Spectrum Store — Local services in Fort Lee

My friend and her husband came to this store to change the address and trying to lower their monthly Internet fees since they are paying above average price for their Internet having being Spectrum customers for over five years. During the process of changing her name on the account to her husband (they were recently married) – they were offered the rates of $50 per month along with a subscription of Spectrum Mobile. My friend was on Verizon family plan and could not change on the spot – so she was advised to come back to complete the Spectrum Mobile registration when she get the information from her family to drop out from her family line. Lynn advised her to come on Thursday and Friday to complete the transaction (hmmm?) as she is off on Wednesday.

Come Friday we came around 2pm. My friend’s husband is unable to come as he was out of town working. Lynn did not recognize my friend! Which is fine IF she was pleasant, jovial (or effusive like she was last time) I could not understand how could my friend say all the positive thing about this person when she is the sullenest, arrogant, nary a friendly demeanor or a smile. My friend asked her if she remember her – that she came with her husband – and Lynn superciliously said I deal with a lot of people; I don’t remember everyone that I met. Nice answer Lynn!

Lynn was so rude and dismissive towards me. She would not introduce herself, she would not even look at me, she would not acknowledge me nor saying hi. Over the next 10 minutes I see an amazingly passive aggressive person asking questions to my friend who struggled to answer back (she is not that technologically inclined or understand much about Internet jargon and technicalities) Lynn also did not complete the name change process correctly as there were still old PIN and security question that was attached to the account, which prevents my friend’s husband from accessing their account unless Spectrum reset their account.

I was patient until the completion of account reset process. After making sure that there is enough information for me to call Spectrum customer support, I finally had enough of Lynn demeanor and we left - now that I had enough information to get things done outside the store. Lynn was pushing Spectrum Mobile on my friend even after she said no three times. At one point my friend actually texted me “Can we cancel the service” which I advised against it. What an ordeal.

Now that the account has been reset I am able to call Spectrum Customer Care and got Melissa (from Texas). I made a complaint about my experiences with Lynn and the store. Melissa was amazingly helpful and super responsive over the phone. She clearly explained the reason for double billing and enable paper billing via mail so that we can have record of our Spectrum services. She treated us with respect and it was so easy for me and my friend to ask questions. We got everything resolved in 10 minutes. Hands down it was definitely one of the best customer experience – and it’s over the phone!

You would think that this store being the flagship store in Ft Lee would be staffed with many professional associates since it is located in a strategic location with above average income demographics. Coming from a strong management background, as I entered to almost empty store, my first impression was that the mannerism of the store associates was sullen and unfriendly – no eye contact, no smiles whatsoever (except for one person – Jasmin – keep up the good work there). Every individual store culture is different and can only be cultivated by the manager of the store (leading by example, ie prioritizing customer needs). Good store leadership leads to excellent services. Vice versa, a bad manager like this store will negatively impact the customer level of satisfaction. It’s no surprise that Verizon Fios is taking Spectrum business away by providing better technology and customer experience.

When I got home – I googled the reviews on this Spectrum Store. Guess who is the manager running the store? Well – Lynn of course! No...

I easily could've given Spectrum 2-3 stars. Only because of Brian Cobb, I'm giving him 5 stars. He went above & beyond to make sure I didn't need to come back to Spectrum the following day, to have my phones activated, due to the computers at Spectrum having problems, the line was long, & I had to wait well over an hour. There were only 3 people working when I got there, & one female employee just walked away & left the store with a very long line, & the manager didn't say anything to her. It was clear that the store didn't have enough workers to accommodate the line of people waiting. I was given misinformation from my original salesperson, but Brian was able to answer all of my questions & fixed everything perfectly. Brian Cobb was so nice, & he spent a longtime making sure both of my new cellphones were working properly. I can't say enough good things about Brian. I heard him tell his manager that he didn't get a lunch break at all, & it was already about 5:30pm. The manager should make sure that every employee gets their lunch break at lunchtime. When I realized my cellphones didn't come with a wall charger, my husband went back to Spectrum about an hour later to purchase 2 fast wall chargers. Spectrum didn't have those in stock, & the female manager told my husband to go to 7-11 to buy them. Brian Cobb then told my husband not to go to 7-11, but go to Best Buy, so we could buy Samsung brand wall chargers for our cellphones, which was the proper advice. Brian Cobb is an excellent employee, & I would absolutely recommend that anyone going to Spectrum Fort Lee store, ask for Brian Cobb to help you. You definitely won't be disappointed. Thank you, Brian for all of your help. I truly appreciate your time, knowledge &...

Brian at the Fort Lee Spectrum location really helped me after twice the phone operators messed up my account when i was moving. The phone operators tried setting me up with a new, more expensive account because "they couldn't do anything about the price" and told me to wait while they worked on the ticket. When I went to the store and Brian helped me, turned out they didn't even adjust the cost and for no reason i was paying more. My experience working with Brian in person fully convinced me I'll be going in to the stores from now on and not calling over the phone. Brian was OP and helped my fix everything and got me up and running! 12/10 for...