I would love to say that my experience has been like the Spectrum commercials saying they aren’t like Time Warner. Filled with happy people sunshine and big smiles. That is not sarcasm, that is actually what I’d like. Sadly, Spectrum has not only been less pleasant to deal with than Timer Warner they don’t seem to have changed in any way except negative.
My experience with Tech support
I could regale you with my accounts, but I can sum all of them up in 1 word. Awful. They wasted 3 of my work days and more hours on the phone and chat support than I EVER care to recall. All to determine that the problem wasn’t mine. That’s right, it was a network issue on their side, I over heard their network engineer explaining it to the tech. All they had to do was look at their network for 30 seconds to determine it, but in stead I spent 6 days arguing with them that I don’t need to format my computer, run antivirus, rest my modem for the 50th time, and yes I’m using a hard wire… that means I don’t need to check my Wifi settings. (as suggested)
The first tech who came to my house while nice, after spending 3 hours looking at it said “Well I can’t fix this I’m going to go now…. You’ll have to call and have them send someone better than me.” The Second tech showed up without notifying me of an appointment and closed the work order, and the Third spent 3 hours (and 3 modems) shaking his head and kept saying there was nothing wrong… and asking “why doesn’t this work?” before he called someone to look at Their side of the network.
Chat support, sigh, awful. Phone support, grrr (if you make it through the phone tree). Yah. I got promises that were not kept, days of my life wasted, excuses and people continually looking to get rid of me to keep their times down.
Solution for Spectrum:
Stop paying your CEO $98,000,000.00 a year. Yes that is right he makes 98 Million Dollars US. He is one of the HIGHEST paid CEO’s in the country. Higher than the CEO’s of banks, software companies, pharmaceuticals, and defense contractors. (Details here: https://www.nytimes.com/interactive/2017/05/26/business/highest-paid-ceos.html) That is enough to pay about 1,225 families about $80,000 a year. Yet they continue to raise our prices and squeeze employees (according to the employee’s that I’ve spoken too who discussed the state of things).
Higher good people and pay them enough to stay.
Provide adequate training to your people.
Stop using antiquated systems. All of the systems seem to be disconnected. They don’t seem to talk to each other. I’m told they are difficult to use. They are slow (listening to phone support say… please hold on i’m waiting for my system to pull up your information).
Stop spending a fortune on advertising about how different you are from Time Warner and start doing something different. So far, I don’t see a difference. Same price, same service (or worse), same unhappy employees… I don’t see the difference yet.
I distrust the tech support, in the last 2 months I’ve been convinced they don’t listen and don’t seem to know what they were talking about (Points in case:)
- Trying to trouble shoot an issue as if it was a problem with my computer when it is happening on every device in my home. (PC/Mac/Android/iPhone/Linux/Other) (IE reboot your computer, disable your antivirus, clear your browser cache, etc)
- Trying to convince me to trouble shoot my WIFI settings when I’ve made it abundantly clear I am using an Ethernet cable and can connect to the Modem login screen.
- Telling me that DNS cannot be used to filter web traffic.
- Recommending I use a VPN to change my LAN settings (while, yes it would change my LAN settings, not in the way I was hoping too)
- Insisting that “no one” has the authority to control work flow of technicians even in the case of an emergency. (So as an explicit example, if someone cut a fiber back bone… no one could redirect techs to fix this, they would put it on a schedule and get to it when they could. That is actually what I was told.)
- Being told “there is no manager to talk to”
- Talking to an agent, and having to contact Spectrum back for any reason only to find out there is NO record of my communication AT all. (Has happened several times now)
All of the above happened in the last 2 months. All with the “NEW” Spectrum that “isn’t” like Time Warner any more (Allegedly).
Spectrum, I dislike you more than I disliked Time Warner and that is saying something.
This is the end of today’s rant.