Spectrum Store — Local services in West Allis

Lies and untruths and no disclosures. Customers cannot READ anything when at a store to make changes in their service. But held against the customer at calling centers when questioning extra charges not disclosed at the store front. Sales people at the store should disclose ALL charges, the "Non- Prorated" rates, the Activation fees and the advertised sale rates that don't apply to current customers. It takes 1 lie to cost 2 hours of time on the phone and being told it's "OUR FAULT". Changing the service channels are not that easy... requires another hour call to get it right. The web site is NOT customer friendly and does not include specifics with optional programming. (what channels are available for the 15 channel rates) It's absurd to charge 2 months of service for 1 month of service. Landlords can't take 2 different rents for 1 property in the same month so why does Spectrum charge 2 services in the same billing month? RIDICULOUS. Customer service has been friendly, but when you find out later of the lies perpetuated on you later, it's disgusting and the minimal savings is not worth time or effort to maintain a business relationship with Spectrum. Truly disappointed with our whole experience. We still don't have channels we selected in our line-up and we will have to call, AGAIN, to correct it....

I watched as person by person was unable to be helped by anyone behind the counter. I attempted to add services to an existing account, spent over an hour while the person, who I refer to as Ms. Personality, sat and ran through my accounts. I gave her my ID and typed my phone number in 8 separate times for her to tell me she couldn't help me. I left without adding services. Please note that I work with Spectrum on the Business and Enterprise side. I'm very well aware of how things are supposed to work. This was my first and last experience on the residential side. The absolute ineptitude of the people at this store is astounding but, when you see the clientele that come in, I can understand why. They're as bad as the people that work there. The store is located in dirty stallis, so what can one expect. I think that whomever is in charge of these stores should re-evaluate the need for them. I really did watch as several people were unable to get simple problems resolved and how they were referred to call customer care. I was also one of those people. Why bother spending money and employing idiots who make you look even worse that you already are? Save the money and reduce our bills or expand your margins! This...

I went to the Spectrum store on Sunday and had a very disappointing experience. There were only two employees, and neither of them greeted customers or even smiled—they looked like they didn’t want to be there. One was helping someone, while the other just walked around nonchalantly, typing on a computer and going back and forth to the back room with no sense of urgency to assist the people waiting.

Several of us were just standing there trying to return equipment, but instead of being acknowledged or helped, we were ignored. It made no sense that we had to “reserve” a spot when the store wasn’t busy and no one was being called up. After waiting too long with no customer service at all, I left and went to UPS instead. UPS took care of me in minutes—quick, simple, efficient. Not sitting around waiting with no acknowledgment.

I don’t need a response from Spectrum—UPS already resolved my issue. But maybe Spectrum should learn something from them about how to treat customers and...