Spectrum Store — Local services in New Philadelphia

My son is staying in this area for college. I called spectrum and got a plan established to his apartment on November 29th with the specification a few times with the rep that it was apartment B (there are 3 units at this address), to ensure proper delivery. There was previous tenants in this same apartment that used spectrum for her provider. Box was delivered on Dec 1st by ups, but was set on another apartments porch. On December 2nd - after going back his apartment, he hooked up the equipment with no issues. On December 4th, I get an email saying that I had a disconnect notice. I called spectrum dec 5th (the day I got the disconnect email) for them inform me that the rep opened the account in error - bc he (York-rep) forgot to put the apartment number (letter) on the address, which in the system made it look as if there were many devices for the same address. They needed me to return all the equipment and get a new account set up with the correct address. (not sure why they couldn't use the same equipment, and just add the correct apartment). After 2 hrs and 50 minutes on the phone on the 5th, they informed me that the original account (nov 29th opened) will be clear of any charges due to it being their error. But, after them trying to change the address, she tells me a tech is going to have to come out at my expense of $65. The previous tenant had no issues, and we had no issues until the error was made on your end. Even the tech that came thought how rediculous it was that he was there just to plug in a device that was previously working fine. The rep on the phone informs me that I can call the next day, after the tech leaves to have the that fee taken off, bc she couldn't do anything without a charge on the account. In the meantime, I get a bill with the new account information and charges on it, which are $20 more than my original plan (nov 29th set up). I called on Dec 6th, the day after the tech was there and spent over an hour on the phone this time. I was informed there would be a ticket put in for the tech fee, but I wouldn't know anything until at least December 9th and that the plan has been changed to the original plan with the same price I had agreed on in Nov 29th. He also told me all this information could be viewed in the app itself. I thought at this point all was taken care of - not so lucky. That afternoon in December 6th, I view the bill on my app and the plan hasn't been changed... AND, I just got a bill for the 1st account (the one they closed and told me it was a 0 charge). I have never in my life been so frustrated with a company and their inability to get things done. All they do is transfer from one rep to another.. I literally was transfered at least 7 times the first day and twice the second day so far, bc now I have to make another phone call in regards to the charges and accounts. I wouldn't recommend this...

Inefficient and I'm assuming employees are not trained very well. Was there shortly after noon on a Sun. Needed to replace a phone. Waited and waited and waited and waited some more. Watched my name on the monitors creep up to 5th in line, and that was it. The list grew to 12 people, and I'm confident nobody on the list would have been served before closing.(It was Sunday) What the hell takes so long for some of these transactions? And why do people keep disappearing behind the grey door constantly? If you can't get to or are not going accept walk-ins at all, your sales reps should tell them. I ended up leaving after waiting 90 minutes. I was so angry I couldn't see straight and wanted to rip out the speakers playing annoyingly loud music. What a waste of time from a company that charges way to much for most its services. No need for a form reply from a lazy customer...

No one in this store seems to have any idea what a sense of urgency is.

This is the 3rd time I’ve come in got on the waitlist and had to wait well over an hour. To even try and get service.

Right now there are 6-8 people and only one person actively working. She’s very kind but when you have this many people waiting it’s not very considerate to gab on and on about your personal life if you’re not capable of multitasking.

I’ve seen 4 other workers come out from the back poke around and go back seemingly not interested in helping.

The woman that seems to be the manager came out talked to 2-3 people who just came in the door but ignored the rest of us who have been sitting here.

Just overall feels like they do not honor anyone else’s time, and the employees don’t seem to know how to do their jobs in a...