What would we do without email? It’s the reality many Cox residential customers had to deal with this weekend after a major outage affecting several states. Now Cox says they are providing refunds to customers on a case by case basis.
It’s a week before Christmas and for most years photographer Lesley Knox would have most of her orders done and printed by now, but not this year. “It’s been very stressful,” said Knox.
Knox contacted Channel 6 News complaining that she, like so many other Cox customers, did not receive a single email this weekend. She missed out on messages from clients seeking requests or submitting final approval for their pictures. Now she is left trying to make up for lost time. “We are kind of crunching it and paying expedited shipping costs to make up for that.”
The outages affected customers in Nebraska, Iowa, and most other states where Cox provides service. The company has apologized for the inconvenience and is offering refunds to customers on a case by case basis. Several customers told Channel 6 that Cox offered them a $5 dollar refund. Knox is hoping she will get more than that. “I am just going to make a list of all the expedited shipping that I am going to pay today and send them a nice letter.”
Knox says she still hasn’t received all of the missed emails. She wishes Cox would have called her to let her know of the outage and says it’s tough to understand why the problem went on for so long.
Cox officials say the refund will not be automatic. Customers will need to contact the company at 402-933-3000. The company says its backup system failed over the weekend. It is now replacing the email storage platform equipment and implementing measures to prevent it from happening again.