Spectrum Store — Local services in Columbus

BEFORE USING THIS COMPANY - B-E-W-A-R-E!!!

My 80 year old mother has been a Spectrum customer (cell, Internet & satellite services) for several years now - NEVER missing a payment! Recently due to fraudulent activity she was forced to close her debit card and get a new one. Having NOTIFIED Spectrum (Internet/Satellite,) she was assured that the one notification would settle the matter. Two days ago, after I had gotten a message indicating her number had either changed, been terminated or was no longer in service for 2 days, I reached her at home. She had no idea what was happening. She then went to her local store to inquire. She was there for OVER 3 HOURS - during which she was informed that she hadn't made payment in two months. When it was determined that it all went back to the change of debit card mentioned earlier, she was told that she would have to buy a new phone AND get a new number! When she explained that she HAD notified Spectrum of the new card info, she was ONLY THEN INFORMED that she was required to contact EACH service of Spectrum - contacting only one service DID NOT correct the issue; DESPITE the ASSURANCES given by the Spectrum Representative she had spoken with. After 3 hours of waiting - STANDING FOR 90% OF THAT TIME; she was NEVER OFFERED A CHAIR DESPITE HER OBVIOUS FATIGUE - while the Spectrum Representative tried to remedy this matter, my mother was instructed to return Today at 10 a.m. We were the 2nd customers thru the door! We were initially told that it would simply require the opening of an IT ticket and a phone call to the IT department by the representative. This then morphed into "it's going to take a couple of hours"... when we returned AGAIN we were told it would be 24 hours! Since it had ALREADY BEEN OVER 24 HOURS SINCE MY 80 YR OLD MOTHER HAD FIRST WALKED THRU THE DOOR regarding this matter, I WAS DONE!!! This company is USELESS!!! NO ONE SEEMS TO KNOW THEIR HEADS FROM THEIR REAR ENDS! YOU GET STORY AFTER STORY AFTER STORY - ALL GETTING YOU NO WHERE!!! We WILL be getting her a new phone with a DIFFERENT COMPANY!! IF I HAVE MY WAY, she'll be getting her internet & satellite services elsewhere as well!!! Too BAD SPECTRUM IS SO USELESS, they may have GAINED a customer rather than loosing TWO!! I have just moved back to the area and am in need of internet service!

FYI this representative kept insisting that my mom would have been notified of non-payment via email, BUT I HAVE SCOURED HER EMAIL - INCLUDING SPAM & TRASH - AND THERE HAS BEEN NO EMAIL FROM SPECTRUM HAVING TO DO WITH...

I went in today to drop off my equipment and the lady at the help desk was VERY rude. When I walked in I walked straight to the desk (there were only two other customers in at the time who I could tell was also having unpleasant experiences) and told them I needed to drop off my equipment. The lady very disrespectfully said “you’re gonna have to give me a minute I’m trying to do something” at this point I was just like okay? And had a seat. I stayed for all of 5 minutes and witnessed another employee get rude with an older gentleman who was trying to sign in on the self service sign in thing. The man was having trouble getting it to work and asked for help I know 5 times (none of the employees were helping other customers) a man stood up and sighed like it was an issue to help the gentleman and talked to him like he was incompetent when the self service thing was indeed having issues. I got up and walked out. I not be going back to this location and probably will never use spectrum again. Very poor customer service. If you hate your job, find another one. If I could give 0...

For the people that work in this store 5-stars! Emily was FANTASTIC. She deserves a raise and should be promoted. I also want to give high praise to her coworker who's name I didn't get. I watch him help a man who didn't speak any English using a voice translator app back and forth between them. It was really great customer service I both received and witnessed.

I'm less thrilled with spectrum overall. I'm moving and set up an appointment weeks ago to have the internet set up at my new condo. I check last night make sure everything is set only to find nothing in the app. Instead what I find out this morning when I call is a previous owner at my new address hadn't paid their bill so there was a block on my address. This was NOT told to me when I called and made my appointment to have a service person come out nor did anyone from Spectrum contact me to tell me there was a problem with my new address (I'm just assuming that is why the appointment disappeared). Anyway, Emily helped me and set up a service person for the first thing tomorrow. She is a gem and the company is lucky...