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Is this how spectrum treat their customers?

Keyonim
Keyonim Posts: 1 Newcomer
edited February 27 in Community Support

I am writing to formally file a complaint regarding an incident that occurred at your store location on Monday February 23rd, 2026 at approximately 12:00 pm. I visited the store because my phone was overheating and shutting off. Since I carry insurance on the device, I went in seeking assistance with filing a replacement claim. During my visit, I was assisted by an associate named Markari. Unfortunately, the interaction was highly unprofessional and concerning.
When I requested help with initiating my insurance claim, I was given an incorrect phone number to call. At the time, I did not have access to a working phone, which I clearly explained. I was told to “find one.” This response was dismissive and unhelpful, particularly given the circumstances. A supervisor later allowed me to use the store phone and provided the correct number, which I appreciate. However, shortly afterward, the associate went into the back office while cursing audibly. From the front of the store, I could hear locker doors being slammed. The behavior was disruptive and made me feel uncomfortable and unsafe. As a result, I chose to leave and complete my insurance claim elsewhere.
I have been a paying customer since 2023 and have not previously experienced this level of conduct from Spectrum staff. I am requesting:
A formal review and investigation of this incident
Confirmation that this complaint has been documented
Follow-up communication from district or regional management
I value professionalism and respectful customer service, and I hope this matter will be taken seriously. Please provide a case number for this complaint and advise me of next steps.
I look forward to your response.
Sincerely,

Answers

  • William_M
    William_M Posts: 1,578 ✅ Verified Employee Moderator

    Hi @Keyonim, welcome to our community! I'm sorry for the poor experience at our store, it's definitely not how we expect our customers to be treated and we thank you for bringing this incident to our attention. I see you have already spoken with us on Facebook and your complaints have been forwarded.

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