Spectrum Store — Local services in Moreno Valley

Spectrum is the new kid on the block in terms of cell phones and moving to them was nothing short of a nightmare.

First, it is important to know that Spectrum is now allowing customers to “BYOD” – bring your own device. However, they only allow certain iPhones on the BYOD plan. Since my iPhone 7Plus was tethered to the carrier, I knew my device would be exempted and I would need to either buy a device from Spectrum or purchase from the Apple Store. So, I stopped into the local Spectrum in Hemet to ask some questions. I quickly found out that Hemet Spectrum is not yet equipped to provide cell service and are referring customers to the Moreno Valley location. They did provide what information they were able and even called the Moreno Valley store to ensure they could answer some basic questions. They did confirm that any of the new iPhones could be brought over to Spectrum.

I drove 45-min to the closest Apple Store (Temecula) to purchase the new iPhone XR. That excursion took about 5 hours between the purchase, transfer of data, and drive. This does not include the hours spent since iCloud did not transfer over any of my app username or passwords (I’ll save that for Apple’s review).

It took me about a week to make it to the Moreno Valley Spectrum (a 45-min drive) to get the phone connected, a regretful delay. When I showed up on Monday morning, I was told that over the weekend, Spectrum was no longer able to provide service for iPhone XR, XS or XS Max. What!? I returned home disappointed and perturbed.

I had to return the phone to Temecula and the Apple store was gracious in allowing the return. I tried to google a phone number to make a simple call to Spectrum in Moreno Valley, simply to determine if they had the iPhone XR 128G in stock as I was now without my iPhone. Apparently, the store does not accept customer calls and no one at the main Spectrum number knew how to reach them. Customer Service wanted me to order the phone and have it shipped, which was not what I was wanting.

Next day, I returned to Moreno Valley Spectrum to see if they had any phones in stock. Turns out they did, but not the color I wanted – but hey, I had already spent so much time driving back and forth, I wasn’t going to let color stand between me and my new phone. Black it is.

From there, it was a breeze. The new phone was set up easily and quickly. The phone purchase and even the startup of my son’s iPhone X (BYOD) was no hassle at all.

Now for the reason Spectrum received 3 stars after all the hassle of changing my phone and about 10 hours of hassle (drive time, purchasing/returning phones, research/investigation, etc.). Christian was great and knew his stuff when transferring over the phones but the real star is Norvella S.

Norvella is amazing! She is the one who made this whole process bearable. I may have given up transferring my phone to Spectrum had it not been for her (& some cost savings from Verizon). The first time I showed up to Moreno Valley Spectrum, Norella was the one who assisted me. She was kind, friendly, smiled, made eye contact, laughed and made a connection with me as a customer. She apologized for the inconvenience and gave me a card with her name, promising that if I returned, I could present the card and skip the line.

When I returned to the store today, Norvella was helping another person but when she looked up, she immediately recognized me and smiled. She allowed me to skip the long line and got right down to business. Norvella is the ultimate customer service representative that any business would want. Because I am a manager myself, I stopped on my way out to ask for her manager to tell him what a great employee he has in Norvella.

Incidentally, the manager told me that he is opening a store in Menifee (yay! – closer to Hemet) and that Norvella will be working there. So, if you move your cell phone to Spectrum, look for Norvella at the Menifee store...

On 3/28/24, I went to this location to return a modem. I did it out of curiosity, because they don't even know it their modem. It was the first that been in any of there stores. As I walk in, no one greet me. So I stand a few feet from their work station. I waited for over 5 minutes and then I ask this black girl for help. She ask me if I sign in, I told her no. She told me that what two small devices is for when you walk in, she laughed after. I then sign in. I then waited for about 10 minutes and noticed there three workers not doing any for the 10 minutes. First, the young blonde white girl, she just stand at here station and not making eyes contact with customers. Just looking at the shinny light. Second, the young white guy with the 40 years old virgin look on his face. This guy clean his station with gloves after helping a customer for 5 minutes. Then there the dumb black girl, I will explain why is now a dumb black girl. She at her station, pretending to work on her computer. I got upset that there are 3 customers waiting for over 10 minutes. I then started to record with my phone. I recorded about 2 minutes and they then call the guy that sign in after me. He too is returning equipment. I then ask why are you call him first, then the DBG(dumb black girl) told me that they don't want to help me, because I recorded them. I told her the reason that I recording, because they didn't help me or other customers. This DBG is a racist and she say all that while I still recording. It seem this DBG don't about black history, because when a black person discriminating against other race, it like saying " I will obey you white master". Maybe her parents never told her about black history or she is a high school drop out, or see want to be white. I going to release the 4 minutes video online. I call there corporate and complain. I told them that wouldn't write a review, if the store manager call me. I waited a week and no call. I figured out why they acting this way. If you return an equipment, they think that you are canceling their service. It could be that they are trained that way or it just this store. So if you returning equipment, try other options than their store. Finally, try to stay...

I have been having internet issues ever since I was given an "upgraded" box. This is the second time this has happened. I went to the Spectrum Store in Moreno Valley to try to get this resolved. I saw that there were many people waiting in the very hot store, I also noticed that there were only two stations working to help customers. One of the stations had two people working at it, taking a very long time by trying to sell upgraded services to the customer. I asked several of the customers how long there were waiting, most said over an hour. I watched how painstakingly slow the customer service people were working and asked the two employees working together why is it taking so long with customers waiting over an hour to be waited on, and that it was inefficient to have two employees working on one customer when so many are waiting. I was rudely and immediately cut off by (as I find out) the store manager Rolando, who aggressively stated that he was training someone! I told Rolando that I understand training employees, but when you have a lobby full of people training should not be happening and that you should be taking care of your customers. Rolando's reply was, "well, you obviously don't understand customer service, otherwise you would understand. I certainly understand customer service, I also understand poor organizational Leadership skills and failure to execute as a professional, perhaps Rolando needs retraining or is just in the wrong position with his poor attitude and low quality customer service skill set. I would rather have no internet service provider than to deal with an incompetent arrogant store manager that could care less about your loyal customers. EVERYONE in this store moves without a purpose in serving your customers which is directly associated with poor management and...