skelley1
11-14-2002, 01:31 PM
<RANT>
I have a client that contacted me to see if I could help get his emails working for his Cox cable account because he wasn't getting any help from Cox. He said they just kept taking over his computer, going to outlook, configuring the settings, and logging off saying it was fixed when it wasn't. They did this twice without dealing with the issue. I figured 'what the heck?' I try to help out all customers as much as possible when I can.
Now I realize that a chat at 4:00 in the morning isn't going to be completely coherent, but I spelled out all the details in the beginning of the chat in the window, going WAY out of my way to detail the two accounts that weren't working on the website but the others were, and that we are NOT using outlook, only the browser. I explained in detail that the last person was only trying to fix outlook and wasn't listening that this was a website/pop/database issue. i told them that we could not get gal...@cox.net to access thru http://webmail.cox.net but the others worked. Please dont' try to fix Outlook, it is not being used.
The problem is that Gal...@cox.net and closetm....@cox.net weren't accessible thru outlook, pop3, or webmail.cox.net but all the other emails were working fine in his account. After the first conversation went nowhere, I decided to keep the second. Here is the conversation after the point of verifying his account:
nathalie> I've found it. I had to access it from your e-mail address
Scott> kewl
Scott> i had closetm [edited] and gal [edited]
Scott> no access
Scott> I deleted closetm [edited]
Scott> now it won't recreate
Scott> gal [edited] won't take
Scott> tried new password
Scott> no joy
nathalie> Are you using the word password for the password for your gal [edited]@cox.net e-mal address?
Scott> i put a new password in there
Scott> so no, i guess
nathalie> Did you change it on www.support.cox.net site?
Scott> yes
nathalie> Just one moment Please. Thank you for your patience.
Scott> k
Scott> tried password
Scott> no joy
Scott> the new one is [edited] *password*
nathalie> You will need to use the word password for the password. It shows that it has not been changed.
Scott> just tried it
nathalie> We have a page that may resolve your issue, in a moment the web page will appear on your screen. Please review.
nathalie> I am sure I can help resolve this problem. Do you mind if we start remote access? This will enable me to view and share your PC. Please wait while I send you a Remote Access Request.
nathalie> I will be pushing a Web Page to you. When you receive it click "I Grant Permission. Then let me know when the page says **PERMISSION GRANTED**
[remote access windows start poping up on my computer]
[cancel remote access windows]
Scott> why do u need remote access?
nathalie> Because I have logged into your account and the word password is the password. I need to see how your trying to access the account. You can choose to decline the remote and attempt it yourself. I've given you the answer to your question and it seems not to have resolved the issue.
nathalie> I understand that your using Outlook and not Outlook Express which is the supported mail client.
Scott> no I am not
Scott> i am using webmail.cox.net
Scott> did u try it in a browser?
Scott> i tried two computers
nathalie> I would be taking your into webmail.west.cox.net which is the remote e-mail access for our Cox customers when they are away from home
Scott> that is what doesn't work
Scott> plus pop doesn't work
Scott> only these two
nathalie> Is there anything else I can help you with today? Cox High Speed Internet continues to bring you more service options. Please visit our online site at www.cox.com/service for many of your support and Internet needs.
Scott> other emails work ok
Scott> are u there?
Scott> jeff [edited] @cox.net logs in fine
Scott> hb [edited] @cox.net logs in fine
Scott> gal [edited] does not
Scott> closet[edited] says its taken now. i just deleted it a few minutes ago
nathalie> The reason why your webmail maynot be accessable for you is that your settings in the Outlook are incorrect. You can feel free to call in for support at 1-800-234-3993 for live assistance.
Scott> listen to me
Scott> i am not using outlook
Scott> period
Scott> !!
Scott> webmail is a browser email
Scott> has nothing to do with outlook
nathalie> If you are attempting to add the closetm[edited] back onto the support site, it will show already taken becuase it hasn't been purged from our data base and it would need to be released from our headquarters office.
Scott> that's ok then
Scott> what about gal [edited]
Scott> ?
Scott> but closetm [edited] had the same prob. before it was deleted
Scott> http://webmail.cox.net
nathalie> I am listening to you and here is the results from testing your gal[edited] account...........
nathalie> gal[edited]@cox.net exists and the password is correct
Scott> did you try the browser?
nathalie> That is when I input it into our database to test usernames and passwords.
nathalie> Yes
Scott> your database is not how i access email. the browser is . the database works.
nathalie> have you logged out of the webmail browser yet?
Scott> many times
Scott> two different computers
Scott> two different locatoins
Scott> jeff [edited]@cox.net works
Scott> gal [edited] does not
nathalie> I understand that but for us to know that a username has been activated or deleted we have to check the status of it.
Scott> ok, but i know closetm [edited] will not come back right now, but gal [edited] should be there. it shows on the list
nathalie> I'm not here to debate with you an any way. I want to help you but you are not cooperating with me at this time. Please call in for further assistance to the number listed above.
Scott> i am
Scott> i am telling you
nathalie> And yes gal [edited] is showing active on your account.
Scott> you are telling me answers to things that are not the problem
Scott> i know
Scott> but go to the browser and try
Scott> http://webmail.cox.net
Scott> like all customers do
Scott> it doesn't work
nathalie> Is there anything else I can help you with today?
Scott> do you not understand what i am saying
nathalie> I understand completely and I've answered that question as well previously if you would review the session.
Scott> i want you to make it so that when i go to http://webmail.cox.net that i can log in. you have not done this
Scott> you have only told me the database shows active
Chat connection closed.
Is it so freakin' hard to get someone to actually fix what you are asking? This conversation took 45 min so they had plenty of time to try to figure out that they weren't answering what i was asking. Once they saw that I was telling them that they were not listening to what my issue is, shouldnt' they stop and re-evaluate what they believe the issue is?
I'd go out of business if my support was like this.
</RANT>
Sorry, had to get that off my chest.
I have a client that contacted me to see if I could help get his emails working for his Cox cable account because he wasn't getting any help from Cox. He said they just kept taking over his computer, going to outlook, configuring the settings, and logging off saying it was fixed when it wasn't. They did this twice without dealing with the issue. I figured 'what the heck?' I try to help out all customers as much as possible when I can.
Now I realize that a chat at 4:00 in the morning isn't going to be completely coherent, but I spelled out all the details in the beginning of the chat in the window, going WAY out of my way to detail the two accounts that weren't working on the website but the others were, and that we are NOT using outlook, only the browser. I explained in detail that the last person was only trying to fix outlook and wasn't listening that this was a website/pop/database issue. i told them that we could not get gal...@cox.net to access thru http://webmail.cox.net but the others worked. Please dont' try to fix Outlook, it is not being used.
The problem is that Gal...@cox.net and closetm....@cox.net weren't accessible thru outlook, pop3, or webmail.cox.net but all the other emails were working fine in his account. After the first conversation went nowhere, I decided to keep the second. Here is the conversation after the point of verifying his account:
nathalie> I've found it. I had to access it from your e-mail address
Scott> kewl
Scott> i had closetm [edited] and gal [edited]
Scott> no access
Scott> I deleted closetm [edited]
Scott> now it won't recreate
Scott> gal [edited] won't take
Scott> tried new password
Scott> no joy
nathalie> Are you using the word password for the password for your gal [edited]@cox.net e-mal address?
Scott> i put a new password in there
Scott> so no, i guess
nathalie> Did you change it on www.support.cox.net site?
Scott> yes
nathalie> Just one moment Please. Thank you for your patience.
Scott> k
Scott> tried password
Scott> no joy
Scott> the new one is [edited] *password*
nathalie> You will need to use the word password for the password. It shows that it has not been changed.
Scott> just tried it
nathalie> We have a page that may resolve your issue, in a moment the web page will appear on your screen. Please review.
nathalie> I am sure I can help resolve this problem. Do you mind if we start remote access? This will enable me to view and share your PC. Please wait while I send you a Remote Access Request.
nathalie> I will be pushing a Web Page to you. When you receive it click "I Grant Permission. Then let me know when the page says **PERMISSION GRANTED**
[remote access windows start poping up on my computer]
[cancel remote access windows]
Scott> why do u need remote access?
nathalie> Because I have logged into your account and the word password is the password. I need to see how your trying to access the account. You can choose to decline the remote and attempt it yourself. I've given you the answer to your question and it seems not to have resolved the issue.
nathalie> I understand that your using Outlook and not Outlook Express which is the supported mail client.
Scott> no I am not
Scott> i am using webmail.cox.net
Scott> did u try it in a browser?
Scott> i tried two computers
nathalie> I would be taking your into webmail.west.cox.net which is the remote e-mail access for our Cox customers when they are away from home
Scott> that is what doesn't work
Scott> plus pop doesn't work
Scott> only these two
nathalie> Is there anything else I can help you with today? Cox High Speed Internet continues to bring you more service options. Please visit our online site at www.cox.com/service for many of your support and Internet needs.
Scott> other emails work ok
Scott> are u there?
Scott> jeff [edited] @cox.net logs in fine
Scott> hb [edited] @cox.net logs in fine
Scott> gal [edited] does not
Scott> closet[edited] says its taken now. i just deleted it a few minutes ago
nathalie> The reason why your webmail maynot be accessable for you is that your settings in the Outlook are incorrect. You can feel free to call in for support at 1-800-234-3993 for live assistance.
Scott> listen to me
Scott> i am not using outlook
Scott> period
Scott> !!
Scott> webmail is a browser email
Scott> has nothing to do with outlook
nathalie> If you are attempting to add the closetm[edited] back onto the support site, it will show already taken becuase it hasn't been purged from our data base and it would need to be released from our headquarters office.
Scott> that's ok then
Scott> what about gal [edited]
Scott> ?
Scott> but closetm [edited] had the same prob. before it was deleted
Scott> http://webmail.cox.net
nathalie> I am listening to you and here is the results from testing your gal[edited] account...........
nathalie> gal[edited]@cox.net exists and the password is correct
Scott> did you try the browser?
nathalie> That is when I input it into our database to test usernames and passwords.
nathalie> Yes
Scott> your database is not how i access email. the browser is . the database works.
nathalie> have you logged out of the webmail browser yet?
Scott> many times
Scott> two different computers
Scott> two different locatoins
Scott> jeff [edited]@cox.net works
Scott> gal [edited] does not
nathalie> I understand that but for us to know that a username has been activated or deleted we have to check the status of it.
Scott> ok, but i know closetm [edited] will not come back right now, but gal [edited] should be there. it shows on the list
nathalie> I'm not here to debate with you an any way. I want to help you but you are not cooperating with me at this time. Please call in for further assistance to the number listed above.
Scott> i am
Scott> i am telling you
nathalie> And yes gal [edited] is showing active on your account.
Scott> you are telling me answers to things that are not the problem
Scott> i know
Scott> but go to the browser and try
Scott> http://webmail.cox.net
Scott> like all customers do
Scott> it doesn't work
nathalie> Is there anything else I can help you with today?
Scott> do you not understand what i am saying
nathalie> I understand completely and I've answered that question as well previously if you would review the session.
Scott> i want you to make it so that when i go to http://webmail.cox.net that i can log in. you have not done this
Scott> you have only told me the database shows active
Chat connection closed.
Is it so freakin' hard to get someone to actually fix what you are asking? This conversation took 45 min so they had plenty of time to try to figure out that they weren't answering what i was asking. Once they saw that I was telling them that they were not listening to what my issue is, shouldnt' they stop and re-evaluate what they believe the issue is?
I'd go out of business if my support was like this.
</RANT>
Sorry, had to get that off my chest.