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SVTPerformance's Chain of Restaurants
Road Side Pub
your worst customer service experience?
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<blockquote data-quote="Booky" data-source="post: 15672602" data-attributes="member: 100566"><p>The wife and I closed her account for Time Warner Cable/Internet and I opened a new account with Spectrum (because Spectrum bought out TWC).</p><p></p><p>Everything sounded good on the phone and they were sending me the new equipment (DVR and modem/router).</p><p></p><p>A week goes by and No new equipment showing up. I call Spectrum and they said there was a mistake and I needed to go to the "local" store and pick the equipment up myself. The closest store is 40 minutes away.</p><p></p><p>So I make the 40 minute drive to the store after work and they give me the new equipment. I get home, hook it all up. The modem/router works but the DVR does not work. The lights would not even come on.</p><p></p><p>So I make the 40 minute drive to the store the next day after work again, turn in the broken DVR, tell them they have to test the new DVR before I leave, it lights up and I am off to go hook it up at home.</p><p>I get home, hook it up, it lights up, but no channels.</p><p></p><p>I sit on the phone with Spectrum for about an hour before they realize I did not get the correct DVR for my package. I told them send out a Tech. as I am not making that trip again.</p><p></p><p>I also asked them why our email account was no longer working. They told me that in order for them to transfer the email account (which I use for everything) we (the wife and I both) need to go to the "local" store and fill out a request form in order to transfer the email account from my wife's TWC account to my Spectrum account. I asked if there was any other way to do this and they told me No.</p><p></p><p>That Saturday, the wife and I made the 40 minute drive to the Spectrum store and asked to fill out the form. The Spectrum store employees, including the manager had no idea what the hell I was talking about.</p><p>I actually had to call Spectrum, put my phone on speaker, and have the Spectrum phone person explain what was needed to the store manager.</p><p>The manager told the Spectrum tech. that they had no such forms.</p><p>The manager finally had wife and I fill out an old outdated TWC form and the store faxed it to the Spectrum main office.</p><p></p><p>The tech showed up that week and hooked up the correct DVR so we could now watch TV again.</p><p></p><p>So the only thing that was still not working was our email. I called a couple times, asking for tier 3 people to talk to as nobody knew what the hell I was talking about. Finally, I got a guy who could get the email account transfered and working. He told me that the wife and I had to go to a "local" store and fill out a form.</p><p>I informed him that we already did that and it was faxed to the main office by the manager of the local store.</p><p>He did some checking and there was nothing documenting this.</p><p></p><p>Luckily, I asked for the form after they faxed it, so I had the original at home with me, just in case something like this happened.</p><p> I took the form to work, scanned it into a PDF form and sent it to the tech. by email. As soon as he received the email, he got our email account up and running.</p><p></p><p>So it ended up being about 3 weeks of pure frustration just to make the switch from TWC to Spectrum. FML <img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite3" alt=":(" title="Frown :(" loading="lazy" data-shortname=":(" /></p></blockquote><p></p>
[QUOTE="Booky, post: 15672602, member: 100566"] The wife and I closed her account for Time Warner Cable/Internet and I opened a new account with Spectrum (because Spectrum bought out TWC). Everything sounded good on the phone and they were sending me the new equipment (DVR and modem/router). A week goes by and No new equipment showing up. I call Spectrum and they said there was a mistake and I needed to go to the "local" store and pick the equipment up myself. The closest store is 40 minutes away. So I make the 40 minute drive to the store after work and they give me the new equipment. I get home, hook it all up. The modem/router works but the DVR does not work. The lights would not even come on. So I make the 40 minute drive to the store the next day after work again, turn in the broken DVR, tell them they have to test the new DVR before I leave, it lights up and I am off to go hook it up at home. I get home, hook it up, it lights up, but no channels. I sit on the phone with Spectrum for about an hour before they realize I did not get the correct DVR for my package. I told them send out a Tech. as I am not making that trip again. I also asked them why our email account was no longer working. They told me that in order for them to transfer the email account (which I use for everything) we (the wife and I both) need to go to the "local" store and fill out a request form in order to transfer the email account from my wife's TWC account to my Spectrum account. I asked if there was any other way to do this and they told me No. That Saturday, the wife and I made the 40 minute drive to the Spectrum store and asked to fill out the form. The Spectrum store employees, including the manager had no idea what the hell I was talking about. I actually had to call Spectrum, put my phone on speaker, and have the Spectrum phone person explain what was needed to the store manager. The manager told the Spectrum tech. that they had no such forms. The manager finally had wife and I fill out an old outdated TWC form and the store faxed it to the Spectrum main office. The tech showed up that week and hooked up the correct DVR so we could now watch TV again. So the only thing that was still not working was our email. I called a couple times, asking for tier 3 people to talk to as nobody knew what the hell I was talking about. Finally, I got a guy who could get the email account transfered and working. He told me that the wife and I had to go to a "local" store and fill out a form. I informed him that we already did that and it was faxed to the main office by the manager of the local store. He did some checking and there was nothing documenting this. Luckily, I asked for the form after they faxed it, so I had the original at home with me, just in case something like this happened. I took the form to work, scanned it into a PDF form and sent it to the tech. by email. As soon as he received the email, he got our email account up and running. So it ended up being about 3 weeks of pure frustration just to make the switch from TWC to Spectrum. FML :( [/QUOTE]
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SVTPerformance's Chain of Restaurants
Road Side Pub
your worst customer service experience?
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