Spectrum Store — Local services in Harlingen

A World Left Behind

On January 9th I switched Cell phone carriers from T-Mobile to Spectrum and although the phone service is good the Customer Services, I have experienced has not been good. Customer Service Representative who was everything but Courteous, lacked bed side manners or people skills. His demeanor appears as if he does not like his job, but I told myself I would make the best of it (BIG MISTAKE).

I needed to replace my Note 20 5G and requested the S24 Ultra in Amber however was told: “sorry, your only choice is the S23 Ultra in Black”. I asked when the S24 Ultra in Amber would be released. He said he did not know and there was already a 2 week back order on it so it may be a while. Being that I needed a phone I stupidly agreed to the S23 Ultra in Black, however, was sent to Brownsville to pick it up.

Two weeks and the phone start glitching like a strobe light I called on Jan. 27th requesting to exchange the phone, they said sorry it was past my 14-day period which expired Jan. 23rd and that I had to contact the Warranty Department or pay a $250.00 deductible.

I was asked to contact two repair stores one in Edinburg and one in Mc Allen both said they did not have any parts for the S23 Ultra.

My phone screen was black, and I could not take or make calls. I went into Spectrum several times until I was assisted by a representative who appeared willing to help, he recommended I contact CPR Cell Phone Repair in Harlingen. I was greeted by Cesar who was very helpful and instructed me how and where to file the insurance claim. I was charged $30.00 to replace the screen, super simple and easy in less than a total of 45minutes and it was resolved. It was a bit frustrating just thinking of all the unnecessary hours making calls and running around the staff at Spectrum Store had me do, on top of the 10 days I was without a phone, how I wish Cesar worked at Spectrum, it would have saved me time and headaches dealing with the Spectrum Staff.

As for the owner's response, it's as unapologetic, unsincere and genuine unpersonalized, it's a lazy cut and paste response to all your bad reviews. It's no wonder your staff are the way they are. They have a perfect example.

FYI I've also submitted my review on your Facebook...

This company has wasted so much of my time. I had nothing but problems with spectrum. The internet itself is OK, but company is a joke. The two most notable incidents were..

Signed up for spectrum mobile, they sent us a third iPhone by mistake and it caused a whole array of problems over the course of the time we had spectrum mobile. Also took a week to get phones unlocked in order to sell, as we were moving and couldn't sell them until the unlock was complete. First they unlocked the wrong one, then for the other phone I had to call in 3 times because nobody was putting in a ticket to have it unlocked. The first request to unlock my phone, I was accused of not returning the spare phone we got, even after I had said I returned it months ago.

Had some maintenance scheduled for a Saturday morning at 7 AM. Waited all day, with multiple promises that someone would be there within the hour, and then any minute, you know the spiel. So finally, they admitted no one was coming (this was by 7PM, mind you) and that the guy who was scheduled to arrive did not show up to work that day, and that Sunday morning I was first on the list. Same deal, waited all of Sunday, couldn't make it to my nephews birthday party, and by 8PM I was finally told that someone would come the following weekend. I asked for a manager and they said they understood my frustration and gave us a credit for the rest of the year, and it made me feel a lot better about the wait. Great right? No. 2 months later, I found out that I was /not/ getting a credit, they had just downgraded my internet to a lower speed plan, to make it look like they had given me a discount. Then it made sense why my virtual meetings were having glitches and latency at work. So that was a nice slap in the face from spectrum.

If I can give you one word of advice, it...

The local Spectrum office is pretty good! But their online service is a mess. Called today because the BOX wasn't working AGAIN. Reset the box, ran through the usual gambit of requests and button pushing. Online support sent me to CHAT: "It looks like you've already tried to fix this problem by resetting your set-top box. If it has been more than 10 minutes and you're still experiencing problems, please chat with an agent." CHAT took too long, then I got kicked of for inactivity despite the customer service agent taking too long to respond since they handle multiple VALUED CUSTOMERS at a time! The final push of the dagger to the heart came when the website itself insisted that I log off for inactivity! The first agent, Winonia B. disappeared off the chat for inactivity; my next agent, Jeremy, tried hard after having to re-identify myself all over again. Then I called their 877 service and dismissed the agent for taking too long (over 30 min.) to reset the box: apparently stage L-3 takes the longest. WILL STOP BY MONDAY TO RETURN THEIR BOX GIVEN IT IS USELESS, some DVR recording pixelate, freeze, then mute. Sorry Judge Judy for Spectrum's treatment! I will stick with the internet service, seek out the best internet TV service online. GOOD RIDDANCE SPECTRUM CABLE! UPDATE: Spectrum bricked my modem, now I MUST use their own! Every night my WIFI crashes; I end up shutting it down. Cable is gone! I could not afford their $5 a day service, $1.50 a day is more reasonable for services I can only use when at home. More competition in this market is needed to drive...