Spectrum Store — Local services in Kannapolis

This store is terrible. They don't acknowledge you and have gotten comfortable just responding to "the system." They don't understand customer service. I walked in, registered, and waited. I was 10th in line. I watched from the parking lot as the number went up to 7, back down to 8, and when I finally chose to leave 2 hours later, it was back down to 10. An hour later, it told me to hurry back to the store because I was getting close - I was at the 5th position. All-told, it took them 4 hours to get to me. I definitely didn't bother. They lost a sale and I bought my phone from the website.

I don't mind people using a ticketing system and I don't mind a penalty for not booking an appointment ahead of time, but the employees have a serial approach to the work and, unfortunately, don't have the customer service skills to make the customers feel comfortable in the interim. A simple, "Sorry about the wait everyone," would have put a lot of people at ease. I've been to this store 4 times now and have never once received actual service.

Do yourself a favor and do whatever you can to move away from Spectrum. Time Warner was great in comparison. Now that they've been bought out by Charter, you are nothing to them. You're definitely nothing to the two employees that were at this location yesterday. They wouldn't even bother looking up from the computer. I've worked every angle of this business. I've been in retail, I'm an Enterprise Architect, and have worked on the operations teams at call centers. 4 hours? This is beyond ridiculous. Someone needs to train the team here.

Head over to the location at Concord Mills instead. That's the only place I've been able to get actual service and met with a smile and not just ignored.

Update: To the Spectrum response: Wait times aren't the primary complaint. It's customer service. All your comment does is tell me that you definitely aren't going to fix this problem. I already felt ignored and now you've thrown a canned response at me that further demonstrates your inability to resolve or speak to the issue. Lame. I'm definitely not filling out a form and giving you more of my life than you've already taken. You have the details...

This was an interesting and frustrating day. I started going to the Concord Mills Spectrum store and was assisted by a nice, young gentleman. He had a couple of issues assisting but was very nice and really trying to help. Later that day I went to the Kannapolis Spectrum because it's closer to my house. It started off with a lady working there just being a rude person. Well, what do you know, I have to get that lady to assist me. Assist me? No, she was loud and rude and not helpful at all. She said she couldn't take my equipment because they didn't have the space to store it. Thing is, with Spectrum, you are supposed to be able to return your equipment at any store. Instead, she said I 'had' to do it at UPS. Well, I left there not being happy at all cause now I have to drive all the way home and all the way back to another place. I called support and the guy there, "D," was the most helpful person ever. I was able to go to the Spectrum store at Ikea Blvd and speak with Dylan, who had no problem taking my equipment and assisting me. I don't know what is up with the Kannapolis store but this is the second time I've had an issue with them. The first time, the lady told me I must have done something wrong when they were the ones that didn't do something on their end. She didn't even apologize. I will not ever go back to the Spectrum in Kannapolis and they should really be evaluated by corporate. Please don't work in customer service if you have no clue what customer service is. Bottom line is that I had to drive 30 to 45 minutes to each store and the only person that apologized to me about it was 'D', with customer service...

Worst customer service of any company I have ever dealt with. I have never had a proper resolution to any issue I have had. The last time I needed a technician visit, it took 12 follow up phone calls and 10 days before a technician finally showed up. Their service ticket system is broken from a customer stand point and an employee stand point. The follow up calls only happened after I was told someone would be there by a certain time and then never showed up. They also claimed to have called myself and my alternate contact multiple times and left voice mails which never occurred.They also like to bill you for services you didn't receive if you cancel your service before the end of the month. So 1 day of internet service is the same price as a full month of internet service. Here is their policy straight from the bill "Spectrum Terms and Conditions of Service - In accordance with the Spectrum Terms and Conditions of Service, Spectrum services are billed on a monthly basis. Spectrum does not provide credits for monthly subscription services that are cancelled prior to the end of the current billing month."

Not a company I will ever do business with again. They simply don't care about their customers. And after they have not provided internet very well, they have the audacity to ask if I want to buy more of their services. The answer is a resounding "No".

This is not an issue with one or two customer service reps. This is an issue that is embedded in the company culture and policies. I'm not mad at the people just doing their jobs, I'm mad at the company for not allowing their people to provide better service they...