decided to switch from AT&T because of the cost savings. They couldn't use my AT&T phone, so I purchased another -- or attempted to. Their system wouldn't register the purchase, so the agent arranged for it to come by mail. The phone was right there and he had my credit card, but he made me leave empty-handed to wait. Days later the phone arrived and I immediately experienced problems, so I returned to the store. They couldn't help me BECAUSE I "HADN'T PURCHASED THE PHONE IN THE STORE." Even though I had. They referred me to Samsung. Forever. They were never going to be able to help me because I hadn't purchased the phone in the store. Even though I had.
Apparently Spectrum limits the actions their agents can perform on behalf of the customer in the same way some companies don't permit their reps to vary at all from a pre-written script. They disable functionality on your account in their system at the store under various circumstances (like not purchasing your phone in the store), and that disabling cannot be overwritten. The buttons are grayed out. He showed me. Their system had turned me over to Samsung, so they could not exchange the phone, or really help me in any way. There was no waving a manager over or calling one for guidance. They just dumped me and refused to help.
The agent got testy with me when I suggested he should call a manager, or take some action of his own to resolve the situation. "I already TOLD YOU, there's nothing I can do!" How dare I.
I went home and called their customer service, and while that agent feigned a little bit of sympathy, there was nothing she could do either because Spectrum doesn't solve problems. At all. Ever. Sorry! I had to go to Samsung. Spectrum can't help me with a loaner - they don't do that - or help me at all, really, because I hadn't purchased the phone at their store. Even though I had. Nobody grasped that part of the problem because they hadn't learned anything except what was on their pre-written script. They only saw grayed-out buttons and followed corporate instructions to refer me to Samsung.
Samsung needed me to mail in the phone and promised to return it or a replacement in 2 weeks. I have no other phone. So I went back to the store and told the guy I needed a loaner or an exchange or I was going to have to close my account and go back to AT&T with the AT&T phone Spectrum couldn't use, and reopen my account with them. What a pain you are, the guy's face said. "I already told you we can't help you, so do what you have to do." WRONG ANSWER. I spent years in customer service, and would have fired anyone who said that to a customer. So I replied, "Wow" and left to go to the AT&T store, where I had them switch my phone back.
I still owe Spectrum for the phone. Neither the store rep nor the phone agent knew what to do or had any thoughts at all about the process when I asked about returning the phone and removing the recurring charge from my Spectrum bill, now that I'd canceled all my service with them. They had no thoughts at all. None. It's not in their script. So I still have that very stupid adventure to look forward to when Samsung returns my phone.
And while I was at AT&T I had them switch my Spectrum cable over to AT&T cable because Spectrum doesn't want my business, and because I can't believe the kind of customer service they have there. Ye gods. Do business with them at your own risk.