Spectrum Store — Attraction in Matthews

Only giving one star because I have to— AVOID THIS LOCATION AT ALL COSTS.

My husband and I went in on 1/3/21 to turn in our old equipment for our overdue upgrades. The exchange seemed simple enough, however when we got home and began setting up our new modem, router, and 2 cable receivers, the issues began. Our main receiver/DVR box wasn’t properly activating, so we called customer service. The nice gentleman from customer service/support informed us that we have whole house DVR, which no longer exists for new customers, but we were grandfathered in to still receive the service. He also let us know that the employee at the store had given us a basic receiver for our second TV, and that we would need to return that receiver/box to the store and ask them for a “client box;” that the employees would understand and he would make a note for them to see in our account file— quick fix, right? Ha. After returning from our second visit (1/4/21), my husband discovered he had been given a box with no remote (might I add the associate that visit barely made eye contact and was spectacular at asking a question only to turn around and walk away before you could answer). It was too late to get back up to the store, so alas, another trip would be required the following day. Now upon returning from our THIRD visit on 1/5/21, we went to (again) restore our new receiver for our second TV that we were told was a “client box.” Error messages immediately after the receiver booted up, so we called the 800 # again. The lady we spoke with was kind, and truly worked every angle to rectify our issues. After multiple tries (including with her supervisor), we were told that unfortunately it seemed the store employee had NOT given us a CLIENT BOX (I will capitalize this from here on out since apparently the store associates need to learn), it was another main receiver/DVR, and she was confused because she could clearly see the note from the prior support rep that we simply needed a CLIENT BOX. We asked her to make one more note on our account that a CLIENT BOX was what we needed, and she graciously obliged. We told her we’d be willing to go into the store ONE more time— I guess we’re suckers for punishment. 1/6/21 was our FOURTH consecutive visit, and WOW. The gentleman (same one who had given us the incorrect box the first visit), claimed he had no idea what a CLIENT BOX was. He got on what appeared to be a group employee text thread to ask about these “illusive” boxes (that customer support seemed to be familiar with). The initial text back was visible, and began with, “uggghhhh. They are…,” and then he picked the phone up so the message couldn’t be seen. But wait— his next response was, “I’m going to take this box back, and my manager said you are not allowed to have any more boxes because we clearly don’t have what you ‘think’ you need.” What the actual?!? He refused to call customer service to speak with them about the TWO notes on our account about a CLIENT BOX, even claiming it would cost us, THE CLIENT, $50! We immediately called the 800 # ourselves in the car, and yet another support team member was appalled at what had transpired— in fact, she said it couldn’t have been more clear what we needed (per the notes on file in our account) and didn’t understand why the employee either didn’t know what a CLIENT BOX was or didn’t want to provide us with one. She expedited a service tech to arrive at our home in 24 hours with the proper CLIENT BOX. Sycamore Commons Spectrum— you need to train your staff not only on proper customer service interactions, but on the actual equipment you are selling. SHAME ON YOU for your lack of professionalism in SOOOOO many areas. You’re lucky your 800 # customer support was knowledgeable and friendly because this did NOT transfer in person at this location. Stay away from this Spectrum store in Matthews, NC unless you enjoy rude human interaction and being given the run-around while they make fun of their (let’s be honest, we’ve all seen our monthly bills— high-paying) clients...

I can't possibly describe the ineptness of the employees at this location enough. They just want to distribute product and not listen to customer needs or concerns.

On the advise of online customer service I switched out a five yearold modem for a newer modem and router. However, the new router was not connecting to my wifi printer and wifi extender as my ancient one did. When I called customer service a second time and they did their magic, it still wasn't working. So they told me to switch it for another device at the store, that's where my workday went from bad to worse.

I went back to the store to find out that 1, the devices I had were they only ones they had available, and 2, was told my old device was already picked up for recycling. In only 2 hours from 10 to noon. (I find that hard to believe.) They offered no alternatives and I was stuck with out the connectivity I needed to work. The first employee just said I was stuck with what they had, or I could go buy my "own" router at BestBuy that would work...huh... I pay for the wifi service, you would think... Wait that might be to much to ask for... But then he said I was charged $5 a month for the router so I wouldn't have to pay that... Uhhh, I don't see that charge on my monthly statement, so who knows where he got that info... I asked to see the manager, he of course had no solutions either and said "don't expect a different result using another router," so I just took back what I had, the new models, to try and find another solution. BTW, I called back to tech support and they told me if I couldn't figure out how to thing's connected, they could dispatch a technician, who has OTHER MODELS ON THE TRUCK and I could indeed get the connectivity issues fixed. Hmmm, who do I believe, definitely not the yoyo's at the store. I don't think they have the necessary training. Word of advice: don't assume your customer doesn't have some knowledge of your product, and overall that goes for the automated customer care system online as well... Love the video that informs me what a modem and router do...NOT.(tons of sarcasm)

PS after contacting HP and Tp-link, I got my answers... Thank's SPECTRUM, spend a little of that cash you're earning these COVID-19 days for more training in customer care at the store level and less on all the mailers...no, I don't want TV for...

Dear Store & Regional Manager of the Spectrum store in Matthews, NC,

We stopped by the local Spectrum store in Matthews today and I unexpectedly received terrible service. I explained to the service rep that we were there to upgrade my son's cell phone when we arrived. We picked out a new phone and gave the rep my son's old phone. So now the service rep has my son's old phone and the new phone in his possession the we were upgrading to.

To process the order the rep took my son's old phone and pulled up all of the information directly from the phone. He asked for my son's phone number, which my son gave him. He asked me for the phone number on the account, which I gave him again. Once we thought the process was complete, we left. After a few minutes, my son realized that his new phone was connected to my cell phone number. I looked at my phone and had no service. We immediately went back into the store, waited to talk to the service rep and told him what he did. He said - "you told me to connect your phone number to your son's new phone". Now why would we upgrade my son's phone with a new phone, but switch my phone number to his new phone??? I didn't ask him to ever do that! The Service Rep started arguing with me, since that makes sense, right!? :(

The service rep said that they couldn't fix the issue, that I had to come back in the morning to fix our phones. I told them that I needed it fixed right away and can they call tech support. The Rep offered to write the support phone number down for me to call them for help. I was very unhappy and left. My son held the door open for me and looked back at the service rep as we were leaving and the Rep was making inappropriate hand and body gestures at us, making fun of us i suppose?

We got home and called Spectrum Mobile Tech Support. The Representative was able to quickly resolve the issue on both of our phones within 20 min. He was very helpful and explained every step he needed for us to do. He also told me that the Spectrum store reps have direct access to tech support and that rep at the store could have called for help to fix the mistake.

Local Store in Matthews NC - bad customer service Tech Support Agent over the phone -...