work tonight and was prepared for a long wait. I was the only customer at 5:20 pm. Immediately acknowledged by Heidi. Switched out old cable box for two new HD ones. Heidi was super nice and efficient. Was put of there in 5 minutes!

Hi, I’m the largest cable company in Arizona so I’m going to put my location to drop off cable boxes just south of BFE!!!
When we arrived, there were two employees at the counter helping two separate customers. Instead of greeting us with a pleasant, «hi» «hello» or «welcome to Cox» we got a «please sign in so we know who to call next». Well, let me say that we were the only other customers in the store so really, was that greeting necessary? Do you suffer from dementia and won’t be able to remember who came in first if ONE other customer walked through that door?
Well, apparently, they do because someone else did walk through that door and they had the same greeting. When one of the employees at the counter opened up we started walking towards (like anyone would do, right? We were next), but the lady went to the sign in sheet to call whose next, lol! Really? Best part, she called two other names which were the customers already being helped! Come on! Anyhoo, when we did get up to the line, she was nice and didn’t take too long to help with our issue. But I just couldn’t get over that greeting… first impressions people!!!

Cox Digital Solutions Store is located in the Cox distribution center, next to the local Post Office on Williams.
We were considering upgrading our modem and WiFi setup and they made it so easy for us.
We were greeted when we came in and explained our needs to the Cox representative and we were out the door within thirty minutes. Pretty simple and easy.
WOW!

Wouldn’t you think a company in the communications business could communicate? Pretty simple, right? Well it’s not really true for Cox.
I arrived at the store to pickup a box I had ordered over the phone the night before, seemingly a pretty simple task. I was fourth in line and two people were at the counters waiting on customers. Not too bad, or so I thought.
After about a 15 minute wait it’s my turn, or so I thought, but I’m never called and one of the two people waiting on customers is now busy working at her station on some other problem. No communication with the customers waiting which has now swelled to about 10 – 12. Finally she puts her phone on speaker and it sounds as though she’s waiting for Cox technical assistance. Wouldn’t it make sense for employees to have a direct line to technical support? Just sayin!
All this time the second customer service rep is waiting on a customer who has come to the store to ask 500 questions and set-​up new service at their home. All of this is taking a V-​E-​R-​Y L-​O-​N-​G T-​I-​M-​E.
Finally the CSR that has been on hold with tech support gives up and hangs up, but she still doesn’t wait on anyone. After about an hour wait the second CSR is done with the new setup and calls my name, all of the people in the waiting area cheer and I tell them I’ll try to make it quick. 10 minutes later I’m out the door. Not so bad except for the 1 hour wait.
I would have hated to have been one of the 20 people in line at this point. Hopefully they’re not still in the store.
If they had just let the people waiting know what was going on it would have made the wait much more bearable. Couldn’t they have called someone from the back to help? Yes, there were other people in the building. But they never did any of this! It’s all about communication folks!

Cox is pitiful. After the 3^rd receiver broke and I went back down to get another one they actually blamed it’s failure on me. I think their equipment is absolute garbage and they will not give you a new unit but only beat up, used, refurbished crap that breaks. Also, the user interface for the box is slow and always freezes. Try Dish Network or DirecTV.
P. S. You should see what the installation guy did to my house! I had to have them send another guy to come and fix the walls and redo all of the wiring lol. Good luck!