Spectrum Store — Attraction in Miami Township

I'm going to add to what's already been said, but I'm afraid I can't be unique about it. Namely because I've had the exact same issues. The Customer Service is Terrible! It takes forever and a day to get anything done, and regardless of what you do or say, you are getting some sort of sales pitch about something you didn't ask to hear about, no matter what way you choose to contact them. Hold time when calling in is no less than 10 to 20 minutes every time I've called.

My service kept stopping on my internet, and I had the misfortune of having to call in for about a month straight to figure out what was going on. FINALLY, they sent a service man out to my house to see what was going on. Turns out the line had a bad connection at the pole. The guy they sent out was really nice, but he looked to be about 60 - 70 years old, God bless his pea-pickin little heart! He showed up in a van that wasn't a Time Warner man, so it was likely a sub-contractor that they were paying peanuts to do the work cheaply for them. He climbed up the pole, and his little knees were just a knocking away, and he was scared to death. I left him to go about his business, thinking he would be okay. I got a knock on the door about 30 mins later from him asking me to come help him out, and hold the ladder. I kinda felt it coming and obliged because I felt bad for him, and feared for his safety. He never should have been sent out alone anyways. Rule of thumb when working with heights is to always have a buddy. Poor guy!

I called in recently, seeking information (1 simple question) about adding a bundle to my service since I only have internet through them. I simply wanted to know whether or not if I ordered cable, would I be able to use it on more than one Tv for the quoted price, or if there were additional charges for each room. I inquired about this using their chat tool on the website. Well wouldn't you know it, it takes about 2 or three minutes in between each response you get from the agent, and rather than answer my one simple question, he proceeded to ask me a dozen questions about my account. What's you telephone number.., so I give it and 2 minutes go by, what's your address... I give it and 2 mins go by, what's your Name on account... and 2 mins go by, and then... what's your SS#'s last four digits... Finally at this point I'd had it, and gave him an ear full, stating that I wanted one question answered, and my account info was irrelevant to it. Instead of just answering my simple sales question, he continued to demand my info. Well... I now have my phone and cable through someone else do to this guy thinking I owed him half a nights worth of my precious time, just to get a simple question answered.

I fell behind on a payment once, and they stalked my phone for days, always during regular work hours. When I got a moment, I was understanding and gave them a call to let them know the money was coming, and that I just didn't get a draw off the job I was doing yet. I made payment arrangements with them that we both agreed on, and all was "well", according to them. Well, wouldn't you know it, I continued to receive calls from them, at least 4 times a day, for the next week, asking me to call in and make a payment arrangement, though I had already done it. I called in and complained about it, demanding they take note of the payment arrangement I'd made, and to quit calling already. The lady stated that there was nothing she could do about it, and though I'd already made a payment arrangement, they were still going to call and ask me to set up "a payment arrangement".... What the...!

Overall, I'd have to say it's some of the worst service I've ever gotten out of a company in general. Unfortunately where I live, there isn't a better alternative. When working, the actual internet connection itself, is pretty good. It's the only thing they have going for them, and if it weren't for that, I doubt they would exist as a business in general. Trumped the market, so they do whatever type of thing, if you get my drift. Nothing...

For anyone ordering online and going to this location, you may find this review helpful.

I placed an order online. I scheduled an appointment in my boyfriends name and provided his info since he was going to be in this area on that day. It says no where in the ordering and appointment scheduling process online that in order for someone to pick up equipment, the person on the account has to call in and add the pick up person as an authorized user. This information explained on the website would have been an easy way to set the proper expectation for a customer. It's important to know that the account holder scheduling the appointment in a pick up person's name is not good enough to release equipment to them. I don't understand why Spectrum doesn't provide this information anywhere in the process.

When he got there, he told them he had an appointment, yet still was placed in the queue and waited an hour. I found out later scheduling an appointment allows you to skip the line. The greeter at this place is a rude older woman who is most unhelpful and shouldn't work in customer service. He told her he had an appointment and she still put him in the queue.

He finally got called, and the salesman who doesn't wear a name badge like the other sales people, proceeds to tell him how he doesn't see his name anywhere on the account to be able to pick up the equipment. Instead of telling him to step aside and have me add him as an authorized user so he could pick up the equipment (which literally only took 5 minutes for me to do after he left and called me) he proceeded to tell him either I would have to come in and pick up the equipment, or my boyfriend could start a new account right then subject to a credit check. Instead of being helpful and providing helpful information, this salesman sent my boyfriend home with no equipment, not even with any helpful or correct information because he was trying to make a sale instead.

I was then in the area later, so I went in there and picked it up and let this salesman know his error. He definitely remembered helping my boyfriend and first tried to claim he did tell him to call me and have me add him as an authorized user. That's a straight up lie. He would have never left had he been educated that is all that needed to happen. Clearly spectrum doesn't train their employees how to handle complaints or escalated situations at all, because the salesman wouldn't even look at me half the time, and then tried to deny that he even remembered speaking to him. It was truly pathetic. This was an issue that could have been avoided if Spectrum cared to educate their customers on the process and what to expect, and also hired people that care to do what's right by customers and not just try to make sales any way they can. Clearly we already have an account and it's not necessary to start an a new account and check his credi . No one checked my credit to order this online, and I'm sure the pricing is different as well if ordered in the store. It is a sheisty and pathetic sales practice that I...

This is by far is one of the worst customer service nightmares we’ve ever experienced.

We switched from AT&T to Spectrum at this store for the lower price around January 9. We were served by Erin who worked through a rather difficult process with patience. We bought a new phone as the one had to be returned because—we’re told—it had not yet been paid off. It was a gift to us. She told us that we would be sent the new phone and would receive emailed labels for us to attach to the old phone to mail in. We never received the labels. She also told us to return with the new phone to the store so they could help with the sim card and data transfer.

We received our phone, made an appt, and came in Jan 16 and got Gwen. She proceeded to snap at us to back off to the spot where we were to stand like we were children. We obeyed and she asked why we were there. We told her to have help to put in our SIM card as directed. She asked, didn’t we get the directions?!? We said that we had, but were told to return. She told us all we needed to do was follow the directions!! I told her she was rude, and we left. Turns out it took our tech savvy son and a spectrum rep about about 1 1/2 hours on the phone to sort it out. Still no labels received. My husband has emailed over and over to Erin about the status of the labels. Nothing.

My husband made another appt (we live in Xenia, so quite a drive) and was told they had couldn’t send the phone in, we HAD to receive the labels via email. Erin and a superior co-worker told my husband he would be contacted Tues, and if nothing by Thursday, the superior would escalate it Friday—she was putting a notification on her phone to be sure to contact him. Nothing. Still no labels.

My husband has made 3 trips and emailed 20 times, only receiving responses 4 times, to no avail. He has done all the work and we still don’t have labels and still have the phone and not sure if we are getting charged for it because NO ONE CAN MAKE THIS GO AWAY!

We are tired of working so hard for nothing! He is planning on going down there again tomorrow, but I find that ridiculous! Somebody do something instead of making empty promises!

Gwen needs customer service classes. The rest need to take classes on how to be sure to make things right the first time. Your promises mean nothing. Very poor service. Let us keep the phone and take off the charge for it, if you can’t do something as simple as get labels to us MONTHS ago! We highly regret leaving AT&T because every time we went in there it was pure pleasure.

For those considering switching, DON’T DO IT!!! You clearly get what you...