Spectrum Store, Mililani HI

Needed to exchange a unit cause a blackout shorted out our current box. Tanner immediately greeted me once I came in and was quick to help me get a replacement box! No issues!

Horrible customer service. Waiting an hour to pay my bill. Machine does not take cash, customer reps slooooowwww. No manager on duty to help move customers along. Someone roaming the floor asking people “what are you here for today? ” That doesn’t help the line move…. Now down to 1 working rep. Come on Mililani, you have got to do better. Line is now 15 deep….

Absolute trash service in store! Tyeshia has a terrible customer service and a horrible attitude!

Raised my internet rate to 90.00 per month for the "cheapest" package and tried to tell me I was on a promo.

Absolutely horrendous wait time. I’m talking over an hour+. Limited staffing throughout the year.

The wait for the next representative at the store to return an old cable box is longer than their promotions. They should offer daycare services. They could make side scripts and be the 17th screen for mililani theaters. Get some mochi crunch and popcorn up in here while we wait. Put in a reservation, then go eat dinner at Ruby Tuesday and watch Monday night football. Play the over on the wait time for when your name gets called. DMV +3 vs. Spectrum, whose lines are longer. Literally watched the entire movie The Departed while waiting and seen choke ppl depart from this bish. The Spectrum reps here have the record for the lowest turnover rate in the entire customer service industry.

By far the worst internet to be offered, I’m a service memeber and they have a choke hold on what internet we can get on post and it is always down for them to say oh we’re seeing nothing on our end. Not to mention they try to scam soldiers into paying 80$ a month for internet when I went to a store and got offered 54$ a month after telling them “no I just want internet” to everything they offered. In the past month I’ve had more than 50 disconnects to my service.

Isaccc been soo amazing and patient with my account and the numerous phones calls he needed to make because of my situation on my acct.ty soo much for great customer service! It minus the long wait but was worth it! Isaac is amazing and so was the female on Saturday that helped me and my dad.

First off, I would rather give no stars, but it isn't an option. And I apologize for this long winded review, but it was the only option given when asked who to escalate my complaint to.
I went to the Mililani store after making appointment instead of waiting in a really long walk in line. I just simply wanted to return a cable box that was no longer working and asked to have it removed from my account. Unfortunately, the representative, Teresa, thought that I wanted to change my complete cable tv package and was then locked out of a grandfathered plan. And proceeded to place a note on my account that I asked to have my bill lower, which I did not do at all. By no means did I give her any permission to change my account with the exception of removing one rented cable box. As I walked out the door, my family at home notifies me that we lost our premium channels, so I walked back in and Teresa told me and showed me that she didn't change anything and adamantly said "she only took off the box. " And that it was a technical problem and I would have to call. So I did, and when I did the customer service representative informed me that my account was changed from my silver package to a less expensive package and that I had asked for the less expensive package because I said that my bill would be lower. I only said my bill would be lower because it was one less box on the fees.
And again, Teresa is the only person I authorized to do anything with my account before calling customer service. So while still on the phone with customer service, I went back to the store again as advised by the phone customer service representative. This time Teresa was on lunch and I asked to speak to a manager and was told by Jackie, that there was no manager on duty, so I asked for a supervisor and there was supposedly none to be had either. And that the manager was on vacation until Black Friday. Then both store representatives looked at my account along with the phone representatives and supposedly there was discrepancy in the system. Because what the phone representative was seeing was different from what the store was seeing. So my issue was resolved by customer service over the phone.
Nevertheless, the phone representative was much more helpful than the in person representatives, so what is the store there for? Every representative I spoke to said that the store should have a manager, well I wasn't given the opportunity to speak to one. The representatives at the Mililani store do NOT have good service skills and should probably be trained on how to handle a frustrated customer instead of sending them in circles. One simple thing turned to something much bigger than it needed to be. Ridiculous!

Absolute trash service in store. Like if I could give no stars that would be more appropriate.

Been here since about 6: 30 pm and it's now 7: 30pm, they close in 30 minutes. I'm gonna be so pissed if I am told to come back tomorrow. I ain't got the time to sit here and wait again just to exchange my equipment.

And before the owner sends a response of "let me look into this problem further on how to fix it" LET ME TELL YOU HOW TO FIX IT, get more employees in the store.

To anyone considering coming here in the future do not waste your time if there are only two employees working, you will be here for HOURS.

The longest wait times ever. 5 people just standing around and 1 person actually helping a customer

I was informed to exchange my current modem and that the process would only take minutes by a spectrum customer service phone operator. She was right - the whole exchange took 1 or 2 minutes. Turn in my old modem, scanned the new, signed, and left. 1 or 2 minutes.

Unfortunately, I waited 1 hours and 45 minutes for a 1 to 2 minutes transaction that I was told to do or risk losing connection. Poor management and poor processes. Nice people, but is a minute transaction for a paying customer with a 1 hour and 45 minutes wait worth it?

Horrible experience, horrible management.

Edit: They told that my modem would be activated. They were wrong. I had to call to get it activated. I have to emphasize how horrible the in-store service was. Pure incompetence. And I solely blame the store owner who has apparently seem the last 7 plus months of similar reviews and had not done anything.

I got here on a Friday at 1: 13 PM. It is now 4: 04 PM. I still haven’t been seen. I have my kids with me and they are losing their minds just like everyone else here. Also, their client tracking system doesn’t work. It randomly drops names and adds people in the queue in front of you.

To sum it up, management at this store is completely inept. If higher level management sees this they need to intervene. By far the worst “internet” related experience I’ve ever had. Truly deplorable.

A sign on the entry door requesting patrons to sign in would have been more convenient. Unaware of the sign-in kiosk (people standing in front of it) 3 representatives loudly told us to sign in, which is fine, but a bit embarrassing. Other patrons followed suit, also unaware to sign in, after hearing the outbursts.

The amount of time it took for ANY representative to speak to my father (who was simply returning a cable box) was absurd. He waited there for an hour and a half for a ten minute interaction. Highly advise to make an appointment, do not walk in. I repeat DO NOT WALK IN.

Employee name ISAAC is Fast, makes Us confortable and Makes sure we have all the Information needed! Awesome Place to get phones and information

2 hour wait just to exchange a box there where only 2 costumer reps to take care of crowd
A lot of sell ups