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December 2023 by Patricia C.
Many thanks to Melvin from Spectrum technical support. I contacted Spectrum for assistance in completing the installation of my new modem/router. Melvin stayed on the line to ensure my equipment was fully activated and all websites and links were working. Melvin was the absolute best. Thank you, Melvin.
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December 2023 by Punahele C.
The customer seems here is great! We were greeted right away. The gentleman at the door helped us check in fast. There was ample amount of associates. We didn't wait long even though we were 6th in line. Before it was our turn a lady helped us to prepare by giving us a paper to write down our info (we were switching mobile carriers). The associate Ethan was VERY helpful in helping us navigate our switching over to Spectrum.Everyone was being serviced promptly and the store was organized.
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November 2023 by Glennis Kanae-Rodrigues
Went to return equipment. Signed in. Was #10 on the list. So I double checked with the worker that they would text me when it was my turn (or close to my turn) and he said yes. So I went and had lunch right next door. After eating (about 45min to an hour later) I went back to check my status. My name was not on the list anymore and I had never gotten a message. So I went up to one of the workers who was in-between customers and told him the situation. I even pointed to the ppl who were being helped next to me and said I checked in right after this customer. I was here. I did the right thing and had waited my time. You guys (Spectrum) took me off the list. You skipped me. He said he couldn’t help me and that I could go to UPS return the equipment. Grade A service! I’m here, at YOUR STORE to return equipment that belongs to this company and you want to send me to another company to do your job. Amazing. If I wasn’t stuck with this company bc of the package deal they have with my condo’s HOA i would be GONE, 100%. Very frustrating experience. Long story short. This equipment will sit in my closet for the next few years bc I refuse to go back and waste my time again!!!
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November 2023 by Eddie Sanchez
Having a problem with my phone and they couldn't help me fix it, I was told "we only provide phone service ". Quote un quote. Lousy service.
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October 2023 by Black D.
I sign up for Spectrum internet service that was $49.99 a month for 3 Years. Before signing the contract, I reconfirmed with the store associate that it was $49.99 a month for three years. Now, at the beginning of the third year, Spectrum Internet raises their monthly bill to $64.99 a month. I called their billing Dept and they are saying that my $49.99 is ending, charges went up, and go read your contract. I believe that Spectrum is practicing deception and entrapment and is unethical business practice. Also, I have no way of getting out of my contract. Definitely going to another cable Internet carrier. Plenty out there. I place an official compliant with the FCC, FTC and BBB. Big company like these should be fine heavy for fraud.
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October 2023 by Lupe T.
Pearl city is just way too busy. So I drove from Pearl City to Mililani and boy what a stark difference in the businesses. I think all spectrums locations needs more workers but aside from that, they're great
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October 2023 by Neil Young
To no fault of the employees, the store is almost always busy, with a line. But that's normal for essential services.The entire staff was helpful, knowledgeable, and efficient. I've randomly worked many of them for basic things like exchanges and due equipment upgrade. But when I wanted to add on to my existing service, I qued in line and randomly got Eric. He was really helpful and knew what he was talking about. Took his time and was patient, like the other people I've deal with at this spectrum store.Highly recommend this store.
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October 2023 by NextCareless Gamer
Went here at 11a was expecting a small lunch rush of people when arrived a nice lady (another customer) said it was about an hour wait I accepted that and waited since there was about 5 people in front of me. 3 1/2 hours later, 7 people that made appointments online. I’m finally being helped just to pick up equipment. That was literally a 5min transaction. During this time they had 4 employees, and the manager on the floor. Manager didn’t help with the number of customers in the queue, 1 employees sat on their phone for about 2 hours with a customer. All in all this place needs better management in terms of helping people and making the queue times shorter this is ridiculous
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October 2023 by Bryan Tjia
waited long time. 4 hours. Please do better, I suggest the employees to simplify their words with customers and approach faster with their issue. Then there will be less wait time.Just better management.
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September 2023 by Ka BOOM
First time walking into spectrum. 2 workers out of 6 counters. Guy name Noel did not explain exactly how to sign in he just told us to sign in and somebody will call you. The signing ipad wouldnt let us sign in like4 other groups were confused and were waiting then started leaving. 8 People on the waitlist before us were waiting longer than us maybe more than hour because( I was there for 45 -50min untilI got kicked out or walked out later. I felt humiliated. ) whole 50 min I was i saw them helped 1 customer and 2 un-finished customers. I tried to complain to Noel why he did not explain well cuz there were people waiting without signing in then other chubby caucasian service professional stepped in quickly turns aggressively saying he would like me to leave saying he has a right to kick me out ha has a right to refuse to provide service he gon call security bla blah. He knew signing WASNT WORKING because he confessed by saying “now it’s working”? he must have been monitoring it but there was zero explanation for 30-40 min untill I brought that up. As the guy was coming at me good I saw Noel SCOFFED AT ME. These guys are not bad guys they are just understaffed, agent name Noel is kind of unqualified but I see the guy kick me out could be a good customer service guy but he must have been going through this all the time and tired of it and thats why he was trying to kick me out as soon as he started to talk to me. Ill give 2 star for their struggles. Hard to choose one out of only two worst internet services in hawaii
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August 2023 by Heath Williams
Longest wait I've ever had in a spectrum store! I arrived when there were two names in front of mine and two people working in the store. In over 30 minutes they only saw one of the people in front of me, the other gave up and left. I was next, a third person came out to "work" and the number of names behind me on the wait list increased to 13. Two people showed up and claimed they had appointments, so they jumped the entire line. So I had to wait an additional half hour, meanwhile, the third worker who came out never saw a single customer. He just walked out, did some stuff on the checkout computer and went back to the back room in the store.Each employee takes about 10-15 minutes after seeing a customer to wrap up whatever they're doing and see the next customer.Where is the manager to make this place run efficiently?
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August 2023 by Lee Sano
My iPhone 12 Pro was getting mixed signals from internet. I tried all the google advice but couldn’t fix the problem, only some apps had internet and and others no connection. Latisha from the Pearl City store troubleshoot my phone and fixed it in no time. Seems the major problem was a vpn app interrupting the internet connection. She also noticed my SIM card was not working so she switched to the internal SIM and disabled the app.Very happy with the result
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August 2023 by Emilie
Spoke with someone named Eric today, very helpful in the beginning and trying to understand a situation. After a while, he began getting really rude-toned with us just explaining a mix up with a sim card. Repeatedly said something else as soon as we were explaining our problem and as time passed got clearly irritated buy me needing help. He then threatened to make me leave the store. I went to get a physical sim card for a device as my service wasn’t working that day. With this not working I tried to get an answer which was call Spectrum mobile and ask for a replacement. EXTREMELY unprofessional, hospitality is apparently a bit hard to come by these days. 1 star for helping, another for an answer and three unclaimed since I now have a device which does not work.
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June 2023 by Courtney Forte
New to the island and looking for ways to cut down on bills, I found myself at Spectrum-Pearl Highlands. I myself have been with Verizon for many years and my spouse has been with T-Mobile for as long as she can remember so switching phone carriers was not easy for us. Kaisa, was so helpful and confident! He did not come off pushy or “salesy”. He made the information he provided easier to understand by comparing it to real life experiences. He was able to allow both my spouse and I to feel comfortable switching to Spectrum.Sure, there was a slight wait but when it comes to certain places I expect to wait. However, checking in, waiting my turn, and activating my phone was a breeze. Thanks again, Kaisa!
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June 2023 by Hannah La Jeunesse
Wonderful and prompt service! They even gave my kids sticky note pads to draw while waiting to activate services for internet.
