Spectrum Store — Local services in Town of Ellicott

My recent encounter with the Spectrum store in Jamestown left deeply dissatisfied and compelled to share my experience. The cornerstone of any successful business lies in its ability to provide exceptional customer service. Unfortunately, my interaction with Spectrum fell far short of this basic expectation. The employees appeared disinterested, lacked enthusiasm, and seemed more focused on their own personal conversations rather than attending to the needs of customers. Such an apathetic approach to customer service is not only discouraging but also creates an unwelcoming environment. Waiting is an unfortunate reality when it comes to customer service, but the excessive wait times I endured during my visit were simply unacceptable. I waited almost an hour just to pick up a router. I was number 3 on the list for a long period of time and the list kept growing. The 3 customer service staff had no sense of urgency as the number of people waiting to be assisted kept growing. Two of the staff members disappeared into another room each time they finished with a customer for 5-15 minutes. Seems like they were taking a break in between assisting customers. While breaks are a necessary part of any job, it is crucial for employees to manage their time effectively and prioritize customers' needs during busy periods. This blatant disregard for customers' time and the overall customer experience left a lasting negative impression. Effective communication is paramount to a smooth customer experience, but regrettably, Spectrum failed to deliver. The staff member that assisted me appeared disorganized and did not give me clear directions on how to set up the router. I found out later that one of the reasons I was having problems with the new equipment (Modem and router) is that I needed to sign off on service agreement prior to having the equipment function properly in my home. That service agreement was sent to my Spectrum email account which I did not have access to since I had no functioning internet. I don’t understand why the service agreement wasn’t taken care of while I was at the Spectrum store. The customer service, communication, long wait times, and intermittent breaks at this Spectrum Store were an undeniable disappointment. It is crucial for businesses to recognize the significance of exceptional service and take immediate action to rectify these shortcomings. Clear communication, well-trained staff, and efficient processes are vital in building a strong customer base and fostering...

I just signed up for service through Spectrum. All locations in Pennsylvania are closed on Sundays, and I work Monday through Saturday.

So I called customer support and asked how I could get my router and modem as soon as possible, they told me not to have it shipped to me, but to drive an hour away to Jamestown, NY to get the equipment.

After driving 50 miles, I was informed by a very unenthusiastic employee in Jamestown that they cannot provide equipment to a Pennsylvania customer. I then called back into customer service only to be basically told too bad. The Customer support rep told be that of course they couldn't provide me equipment in a nearby state, and that I should have known that.

I regret signing up with Spectrum due to the unorganized and unprofessional manner in which they handled my issue and the obvious lack of care towards their incorrect advice. I will not be picking up my equipment, I will be considering competing Internet service with a better understanding of customer service...

I have to be completely honest and say that when I went in today to see if Spectrum could help me with my service, I did not have high hopes due to some disappointing experiences in the past I had prepared myself ahead of time, thinking i would have to change carriers. I couldnt have been more wrong! Ashley was amazing! Not only did she greet me with a smile but she also helped my elderly parents who were wirh me. She treated them with respect and care that is rare these days. She was knowledgeable and efficient. Her co worker Rick was equally helpful and they worked seamlessly as a team. Their customer service skills were outstanding. My husband and i were ready to call it quits with this company and Ashley and Rick changed all of that for us. We are very blessed by their care for our family and appreciate all of their help. We walked out satisfied, loyal...