Spectrum Store — Attraction in New York

Last night I spoke with an agent that was very helpful with resolving issues with my internet connection. Turns out I had to get a new modem because the one I used to have just couldn’t hold up anymore. So he made it so that I could pick up a new modem at this location. He had also booked a tech to come out just in case any issues came up but that I could cancel at any time. I go to the location this morning and two things happened. I mistakenly thought I could just go up to an agent without signing in since there wasn’t a soul in there right after opening. I was redirected to sign in and waited for a solid few minutes. Then the girl that “helped” me couldn’t have been bothered to at least acknowledge the miscommunication. Made me feel stupid for wanting to pick up the modem in person and kept insisting I should wait for the tech. I told her that I was told I could pick up the modem in person by someone on the phone (which they confirmed via notes on my account). Then she asks me why I even bothered booking an appointment with a tech if I’m picking up the modem in person. I had to INSIST that I could figure out how to install it, and that I would cancel the appointment on my end (modem was easy to install and I canceled the appointment). Handed the modem over to me like she couldn’t wait to be rid of me. Didn’t even say I was all set until I asked but she definitely didn’t let me forget that I have to return the modem that will arrive in the mail like I’m a thief? Trying to be understanding but I left that interaction feeling gross especially after I saw how her coworker was treating an Asian customer next to me. That’s why I never go to this location unless I really had to. If they do this with people their age I can only imagine how they treat older folks that aren’t as tech savvy. The people working here need to be more understanding. Maybe don’t work here if you can’t be patient with people or are willing to resolve miscommunications. If you ever need help just call the CS phone number and ask for Terrence. He was very helpful and understanding. Not so much the people...

I've been coming to this location, on and off for over 20 years, to make bill payments for my disabled mother-in-law, as well as exchanging cable boxes etc., mostly during the TWC years and never have I seen such an antiquated method for people coming in, to get access to customer service etc. You are greeted by a worker at the door, then asked your first name, then the first letter of your last name, who will then add it to "the list". The last time I went, I waited about 30 mins. This time, 46 mins. About 5 minutes after he typed my name in, it showed up, but I was noticing, as prior times, people were being called, but there were so many people there, no one could hear their names. Also, on 2 occasions, same visit, the monitor with the names on it, would lock, then take 10 mins to reboot then reload the names. When I finally was called, or should I say, after I kept asking people, "do you know who called out my name?" when a kind lady saw me searching, she walked over and said, "over there son". They already called out the next name, but I was taken anyway. They made the next person stand behind me while holding a large box and the agent took a LONG time to process my payment. This happened many times and will not deal...

BEWARE, BEWARE, BEWARE!!!!!! YOU HAVE BEEN WARNED. THIS COMPANY IS EXTREMELY DECEIVING AND SCAMMING PEOPLE. AFTER SIGNING UP AND GETTING INSTALLED WITH SPECTRUM I NOTICED THAT I WAS NOT RECEIVING THE CHANNELS THAT I HAD SIGNED UP FOR. I CALLED CUSTOMER SERVICE AND WAS TOLD THAT CHANGES HAD BEEN MADE AND NOW I HAVE TO PAY MORE IF I WANTED THOSE CHANNELS OR SHE CAN DISCONNECT ME RIGHT NOW IF I LIKE. I HAD ASKED TO SPEAK TO A SUPERVISOR AND SHE SAID THAT THE SUPERVISOR WAS GOING TO TELL ME THE SAME THING. I INSISTED ON SPEAKING TO THE SUPERVISOR AND TO NO SURPRICE HE ALSO SAID THE SAME THING EXCEPT THAT HE WAS SORRY AND THERE WAS NOTHING THAT HE CAN DO AND HE COULDN'T HONOR THE CONTRACT THAT I HAD SIGNED UP FOR CAUSE CHANGES WERE MADE, BUT I COULD CANCEL THE SERVICE WITHIN THE NEXT 30 DAYS. THEY OFFER YOU ONE THING BUT GIVE YOU SOMETING LESS. THIS IS JUST ANOTHER WAY TO GET YOU TO SIGN-UP. THERE WAS A REASON WHY I LEFT THEM 6 YEARS AGO AFTER BEING WITH THEM FOR 16 YEARS. CUSTOMER SERVICE IS THE WORSE AND STILL IS. I WITH THERE WAS A STAR - TO RATE THEM AND NOT GIVE THEM A 1 STAR RATING. SHAME SHAME...