Spectrum Store — Local services in Town of Webster

My 1 star is going to Spectrum themselves not so much the employees after this visit. My mother has had issues with this specific location with being talked to poorly by an employee which had us already with doubt and caution coming into the establishment today.

Today our experience with the employees was better but due to some miscommunication issues with Spectrum and what their employees have “access” too. They were unable to do absolutely anything for us but leave us in frustration yet again with Spectrum. The only solution the Manager at the time had for us was to round up the physical bodies of everyone involved in this entanglement to bring them physically in. (Please help me understand - what’s the point of having people on your account with primary/ authorized access if they aren’t able to see it or make the necessary changes?!)

My mom is a primary on her account ( per spectrum app) and it does not show up for spectrum employees, only our end are we able to provide that information physically from the spectrum app logged into the account. Because they are unable to see it- she is not authorized to handle the task of sorting out my deceased grandmothers and disabled uncles account.

This was an issue before and when going in to add her as an authorized user we were able to see not only then and now but that she in fact had primary access and HAS had primary access-but spectrum does not see that sending us out the door after waiting 45 minutes (absolutely make a reservation for this location they are often short staffed with long wait times.)

We had explained to the manager this difficult task we’ve had and why we were there. He provided us with the document we needed to fill out and confirmed we had what we needed to do so.

We now have to bring my uncle ( my mother is his power of attorney due to some intellectual problems but being an authorized user is not acceptable to make the necessary switch for my uncles account,) my father ( the owner of the account she is a primary user on), my mother ( a primary/ authorized user on all accounts & POA) and myself ( taking over the deceased internet account) all to transfer a phone number from my deceased grandmothers account to an existing account, and transfer my grandmothers account in my name.

A true inconvenience that we thought we were prepared to conquer with this visit after preparing all the necessary documents and steps we were given to make this happen we’ve had with trial and error. Such a hassle after months of phone conversations, proof of death, paperwork printed and prepared and visits in store we are left right where we started.

Spectrum please get your...

Deciding to go with spectrum mobile was a horrible decision. I first started with a phone order for a new phone and 2 bring your own phone. They shipped my phone and with no delivery attempt or notice on my door shipped it back. They charged me 254.11 on 2/23. I then went to the webster branch store to set up my service there. After visiting the store 5 times upwards of 3hr of waiting each visit I still have issues. In the store they could not transfer my phone number over from Version or understand why. I told them over and over that it was because my version phone number was tied to the original phone that had been shipped back. Even I could figure that out. In person at the store! I was told to call spectrum myself to sort out the issue. I was also told they do not have the tools or resources in the store to dill with issues like this. Paying another 108.04 on 3/6 I leave with a phone. After I left the store and called spectrum myself with a new phone without my migrated phone number on it. As I thought my number was paired to the phone, they shipped back the spectrum the agent on the phone understood after I explained. I was also told by the person helping me in the store, since I had started the prosses before the promotion ended, I would still be able to get the 700 trade in allowance for one of my phones even know the promotion had ended. Ladder to find out from the store manager this was a lie. After my phone number was migrated, the spectrum agent told me she would have the number that came on the phone canceled and the financing transferred to my old version phone number. Yesterday I received an email stating I owe 1263.88 because the line was canceled. I again call spectrum I was told that there is a ticket in and there working on then told to go get a prepaid card from 7 11 with 5 dollars on it in case they do try to take the money out. This is crazy to me! After all this I lost all premotions or phone buyout options because the store is understaffed, not trained and doesn’t have the capability’s to properly take care of their mobile customers. Or cannot contact the correct people to take care of issues and require the customer to do so. I called spectrum to see if they would honor any premotions because of all these issues they refused and offered me 25 dollars. I still have not been refunded all my money and still see a bill for 1,151.62 and have not been contacted about any of this with in the time frame they gave me. I will be leaving spectrum all together now and returning to my old service they are offering the same phone for free and will be using another...

We went yesterday trying to figure out what plans we want we had that new box that they are recommending and return it it just wasn't working for us . We were great quickly but the employee was on the phone the whole time and kept running but into the backroom so at this point we were not gotting all of his attention I asked about the 15channels w/ local station he handed me a paper and told me to pick. Now on this paper it's says 15 chanel plus local and music including in the price. So we gave him back the paper and he gave us the new price and I was shocked at how much it cost he stated it's 25. For the local channels and I point out what the paper said he said that's just the way it is told him I now at this time only wanted internet. He became up set told me he could cancel it I had to call some one turned the computer around started tapping hard on the screen. I walked away and called the number he gave. While on the phone he brought a receipt for my husband to sign and my husband said he wasn't signing anything til we got if the phone . With attitude he crumpled the receipt threw it on the floor and wasn't being nice at all. When I got off the phone told my husband we need that receipts to show we brought back equipment employee start giving him a hard time was rude when my husband ask I'm I bothering you employee started crying not acting right at all when my husband asked if he want a pacifier was wrong for him to do that. At that time all the other employees gang up on my husband mob mentality and made us both feel uncomfortable tried to explain to the other employees they just didn't want to hear it. But I had wonderful customer service from the employee on the phone was very upset they way were were treated. He truly went above and beyond and yes I did call his supervisor and let them know. He made a bad experience better. Sorry for the long rant but people need to know...