Spectrum Store — Local services in Town of Cheektowaga

Should be ZERO STARS! Cable box failed. Could not view pay channels. Called tech support. After death by auto attendant, I got a fantastic support person. Work schedule would not meet tech visit schedule, so I agreed to exchange the box at this store. Was without many channels for 8 days. Exchanged box on Saturday (today) at 1015. New box was dysfunctional!!! Determined after an hour on the phone with auto attendant AND human tech support. Returned bad NEW box to this location. Staff helpful, but less than cheerful. They were clearly unhappy to be at work on a Saturday and openly stated so. Recognizing my earlier visit, a young female associate did allow me to skip the HUGE line of waiting customers so I could exchange the "new" (7 years old and refurbished) box for a substitute. This box did boot and start, but neither "new" remote I was issued TODAY could operate the "new" box, so I had to call tech support AGAIN!!! After another wasted hour, the phone tech tells me that "those remotes are old and don't work with the box you were given". I was offered the ability to receive a replacement remote by mail or I could go to the Spectrum store AGAIN to swap out the non functioning remotes for the correct units. I live in the city and cannot receive packages of this size through a mail slot AND Spectrum will only ship to your billing address, so I couldn't have it shipped to the address where I receive larger items safely. Voila, another trip to the Spectrum store to replace the remotes and another wait. It is now 1539, my system will not function normally and I have no more time to return to this store until next Saturday. Simply put, I've been without my expensive cable tv service for more than a week. I have wasted 4+ hours, today alone, trying to get it to work properly. It appears that this will continue for another week. I intend to share this HORRIBLE customer experience with as many people as possible. I am disgusted and will immediately review my options for internet and television. I cannot fathom that the level of dysfunction I've experienced in this case could even exist. Dumbfounded!!! No one should experience this level of ineptitude. Imagine being a non tech savvy senior (psst...I mean your Mom and Dad). Run from Spectrum as fast...

This was not a pleasant experience the recent two times I've been there. Both times as soon as I walked in the door I was attacked by loud and way over-zealous customer service agents, which for some strange reason were wearing a headset like they were taking orders from a drive-thru window, which clearly the facility does not have. As I approached the touch screen panel to sign in, they jumped in my way and tried to push the buttons for me and made it much more difficult than it needed to be. In fact, on my first visit, the agent couldn't understand the spelling of my name, and finally I just gave him an eye and said thanks, let me do it. It's a touch screen panel that asks your name and the reason that you're there, it's not that complicated. Then, again both times I was there, the customer service agent behind the counter was only able to give me the most basic of service, and the primary or a large portion of the reason for my in-person visit was not addressed. In both cases, the agents flat out told me they couldn't help and I would have to call the 800 number. It's clear that their training and responsibilities barely allow them to perform the most basic of functions, those being the acceptance of equipment drop offs, billing and account issues, and handing out new equipment. After the second visit, with a little more diligent work on my part, I was able to find the actual answer to my issue on Google. Furthermore, there was some sort of convention going on, presumably a job fair, with way too many people in too little space, and it was so loud that everyone at the counters had to speak excessively loudly to hear each other. A quick scan of my eyes seemed to reveal that it was mostly employees, and not many applicants. Why it is that such an arrangement should be so loud makes no sense to me. The only reason I chose this location for my last two visits is that it's very close to a new job I started recently. Had it been more convenient, I would have gone to the office in Batavia, where historically my visits have been much more productive....

Make sure you get any promotion in writing.. I went in there and they told me that my promotion was running out on my internet.. I haven’t had cable in about 4 years and was thinking I would get it back if the deal was right. I was paying 44.00 for internet only and it was going up to 65.00. They said if I get the “pick10” promotion, they could get me a package deal and I would pay 72.00 after all taxes and fees.. it was more than I wanted to pay but chose to do it. After the first month, my bill was showing that I was paying 65.00 for internet.. I called them and said they saw was the accociate did and gave me a credit of 21.00 and I thought everything was good.. this month I received my bill and it was 95.00. I called back thinking it was a simple fix. I talked to someone and they told me they couldn’t help me at their level and would transfer me to retention. I told them the situation and after 20 minutes on hold, they told me there was nothing they could do. The employee told me wrong information and the best they could do was 82.00. I told them that wasn’t what I was told and signed up for. I told the I was very disappointed and wanted to cancel the cable part. I asked if there was anything I could do for just internet for all the misinformation and they said no and it would be full price at 65.00 a month. Needless to say, I cancelled everything..spectrum thinks they have everyone where they want them because they are the only one I the area.. they will never see another...