Spectrum Store — Attraction in Town of Irondequoit

Multiple breakdowns by Spectrum when trying to set up new internet service today, including several by employees at this store.

-I made an appointment at this store to pick up my new modem for new service. No indication that a specific model of modem was needed or which models are in stock at which stores. -Picked up the modem at this store. Store employee just handed me the modem, did not ask any questions about the type of service I was signed up for. -Went home, plugged in modem, called to activate it and was told that my modem was the wrong model for my speed of service. I asked the representative if the correct model could be shipped to me, and was told "No, just go back to the store and exchange it." -I go back to this store, and tell them what the phone rep said, and they look at me like I'm crazy. Store employee: "Do you mean you need a router?" Me:"No I have my own. They said there's a different model of modem." Store Employee: "We only carry one type of modem." -I call back customer service while at the store, confirm that this is the wrong model number and hand the phone off to the store employee, who all of a sudden is aware that there are multiple models and the one I need is just out of stock at their location. Not sure when it will be in stock. Customer service on the phone suggests that the correct model be shipped to my house. I had already asked for it to be shipped on my first phone call when still at home and been told "no". -I try to hand the modem I received earlier back to the store employee, but they told me they couldn't take it back because I hadn't received my new modem yet so the system wouldn't allow them scan it back in, and I would have to come back to the store a THIRD time to return the modem.

Each of these bullet points was a breakdown that should not have happened where Spectrum did something wrong. You should not be able to make an appointment to pick up equipment at stores that don't have that equipment. Store employees should know the products they are handling. Customer service agents shouldn't give misinformation about a customer's options. I shouldn't be asked to waste more of my time driving back and forth to a store unnecessarily because you're system can't scan something back in yet - that's your problem to figure out. And at no point in all of this did anyone from Spectrum offer to compensate me for my wasted...

I visited your store on 11/21/24 at approximately 6:00 PM with the intent of upgrading my phone through the Anytime Upgrade program that I pay for monthly. Unfortunately, the phone I wanted was out of stock, so I opted to order it for shipment instead. During this process, I was helped by a representative with a ponytail and glasses who began entering my information.

At one point, she paused and asked if I was using the Anytime Upgrade program. When I confirmed, she spoke to a woman seated at the front of the store. The woman, without checking any further, loudly and rudely claimed that the Anytime Upgrade could not be used for online orders, over the phone, or in-store. This was extremely confusing to me, especially since I pay for this service monthly.

Feeling misled, I left the store and decided to call customer support. The representative I spoke with confirmed that the Anytime Upgrade program can indeed be used to order online, over the phone, and in-store. He also mentioned that the staff member who spoke to me likely had no commission incentive for such orders, which might have influenced her response.

I am disappointed by the unprofessional conduct of the woman at the front desk, particularly her loud and incorrect statement, as well as the confusion it caused. While I appreciate the gentlemen who actually questions her but he thought her statement was correct II believe the misinformation was unnecessary and should be addressed by your management team. I trust this experience is being documented in my account, but I wanted to share this feedback to ensure future customers do not face the same frustration.

Thank you for your attention to...

Spectrum continues to disappoint. I canceled my service because I’m sick of overpaying for lousy connectivity and service. Sick of the fact that Spectrum prioritizes getting the business of new customers by offering better deals than they give to loyal long term customers to reward their patronage. Since I canceled last week I and have been getting daily calls to return my equipment to a Spectrum store, so that’s what I came to do today. I walked in at 10:03(store opens at 10) and was greeted by a woman who asked why I was there and proceeded to tell me there were 2 people in front of me. That’s fine, I don’t expect to go right to the front despite explaining that I had already canceled service so I literally just needed 30 seconds to hand someone my equipment. Nope I waited 35 minutes to do that 30 second transaction. When I asked the woman who was greeting ppl and appeared to be a manager why I had to wait so long she told me straight up “we prioritize sales above all else”. I was one of 4 people behind me who were all waiting that long to do a simple drop off. Once again, getting a new customer is blatantly prioritized over the treatment of existing ones. But I guess that’s what you have to do to stay in business since your company offers such poor quality service that people are constantly canceling their contracts. So glad I’m...