Spectrum Store — Local services in Arnold Township

Arnold Missouri Store - was told by employee James "It's Not My Job" Have had Spectrum for several years, when they began offering mobile, we switched to them, it has been a great move. On 9/7/24, I was unable to make outgoing calls, received error that my phone was not setup for calls on my network. I could receive calls, internet worked just unable to make calls. Now this was only happening on 1 of our phones on our plan. I was out so I stopped by the Spectrum store in our town, Arnold, MO. I signed in and patiently waited. After 25 minutes and them calling 2 customers that arrived after me, I asked and employee, thinking maybe I didn't sign in properly, only to be asked if I made an appointment, when I advised no I was told everyone else had and they would get to me soon. So finally it is my turn, I show the employee, a middle aged man named James, what my problem was, he advised I was the 4-5 person in that day so far with the same problem and the problem was only affecting Samsung phones (which is the only phones we have on our plan). So I said okay, it's just a network issue, good I thought it might be something on my phone. James stated, "No, I didn't say that, I don't know what the problem is." as he continued to look through my phone. I asked "can you call someone to see if it is the network?" He proceeded to to tell me "no, that is not my job" "I can't call tech support for you" all while holding my phone and thumbing through it.

I was just so taken back, I grabbed my phone out of his hands and asked the other people in the store if I herd him correctly, yes they confirmed what I herd.

Once home, I used another Spectrum Mobile line on our plan, exact same phone brand and model and year, to call tech support. I was helped by an extremely nice lady. She advised, right away, this was a known issue that was affecting 80% of Samsung users on the Spectrum Network. After telling her my experience, she apologized and advised the store should have known this, all of the stores have access information and have a number to call. They should call support with the customer. She did take down the store and employee information and was passing it along to her supervisor.

Dear Arnold, MO store and employee James, It was your fault/issue (Spectrum) and it is your job. I know it seems like it is a hassle and does not earn you commission, but it is your job regardless.

I hope this store quickly changes there practices. And I hope this helps another customer...

If I could leave 0 stars I would. If I could get a different internet service provider where I live I would in a heartbeat after today. I work from home which means no internet access = being unable to work. I call customer service, find out the router they provided is not working. No big deal, just go to your local store to exchange it. I present to the store with the router, there are 3 workers sitting talking about their personal lives while multiple customers wait in line. Finally I just walk up to the desk and ask if they can help. They ask for my ID, I don’t have it because I left quickly trying to get this resolved so I can get back to work. They would not accept a work ID, or even a photo of my ID on my phone. I can call customer service and verify everything over the phone to change services etc. but I can’t exchange a router without a hard copy of my ID? Doesn’t make sense. I call customer service and they’re sending someone out tomorrow to switch it out while I won’t even be the one present for the appointment but I couldn’t switch out the equipment without a hard copy of my ID? Again doesn’t make sense. The employees at this spectrum location clearly just don’t want to do any work other than discuss their personal lives. Now a nurse is unable to work today due to their...

Spectrum is just the absolute worst at customer service. My apartment flooded and my internet equipment was ruined so I needed to exchange it. I made an appointment, arrived and was called up immediately, only to be told I can’t get the equipment because I’m not an authorized user on the account. Normally this wouldn’t be a big deal as he said all my husband has to do is call in and add me, but my husband is in the service and is currently overseas and not reachable. When I explained this he just said sorry, no exception. I told him, I have the bill with me with the passcode, I have the same last name and service address as is on our account on my drivers license. Again, I was just told sorry, no exceptions. I work from home and not having internet for months is not an option for me so needless to say I went back to my car got online on my phone, switched to AT&T & scheduled an install appointment for the next day. I find this to be ridiculous, I wasn’t trying to change anything, just exchange equipment. They have no problem taking my money every month, I guess they’ll have to try contacting “the authorized user” for payments. But, the good news is I now have faster WiFi at $50 less a month than I was paying and I’ll never be going with Spectrum for any kind of...