Spectrum Store — Local services in Inverness

Customer service is everything! My 84 year old mother is moving out of the area due to poor health and can no longer live in her own. Part of closing down her home is closing accounts and returning equipment. I first went into the office on Friday, February 16th to ask a simple question. How many pieces of equipment does she have on her account so I can be sure I’m returning the exact same amount? I didn’t ask any questions about her bills or her account, just a number of pieces of equipment I need to return. I live 5 hours away and wanted to be sure that I didn’t have to return. The man who helped me didn’t introduce himself, didn’t make eye contact until he had to and was doing the bare minimum to be there. He said it was confidential and since I’m not on her account he couldn’t help me. I told him my mother was in the car and wheelchair bound making it a mission to get her out of the car, into her chair, and into the store. I asked him if he could please call her at the number she has on file just so he could tell her how many pieces of equipment and he refused. I again explained I live 5 hours away and my mom is elderly. I wasn’t asking any personal or billing information and he again refused to help. So, I had to go through my mom’s house and guess at what I was supposed to return. Yesterday I had to bring my mom into the office with me as I’m not on her account and I wanted to be sure it was done properly. Unfortunately, we got the same rude guy and my mom, who had spent 45 years in customer service was shocked at his behavior. She too agreed that he did the bare minimum and had the personality of a pet rock. I felt bad for the other employees who were working hard to make their customers feel welcomed and appreciated because that’s not the experience we had. This employee need to be placed in the back away from people because he doesn’t represent your company well. I would have loved to tell you his name, but he never gave us his name and only answered questions when asked multiple times and we had to ask the questions because he was not clear and concise with his answers. I’m glad Spectrum is not in my area because I will never do business with this company after this interaction. If management wants to know who this is, he’s an average size, middle aged guy with dark hair & a beard and sits at the desk closest to the door. I hope he’s not the manager because if he is, he...

This is our 2nd time in this store. The sign-in computer was not working properly. An employee was working names on a pad of paper and then entering them into the computer. We knew the wait would be over an hour, so we were prepared this time. Our wait was just shy of the (3) hours this time. The store was packed as it always seems to be. The employees were even more ride this time. While we waited for our name to be called, a gentleman of the Korean War era had come in and was quite understandably frustrated by the inoperable sign-in kiosk. When he expressed his frustration to who we believe is the store lead or manager, he was told to "Sit down. Be quiet. And wait for [his] name to be called" ... As we were pondering that disrespect, we overheard another elderly customer being disrespected and spoken to as if she were a toddler. She was unable to pay her bill at the bill pay kiosk (that wasn't working properly when we had been here last time). She went to an employee shooting behind a desk and appearing to not be serving anyone. She asked for assistance and was told they were "doing phones and [she'd] need to wait at least two (2) hours before they could assist her. She asked if they could just take her payment, but was told they'd need to pull up her bill and that being a courtesy, she'd have to pay for them to produce that for her. Another customer was explaining that her modem was not working properly. She told the employee that when she turned on her TV it said there was no service. She is paying for service, so she wanted help. The employee asked her if she was sure she'd turned on the TV and informed her she may just need batteries in the remote. After that reposted a few times, she was told to bring in her modem and they could exchange it for another modem, but before she brings it in, she should make sure her TV...

I give this store zero points for its service. When I went to the store to handle the business, the waiter didn't smile the whole time. Because of the slow network, I received a new machine last week. After I replaced it myself, I went to the store today to return two old machines (because I have two accounts). However, when returning the machine, I told the staff that I was only returning the old machine, (note‼️I was only returning the machine)‼️No need to close the account, but the staff actually closed the account. When I got home, because my child had to take online classes, I couldn't connect to the network. I opened the account to check and found that the account was closed! I immediately went back to the store to find them, and they actually told me that I said I wanted to close the account, and they said it was my fault for their own mistakes at work. Because I took two machines to return at the same time in the afternoon, if you want to close the account, you should close them together instead of just one. Later, a woman told me that this was not a business he was handling and that her manager could open my account again. It was really crazy. However, the staff who handled the business for me in the afternoon took a card and asked me to call the customer service to solve the problem myself. This is their service. I will find another company to replace this company as soon as possible, and tell all my friends around me at the same time that the service attitude is extremely bad! If you do something wrong and don't apologize proactively, but blame the customer for the mistake, such staff will make your company lose a lot...