Spectrum Store — Local services in Town of Queensbury

I waited three months to post this, it is still true: Worst phone store staff in the region. Five weeks ago, I purchased a Galaxy S24 Spectrum Mobile on RT9 in Queensbury. On Sunday 12/2/24, my phone locked up. I could not get it to work, the screen would not change, it was frozen. After two hours of trying, I went to the local store on Rt9, just north of Quaker Road. They were not busy, and I was assigned to Brandon. I handed him the phone with the frozen screen and said “It’s stuck. Can you help me?” Brandon looked at me and said, more or less, there's nothing he can do. I asked if he knew how to reset it, to restart it, and he said no. [They sell these machines, it's a current model, I just bought it last month at this store.] He looked at me like I was crazy. I am just an average 70-year-old man, and I am a customer

I asked why he would not know how to reset it, he said "We are not a service center." Nothing more. Simple, short, minimal answers. Note, that is not what I asked. I continued and said "But doesn't this have a warranty?" "NO. Not with Spectrum" He pointed out that I hadn't purchased the $5/mo extended service policy. He offered nothing more. He stayed silent, looking at the computer monitor, ignoring me. I asked "What can I do?" Looking annoyed, he said "There is a guy at the mall who fixes these, but I think he's closed today." Me: Wouldn't that affect the warranty? Again, "What warranty? You'd have to mail it to Samsung." Again, he looked at the monitor and ignored me. His lack of empathy, his refusal to even try to push the buttons to make it restart, and his admission that he knows nothing about the phone, really hurt. I felt like a fool, he could care less. I had a huge problem; it didn't matter one-bit to Brandon. Overnight, the battery drained and the phone reset itself.

I came back the next day, Monday, when the manager was there. Brandon was also here. He, once again, with as little warmth as possible, defended his answers, and the manager just watched. As did 4 customers and 4 other staff members. I've been in customer service nearly daily since 1980, this was about the worst, ever. I said to him, in front of everyone, "If you worked for me, you would not have lasted." And I left. If you go, be very careful, get names, refuse any upsells. I think they are on 100% commission for sales and ONCE THEY HAVE YOUR MONEY , THEY DON'T CARE AT ALL. Do not expect any help if you have questions about the product after you buy it. They have nothing to gain by learning anything about the products. Apparently, they are taught, at least at this store, is to do the very least they can do, whenever possible, as another pigeon will walk in to replace...

Absolutely terrible customer service!!! This review reflects my most recent experience, which, sadly, mirrors many past disappointments. From the moment I entered the store, I was met with a greeting that felt insincere—a casual “what’s up bud?” from an employee who clearly lacked enthusiasm. I had upgraded my home internet speed online that very morning, which necessitated ordering a new modem to be shipped to my home. Immediately after placing the order, my internet went down completely. Although a reboot of my current modem restored connectivity, my download speeds plummeted from approximately 600 Mbps to a range between 20 and 200 Mbps. I explained that I had called customer support and was told I could pick up the new modem at my local store. The phone agent mentioned that if more than an hour had passed since the upgrade, the order couldn’t be canceled—but that I could simply return the new modem along with my original one. After providing my service address, the store employee retrieved my account details, only to glance over at a colleague who remarked, “I hate it when the call center tells them these things.” When I presented my ID, I was informed that I wasn’t listed on the account. I then suggested having my wife come in, as she was waiting in my truck. As me and my wife walked back towards the store, the employee stepped outside and mentioned that his manager had instructed him not to issue a new modem, inviting me to speak directly with the manager if liked. I then approached the manager, who, like the first representative, seemed disinterested and repeated the same unhelpful information, showing little concern about the drastic drop in my internet speed. I left the store extremely frustrated—ready to cancel my service if not for my need to work from home and the lack of alternative providers in the area. Fortunately, this will be relatively short-term, as crews were installing fiber outside my home the day prior. When I inquired about the provider, they confirmed it wasn’t Spectrum and that they’d be in touch when the service was closer to being turned up. I eagerly await the day I can finally break free from Spectrum’s monopoly and its consistently poor...

First time... Well over an hours and quarter wait to pick up equipment.....Only three techs on during Saturday afternoon...One tech was clearly having trouble processing an order which meant that another tech had to help him....felt sorry for those customers because they came in before me and left about 5min before I left ....Some other people in store either left or were getting frustrated ...me I just felt like a darn iceberg ..its not 109 degrees out .turn down the AC If anything is hot in the store its not the techs its the customers building up steam ....I did mention the wait times were unacceptable and one of the replies was that they were short handed and maybe people should fill out applications...Hope that wasn't directed at me ...the cheek of it at a disabled senior citizen.....Just before I left then after getting served a miracle all of sudden an extra person 4 techs....Really....uummm let's see how this service goes ....wondering what I...