Taking Ownership: Paul, the Cable Guy

April 15, 2009 by  

This is a copy of the letter I sent to Bill Geppert, CEO, Cox Communications on April 15, 2009.

I’ve been a Cox customer for the past 20 years because that is the only option I had for high-speed internet and cable TV. Since 2006, every DVR we had has never recorded an entire season without breaking and needing to be replaced. This means that all recordings are gone and unable to be viewed, which pretty much makes it a waste of money if we can’t watch the programs when we want to.

When it happened again in November 2008, I was told by Cox that if I was recording in HD it took up a huge amount of my hard drive. I assumed that was the problem. Wrong! In February, 2009, making sure we were not recording in HD, we returned from a three week vacation and once again found that the DVR was not recording correctly. The timer showed only partial recordings. I was livid!

And what makes it worse is that my husband had purchased a TIVO in December. When I called COX they explained that if I unbundled my package it would cost more money. Then I discovered on top of buying the TIVO box, we had to pay for getting their service. (A $700.00 investment.) We sent the TIVO back.

I have spent more frustrating time with Cox on the phone and on hold than anyone would believe. I did everything I could to stop using Cox. I tried to get an AT&T bundled package but it is not available in my area. I called Dish Network. If I could have switched to anybody, I would have in a heartbeat!

Cox scheduled a technician to replace our DVR. When I opened the door the first words out of my mouth were, “My husband said he pitied the poor person who was going to have to deal with me today.” To which the technician replied, “I am Paul and my job is to fix the problem and make you happy.” Yeah, right! Well he was so intent to show me that he really meant it, after he installed another new DVR he gave me his cell phone number and said, “If you have a problem, you call me directly, ANYTIME.”

Then the following week my HD froze and it couldn’t be rebooted by the office. (The week before it could be.) I called Paul. He came within two hours and told me, “These DVR’s are computers and they need to be rebooted just like your computer in your office. You have to unplug them every so often.” Now how come customer service didn’t tell me that over the phone?

Then the next week I received a coupon from Cox for a free Pay-Per-View movie for being such a good customer. Oh sure enough we couldn’t access the service. (More time spent on the phone trying to make it work.) So the next morning, I called Paul and he was over within the hour. That’s when he started the “diagnostics” to find out what the problem was. He said, “There is something going on here and I am determined to find out what it is and fix it and make you happy.” To which I replied, “I am so sorry I sent the TIVO back. At this point I don’t care how much it costs. I just want a reliable product.” He said, “No you don’t want TIVO, you just want what you have to work. My job is to make that happen.”

He ran a cable directly from the Cox box to the TV across the living floor and it worked. So it was the wiring not the DVR box. First mystery solved! So we called the company that installed all the wiring and cable and set up a time for them to come. Paul said, “I know what to tell them to do, I just can’t do it.”

And today Paul showed up with his supervisor on his lunch hour and worked with the wiring guys to figure out how to fix the problem. They spent two hours going over all the connections and discovered the problem and fixed it.

An hour later I received a call from Paul asking, “Is everything OK? Is everything working?” To which I replied, “So far, so good.”

I have to tell you, I never had a cable guy, let alone anyone else, care so much about making me happy. You would think his name was Paul Cox, not Paul Villarreal, and it was his company. Now if that is not a perfect example of an employee taking ownership, I don’t what is.


One Response to “Taking Ownership: Paul, the Cable Guy”

  1. Rosanne on May 21st, 2009 1:40 pm

    About Paul the Wonderman! He is fantastic. What more can I say? On May 19, 2009 I called in a trouble report to Cox and within one hour I saw the big truck pull up in front of the house to see what in the heck was the matter with our phone line. When the service man got out of the truck, I said to myself, “oh great, some big macho guy who will probably blow me off as a dumb woman.” But to my astonishment, he gave me eye contact and smiled and asked how I was today. Shock! He actually acknowledged me as a person and not an object to walk past and “get to work.” Paul included me in his diagnostics and explained what he was doing, asked pertinent questions about our phone, the extensions, lines and any additions we may have installed ourselves, and made me feel like I was an active participant. After approximately an hour, he diagnosed the problem for us. He even made it possible for me and my husband to watch American Idol!!

    By the time Paul was finished with the job, I felt like he was part of the family and wished that our society would get back to the philosophy that Paul brought with him. He’s a great guy and an asset to Cox Communications.