Spectrum Store, Honolulu HI

Had an appoint at the Ala Moana Spectrum Store 12: 40 on 1/6/2024 - Walked in, signed in, and was assisted immediately.

We were helped by a Very Nice Young Man named Van.

We were looking for Mobile Phone Service.

We wanted to keep our phone numbers and Van tried his hardest to work with MOBI-PCS to retrieve our original numbers.

After 4.5 hour of run arounds from Mobi-PCS we decided on New Numbers. From that point it took Van a quick minute to set up our new phones.

Van sacrificed his lunch break to assist us and during the whole ordeal he remained calm and kept his customer service skills 110% (if not more)

I hope that his higher up see this and salute this young man for his patience and true Aloha Spirit in helping us and seeing us through until the end.

He should be recognized and applauded for his Customer Service Skills.

He truly went above and beyond.

You don't normally see that type of workers these days.

Mahalo Van for taking care of us and being as patient as you were.

Seemed well-organized but I was #8 on the walk-in list and pre-empted by many people who had made appointments (which, now that I know is 'a thing', will do next time). Had a simple question but couldn't get an answer at a kiosk (told I had to go to the main location, so I did), couldn't get through phone or website. Would be nice if another avenue was available vs going to the main store (or more staff). And with the wait time, nice if they had restrooms (which they don't).

You never know who you’ll get when you go to a company or a store for customers service. I got luck today. I had a young man named Kervy Cruz assist me. He was a God send! Very intelligent, polite and on point.
He helped me transfer my cell number, got my internet and router as well as my box for my tv. I was very impressed with his knowledge and ability to solve problems. He was fast and efficient. Ask for Kervy, if you ever need to drop into Spectrum in Ala Moana. You won’t be disappointed.

Must be the same three…actually there’s four but one guy was just standing there watching like security or something. All I needed to do was exchange my modem/router for a router only. Spectrum sent us a new modem stating that our modem was outdated. New one supposedly faster. Hope it’s better than their customer service.

2 desks are serving customers and a bunch of employees are just standing around admiring the waiting crowd. Spent 2 hours and left, no luck. Awful experience, do not recommend.

That room shown was like a sauna hot and sticky. And wait over an hour and half. Only 3 worker assisting customer plus they answer phone calls. Not good!

Absolutely horrifying experience. I arrived around 1: 30pm on a Friday afternoon. There were many customers waiting. I signed in and I was number 37. The best part was; there were 1.5 to 2 clerks working. Why half? Because one of the clerk was not motivated to work at a normal speed. Spectrum wasn't great before but I didn't know it went downhill so much. Thank God I didn't join any programs. If you have other choices, don't come.

I arrived at the Ala Moana store to return my cable equipment.they have an online scheduling system that knocks out those who show up and get a ticket. I waited for 2 hours, consistently in position 33 or 31.watching people come in and get ahead of me. I had a 3 minute transaction and was there almost until closing. It was a very poor experience. I have decided to switch to Hawaiian Telcom, which provides fiber optic connections in my building.

Employees hiding out in the brake room manager as well. I just need to pick a router. I have been waiting for over 30 mins. While workers are hiding out. What's going on at this location. Don't think I would recommend this location to anyone.

This store suuuuuucks! The spectrum website is famous for making you think you successfully made an appointment, but there was one final "confirmation" page you didn't complete so you actually don't. But I arrived with only one person ahead of me in line and about 8 employees working. So why did I wait 45 minutes and not be seen? As the line started to build, 4 employees disappeared into the back. One was just standing around not working a register, just chatting with his buddies who were trying to work.
I overheard all of the employees trying to upsell customers or convert them over to their phone service, adding a lot of time to their visits and being pretty pushy about it.
I left without being seen, which has happened to me several times. Who has time to wait around for an hour for a cable box?
They really know they have a cable monopoly here and don't care at all about customer service.

You definitely better to make a booking before you go here. I felt sorry for both people work there and people waiting here. It looks like endless. After I talked to the person for 1 hour, they could not solve my problem and after 2 weeks, still not. They tried, but it seems like no one knows what needs to be done. Too busy to be get trained? Too busy to make anybody happy.

Spectrum Ala Moana this afternoon. Three people to help customers - 19 on the waiting list. The customer in front of me took over 20 minutes with her problem while the agent chit chatted with her. I was there to return our equipment - we’ve moved to Hawaiian Telcom who just wired our building with fiber optic cable.

Our Spectrum internet was gone for about ten months but really deteriorated in the past four months or so. Lots of outages and speeds often much, much lower than what we were paying for. The Hawaiian Telcom
Service is $30 a month less expensive - and is fiber into our home. Spectrum had 40 yr old coaxial cable for the last mile.

My experience at the Ala Moana store simply returning their modem was terrible. Indicative, at least to me, of a company that doesn’t give a damn about customer service.

The sales guy lied to me about getting a better deal on my wifi by bundling with a home phone that I did not need or want and this wasn't true. Honestly kind of annoyed that he just straight up lied to me in order to make a better commission. Really scummy sales people who will do anything to make just a little bit more money.

Please please please please make a reservation if you plan on coming to this spectrum. Average wait time if you plan to walk in is around 2 hours. There’s always an average of 20-25 people on waiting list at all times. After 6pm there is only 1-2 people on the floor helping out. I sat in 2nd place within the waiting list for about an hour until they got to me. If you want to avoid my save frustrations of waiting, you most Definitely want to make a reservation prior to coming to this place. This spectrum deserves a 1 star rating.

Wait time is horrible. MAKE SURE YOU CALL IN FOR A RESERVATION. I waited over an hour just to pick up / drop off a box. Once the staff is with you, it’s good.

To all Spectrum here in Oahu! Today our internet got cut off after serving them for 10 years now to our current location and even before that we had Spectrum at our previous place. We told them to cut it off at the end of September, but it was cut off today. We had to cancel the Spectrum internet because we’ve been paying $150 per month. We were offered $40-$60 per month for Hawaiian internet and we chose the $50 option. Spectrum ripped us off. It wasn’t even a high speed internet. We should have known from the beginning that we were being ripped off, just like how Nextel company ripped is an off. Scammers do exist!

Clowns…

These kids running to the back with a store full of people that need help.

If my modem didn’t just die, I would 100% avoid.