Spectrum Store — Local services in El Paso

Oh man. It can take a lot for me to lose my cool. When walking in there was 2 employees and 1 manager( based on him talking to the other 2 and not helping customers). There were 3 people ahead of me. 1 lady figured out how to use the machine to pay her bill. 1 gentleman needed to pay his bill w/cash and the other to turn in his boxes. I myself was going in to turn my boxes. Then 1 gentleman came with boxes as well after me. While all of us were waiting 2 more employees clocked in but just sat at the computers manager went to the back. 1 man walks in not signing and cuts everyone to turn in his boxes. I then go ask 1 of the employees if he can help me and the rest of us that have been waiting. He says I must sign in. I said I did and pointed at the man who didn’t sign and mentioned he cut. He then says you can sign in or setup an appointment. That that employee is there to take boxes. So I then say then why didn’t she ask us 3 who are here with our boxes. He then repeats about signing in or appointments and I was going to say again I signed in but he interrupted me and said you must sign in. We went back and forth because he kept interrupting me about signing in when I did. I lost it and cursed him out and walked away. I then decided to call corporate and hopefully things will be taken care of. When I spoke to the person over the phone I explained all the bad reviews and the poor customer service from this store for the past years. Like one person said they may have moved but still bad service. If you encounter bad service please call corporate. Maybe with enough claims about this location they will change their attitude or the employees...

I went in to exchange my old receiver, was given another. Took home and realized there was no DVR, which we pay for. I took it back, was helped by a not so friendly woman, given the correct box and returned home. The box would not finish the set-up. I called. The girl tried a few mysterious things, then said she needed to send a technician. NO! She said the issue couldn’t be solved. I told her I had two different boxes this day that worked, so I don’t need a technician to come. I said I would go again and exchange it AGAIN. After about 15 minutes, the set turned on!! Now watching, but it turns on and off, going to the set up screen, again! What’s going on with Spectrum???? It used to be so easy, and now I’ve spent many hours trying to fix this situation!!!! My 3rd visit today was successful!! Andy waited on me. Perfect!! Turns out he’s the store manager! He took care of my problem in a minute! Andy needs to train his staff to be like him. At about 10am, The first young man was very nice, but gave me the wrong type of box, no DVR. He should have noticed that the one I turned in had the DVR, or, looked at my record. The second trip at about 1pm, I was helped by a woman who never looked at me, no eye contact, no smile, even though I greeted her with a smile and nice attitude. She was not friendly at all. I will also say that the reservation service online didn’t work. Also, the store is extremely cold! Not by the desks and staff, but where customers sit. Freezing! I’d recommend taking a coat, and if you have any issues, ask for Andy,...

Not sure what the point is of having these on-site locations at this point.

As others have mentioned, the wait is long if you don't make an appointment so save yourself the time in doing that. Apart from that, though, I went in to drop off equipment after cancelling my service and was not allowed to drop it off because "it had not been cancelled yet" (it was). I was given a phone number to call on a sticky note (it was their own customer service line) and was asked to call there so they could help me.

The ease of the customer service line, albeit frustrating that I was doing that at all, makes me question the same could not have been done in the store. The store is effectively a drop off/ pick up station for hardware and apparently nothing else because the associates don't help you if you don't have everything in order through Spectrum's own customer service line first. A ridiculous way to run a business.

I waited their long wait time just to be given a sticky note and call their customer service, which I did immediately outside the store. Then I had to wait that ridiculous wait time again just so I can finish giving them the equipment they wouldn't take the first time.

Try doing everything you can on the phone first before you go in-person because you may just...