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March 2024 by Jessika M.
I have been with Spectrum for many many years and there service has gone down hill . I'm waiting just to change my box for over an hour because they are helping so many people ahead of me buy new phones. That's great that they are offering that but they should have a separate location for that service, that's what holds the line up. This is the second time in 2 months this is happening to me for the same reason. I am so close to canceling this s service. I know you want more business Spectrum but what about your existing customers?
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March 2024 by Nadine C.
Paying my auntie's phone and television bill... My cousin was a bit anxious about not having television service for a couple of days. It seems as though my aunt was not well and was behind in making payments to Spectrum. I went to the Ala Moana Center location because it was close to my next appointment. Spectrum is on the Ewa Wing, across from Foodland Farms on the street level... all the way down from Meet Fresh and ABC Stores. When I signed in on the kiosk (because I didn't have an appointment), I was #24 on the list of walk-in customers. I thought I could do some shopping and return... I went to Marshall's and Starbucks to look at merchandise. When I returned, I wasn't any closer to being seen. I asked how I could delete my name from the list. I was told to just let it go. I had a 5pm dinner reservation. After dinner, I returned to Spectrum (they close at 8pm) and was #5 on the list. That was much better. I eventually paid the bill, but they couldn't add my cousin's name onto the account. Thanks for being polite and efficient anyway! The next day, I called Spectrum and got my cousin's name on the account - with my aunty on speakerphone to verify that she was okay with this change. Yay! It's all good now!
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March 2024 by B I.
Not one to post things, but I believe in giving credit where credit is due, especially in this day and age. Had a problem with my cable box, and after a lengthy 1 hour online chat conversation, I ended up at Spectrum in Ala Moana shopping center. After another hour-plus wait in the store, I was helped by Sheryce. My account is old and as such, needs a special cable box, which, murphy's law would have it, was out of stock that day. She assured me that if I came back early the next day she would have 1 ready for me. Sure enough, my replacement box was waiting for me when i got there. She was friendly and patient, explaining the in's and outs of why i needed this "legacy" box, and went the distance to make sure i got what i needed. Appreciate the follow through and good customer service Sheryce, keep up the good work. -B
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March 2024 by Steven C.
I have been trying to return my cable box to Spectrum for a year. Every time I go to their Ala Moana location it is jammed with people waiting. I tried again on Friday, March 15, 2024 around 5:30PM. The place was full of people waiting. I saw two Spectrum people chit chatting, so I went up to them and asked if I have to take a number and stand in line when all I want to do is drop off a cable box that I no longer need. I was told I had to take a number and wait. There was at least 50 people waiting. I asked if I could just dump the box as it was obsolete. I explained that Spectrum mail me a new box which I declined and returned via UPS which was very convenient. Nope. I had to take a number, stand in line for who knows how long or I'd be charged for the box. Well I couldn't wait for their small staff to process 50 people before I could return their box. Frustrated, I searched on-line. Would you believe the on-line support said I could just take the box to UPS, get a receipt and the box was returned. I want to bring it to Spectrum's attention that the two chit chatters (probably managers) should be re-trained. I have no Aloha for Spectrum. Your business model is an insult to everyone. We are supposed to wait around for hours because your company is so important.
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March 2024 by jacky k.
The workers here are just relaxing and not trying to work. Laughing amongst themselves. The wait list is long and they are waiting on people that have clearly left. No consideration of anyone's time. Just want to return my equipment and cancel. Spectrum and especially this location sucks.
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March 2024 by Wendi S.
Way too expensive, the internet is constantly slow, or not working at all, despite restarting the modem and the router. I am being charged $200 a month for TV and internet. After messaging with spectrum on their website about the outrageous monthly payment, I was told I had an extremely good plan. That is nonsense. It's too bad in Hawaii we have very few options. As soon as spectrum took over Oceanic Cable, the service has become terrible and pricey.
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March 2024 by Lily K.
Severely understaffed and they waste too much time chit-chatting with the customers (and each other) rather than trying to get through each customer efficiently. Don't understand why I have to be on a queue and wait 30 minutes to an hour long just to RETURN a damn modem and router. There should be a separate counter just to return equipment. Complete waste of time. At least I switched to fioptics and never have to come here again.
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February 2024 by Asheville Bruce H.
#Grateful for Jassem Al Otaibi always treats my landlord Tina with so much respect walking her to the door he always has such a great attitude, definitely worth the wait:-) every time we pay the bill
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February 2024 by Arthur B.
Recently visited and received the best customer service experience ever this young man name Van went about and beyond to help me and did it all with a smile ! Spectrum has a gem with him on there team I pray the treat him accordingly!
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February 2024 by Hulisia Leonard
Order a router they sent me an used one, returned it the next day I bought a brand new Motorola modem turned out work very good going 3 years now with excellent fast except spectrum has a lot of shutdown
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January 2024 by Matt H.
Lame ass, service... About 20 people waiting to be helped and 1 worker, the others are in the back hiding or giving each other BJ's ... And why do they have " reservations" , if you can't make one online? Useless! All this BS for a remote control.. hour half wait really! .. oh and Big boss man, what you can't help anyone, only can talk shit with a customer about the super bowl and where you used to live? Lose money Carlton Banks!
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January 2024 by Aron N.
I should have known better than to go to the Spectrum store. First off, it's in Ala Moana, not where the construction is - so it's been "that long" since I went there. Of course it's been "that long" since they gave me a "new" modem and while I talked to the online rep - there was urgency in his voice for me to get a "new modem". No problem I said, I can go to the store. He sounded hesitant. Now I know why! It's on the bottom floor near Foodland Farms. There is adequate parking but the line..... a pretty long line outside - I came 5 mins early and the line was fairly long. I heard a lot of complaining when they opened. 3 people for that long line! IF you don't have a reservation (didn't know you could make one), you sign in with a kiosk and there's a handy QR code to finish on your phone. That is not the problem. The problem is that these guys are slow! The long lines and the fact that I saw several of these guys and girl not doing anything. Someone was frantic because the day before they gave her the wrong phone and she had a card - and was basically told to "come back anytime". But coming back meant that long line. She talked to a new rep, but that rep said she didn't know where the person on card was since she just came in and checked into the machine and promptly - did nothing! I mean, at least try and help someone. Maybe she's the manager? LOL Anyway, they have this cool text messaging that tells you when to come back and that you are NEXT! I saw the person helping the lady that was right in front of me, so I figured he would call me. Makes sense. But no! Although I saw my name up on the top as being next. He didn't call me. And for 20 minutes, I watched as 2 of the 3 didn't call me. Finally I was called and it wasn't that guy. It was the other guy who was fiddling around with the computer I guess. In any case I wanted to return equipment and was told one of the hardware I couldn't return. Some kind of confusion with my account..... You know, the usual, charging me for a box I didn't have, charging me for a channel without telling me. I don't want to get into more details but he told me something that ended up being incorrect so I couldn't return my equipment. Taking almost 45 minutes, I was done with this place. They are slow and inefficient and tell me the wrong information. They sent me 3 emails all contradicting each other. Then they ask me if I want to get cellular. uhhhh no! and finally..... Tell me if my hardware is outdated!
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January 2024 by R. Kelaniz Ramos
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.....
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January 2024 by Alvin Kalahiki
Excellent customer service, very professional ? Keep up the great work ??? Much Mahalos?
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January 2024 by Scott Yamane
Aloha Spectrum thanks for good service I'm moving.
