Spectrum Store — Local services in Palm Desert

7 days ago I tried removing a seasonal hold on our cable. It took 12 phone calls talking to 16 different people spread over many days, over 4 1/2 hours of phone time, both holding and being transferred. Come to find out they did not do a seasonal hold but just disconnected the phone and Internet as well for 7 months. During that time we had no security cameras nor alarm service. When tried to get service back I was offered a package deal + silver cable service, all for a promotional $134/mo..I accepted wrote down my order number that was given to me...... 7 days later when I arrive at my home and nothing is turned in, I am told that the promotion is over and they upped the price to $190/mo! I talk to 6 more people this morning over a 4 1/2 hour time period! End up with a guy named Stephan who is a “Lead” (supervisor)?? He had a huge chip on his shoulder and put me on hold several times..... my husband and I were discussing the lousy service, untrained personnel at Spectrum while I was on hold. Well apparently Stephan puts us on hold but listens to our private conversation while we are on “hold”......... he comes back on the line and says he does not appreciate us talking about his company in such a way! Well we said nothing that was untrue and after 7 days of talking to 16 Different Spectrum employees, we had felt our time was just wasted for far too many hours with no results from Soectrum. This is truly a poorly run company that thinks customer service is having you fill out an point system 1-5 “audio” call after each call that you have had with each undertrained employee! Spectrum has no respect for your time, their “customer service” is a joke! And their supervisor/lead Stephen was the worse of the 16 that I spoke with just for attitude Alone. He kept saying “ya know what I mean”..... over and over...... he sounded very uneducated and after hearing how we felt about Spectrum he really got defensive and rude! I will be looking into Hulu or Roku, as we don’t watch network shows....... only ESPN+, Netflix, and very little news. All around it was a HORRIBLE...

We needed to exchange a remote and went to the new store in Palm Desert. Had a similar experience to what happened last year where the store was totally understaffed and the service was ridiculously slow. When we walked in there were 3 people helping 2 customers. Then 1 went in the back and never came back out. Then another rep finished with a customer and went into the back, leaving 1 person helping a customer. The person we were sitting next to had waited over an hour to return a cable box, and we had no intention of waiting.

The store is a lot nicer than the previous location, but what difference does that make when service is terrible. You need to have more staffing at times where you know clients are coming in and have a way to allow customers to return/exchange equipment where we don't have to wait for people being sold cable or phone services.

I'd like to believe that you cared about user experience, but it doesn't seem that is the case.

This was my experience last year:

Wait times are ridiculously long and only 2 people were working when I was there on a Friday afternoon and each took breaks only leaving 1 person. And the workers are incredibly slow, and even take extra time with each client to try to upsell mobile services. I know they are told to do this, but it’s totally inappropriate when there’s a lobby full of people with a/c that works fair at best. They are helpful once you get to the counter, but waiting over an hour to do something as simple as return a box is absurd. They apologized to each person for the wait, but that means very little. One should be able to drop off equipment in 5 minutes.

I recently had a very different experience with a service call where my service was completely out. They were able to schedule someone for later that afternoon, and they called to have him come earlier. And the service person was great, fixed everything and made sure all tvs and Internet were working. This is the only reason I am giving 2 stars.

I hope Spectrum responds to this and starts focusing on better support at their stores, but Im not...

If I could give zero stars, I would… a horrendous experience… with a downed Internet, and not soon enough tech appointment, I drove to the store to swap out my modem (after hours of troubleshooting to no avail over the weekend)… which would have taken 2 minutes. After waiting 45 minutes, no end in site- and speaking with two managers, I walked out without being helped. In fact, they were gleeful to exercise their authority, making me wait behind all the customers shopping tablets and phones (which are lengthy appts). The manager even had the audacity to tell me to leave, go home, make an appointment and drive back later that afternoon…or to drive an hour to another store. Those were my options for what it what would’ve taken them two minutes to help me. They clearly don’t care about their existing loyal customers, and only about making new sales in the store. The Verizon service reps over the phone are great but once you walk in the brick and mortar store, forget about it. Clearly the two sides are not cohesive. I suggested to the store manager that perhaps they try and fast track people that need a very simple modem swap out, but they were less interested in helping a customer in need and rather interested in citing their rigid “store policy.” Seeing other similar reviews along with the stores “canned response” is pretty telling. When in the store, I actually called verizon customer service to try and help convince them to help me swap out my modem, and the “manager” actually said “she’s not my boss, I don’t report to...