When Cox Customer Service Fails

Here's How to Make the Cox Corporate Office Listen

A legal option that can get Cox to listen — and get you compensated.

It’s easy to feel like David fighting Goliath when a company you’ve done business with doesn’t live up to their promises.

This becomes particularly true when the big company, like Cox, makes a mistake that costs you money. Worse still is when you need their service so if you don’t pay the bill–even if it is wrong–they will cut off your service.

So you reach out to Cox customer service with a phone call, but they don’t have the power to change the mistake. You try emailing Cox but those requests seem to go down a black hole, without an adequate response. You might request to speak to someone with authority at the corporate office which can be ignored or take too long.

Worse, they say they will fix things, but they don’t. So you have to pick up the phone and try all over again.

What can you do other than feel like a chump who was taken advantage of?

Use arbitration to settle your complaint with Cox

When you do business with companies as big as Cox it can feel frustrating, to say the least, when you are powerless to fix your complaint with Cox.
You might live in an area with limited choices, so you have to do business for your cell phone, internet, or cable with a company you know has bad customer service or poor responsiveness at their headquarters. Or perhaps you didn’t know that, and you had a choice in service providers, but you picked Cox and now you are bound by contract to keep using their service in spite of the problems and complaints.

So what next? Use arbitration to settle your complaint. Arbitration helps you get a satisfactory solution for your complaint against Cox without having to sue the company. When you request arbitration, the company has to do a lot of work and they lose control of the outcome. During arbitration, an independent individual (the arbitrator) is appointed who is familiar with the type of situation involved. The arbitrator has to be impartial. The arbitrator looks at the facts presented by both sides and makes a binding decision.

Arbitration is a fair, just, reasonable, and transparent process to use with Cox

Arbitration handled by the American Arbitration Association® comply with the Statement of Principles of the Consumer Due Process Protocol which means:

  • The process must be fundamentally fair to all parties including the appointment of impartial, competent, and qualified arbitrators who conduct fair hearings.
  • A reasonable standard is applied to the arbitration process including the standards for access to relevant information, timing and location of the arbitration, and cost.
  • The transparency standard requires clear arbitration agreements that include all the necessary information and give each party the ability to hire their own representation.
  • An alternative to arbitration, in the form of small claims court and, in some cases, mediation, should be available.
  • The process should be just and allow the arbitrator to award the same relief that would be available in a court of law in a binding decision.

Arbitration gives you leverage against Cox

When you put a company like Cox on notice that you are going to pursue arbitration, they know they are going to be required to pay expenses out of pocket. What’s more, they may lose and have to give you what you are asking for on top of the expenses they pay for the arbitration process.
So, this gives you leverage against Cox, who become much more willing to meet reasonable demands if they know they might incur an unwanted expense.

If Cox doesn’t meet your demands, you can get a reasonable, fair, transparent, and just hearing without spending any money by using FairShake to help you file for arbitration.  Our help doesn’t cost you anything unless you win.

You don’t want to bring a nuisance case because you could be held responsible for the company’s costs if the arbitrator believes the case is frivolous. But if you have a real complaint, you shouldn’t have to worry about the possibility of having to pay the company’s costs.

Leverage leads to faster settlements

Once you begin the arbitration process, the company loses the advantage. This type of leverage translates into faster settlements in more cases than not because you and Cox are now on equal footing. They don’t control the outcome.
Instead, a neutral arbitrator looks at both sides of the issue, without bias. The first step to give you the leverage you need to resolve your complaint is for you to formally raise your problem with Cox.

And FairShake helps you do so. We will send a demand letter to Cox corporate offices to start the clock on them to resolve your case before you can file arbitration (this length is usually 30 days but this depends on the length of time required by the arbitration clause in your contract).

In about half the cases, the company’s headquarters makes an acceptable settlement offer during this period. At that point, your issue is resolved and you can move on. But if Cox doesn’t, then you file the case with the American Arbitration Association. FairShake will put together the official arbitration paperwork for you, and help you take the next steps.

Do I need an attorney?

If your case reaches arbitration, you might consider whether to hire an attorney. In legal terms an individual without an attorney is bringing their claim “pro se.” If you decide to move forward without an attorney, you’ll want to read the information available from The American Arbitration Association’s Pro Se Case Administration Team.

The decision to hire an attorney really rests with the specifics of your case. There are many common complaints that fall under specific laws that make possible compensation awards particularly high. For some types of complaints that are more complicated, like those involving robocalls or improper debt collection attempts, the assistance of an attorney can help you maximize the value of those claims.

What can I do next?

Begin the process by letting us know below about your complaint against Cox. Let FairShake take the frustration of dealing with a big company off your to do list and help you get the satisfactory solution you deserve.

FairShake offers a 100% satisfaction guarantee. If you are not satisfied with our services, you will not owe us anything.





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