My cable company is Cox. I have been an avid supporter of theirs for a while now. Then today happened.
Late last year I switched from a two DVR setup to the Cox Contour whole home DVR. Theoretically, this was going to make it so that I could record all the shows I wanted from any TV, watch them on any TV or control everything from a tablet. But that's not what happened. Most of the time it just plain didn't work. The screens would freeze, the boxes would reset on their own and just cycle. It was terrible. They tried to blame my lines but my internet was fast and clear as a bell so that was patently untrue.
Additionally, the Contour is set up as a Client/Slave so that the one in the living room was the main and the one in my office was the slave. But I couldn't use the functionality of a DVR with the one in my office until I paused it first. So if I were watching a football game I'd have to be sure to pause it when I started watching or I wouldn't be able to rewind. And even then if I waited too long to rewind it would go back to the way it was and I wouldn't be able to rewind.
For this, our bill went from $240 a month (this includes phone and internet) to $270 a month. No problem. But here's where it gets good. I decided that paying that was just stupid for a service that didn't work. I first tried to have them look at the unit to see if they could fix it. They came out two times and neither time was able to help. So I told them that I wanted to go back to my other two DVR setup and go back to the way things were. No problem. Until this morning when I went to pay bills.
My cable bill for the month of March was $516. $120 of this was for the service calls that were supposed to be free since I pay a fee every month for this service. The remaining $396 was based on...I don't know exactly. I called Cox and after speaking with 3 separate people (and getting disconnected twice) I was able to work out that my March bill would be $369, which they say is what our services costs without any bundle discounts, which they say I lost when I switched to Contour. Oh, I had the Contour bundle then, but when I switched BACK bundle discounts no longer applied. They removed the $120 bullshit fee and then $27 because...just because? But they say I still owe the $369 - $130 higher monthly fee than I was paying before I "upgraded" my service. I did talk them down through "loyalty" to $288 a month, but that's STILL almost $50 a month more than what I was paying before.
So here I am, a very loyal customer getting fucked because their stuff didn't work. Had I not tried to upgrade none of this would have happened. When I used to call them, I'd get someone here in Omaha. Now I always got people in Houston. So they are cutting back on customer service costs and it shows.
So that's it. I'm cutting off Cox. My choices are either Direct TV or Dish because monopolies suck and I don't live in an area where I can have CenturyLink. I can't cord cut because my wife isn't behind me on it, but I'm going to be switching providers at the very least.
tl;dr: Cox fucked over a 20+ year loyal - VOCALLY loyal - customer and it was the last straw.