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January 2024 by Judi J.
Forget SQUIDGAME. LEAVING [the] SPECTRUM: IS THE ULTIMATE ENDURANCE CHALLENGE Cancelling my SPECTRUM INTERNET ACCOUNT was way harder than my last breakup. Over the course of nine-plus years, I'd gritted my teeth, forking over 79.99 plus tax for Spectrum's spotty 5G 'high speed' internet. I'd been an unwilling but loyal Spectrum customer; it started at 49.99 and shot up 30$ more a month because they literally had a chokehold on the Westside of LA that other providers had never been able to break. Trapped in this abusive relationship, I was emboldened in November '23 by a T-Mobile internet offer while getting friendly instore help replacing my SIM card. A sign caught my eye. 30 bucks a month! I couldn't resist. It's good, not perfect, but neither was Spectrum, and I have the mind-bruises to prove it. The great battle for my Wi-Fi freedom began on November 27th, 2023. I'd set up T Mobile's little silver cylinder router, tested it, the speed was fine. Now I was ready to cancel Spectrum. They had other ideas. It would take 7 conversations over the course of two months and two hours. An initial call in November to cancel began with a rep who tried to dissuade me with car salesman-level charm to 'stay with Spectrum.' Unsuccessful, he then transferred me accidentally or was it intentional[?] to a super rude 'guy' who only handled 'bulk' accounts and after I told him I was not a bulk account and wanted to cancel; he hung up on me! I tried to cancel online; no way were they making it that easy. A written letter went unanswered. I'd disconnected my old personal router on November 26th and wasn't using Spectrum internet. They noticed; I got REMINDERS TO USE MY INTERNET. Then a warning of disconnection. Good, I thought, expecting a final bill and closure. 2 months later, I open a new bill. 136.00 and that's for service thru Feb. Now, I'm mad. No way. No way. I'm told this was a 'temporary disconnection' WTF? I wanted the permanent kind. It's January 27th! I had get loose of this beast. I took a deep breath, it was Saturday, I had a few minutes. Time to close this can of worms. I lost two hours on the phone that I'll never get back, lost faith in the 'integrity' of a huge service provider, and my sole comfort is knowing I can possibly help others to avoid SPECTRUM the STEEL BEAR TRAP 'PROVIDER.' I am still reeling from the combination of folksy charm, fake empathy and false promises of help that inevitably escalated into bare knuckle sales tactics designed to befuddle, bend my mind and even bully me into submission. They picked the wrong lady, but I have to admit, their array of tactics were relentless, and ruthless; hanging up on me, transfers to wrong departments, convoluted information, promises of instant service calls to 'fix my old equipment' 'free internet' with a package of 'Verizon-Spectrum' mobile service, [Verizon-NRA contributors, hell, no!] I deflected repeated attempts to upsell me between extended hold times for answers, delayed account updates, 'miscommunication' between departments. Their tactics dialed up to level 10. I would sooner try to return a dress to Zara without a receipt than ever again return to Spectrum's iron claws. A less tenacious person would have caved, but I was in too deep. Two hours between 6 reps later, my account was finally cancelled, and a tiny refund of 9$ grudgingly issued against the bill of 136.00 into Feb 2024, two months AFTER I tried to cancel. The ill will can't possibly be worth the bad publicity of burning a journalist with nothing better to do on a Saturday night.
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January 2024 by Lauren P.
My recent experience at the Spectrum store on Pico in Los Angeles was terrible, to say the least. I went to the store with the intention of inquiring about early upgrades for my mobile phone lines, only to be met with a level of incompetence and rudeness that I never thought possible. Upon entering the store, I was greeted by a sales associate named Melanie who seemed to lack the basic understanding of customer service. As I began to ask questions, she continuously interrupted me with half-baked responses, showing a complete disregard for allowing me to articulate my concerns fully. After requesting that she let me finish speaking before responding, her attitude turned sour, and her manager, Daniel, intervened, only to display the same level of disregard for basic customer interaction. To make matters worse, when I inquired about upgrading my phone to a specific model, I was met with the most inadequate responses. I was informed that the device I wanted was unavailable, and rather than offering any proactive solutions, I was advised to aimlessly search other Spectrum locations in the hope of finding it. They were unwilling or unable to check inventory for me, leaving me to fend for myself in finding the device I wanted. When I suggested the simple solution of ordering the device to the store and being notified upon its arrival, they dismissed the idea, claiming they were unable to facilitate such a request and suggested I "pop back in" with the blind hope that the device would miraculously be available. This level of negligence and disinterest in providing even a modicum of customer satisfaction is disgraceful. My experience at the Spectrum store was a waste of time and display of ineptitude and apathy toward customer needs. I am disappointed in Spectrum and their abysmal customer service, and I strongly advise others to steer clear of this particular location if they value their time and sanity. Also, I miss At&t :(
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January 2024 by Aneisha H.
Terrible experience. This team didn't want to work. They didn't t greet any guests but were glued to the tv screens as if the customers were not a priority and were interrupting them. The manager was beyond rude and unprofessional. I wouldn't ever visit this location again. I hope I don't ever have to get spectrum again from this horrific customer experience. And the UPS workers next door said that they've had an increase of complaints of that specific spectrum because customers have come there ready to see how they can file a report on the team since UPS and Spectrum have a shipping partnership
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January 2024 by Bella E.
There was a guy called Brandon, the guy with eyeglasses on, he was super rude and had power trips on paying customers. Would much rather go to a different location and or just cancel the service for good just not to see him again in the future. He made me go there 2-3 times in one day just to pick up the equipment that I ordered online and made me wait in line each time even though there weren't many people at the store. Me being 9 months pregnant going back and forth my husband was super upset about the whole experience. When we actually picked up the equipment it took us literally less than 5 minutes. Apparently, some people really hate their job to the point they take that anger out on regular paying customers. Shame on them. While I was taking pics of the equipment he demanded that I couldn't take pictures of him and who he thought he was, I even showed him the pics I took just to calm him down. The whole experience was very demeaning. The joke's on him, we already had his pic. He wasn't there to help people, he was there to make people's lives complicated over just some internet service. Saw him returning 2-3 customers saying come back again tomorrow.
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December 2023 by amin tavassolian
Hey, so I switched from Google Fi to Spectrum because they had a pretty sweet deal going on. I snagged two lines, one for me and another for my wife, and got our hands on the new iPhone 15 Pro. It took like four days for the phone to arrive, and when I called to activate it, I ran into this weird thing with Spectrum's answering machine. It kept sending me to the wrong menu or just hanging up on me. Super annoying. I tried a few times but ended up using their chat instead. Someone did help me get it all set up, but then we ended up with no data or cell service. Just stuck in SOS mode. The guy was like, "Give it an hour, it'll be fine."Skip ahead a few hours, and surprise, it's still not working. Calling them was a bust, and chatting with them took forever. We went through all this stuff like getting new eSims, rebooting, resetting phone settings, and then they tell me there's an outage in LA. Told me to wait till the next day.Next day rolls around, and we're still without cell and data, missing important calls and everything. I chat with them again for like two hours, more resets, more eSims, and they're still like, "Sorry, outage in your area. Wait another day."So, next day, we're totally fed up. Tried everything again, still nothing. I tell them I want to cancel, and they give me this number to call. It's a battle just to get through their system and talk to someone. I was hoping for some kind of compensation, like a gift card or something, but nope. They even wanted to charge me 50 bucks just to restock the iPhone! They said they'd email me a return label, which of course, never showed up. Had to chat with them again, and they tell me to call Spectrum for the label. Finally got someone to send it after another long wait.So what's the takeaway? I wasted over 6 hours, missed important calls, had three days with no cell or data, a ton of stress, and got hit with a 50-dollar fee. My advice? Stay clear of Spectrum and Verizon. It's wild how they're still around with service like this. Just a total nightmare.
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December 2023 by Ali K.
This store is not here to help costumers!! I visited may be 10 times, and none of my visit was helpful to fix my issues. Workers just hang out there play with their cellphones and be high and tell people to call spectrum costumer services. Its like a joke..
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November 2023 by Shiva Gholami
The worst customer service I have ever experienced!One of the sellers' names was Jared, who was so rude, not knowledgeable, and unprofessional behavior.He refused to do his job and fix the problem he caused by his own mistake, and when I asked for the store manager, they said the manager is gone home!If you respect yourself and your money and your time, do NOT go to this location.
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November 2023 by Eric R.
Friendly service, but not able to handle more complicated issues. Forget any technical problems being resolved.
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November 2023 by Katerina Ryndenkova
This is the best location I’ve been to. Very friendly and helpful personnel. Will was very helpful and nice, I’ll be back to this location.
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October 2023 by Doris D.
The worse service ever experienced in my life. Lazy, rude and no sense of accommodating customers. The guy William just claimed that my name is not on the account!! Even though I had my ID and phone with me, he didn't bother to ask other questions to verify and just said no I can't help you, after I called customer service and they verified my account in 5 seconds they refused to help again. How do you run a business with employees like that?!! It's a shame!
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October 2023 by Anayah T.
Bad customer service from both employees that were working when I came in long wait and just talking among themselves. I think the guys name was Brandon. He was a disappointing associate and unprofessional. HR or The managers need to look into who they hire at their stores!!! I made a google review about my experience just wanted to also make a yelp review!! So people can avoid this horrible location!! Hope this is helpful
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October 2023 by Brandy C.
A few weeks ago my Internet service just died. It was a special program for poor folx. I was paying $10 a month. I had this for years . Earlier this summer,there were crews laying down some sort of data cables . I initially started the entire process on the phone using their app. I received the self- install kit, which was a separate modem,router & various cables. I found the getting on-line process very easy & straight forward. I'm not very happy with the 2 piece modem router equipment. I would have preferred a single tower combined in a single unit. it takes up less desk space & 1 outlet needed. these boxes have huge transformers for your power strip. I went to store to have them process paperwork for ACP, receiving $30 / mo. discount. The app works well. I'm supposed to get 300 mps, The app claims I'm getting 322! All in all: so far , a nice experience, but it's a service, not a restaurant..... .
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October 2023 by Dth S.
omggggg THE WORRRRRST spectrum store EVER!! no one here is interested in helping u at ALLLL!! the poor clueless trainee was left to do everything by himself (&he didn't know how to do anything ok?!?) cuz the guys that have clearly been there longer were DOING NOTHING and just cracking jokes and flipping thru channels on their new Xumo machine WTF!?! and becuz the trainee looked like he didn't know WTF he was doing , I asked him, "should I just call spectrum customer service??" AND THAT'S WHEN the guy who looked like he was the 'manager' came up to me and said, "no, u don't need to do that. we got u." BUTTTT THEY DIDN'T!! so I walked outta there NOT getting my rather simple issue resolved at ALLLL and they ended up wasting my entire wknd (!!) all becuz they didn't do one easy step on my spectrum account that the fone rep told me that I needed to have done at the store!! so I called spectrum ASAP and talked to the reps about this store and they apologized profusely saying they WILL flag this store and follow up (but who knows if they really did)!?
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October 2023 by Anayah Theus
Worst location ever!!! I will never be coming back. If spectrum really expects to give us better customer service hire new people at their location. They are all lazy and don’t want to be there. There’s a bald guy in the middle computer (whose name I think is Brandon?) that works there who is honestly the most useless worker.All I was trying to do was return turned off equipment and I was told to sign in and wait in a room full of people. Was not helpful at all and I got an attitude from one of the other workers there with him. Please save yourself trouble and don’t come here!! If you’re returning equipment just take it to the ups store next door they are quicker about it.
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October 2023 by Bridget Cirone
Incredibly rude, dismissive and unhelpful. Will be canceling my service as soon as I can get another one set up