Spectrum Store — Local services in New York

I've spent over 7 hours in the past 3 days dealing with this company over the phone...talked to over 15 customer reps. Here is my story: I ordered an internet only service and got internet + phone. they couldn't set up my internet service correctly because it's internet + phone... interesting... huh, I wonder who did this... No one can cancel my order except a mysterious department that I can't be transferred over to. I have my own equipment so I told them specifically that I didn't need a modem. but somehow I received a Spectrum box with a modem inside. Trying to be a good samaritan and more importantly to cut tie with anything to do with this company, I decided to return the equipment. Now I finally got a chance to visit their physical store! Yay!!! It felt like I finally made it all the way to an onsite interview!!! Needless to say how excited I was when I was on my 20 mins subway ride there. Great location, huge store front, fancy demo area, everything looks so bright & nice until I tried to talk to employees who work there. Let me paint you a picture: It's a big store. As I walked in, I saw many people were sitting in what looked like a lounge area waiting. They looked like they've been there for a while. I think there was a number system similar to DMV. Yayyyy, just what I was looking for. I was crunched on time so I walked right past them. sorry..Further down the hall, I saw 2 employees working with customers who were trying to return equipments. I thought I would join the cool kids there. I was directed by an employee to wait in line and then he was gone. After 5 mins, one employee poped out and delightfully & nonchanlantly asked everyone in line individually if they've already cancelled their orders and then she disappeared. There were some other employees that were just walking around/standing behind other employees watching them work/disappearing from the place where needs help. It felt like it's a construction site where, you know, 1 person digging a hole and 4 people watching. I wish there were more employees who would lend a hand to these poor dudes. After all, there were like over 10 registers in this big fancy store. I patiently waited for 10 mins and decided to leave the store (have to meet a friend for dinner. you know. Food comes first. I meant friends*). As I walked out, I handed the box (unopened) to one of the employees, who tried to tell me to go back and wait. No, I will not! I left and never looked back. It has been the most exhilarating moment in the past 3 days. Thanks, Spectrum. You have brought my life to a new level. bright side: I'm now much more resilient and more patient than I was 3 days ago. I know that Spectrum would ask for your name, your phone number associated with the account then your service address and would do so every time you are being transferred. so consistent! Just some good life lessons you know.

tl; dr: most equipments have a serial number. A competant employee would be able to track it back to your account. want to avoid the wait? Here are two solutions: 1. don't get Spectrum... too late... okay... 2. hand the equipment to one of the employees who's free. of course, you have to assume your own...

I have 8 accounts all thru New York State. If i had another option id have changed a long time ago. But TWC is essentially a monopoly. Ever time i have any issue,which is often, its a minimum of 1 hour ordeal, usually 2, between waiting for a representitive and then getting transferred numerous times to wrong person/department. Whenever you're transferred you then have to go thru the whole verification process again which is beyond frustrating. Yesterday i was told that i can not have my new internet modem activated till I return the DVR. The rep told me to bring the box back to the twc office and they can activate it. Within 30 minites of getting off the phone i was there. I arrived at 5:02 with 3 cable boxes that i carried thru the city. The man at the door said they were closed. Surprised, I look at my phone and see it 5:02. I ask him nicely telling him i was just told by their rep to bring my boxes now. I have them in hand and he can see its clearly a hassle to carry these to the location. He points to the time on the window and says 5 oclock we close. He refuses to let me return the boxes. I then spend another hour on phone getting transferred again 3 times to finally find someone who figures out the "coding" issue on the account and can activate my internet modem. Now the next day i have to spend 2 hours to travel back into the city with the 3 boxes to return them. Ill make sure to get receipts they were returned and that my account is updated properly. More than 50% of the time things that are done miraculously disapear or get bungled. Ive closed accounts before and 3 years later find a collection account on my credit from twc where the account was not closed and racked up fees and the boxes I returned im now being charged over $300 for. I then have to take months having the mark removed which affects my credit and hours upon hours writing letter and making more phone calls to get the issue corrected. At my place upstate if you do not reset or actively use the router at least every week the internet get shut off and you have to call twc to have them reactivate the sevice. They have some cheap method of saving bandwidth which shuts off modems not being actively used for more than a week or so. But its a sesonal and vacation spot so its not constantly used. But When you need it its not working. Theres another 30 - 60 minutes of my day to get internet. This is half of the nightmare with TWC. It never ends and everytime I say to myself nothing else could go wrong, sure enough it does. IF YOU HAVE ANOTHER...

This store at 43 W 23rd street NYC is a managment disaster! I came to simply exchange my old equipment because my WiFi during streaming was buffering so badly I had to give up watching anything on TV. I had spoken to a Spectrum person on the phone and they recommended that I swap out my equipment. The agent on the phone asked for the store that was local to me and said they’d put in an order so the equipment would be ready when I arrived. So rather than have equipment shipped to me, I went to this local store. Apparently, there was no order in the system for me. When I put my name in on the check-in tablet, it told me I had to log in as a “walk in” client. So I did that. My name was added to a list behind 24 other people (!) there were 2 Spectrum employees working at the counter, 2 people!!! The store is huge, it looks like an airline counter at the airport! It has 8 counters, but there were only 2 employees!! Not even close to the number of people required to handle the volume of people waiting. I waited for 2 hours and finally gave up. I left and called Spectrum and asked for them to make an appointment for me, the agent made it for first thing the following day. I returned the following day but the system did not recognize the link that the system had sent me for the appointment. And I had to put my name back on the “walk-in” list. I spoke to the manager and showed him the appointment link that had been texted to my phone and he couldn’t care less. He just said, “I can’t put you ahead of the line.” The wait was again unbelievable. I finally made it to the counter and swapped out my equipment. But now I have a really bad feelings associated with Spectrum. This is shockingly THE WORST CUSTOMER EXPERIENCE Ive had in a very long time. Next time, I will have the equipment mailed. I guess that’s what they wanted me to...