Spectrum Store — Local services in Spring Hill

Incredibly poor customer service by representative Leo and complete lack of professionalism. Buyer beware - despite terms and conditions outlined by Spectrum this store( or at least Leo specifically) takes it upon themselves to make rules and decide who they to do business with.

When looking to make the most of my unlimited anytime upgrade plan benefits , Leo advised I was ineligible. When reviewing the eligibility requirements outlined in the terms and conditions by spectrum- my device met all requirements. There is a fee for damaged phones which I was prepared for , but Leo advised my working and operable phone was too damaged. However , Leo refused to upgrade my phone nor offer alternative solutions- he never asked for identification or reference to my account.

When asked to speak with the manager he advised he talked to him on the phone and via a message and his manager said no and would be unavailable to speak to me until another day - despite actively communicating with Leo with me standing there. He then received a call on his personal device and said oh this is my manager and left for 10 minutes to come back and say o ya he said no. (As a side note, there was another representative who noticed me standing waiting for Leo to come back from his call and offered a chair- despite mid escalation in an empty store - this representative was kind and courteous and unfortunately his badge said “trainee”)

When asked where in the terms there was anything to support I was ineligible he advised on all sales he has discretion and at this time despite the terms and conditions set forth by Spectrum for the services I have paid for -Leo was using his discretion to not sell to me personally. When asked what devices would meet Leo’s requirements for the plan, as I have multiple lines with this plan. He advised he can’t speak to assumptions he can only make the decisions when looking at each phone each time. Furthering the idea, Leo makes his own decisions without regard to policy by Spectrum and is unable to explain Spectrum products effectively to customers. When advised this is a binding contract an agreement based on me paying for the service and the terms and conditions provided by Spectrum. Leo’s response was simply “here at spectrum we don’t have contracts” . On multiple occasions , I asked for terms and conditions for the plan to support His position, and was consistently met with him advising he would not be selling me a new phone and it was just simply his discretion.

Ultimately, customer service was happy to assist me and confirmed my...

Went into today after checking online about my eligibility to upgrade. I paid the amount necessary to be able to eligible, and went to the location to discuss upgrade options.

I was initially helped by Ignacio, who was polite, friendly and helpful. We were laughing, just shooting the breeze, as he literally led me to each phone option, and discussed the pros/cons of each phone. Ignacio made it easy: he knew my needs and budget, he demonstrated a keen knowledge of the products, and was able to help me make up my mind fairly quickly. Bingo Bango, we're cooking with gas, everyone is happy....until.....

Ignacio went to get another associate, who walked up, and without looking at me, inspected the phone, saw that the screen was cracked, and smugly said, "Screens cracked, not eligible for upgrade". He put the phone down, and walked away...Without ever looking at me, or acknowledging that I was standing two feet in front of him. No, "Oh, I'm sorry sir, but this phone is damaged and therefore not eligible for upgrade...let's look at your other options"..NOPE. 🤦🏻

To his credit, Ignacio recognized what had just transpired, saw that I was (ahem) "displeased", and he DID start to offer other options.

I don't know if Grumpy Gus is a supervisor, and I couldn't care less if he is coached, punished, (or whatever) as a result of my review, but at the very least, I want to be sure Ignacio gets the credit he deserves, for somehow mastering the ability to be personable, empathetic and helpful, while performing his duties in such an assuredly stressful position.

It would be easy to devolve into a bitter, spiteful, miserable employee who takes pleasure in providing terrible CUSTOMER SERVICE, like his co-worker. Kudos to Ignacio for not doing so.

I give Ignacio FIVE STARS. I give Spectrum one star for placing Bitter Billy Boy in an apparent position of responsibility. Maybe higher-ups aren't aware of how he is representing the brand 🤷🤷🤷

You're awesome, Ignacio!...

July 20th 12:00 right at open. I'm not sure who the lady you had on for reception was but I sincerely hope she was also just having a bad day- not that her customer service is always that atrocious. Older lady. As the greeter it is her job to welcome people in. With how she acted I am beyond glad I canceled my service. I came to return my equipment. I did not have boxes as I had a messy falling out with my roommates. They already threw away the boxes. I had all the cords still connected to make sure I HAD the cords. I understand it looks messy. It's not how I wanted to bring them either. However she was short, snippy, asked me if I already canceled my service. When I said yes there was not a single ounce of care nor kindness in her way if dealing with me. You can mention needing boxes or preferring them packed nicely. Hell I would have stepped outside to take the cords out and wrapped them if you asked. However she took the items from me and started being really degrading? Saying straight up "its was a mess" and other just rude snips. Not at all how you should treat a person. I was so caught off guard when I asked her again how to be sure the equipment was to be marked as returned she seemed upset and irritated she had to explain to me again that it would be scanned at the warehouse. It's your job to explain. Jusy because I am no longer a paying customer does not mean I was never one. Being treated like this is how you loose customers or at the very least future customers because ths burned the bridge for me. I am only staying with my friends for a year before moving into my own place. Needless to say I will not be coming to spectrum as my service provider at that time.

Again. Sincerely hope she is just having a bad day otherwise- transfer her department. That is not how you want your greeter to be in a...