Spectrum Store — Local services in Hickory

THEY TRY TO CON ME OUT OF MORE MONEY FOR CANCELLING MY CONTRACT WITH THEM... Listen very carefully if you see this comment!!!

So not long ago I stop doing business with them. I return both my modem and router to UPS store as they requested, and that UPS will do everything free of charge and send it back to them (spectrum). While I was there a UPS lady told me in advance that the receipt they give me is very very important and I should hold on to it in case the modem or router dont make it back to spectrum I can have the receipt to show that I did return it (what the lady told me will be very important later)... 2 weeks went past and lo-and-behold! I started getting calls from spectrum collection department talking about; oh, I didn't return one of my unit, and when I told them I return both and i have the receipt, they proceeded to tell me to read them the serial numbers of the devices on the receipt which shows the two sets of serial numbers and when I read them both serial numbers they said one serial number is not matching and that i must have return a wrong device or there must be a third device that I didn't return and I'm being charged $250 and must be paid. This is nothing but a big fat lie!, and a trick to milk me as much as possible for not being a customer anymore. They try to make up a bunch of BS to scare people into giving them more money for leaving them. Such a shoddy, deceitful and cunning business practice. They should be ashamed. I guaranteed this practiced come straight from the top... DO NOT GIVE IN INTO THEIR CON AND PAY THEM MORE MONEY after you have already return your modem and router. The UPS lady probably seen so many people returning or calling to ask for any conformation that they did return their devices thats why she urge me to save my receipt. She already knew that so many people was being contacted by Spectrum and lying about people not returning their devices... they can report me to the credit bureau as much as they want! They ain't getting another...

I visited the local Spectrum store in Hickory today and was disappointed by the overall experience. Despite having a 3-star rating, it seems that the store lacks the initiative to improve. I needed to return a modem to Spectrum and had the choice to drop it off at a UPS store or the local Spectrum store. Due to convenience, I decided to go to the local store. However, when I arrived just five minutes after opening, there was already a long line of customers, most of whom were holding equipment to return.

Unfortunately, I didn't have the time to wait in line, so I informed the staff that I simply needed to drop off the equipment and couldn't wait. The individuals behind the kiosks informed me that it wasn't possible, but I went ahead and slid the box containing the equipment (which had all my account information on it) between the two kiosks and left the store. As I was leaving, one of the staff members loudly warned me that I would be charged for the equipment. I replied with a dismissive "go for it" and walked away.

After this frustrating experience, I called Spectrum customer service to ensure that my account reflected the return of the equipment. The representatives I spoke with were polite and helpful. However, I can't help but wonder why the local store management doesn't prioritize improving customer interactions. In this day and age of advanced technology, why is the return process still so outdated? It would make sense to provide self-help kiosks where customers could easily scan their equipment and drop it off, especially considering that most people at the store seemed to be returning equipment.

Furthermore, I have serious doubts about the customer service training of the store employees and the values of the management. Yelling "you will be charged for that equipment" is not an acceptable way to communicate with customers.

If you have the option, I would suggest saving yourself some frustration and dropping off your equipment at...

Spectrum needs a bigger parking lot for customers because they have a lot of trucks in their lot. I had to return a receiver for one of my TV's. The return went fairly easy but took a very long time due to not enough employees in the store after an outage the night before. The new receiver came with very few instructions and I did have to call the Spectrum Tech Service to get the unit to operate at all. I was really disappointed that Spectrum has dropped this device manufacturer for a cheaper model that doesn't have the nicer bells and whistles on the remote and the black receiver box does not have a digital clock either...only a blue light on the front. This box has to be a much cheaper version and I do miss seeing a clock instead of just a black front and blue dot. But the Spectrum Tech advised that the new receivers did not have clocks on them for some reason. When you pay $7.99 per month and due to a unit failure you assume you get a similar unit and this one let's me see TV but I can't see that clock that has been there for 10+ years. It's just disappointing. The TV remote doesn't work as well as the old remote...so using old remote now. I personally don't think the new remote works as well as the old one because the buttons don't seem to to what I listen to on a You Tube video about all of them. I had a different time getting closed caption back on this TV also. Again not lots of information to assist except the tech support was fantastic. I've attached a photo of the new front of this receiver. The 2nd photo is our 2nd TV with our old type receiver. It's taking time to adjust for sure. The Technology Support group got your 4 Stars though. The new unit gets a 1 ⭐. Go back to old supplier for the better units please to keep...