Spectrum Store — Local services in Town of Plattsburgh

Not so much the store, but the entire "service":

I’ve been stuck with the monopoly of Spectrum internet and home phone service for 6 years now and every year, without fail, there’s been one inconvenience after another, from slow-to-no service and some of the densest “Customer Support” imaginable.

And every year, a price increase, without any advance notice or tangible justification.

As a matter of fact, every time the price increases, the service level decreases.

Internet/WiFi slows, in spite of claims of improvement. I’m seeing the old “buffer” notice like in the “dial-up” days.

Home phone service is a sometimes service. I’ve missed calls because of no incoming, I have my own answering machine so that I can hear when a message is being left by the caller where with Spectrum, I have to check my e-mail for notification, then log into my account on the sub-par internet service to check for messages.

All will work well with the phone service for a while and then, suddenly, for no apparent reason, Spectrum’s “answering” will cancel my home machine so that there’s NO out-going message letting callers know that there IS an answering device. What they hear is absolutely nothing AND my machine won’t record for some reason.

I’m constantly “re-setting the equipment”, but it’s an effort in futility. Recently I was told that I needed an “up-grade” which would be provided “at no cost”. Spectrum sent me a new modem and router, all was installed, worked well and on the very next bill came an increase. “Service improvements” was the reason I received when I contacted Spectrum directly.

The spectrum.net web-site is, essentially, non-functional in that “settings” for service most often result in notice: “We are unable to up-date records, set preferences, modify service”. “Call block” of annoyance calls is non-functional. Trying to stop Spectrum “voice-mail” is impossible and on a recent “chat” I was told “You’re answering device is competing with Spectrum voice-mail.” It never “competed” before recently. I’ve had the same “device” for 5 years with no trouble. “You have to disconnect your device and change your telephone.” was the “solution” offered by Spectrum “customer service”.

The increases are, on average, 6 dollars monthly, compounded over the course of 6 months to a year, and as I say, no “advance notice”, no reason, no customer consideration. Contacting Spectrum is a complete waste of time because “options” offered are “pay the rate or drop the service” and again, they’re a monopoly in rural areas.

It’s blatant abuse and if not actually so, “borderline theft”. Equally, it’s utter disregard for customers/individuals.

A thorough investigation and audit of the company and practises by local, state and federal authorities is WELL PAST DUE! I’ve scoured the internet for “reviews” on the company and have found the VAST MAJORITY of other Spectrum customers are suffering the same or similar abuses. I’ve spoken with neighbours who are also trapped by the monopoly of Spectrum and have yet to hear a positive comment.

I will be pursuing actions with our local, state and the federal authorities with the hope that Spectrum’s monopoly will be legally ended and reparations issued to customers in view of the absolute disrespect and abuse suffered, for...

So, went in today to have some business taken care of and Ed was amazing. He is why I'm giving 5 stars. He was extremely professional and nice. He was very helpful and knowledgeable. ∆/∆/∆/∆ Attn: Management ----------!!!!!!!!-------------- The following is a reason Some may give 1 star. I want to let management aware of an employee there, who just makes the entire store feel suffocating and disgusting. I don't know what his name is but today, there was a young woman, and a much younger gentleman, besides Ed and the other, rude employee, was tall, skinny, and bald. This is the best way I can describe him. I wish I had caught his name, so, I wouldn't have to describe him this way because I am not trying to down him for his looks, at all. I'm only speaking on his complete unprofessional attitude. He was heard making so many negative comments and even, sounds, just so grumpy. He exudes such rudeness and was so very unprofessional, that it makes customers feel very uncomfortable and if not, for Ed or the other two, very nice employees, we wouldn't have wanted to stay to get things done, with your business. If anyone in management cares about their business' success and the satisfaction of their customers, someone needs to let that sad, angry, disgruntled man go on to a place, where maybe, he might find a better fit. Since, it seems, he is simply very unhappy with his job. We would not typically recommend such a thing because we would never want to be the cause for anyone losing their job but when someone is THAT horrible, rude, and unprofessional to people that he is there to assist, and really appears to not care at all about providing the best service for the company he is paid to work for, it just seems that he doesn't care or want to be there, anymore.

We hope that Spectrum takes this issue seriously. I'm sure that you want your customers to experience only the best service, possible.

Thank you. Also, a huge THANK U to Ed, a man who definitely takes his job seriously and who is for sure, in the right business. Not all people are meant for customer service. He displays such care and true professionalism to his customers. Which, is sincerely appreciated because if, it was only the other, rude guy, there....we would NOT AT ALL, continue business with...

The only review you need to read.

Make an appointment. It takes almost no time at all to do so. Don't just sign in and wait, then complain that you have to wait. This is all your choice. You have the right to just leave. No one is making you wait there.

If you are getting to the store right when they open, along with 3 - 10 other Zombies (people). Than expect to wait. Anywhere from 1 - 4 hours. Yes I am serious, you all did it to yourselves by all thinking to get there when they open. Because you and 20 other people thought the same thing.

Don't go in to ask some question about your bill. They aren't the billing department. Call customer service billing department for that. You are now wasting everyone's time by being in the store. And all you people paying your bill, why have you not used the app or the website to do this yet? Or even set up an auto-pay method.

If you need help with your phone, have you Googled your problem before coming in to complain how you don't understand your phone (granted those people likely can't make this far to see this review).

If you are there to return equipment/swap/pickup any equipment. Yes you have to sign in. Or use any of these choices, Make an appointment Bring old equipment to UPS Call customer service for all new equipment (takes about 2 days) and return old equipment to UPS

If the worst thing about this place is the wait time, then they must be doing something right.

Good luck to all, and make an...