Spectrum Store — Local services in New York

This place exhibited very poor customer service when I visited yesterday. I walked in and registered on the IPad as I was requested to do. I then noticed a payment machine in the corner. I walked up to the machine and see that there is a bill feeder and a cash option to make payments so I proceed to begin my payment process. I tap the screen and follow the prompts until it asks me to feed my cash in. I begin by placing a 100 dollar bill in the machine. At that moment, a customer service agent screams from behind the counter (while she was assisting another customer) that the machine doesn't take cash payments. I respond to her that it does, and it already did. She walks over and takes a look and appears visibly frustrated that I used the machine. I advised her that as a normal person, I came to the conclusion that it takes cash because it prompted me to submit cash. She said that there had been a problem with it and I respond that there should have been a big sign on it to not use cash. She gets the attention of another person who I assume is a manager or supervisor who also seemed frustrated rather than apologetic to me, the customer. They assured me the payment would post properly and I had to wait on line to complete my cash payment since it was more then the 100 I placed in the machine.

Never an apology or an explanation as to why the machine shouldn't have been used or why there was no sign on it. Or even better, why they just didn't unplug the machine to avoid an issue like the one I experienced.

So, as I type this, I have now deleted a program for the 4th time from my DVR, provided by Spectrum. It just doesn't want to stay deleted. Typical technical issues with them. So customer service in the store and technical service with equipment at home are really not that good. There are alot of room for improvements.

If only FIOS...

I was told by Spectrum that my equipment was outdated and needed to be exchanged. I also thought a self installation would be simple being that I was only exchanging equipment. I went into person to receive a new Modem i was told the old router was still compatible. When I went in person to the Spectrum store. I was given a new modem and router and was asked to bring the old one back. I returned home with the equipment provided and self installed. Nothing was working and after trying to troubleshoot it i called Spectrum. I was then told that the modem and router was not compatible. After that the old router stopped working and I was left with non working equipment. I was lucky enough to catch the same Spectrum store open for 10 minutes before closing. I go into the store and I am explaining to a older man he looked Hispanic the situation. He telling me that Spectrum customer service doesn't know what they are talking about and even starts to debate with me over it. Without listening to what I'm trying to explain to him and the other associate who was swapping out the equipment again proceeds to give me the same equipment new in a box. They didn't want to help me they wanted to get me out of the store which is sad. I go home again to reconnect the equipment for nothing to still work. The end result was Spectrum coming to my home first thing the next morning to resolve the issue. Such a horrible...

Review update: I went to this store today, no reservation and checked in, the wait was about an hour. In all fairness to the people who work here, they were efficient and helpful, and like many businesses, the lack of workers is due to nobody wants to work, they have open positions that they cannot fill. I can't blame that on a business.

Good luck calling the store, Spectrum only directs calls to the call centers. I visited the Richmond Ave store to find you need a reservation, there were like 5 people waiting and one person helping, big store with 10 stations, but one person working. So I figured I would call the Hyland Store made a reservation and by the time I got there I should be good, except there phone goes to a call center. Their Internet and tech support excellent, but if you want to terminate a service, it's difficult and time consuming, I recent cancel my TV service, it took 10 mins to speak with someone, they said no problem, just drop off the Xumo at any Spectrum store, no RMA, just drop off. But before I could cancel I also was sent to a department called retention, this the the department that will try anything to save you money to keep the service and upsell you before you can cancel, I was on hold for 50 mins, 20 mins after that my service was cancelled, but I still have 25 days left to get this Xumo...