Spectrum Store — Attraction in Harker Heights

Spectrum gets the lowest rating I have ever given any of the places I've been to and reviewed. I was very tempted to make it a one-star but when I talked to the people at corporate it was a different story, and some of the workers within the store were very nice also. My complaint was dealing with a Mr Ross. From my understanding he is a manager trainee, and they must be extremely hard up because I don't see any way this man could have made it to that position otherwise. He was rude and condescending to pretty much everybody he spoke to, did his best to just mess around instead of doing his job, was extremely rude to me, and was one of the most unpleasant people I have ever experienced in a customer service position, not to mention a manager trainee! He did not wear the uniform, had no name tag, and I didn't even know he worked there until I saw him go behind a register. Again he was more than unpleasant to me he was extremely rude but I did let corporate know and hopefully they'll deal with the situation. There were two young ladies there that were extremely helpful, extremely empathetic ( I ended up having a 3-hour long wait and during this time one of the rude comments I heard Mr Ross say and the one I challenged him on was... The way I look at it is if you don't make an appointment to come in to see us then oh well. This having been my first time in any spectrum store much less this one, I challenged him on that. He told me people knew they should make appointments rather than just drop in and as I told him this is my first time having to do this I've always just dealt with mail and he continued to argue his point. Again, this is the most unpleasant person I've ever dealt with in customer service and I did customer service from the ground up to starting up and training other marketing offices within businesses and I did that for almost 30 years. That includes training other customer service reps and mine were the cleanest and nicest in the business because that is how customer service needs to deal with people. I've heard some people say that oh well he's having a bad day but that's not the way it works with customer service you're not allowed to have a bad day when you're on the clock. Your bad day stops when you punch in and hopefully it doesn't continue when you punch out but if so that's the way it should work. Anyway I feel like I'm rambling at this point, I'm going to end it with if you have to visit spectrum for any particular reason (I was there simply to exchange a modem that went out on me, which took five whole minutes.. I waited 3 hours for a 5-minute interaction that was just handing them my old modem they scanned it and brought me out a new one. If they had a separate register for exchanges like that it would make the line go faster, it would be more efficient with less wait time for people, and when there wouldn't be any exchanges such as mine that took approximately 5 minutes then that worker could jump on...

Went to the new location today after going to the old location, I have lived in Killeen 8 years and never realized that spectrum relocated to Harker Heights, why don't they mention this in the bills, they put so much other trash in the bills . So i exchanged out my old boxes (3) because a lot of problems with them . I get home and install the first one no problem, second one was different, it did not use a HDMI with the last box, so took one from the 3rd TV. Got it installed. Went back to the first TV and noticed that some of the channels that worked on the old boxes would not allow access with the new boxes. I also noticed the lips were not in sync with the voices. I called Spectrum and after going thru the aggravating recordings finally got a person. She could not explain what was causing the problems. Left me on hold off and on for 20 minutes., She finally told me I was I was an old Time Warner customer and that I was grandfathered in. She explained, that some of the channels did not work with the new boxes unless I paid for them as a new customer, So first, the boxes don't give me all the channels I have always had, and now she wants me to start paying extra for the missing channels. The only other alternative is to switch back to the old boxes. How crazy is this!? She explained that about a week ago they learned about the problem,. If they know the problem exist why don't they check the customers account and make sure the customers service will work with the new boxes. Darn I am paying for all these channels and only watch 10 and now I can only get 6 of them. This with out a doubt is poor service. So she then tells me that I can go exchange the boxes again, or have a tech come to my home between 7 & 8 PM on a Saturday and switch the boxes out. How stupid is this, it would have made much more since if the customer service people in Harker Heights made darn sure these were going to work before they inconvenienced me , especially since the knew they might not work. Finally they give me an appointment for Mon between 12 & 1 for a tech to come to my home and change the boxes. Something I was trying to avoid since I don't want strangers in my home. Sure I could go back to the new Harker Heights location, digitally sign in, have my name put on their board for all to learn, and then call my name so every one can hear it, what an invasion of my privacy. And they may be enough seats for abut 5 or 6 people on saggy seats, or a few chairs. I though the idea was to put 6 feet between others. Over all terrible customer service and terrible Cable service, nothing new its what we have come to expect. Too bad there is no competition, Spectrum just might be put out of business. And I will never get repaid for the lost days or channels or my time. What a racket,...

Sad but I have to do this. I have had Spectrum home internet since March when I got to Killeen, and for the most parts, it worked well. But for the past few weeks, It would go on and off for long hours without prior notice or an explanation , and when u call, they either give wrong estimates or blatantly can't tell when the service will return. Long story short, for the past 3 days, we have basically had NO internet, it goes out for more than :4-5 hrs, returns for a few minutes and goes out again. My family and I have had to sleep in a house without an armed security system for the past 2 days since cameras are offline without internet. Today my wife who works from home without internet got reprimanded (mind you she just got the name and is already having issues cuz she couldn't show up for work since there is no internet to log in and join the meetings. She had been sharing her mobile hotspot for the past 2 days and it was now finished. So she called Spectrum again in her usual way to try get answers, so they recommended we get a Business account and the call was transferred instead this lady at Business accounts or whatever disrespected my wife and I on the 3 way call, and went ahead and transferred us to Tech support with a recommendation to deactivate our account (without our consent Offcourse). The gentleman too who did as she ordered didn't even tell us what he was doing, he was so grumpy, quickly verified our account, deactivated it, and then transferred us again. We were still oblivious of all that was going on, so when we asked for help with the service, they then told us that our account had just been deactivate based on mutual consent!! Wow! So not only did they disrespect us they also took the liberty to cancel our contract .I had to go out & try and find a different internet service provider after working a full day and returning home from my 8hrs job. Well shocker is, someone will have to answer to this and as for Spectrum some of your employees don't value your customers. All this happened today Friday August 18th 2023 around 18:00. And NOTE: I recorded most of the interaction I had with your representatives today (and I did let them know), and I will be using that to the fullest! I will never understand why people treat others the way they won't want to be treated in life! And as for Spectrum, Newsflash, you are not the only Internet Service Prover in...