Spectrum Store — Local services in Temple

A technician from Spectrum came to install my internet on 2/24. Initially he was unable to figure out how the underground cables were run and the builder of the home had to show him that they run underground. After that, the tech pulled the cables and snapped them in half. These were the underground cables that run from the tap in the yard. I called spectrum and was told maintenance would be out the next day to repair them but it could take up to 3 days. I followed up after 3 days and was told it could be 7-10 more business days. I followed up again the following week and was told that maintenance came out and there was no tap. They closed my initial ticket with no communication to me about what the issue was, no confirmation that they addressed the issue, and no notification that the ticket was closed. I explained to them that the tap was in the front yard and that the original tech was working in it when he broke the lines, so obviously there is a tap there. They sent me to maintenance who told me it would be another 7 business days but that they would expedite it and have it done in 3-4 days. I followed up once again and was told that I needed to go back to serviceability. Once again my ticket was closed with no communication to me. I explained that there is a tap and I’ve already spoken with serviceability and was told service was not an issue, maintenance just needs to repair the lines that a SPECTRUM EMPLOYEE broke. I was told again it could be 7 business days. I have called in at least 5 tickets at this point with no resolution. Each ticket has been closed with no communication to me. Dispatch called me tonight, left a voicemail to a number that doesn’t go to their department, and told me to call back. After calling the number they left, I’m told I can’t call dispatch and they will try calling me again. On every ticket I’ve called in, dispatch has not once tried multiple times to reach me despite promises from customer service that they will do so. I am paying for a security system and online streaming that can’t be used. I work from home and have to pay to work at coffee shops daily. This is unacceptable and Spectrum can’t seem to fix or take seriously the problem THEY caused by having an incompetent tech come to install my internet. I will say that the customer service team is extremely kind and help to the best of their abilities, however the maintenance, dispatch, and technicians can’t seem to do their job and get this fixed. If I had any other choices for internet service, I would switch in a heartbeat. I will NEVER recommend Spectrum to anyone! With the exception of customer service, they have been a nightmare to deal with. At this point I don’t have high hopes that I will ever have internet...

Ok, we have had Time Warner for over 8 years now. When it works it works well, but if you have any problems their support is very useless. I am a Network Tech, I understand how a cable modem and telephone service works and how the signals are sent/received. My cable modem has VOIP built in, over the last few months it would drop a call at random. I contacted the "Support" and let them know the modem is failing and explained in technical details what the diagnostic codes told me. At this point I was told to reset the modem and it would work fine. I explained I already had determined that there is a hardware issue, can I get a replacement modem. They then determined I needed a service call to fix the issue. Ok, fine send a tech, when should I expect him? 3 days... Ok fine I can deal with crappy internet and no phone for a few days... Tech arrives and disconnects my entire cable service and leaves. Doesnt inform me of any details. I call TWC back and ask what the problem was and when my internet/cable/telephone would be fixed. They said it was my fault the line is damaged and would need to be re-ran to my home. That would be $300 to have it repaired. As a tech I then took my own ladder climbed the pole and inspected the line no visible damage as claimed, so I ran a voltage test on the line for loss and signal quality both were perfect. Re-called and gave them this information, was told I can be jailed for tampering with cable services - a lie since repairing and testing a line is not tampering. They send out 2 more technicians both were morons, and I was getting frustrated with the lack of information. Finally tech says no outside problems, can we check your modem now? At this point I was ready to fall over because the guy seemed to understand the modem needed to be checked now. Tech came in said hmmm no output on the telephone side of the modem - it needs replacement. Guess what - he didnt have a replacement on his truck. Tells me he will be out in the morning with replacement. Sat at home all day with no internet, telephone, or cable tech no showed called timewarner back said tech tried to call me to verify I was home... Replied I have no phone since box is bad so how can he call... Wait until monday and he will come out and replace so took a 3rd day off of work to sit and wait. He comes out and the damn modem was defective - the one he brought to replace the current one. I made him hook my cable up before he left to bring a working box to me. I can understand problems but not stupidity. Geez TWC if FIOS was near me I would be...

My daughter ordered an iPhone Mini in the store. They had one but the lady couldn’t figure out how to get it to work so she said they would have to order one. My wife was going to pay for it in-full in the store. My wife said the lady who took the order was acting very suspicious, including hand-writing the receipt.

When my daughter received the phone she opened it. Apple doesn’t make it easy to figure out what model of phone you have. It’s in tiny writing on the back of the box. As soon as she noticed it was the wrong model she stopped. When we called, they said because she had “opened” it she would have to pay the re-stocking fee of $50. There was no exception, even though this was clearly an issue that Spectrum had created when they ordered the wrong phone.

We decided that since the store is where the mistake occurred that we should try to resolve the situation there. What a mistake. The lady tried to help at first, although when we explained the situation her first instinct was to go on the defensive. “Don’t blame me,” she said, “I didn’t do this.”

I handed her the phone. She attempted to swap out the phones but eventually said she couldn’t do it because the phone was shipped from the warehouse. I said we should just leave the phone here. You’ve already taken it from us. She handed the phone to my wife after saying several times she, “couldn’t be responsible for our property.” When I asked my wife, “why did you take it back?” The salesperson immediately insulted me, almost yelling at me, “you need to grow up, sir!” Even though I wasn’t even addressing her at this point. I then pointed out that Spectrum was being very shady and, as she walked to the back, I asked for her name. She said under her breath as she walked through the door, I kid you not, “Karen.” All was explained at that point.

Do not go here. The tech support for the internet was actually really helpful. We spoke to two different gentlemen who were very understanding. Even the call-center for the mobile billing department were polite, even if they couldn’t fix the problem caused by this location. They staff here seem to be poorly trained and have no customer service...