Spectrum Store — Local services in Kirkwood

I almost never do negative reviews but I had to. I went into this store a few days ago because T-Mobile’s towers have been down recently after the storm and my phone wasn’t working so I needed some service. I went into this store and spoke to Jim Povolish about getting mobile and WiFi because I needed my own WiFi at my house as well. I told him my T-Mobile phone had currently been getting like 2mbps and obviously I can’t load anything at that speed. I also tell him I just need the 300mbps WiFi because it’s just me connecting 2 devices to it. That’s it, & that I saw online that it was only $50. He says no, it would be $65 for the 300mbps and that it would go up after a year and be more expensive than just getting the 500mbps WiFi which is $75 a month guaranteed pricing for 2 years. He also said that both plan include free mobile service for 1 year. I asked him about throttling my days because I know they have a 20Gb cap & at T-Mobile I never got capped and i physically showed him my T-Mobile app and how I was averaging 45gb per month at high speed. He says that even if I hit the 20gb on spectrum that it would slow down but I’d still be pulling 500mbps on my phone (which to me I didn’t believe at all but whatever, he said I could still stream and everything just fine if I hit it). He also said he has never had someone use 20gb at spectrum(which once again made no sense to me there’s no way). But I trusted him & took the deal because he said it would be cheaper even though I only need 300mbps & I told him that. I asked him atleast 30 questions just so I could make SURE I was understanding everything and not be lied to. I get home and everything gets setup and I decide to call customer care ring just to see what they say and I get told that basically the 300mbps is $55 and it goes up by $15 up to a total of $70 a month & after the 2nd year it’ll go up another $15 and stay at that rate but either way it’s still definitely cheaper than the 500mbps. Especially because after the 2 years the 500mbps for $75 is going to go up to anyway so basically the 300mbps is cheaper always even though Jim said otherwise. So I told her okay switch my service to that. I then ask her about the mobile internet and I’m told I’ll be getting about 1mbps to MAYBE 5mbps on my mobile internet after I hit the 20gb of data which is also not what Jim said. That means I’d be getting the same speeds as T-Mobile even their towers are down which I specifically told Jim I can’t do that I need it to work. So now I’m stuck with this service & I’m definitely going to use 20gb of mobile data which is very irritating. I would have just gotten WiFi and go the mobile somewhere else. The lady switched my WiFi plan and asked me if I needed a modem and I said no I already have one. I then get an email after the phone call is over saying that she mailed me a modem anyway and that it’ll be here tomorrow so now I’ll have to go return something I specifically said I did NOT want. Besides the fact that the lady wasn’t even listening to me and acted like she didn’t care. She was very short and kept telling me “well idk” instead of atleast TRYING to help me. So I say all this to say that so far spectrum is by FAR the WORST customer service I’ve ever experienced at a wireless/internet provider. Even if T-Mobile sometimes had data issues recently they always had excellent customer service and would fix any mistakes they may have made. So far I was lied to in store and then given a bad experience on the phone too. As someone who has worked in wireless the last 7+ years, we never did anything like this to people at my stores. This place is a mess and if I could give them a 0 for all this I would. I’ve only had them a couple days and they have already pissed me off to the max. Jim Povolish is just looking for numbers not looking for what’s best for you at this store and whatever the lady’s name was on the phone for customer care also doesn’t care about what you’re talking about and when asking you if you want something and you say no she will still...

I seriously never write reviews, but this Spectrum store warranted one.

I’ve been having issues with my internet going out occasionally. I contacted customer service and they sent out a technician. Both Spectrum phone customer service and the technician were very respectful and helpful. We figured it was probably my modem. I made an appointment the next day to just switch my modem out in store, which takes 5 minutes maybe. I work from home so having good internet is important.

I got to the store and checked in. There were two workers, one helping a customer and one who was ending his shift. The only worker then asked me (after waiting about 10 minutes after my initial reservation time) what I was there for. I let him know and he told me that it would not take long to switch my modem but to sit and wait. Ok? I made a reservation for what then? At this point, he was still helping the other customers who were setting up new phone service. They were on the phone with their current provider and he was not doing anything.

I asked him how long I would have to wait and he just got very sassy with me. He said he needed to help the other customer first, and it would be over an hour until I was helped. Are you kidding me? It takes two seconds to give me a new modem. I get he was helping another customer who got there first, but having me wait an hour for this while he was just waiting on them to figure stuff out is ridiculous. He even told me I could go to another store (Maplewood), which I would have based on how rude he was being, but couldn’t since it was 15 mins before they close.

I think he could tell how annoyed I was getting and eventually just gave me a box with a new modem, which took ONE MINUTE for him to hand me the box and explain what to do. He let me know that I’d have to call customer service to set it up, and return my old modem to UPS, which is no big deal to me. I didn’t leave the store until about 6 (40 minutes after my initial reservation time), because of the worker being so rude. I’m not sure if they get commission based on signing up new customers, but I definitely would not switch to Spectrum based on this one workers attitude towards me.

After reading reviews, it seems like I’m not the only one who’s had problems with him. This specific store could be nice, but I will drive 20 minutes out of the way before visiting the Kirkwood, MO location again. I’ve worked in CS before while in college, and I get how tough it can be, but I’ve never once been as rude as he was towards me to a customer. Spectrum, you need to address the actions of this worker ASAP.

I will admit, all Spectrum phone customer service and technicians have been very helpful in trying to help me figure out what was wrong. I just do not think this employee represents my other experiences...

Last night I plugged in my iPhone 12 to charge. Woke up this morning to the “black screen of death”. Tried to follow the online instructions to get it rebooted and it didn’t work. I’m getting older and crankier and expect for phones to work longer than a year. I also expect the place where I buy something to be able to fix such problems. When we got these iPhone 12s last year a lady helped us get them set up and exceeded our expectations, previously we we AT&T customers. So today we drove from our home in Cuba (Missouri) back here hoping to find the same lady working. She wasn’t. The first person to help us today was Blake. He politely listened to my rambling about getting this iPhone 12 here last year plugging it in last night and waking up to a personal message from Tim Cook, “the black screen of death”. By plugging it in to a charger he determined that it wasn’t dead in more of a coma. Konna quickly proved that oft times the best man for a job is actually a woman. He handed her my phone and in less than 20 seconds the apple appeared on the screen. She told me what she did and my response was “I know, that is what the online instructions said to do.” The difference being that it didn’t work for me and you got it fixed the first time. I won’t be buying an iPhone 14. If you choose to get one though I’d recommend getting it from Konna because she is an expert in “service after the sale”. I get so tired of these automated systems. We will remain Spectrum Mobile customers because we know that Konna and the other employees at the Kirkwood Spectrum store can fix whatever...