Spectrum Store — Local services in Newport

I absolutely love spectrum as a service. I am not the type of person to even write negative reviews as I have worked in customer service and know people sometimes have down days. With that being said…. A few months ago I went to the Newport Ky spectrum location with my daughter. I was able to upgrade my phone and let her have my “old” phone, still very new. We both was excited. I was going to get a watch from Best Buy but asked them to wait and let me see what spectrum had to offer. We get to Newport and I am approached by a girl named Cole. I ask about the upgrade and watch. She’s very very quick in getting the sale. Types everything up and then suddenly I have to wait until the next day to activate the phone. She’s unable to help me with that….. I’m confused but it seems odd I am walking out of the store with a brand new phone and watch that neither are set up working. I’m not the type to be loud of angry in public. But she literally made zero effort to have me leave the store with working devices. I go to my car and decide to go to the Florence ky location. Where I am helped effectively and yes it took a long while to transfer things from my daughters phone and my phone and set up the watch but the ladies in the Florence location was patient and provided me with directions on who to call and how to get the energy moving in the correct direction to achieve a successful activation of my daughter and I service. I write all this to say…. I never wrote a review because like I said, I do customer service jobs. Sometimes we have bad days. However….. a few months later I had a situation where I dropped my phone in a lake. I was able to do a lot over the phone in trying to get my number (I use my phone to work and make a living) however I had fraud protection set up on my account. And I was told to go into the store and they would be able to help me verify myself with my id. I think nothing of my previous experience as that was done and gone. I pull up to the Newport Ky location and I walk in. I’m greeted by Cole again. I run her by my last couple of days and all the conversations I’ve had and the goal of me being there. I hand her my id. She asks me to put my number into the pad. She types nothing into the system says I can’t do anything with fraud protection on your account. I’m standing there dumbfounded So what should I do? Her you’ll have to call them again because I can’t do anything with fraud protection on your account. I say I just got off the phone with them and they told me to come in the store. So I start to push back as I remember the same situation happened before, this situation probably is a process and it’s gonna take a minute to actually get the fraud protection off so that we can transfer my number. She doesn’t want to deal with the process…. She makes zero effort in helping! She didn’t even try to offer a solution or help to find one. And as I left I told her I would go to the Florence location (30 mins from me) and I knew it would be a process but they would 10000% help me have a solution to the problem I had. I don’t understand why companies keep lazy employees who do not want to do their job. And on top of that I don’t understand why employees stay employees at jobs they don’t want to do! Don’t work at a job where the processes may take longer than you would like to spend on a task. Yes I went to Florence 30 mins away vs Newport 10 mins away. And left happy yet again. But Cole needs a NEW JOB! absolutely horrible customer service both times...

This review is directed to the corporate office not to the store specifically.

We canceled this service due to the internet being extremely slow and expensive compared to our new service provider. We did everything we were supposed to do as far as canceling and returning the equipment and we only used seven days of the billing cycle. We spoke to a representative that explained that the next business day (in the afternoon), the bill would be updated with the prorated amount. When we noticed it wasn’t updated we called Spectrum back. We were then told the complete opposite. Even though we canceled on August 30 and our bill went through September 23 as far as service/payment, they refused to prorate the bill and they stated that we have to pay for the entire month, even though we only used it for one week. They said it’s their policy and they are on a month to month billing so they don’t adjust the balance on the account even though someone cancels. They then pointed out that their policy is in the fine print; however, I don't recall that being explained to us when we signed up. The supervisor I spoke with told us they stand by their policy and she would use this as a training opportunity for the employee who gave us what we thought was the correct, reasonable answer. She then went on to say, “is there anything else we can...

This review is mostly about Spectrum as a whole. I looked all around for a basic customer service email address and used the chat with a representative but they could not provide me with one. I disconnected my internet service on the 25th of Jan but the representative on the line did not relay information to me that because my billing cycle starts on the 24th I would be billed for the entire month. Had I known this information I would have at least kept it another month and would have even considered going back to Spectrum and consider the deal they were trying to put together to win back my business. When I got the bill I thought it had to be a mistake since I had disconnected my line, and surely was not being billed for the entirety of the month, but when I called back I was just told this was their policy. Even if I was dissatisfied with my new ISP I certainly would not return my service to Spectrum knowing that they won't even give me half credit or prorate the month after cancelling 1 day after the billing cycle. Especially being unable to contact anyone meaningful to take care of my issue other than saying "sorry it's our policy". Sorry Spectrum, you've lost a customer of many years and why I can never recommend your...