Spectrum Store — Local services in Town of De Witt

I attempted to open a new account while simultaneously transferring the same phone number I've used for years from a Samsung S10 (active on an account to be closed) to a Samsung Flip. I called Spectrum and was told it couldn't be done. They could activate the Flip on the new account but not with the same number that I've had since the invention of the cell phone. A day later I called Spectrum and tried again. The agent I spoke with that day told me that I would need to open an account at another carrier (Verizon, T-Mobile, etc.) and have them "port over" my long-standing phone number to the Flip. Then "after about 6 months" switch back to Spectrum. A few days later I called a third time and dealt with a patient, responsive agent who spoke with her colleagues and told me that she would call me the following day. To her credit she did exactly that but she too was unable to activate my new phone using my desired number.

I decided to try my luck in person at the DeWitt store. I had positive experiences there on at least two previous occasions when Jalen and Byron helped me with routine issues. Both men were courteous and seemed knowledgeable. When I arrived at the store with the challenge outlined above, I was greeted by Ahmed.

Ahmed listened intently to my situation and assured me that he would try his best to resolve it to my satisfaction. Indeed, he tried various strategies but to no avail. He then got on the phone and spoke with a Spectrum tech guy. The two tried for about 20 minutes but still weren't able to get the Flip to work using my beloved number. Although I was at Ahmed's workstation for about 30 minutes or possibly longer and there were many customers waiting to be seen, Ahmed was as cool as a cucumber and as patient as a saint. At no time did he make me feel as though I was a nuisance or that my request was unreasonable. He gave the issue his full attention throughout as if I were the only customer there. After working with me for about 40 minutes, he informed me that the tech guy "escalated" my "support ticket" (read, the tech guy passed the problem on to someone savvier). Ahmed gave me the "support ticket number" along with a phone number and directed me to return the following day, noting that he wasn't scheduled to work the following day.

The next day I returned as instructed and was called to a workstation staffed by a blond female with a bad attitude and too much eye makeup. When I showed her the information that Ahmed wrote down and asked her to call the folks that Ahmed spoke to she acted as if I was asking her to perform open heart surgery. In short, she brushed me off, refusing to call anyone on my behalf. TBH, I was somewhat relieved. She didn't appear to be up to the task anyway. She should limit the scope of her activities to equipment distribution and leave real troubleshooting to more capable staff.

I made an appointment online (highly recommended) and returned the following day. I waited until Ahmed became available. He clearly recalled his efforts on my behalf two days prior and picked up exactly where he left off. After speaking with the tech people, he told me that he believed they may be close to a resolution. He said the tech folks were to call him back soon. I left and returned an hour later. As I approached his workstation Ahmed said, "good news." He grabbed my phone, inserted a SIM and using another phone he dialed my long-standing phone number. My phone rang and it was music to my ears.

Ahmed is "excellent customer service" personified. His patient "can-do" attitude is a model for all customer-facing personnel. Unlike his female counterpart he never made me feel as though I was a nuisance who should just go away. He is competent and knowledgeable. He should wear an "S" on his chest (for Spectrum, of course).

I've been a Spectrum Mobile and Internet customer since they acquired Time Warner. My experience with Ahmed, and to a lesser extent Byron and Jalen, has solidified my loyalty...

I’ve had a change of heart after dealing with this location 4 times over the last 2 months. The level of deceit and confusion is incredible! I sat and waited for a customer service rep to call me over. There were 4 reps. 1 with a customer, and three with no one. Finally, the only one that had a customer finally finished and called me over. She started out telling me I wasn’t listed on the account, but Ben though the account is in my name and Inpay the bill every month. All this to return a router.

Last month I was there twice. The first trip was return a cable box and to see if I could get a reduction in my incredibly high bill. After being told by Brianne that she could reduce my bill by $70-$80 a month, I left pleased. However, a month later, David, the manager, said that was a mistake and that the only way to reduce my bill was to sign up for their cellular service.

Since they never credited me for the cable box I returned, I visited the store and spoke with Naz. She was very nice and took care of the cable box issue, but couldn’t help me with the savings that Brianne had promised me.

David also said they would ship me a new router. Instead, a few day later, I received a text and an email mail stating I had to pick up a new router. I visited the store again and spoke to Chris. He was very cordial, and put in a new order to ship me a new router.

Long story short, this has been a very troubling experience and I can’t wait to discontinue my service for other Spectrum.

They don’t do what they say they will, and care very little about the customer, unless you are in the market for...

I wanted to say how completely satisfied my family and I were with the customer service both Luna Bogucz and Michaela Rodriguez gave to us when we changed our mobile service to spectrum! Both were very helpful in answering all of our questions and taking the time to explain everything throughly to all of us. Luna even helped me when I had a problem sending the phones back and suppied all the necessary information I needed! I am a retired College Instructor. After teaching Consumer Behavrior at the collegiate level for over 30 years it is so impressive to see such wonderful customer service! It says a lot about Spectrum and its people! You cannot beat the price for the plan and the service, believe me I would know! I am completely satisfied and would recommend anyone who wants to have the best mobile service for the best price to stop in and see Luna, Michaela and the rest of the outstanding customer service representatives...