Spectrum Store — Local services in Conway

I have been a Spectrum customer for over 14 years. Today we decided to give Fidium a try as they just brought fiber cable to our neighborhood. The retention agent I spoke with on the phone while cancelling our service was great and I let her know we could be coming back soon based on our experience with the new competitor. Remembering that the local Spectrum store can be busy I tried to make an online appointment but the earliest available was a few hours away and I was in town for errands anyways. I stopped in and since it wasn't crowded decided to wait for service. First I tried to "sign in" on the kiosk which told me I was too early for my appointment so I decided to wait for walk in service. 4 employees on behind their desks, two helping customers, 2 on their phones, only two customers in the store. I waited ten minutes to be greeted then approached one of the uniformed employees who was at a desk on his phone and asked if I could return some equipment. He said I needed to sign in as a "walk-in" then I would be called when it was my turn. I went back to the kiosk, signed in as a walk in, and could see on the TV I was #4 in line. There was no one else in the store but me and the two customers being helped... after another 10 minutes I asked again if I could be helped and was told no as this employee on the floor hadn't logged in yet? When I told them I needed to leave for an appointment they suggested I go to a UPS Store which will ship the equipment back to Spectrum. They could tell I was upset as I left as one of them yelled after me "Have a great day sir!".

I understand reservation systems. I understand not having enough staff. I also understand having two uniformed employees sitting behind desks scrolling their Instagram feeds looks really bad when customers are waiting to be serviced. Isn't there a break room out back they can hide in if they are not there to provide service?

When I walked in the store the idea was I might be coming back as a customer someday. As I walked out that idea kind of disappeared. Good luck Spectrum, you are welcome for the 14+ years of inflated service prices I've...

Originally, this was a one star review. Not because of the store directly but because of Spectrum as a company. In fact I was so frustrated with Spectrum I was ready to go somewhere else for my internet and mobile needs. The only reason I am still a Spectrum customer today is because of Ken Fratazzi of the North Conway Store!

I needed a new phone and the closest store that could help was North Conway but it’s about 1.5-2 hours away depending. Spectrum, for some odd and unknown reason has setup there system so that customers can not call stores directly! On top of that Spectrum Corporate cannot see the stores inventory to let customers know what they have or don’t! There is no way at all that customers can communicate with anyone and that to me is a huge customer service problem! I wasn’t going to travel all that way only to find out the phones I wanted were not in stock. So after many phone calls and time wasted, I made an appt at my local AT&T store!

However it never happened because of the best sales rep I have ever dealt with. Ken Fratazzi saw a comment I had left on Facebook and reached out to me. He went above and beyond to check what the store had in stock and when he reported they didn’t have what I wanted, he stayed in contact and told me the moment they got it in a couple days later! So I made the drive over and not only did he have the phone, he installed the screen protector and case for me! He was patient, pleasant, kind and understanding! Most importantly he did what most would not do in order to ensure customer satisfaction!

It’s a tragedy that reps like him have no way to build relationships with their customers! If Ken were ever to leave Spectrum, I can say with certainty after my other experiences with this company so will I! I doubt just my opinion matters much but I hope spectrum makes big changes in the future! Thank you Ken for...

My experience in the North Conway spectrum store was like a bad SNL skit. It was a middle of the week middle of the day time, there was only one other customer in the store with three employees standing around. I had a very quick question about the new iPhone 16 And didn’t make an appointment since I happened to be in the area and saw it was very slow in the store. Nobody greeted me when I walked in, I walked up to one of the employees who was clearly not doing anything or working with any customer, he barely looked at me, didn’t greet me and told me I had to sign up in the queue! I went back and signed in at the kiosk, my name came up as First in line, and I waited, and waited, and waited. Finally after about 10 minutes I was about to leave and a very unfriendly woman working behind the counter called my name. I walked up to her and she clearly was not in a good state of mind. Told her I had an iPhone 13 and was wondering what the trade-in value would be for an iPhone 16, she told me she couldn’t tell Me unless I started the trade in process! Simple question, you can get the same information on the Apple website without any hassle. I asked her if I could just get a general idea of what the trade in would be since I am a current spectrum customer and it would be easier for me to purchase the phone there and have everything changed over then going down to Portland to the Apple Store, and she said no, I would have to begin the process and commit to the trade-in before she gave me an estimate.

I spent almost 20 minutes in the store, left with no information and frustrated and a bad taste in my mouth. Probably will not be back in that store even though it’s the closest to where I live. Not the first frustrating and negative experience I’ve had there with Customer Service. They all seem unprofessional, unqualified...