This location is terrible. The customer service is horrible. The male employees are always so aggressive & grumpy when I come in. Today, I made an appointment and cancelled my tv services. The man tall man at the front aggressively asked me for my reservation number as I tried to look through my email he looked over my phone with me. Back the fuck off dude. Then the miserable dude that helped me cancel my services told me I had to CALL CUSTOMER SERVICE!!! And when I called them they asked "Why couldn't he just do it himself?!? They're a full office." So I complained to her and she helped me more than they did. Y'all are hopeless. Hopefully they get rid of these miserable "workers" and find nicer ones during this holiday season :) read more

Bought a new cell telephone from Spectrum over the telephone, received it in 2 days, and went in to the Pearl City business center to get data transferred from my old cell telephone to my new cell telephone. Located above Sam's Club, there is lots of parking! The Spectrum business center is large and spacious with lots of seating while waiting. Kaylah welcomed me and promptly assisted me with my request. She knew exactly what to do even though I didn't have much of the information she needed to effect the transfer of my cell service and data from my old cell to my new cell! Happily, she was able to start the process. And I was the only one at the business center when I arrived on Saturday at 12 noon! Kaylah was polite and patient, listening to me rattle on about this and that, answering my endless questions, etc. She was very personable and had excellent customer service! Two hours later, all my data was transferred safely and correctly; who knew I had so much "stuff" on my cell telephone! Woo hoo! read more

Representative became very aggressive and upset when asked to answer generic service/pricing questions Refused to even give a range of prices unless I answered dozens of personally identifying information questions I was not asking for a firm quote; just a list of internet options with corresponding price ranges should I choose to use this service read more

I had an issue with the Hawaii football season pass. I paid $449 in October and was able to watch the first 3 games with no problem. On a visit to spectrum Ala Moana the agent suggested I change my cable box because it was old. So I changed it to a brand new updated box. This is when the incompetencies of spectrum employees revealed itself. From this day on, I couldn't watch Hawaii football without needing to call spectrum tech support before each game. I turned to channel 1255 every Saturday and it showed I needed to press buy in order to view the game. I bought the season pass, so this message shouldn't even be there. Every call I made on Saturday lasted up to an hour and I was transferred to another department up to 4 times in one phone call. Each time I called the problems and issues got worse and more insane: - a tech didn't know the difference between nfl and ncaa, and kept telling me I didn't pay for nfl games. And that's why it's telling me to buy. - another time a tech told me I got refunded the $449 and I needed to pay for the games. - a tech told me my cable box was defective and if I pressed buy nothing would happen. I then press buy and the game instantly starts playing. I told him don't charge me because I already paid for the season. He said he won't and will make a note of it. And he also told me if this happens in the future just press buy and I won't be charged. I ended up pressing buy 2 times because spectrum never fixed the issue with my season pass. Out of curiosity I checked my activity online and I was charged for both games. I later call tech support regarding these charges and he told me if I pressed buy I should get charged. But that's not what I was told. It should be in the notes. -I complained in one call I missed the pregame and first quarter because spectrum couldn't resolve my issue and I should get refunded for at least 2/5 of the price. He said he'll make a note of it. Instead what spectrum did was change my season pass to $0 on my online activity. Which looked like I never paid for it or I got refunded. This only caused confusion for future calls I made. An agent told me I didn't pay for the season and I already was refunded. I didn't get refunded, an agent changed my season pass to $0 because I wanted some kind of compensation for missing part of a game. I never got compensated either. - I asked a tech if I went down to my local spectrum and changed cable boxes would this resolve the problem? I was told maybe but I should have a tech come down to my house to check my setup and the outside cable box. They set up an appointment with a tech and I decided to go down to Ala Moana spectrum to exchange boxes anyways. Ala Moana spectrum needs better training. I exchange the box and I didn't realize I got a refurbished box. I asked if it was the same box as the box I was returning. It looked totally different. I was assured it was. I took it home and upon further inspection it was used and refurbished. I plug it in and it displays a flashing "Nohd" signal. The box didn't work. I call tech and they told me it's a refurbished lemon and to return it. The next morning I return the box at Ala Moana and got a brand new box. I go home and plug in this new one and on my tv screen it says to restore or activate. I call tech support and the robo operator attempts to restore and activate my box. Nothing happens. Luckily my local spectrum tech appointment was within an hour so help was on its way. Matthew the tech was the most competent person I encountered in this 2 month journey. He literally saved spectrum from losing me as a customer. He activated my box within the first 2 minutes. He said both times I went to ala moana to get my boxes the agent paired the boxes to my account but never activated them. That's why the first box appeared to be a lemon. He then was able to activate the Colorado state game within the next 3-4 minutes. He said in the past he had another customer who had the same issue as me, so he knew how to resolve it. In my 2 month experience with spectrum support I feel like there should be a local branch for tech support. The mainland guys don't know what's going on. Plus because there's no local phone number, you can't call to tell spectrum their workers aren't activating customers boxes when they're exchanged. This then requires a tech to be scheduled to come to your house. Otherwise you'll continually go to spectrum exchanging boxes not knowing why they're not working. read more

Soectrum's store customer service at Ala Moana is very very slow and it very crowded-seems to be 15 minute per person. Today,there are only 3 people working. I would give them a 1-2 star because they don't seem to care and aren't in a hurry to help the long list of people. For everyone person that completes their business there are 5 added. Phone service ranks between a 1-5. Just depends who you get.. For the installation of service, that was excellent. I give them a 5 for that. The store service is definitely a glaring weakness in their business as is providing consistent quality service. read more

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 read more

The wait time is crazy slow just to change equipment been waiting 1 hour still waiting. They really need to open more locations to accommodate other parts of the island???? read more

Everything poor service people internet equipment. Everything is difficult. Price is way too high. Speed is poor. Go to Hawaiian telecom instead they are great read more

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. read more

Spectrum Ala Moana is blessed to have an amazing store manager; Tadarius. From the first day that I walked into the store Tadarius went the extra mile to assist me in finding the best plan for my needs at a cost that I could afford. His down to earth, personable, and caring approach combined with his knowledge and communication skills make him a credit to Spectrum. Today I walked in with a question and Tadarius came out to the floor with a warm greeting and resolved the issue swiftly. I am grateful to know that Spectrum has such a caring store manager with committed workers under his lead, read more

Great a/c at A la Moana mall location but long wait for service so you can enjoy that a/c for awhile.

Every time I've come here. Wait, wait, wait. Lots of workers but they sure talk up a storm, about everything BUT spectrum stuff. Lady after me left after finding out she could go to UPS and mail in return. So she left. Next time I come here , going to time it. I just came to pick up a cable box. read more

Nobody knows what is going on, have no info about waiting time and getting kicked out from the virtual lining system for now 5th time. Literally wasting my pressures time in Hawaii by sitting here for over 2hours! read more

5* - Customer Service received. I went in for two things today. I needed to do a pick up for my parents and also exchange one of my cable boxes. Both were handled swiftly and professionally. Lawrence assured me at the Ala Moana shop. I feel he greeted me genuinely and attentively listened to what I was asking for. Nothing needed to be repeated. I think I was in there for maybe 5 minutes, then I was in my way. Mahalo!!! read more

Spectrum - MAP , idk but this helped me - Television Service Providers Near Me - Honolulu, Hawaii

3 hour wait while being 4th in line. They gave us 10 minutes of their time to say No help or solution for our needs in changing our package. Smells like actual vomit. No hello, no sorry for the wait, no thank you for patronage. Seems as if they get a bonus for being apathetic to their customers. Use ANY other service you can, I hate that we've given them any of our business. read more

The line is ridiculously long. They need more workers. 29 people in line and only 3 workers.

Servicing sucks big time. After the recent power outage, one of our cable boxes got blown. Getting a new box (3 +/- days was ok, but the remote didn't work. Tried talking/chatting with several agents to get the remote to work, to no avail. A second remote was promised; that order didn't go through for some reason; another agent ordered another remote three days ago and it was shipped only today. Servicing is terrible and has degraded since Spectrum took over. Their phone agents are located all over the place and don't seem as committed as before. Switching to HawaiianTel might be the logical next step. read more

Wanted to give a shout out to the spectrum construction crew of Danny, Bryson, Brad and Shane. Will had issues with our connection and they ended up having to run a new line, dig through asphalt to find the box, work super hard in the sun to make it happen. Appreciate this hard working crew very much read more

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. read more

Yesterday, Brandon was totally awesome and of great help. I had to go to the store to get a replacement phone. While there I asked how I could get their lower rate. I had been with Spectrum Mobile since the beginning and was paying more than their $29.99 rate. Brandon told me who to call. When I call the first time, the guy on the line told me that I had to get a third line in order to get the lower rate, which is not what I had been told. So I went back to the store and Brandon helped me get to the right people in order to get the lower rate. Thanks again for the great customer, Brandon! read more

The wait is long for a weekday. It's pretty comfortable with lots of sitting room. Parking not too bad but again it's early and weekday. The spectrum workers are polite but for having 7 stations to assist customers. Only 2 workers!! read more

Spectrum - Spectrum Ala Moana Next to shirokiya - Television Service Providers Near Me - Honolulu, Hawaii

Was just at the Spectrum store at Ala Moana. They require you to check in but leave no instructions on how to check in or get an appointment. No one is there to assist. I was at the kiosk for more than 10 minutes trying to figure it out. I finally asked a customer who was waiting if he could help me. He couldn't either. Finally a service rep came by after flagging her down. She was not pleasant and very cocky. After asking my reason for coming, she told me I did not have to check in. Then I asked how do I wait my turn. Cockily, she said I could either wait in line or she could exchange my item now. read more

Worst customer service ever. Half the staff is just sitting there doing nothing despite the floor being full of waiting customers. You better have 2-3 hours to waste because that's how long you'll be waiting. Either upper management needs to clean house and make their process more efficient, especially at this location, or this place needs to go. read more

Packed location. Many people came to fix their issues or trying to replace their modem. Too many employees just sitting on their big butts behind their counter while over 40 people just waiting inside. 10 more outside since there is a maximum due to covid. When it was my turn, they claimed to not being able to assist me with activation on my new smartphone or help me with making any changes to my account. If so, WTF? Lazy monopolistic management. read more

The Ala Moana store routinely has a line that the wait time is an hour or more. And this has been the case for years since they closed the other branches in town. This store is severely understaffed with no plans to fix it. Avoid it all costs if you value your time. read more

My Mother went to this location to set up her cell phone services and connect to my Apple I phone that I sent to her from Los Angeles California. ERIN the Supervisor went up and beyond the level of Customer Service. ERIN was so helpful in every way and 100% pleasant to speak to over the phone and assist with getting my Mother set up with her first ever new Smart phone. My Mother is 67 years old and never had a smart phone in her life. T-Mobile locked my IPhone and didn't want to unlock the carrier e-sim even though the device was fully paid off trying to blame Apple "The APPLE" store in which I had my iPhone replaced due to some technical issues that was brought to attention while trying to unlock her iPhone when it was locked due to the carrier which was T-Mobile. Never go to T-Mobile as they are of no help when it comes to customer support and blames the manufacturer in this case. Because of ERIN's excellent assistance and customer service it sheds light that Spectrum really cares about their customers and fully dedicate the level of satisfaction. ERIN is the best and as far as her area of expertise it goes far above the rest of any store representative of any major mobile, internet, cable service anywhere around even though this location is the 3rd busiest store in the nation. Thank you ERIN!!!!! read more

You won't regret seeing Mr.Damien from Spectrum Ala Moana! he's awesome! very knowledgeable & helpful.

The worst customer service ever if i could leave negative stars i would!!!!! Waited almost 2 hours just to pick up a box???? Makes me want to cancel my service and go with hawaiian telecom!!! And not to mention them trying to upsell me aggressively on switching to their phone service?? And it REEKS of urine inside and the seats are FILTHY read more

This is for the Ala moana mall location. Had to return Device since we cancelled our service. Figure we could pop in and return it. The entire process took less than 2 minutes. However the wait was over an hour and fifteen minutes. They gotta either get more workers or have a dedicated line for returns or pick up replacement products. The person that we dealt with was friendly and courteous, extra star for that. read more

Why can't they fix the machine that takes payment for cable and television. It's been down 3 weeks what is the problem The management of that store are stupid and idiots. They can overcharge you for their service but cannot fix their payment ATM. You have to wait 40 minutes to pay why not have an employee with an iPad and the square out there to collect payments. read more

Came here last Saturday then left because of the long lines but came here today(tuesday) at 12nn thinking it would be smoother but it's not. I'm glad their shop is well-ventilated and has televisions to keep the customers comfy. They also have seats but with more than 50 people waiting, it's not enough. They have 7 service checkout/inquiry counters but only 4 counters were active. I hope they'll get more staff to accomodate the customers waiting. #pandaeatssph read more

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It drops very very frequently. I have to unplug and plug back in the modem more than 4 times a week. All while the app states I have perfect signal. They don't have customer service either. Just a bot that chats with you and tells you it can't detect a problem. My phones mobile hotspot is far more reliable. I will be switching back to T-Mobile's wireless internet even though it cost a little more. read more

I left Spectrum as they raised home interest from 50 to 80$ monthly. I did not want to leave them become they always gave me great customer service. That's a big price increase. read more

I'm using Spectrum on my sister's Internet and it's SUPER SLOW!!! Can't even stream a movie for more than 20 seconds without buffering. And this is with only two devices connected (computer and phone). I'd have to get at least 200mbps on Spectrum to get the equivalent performance of 50mbps on my old Hawaii Dialogix internet service, and for more than 4x the price. I certainly know who NOT to choose when I move. Most recent speed test shows 4ms ping, 7.27 download and 0 upload. read more

Had to return some cable boxes, The customer service rep (Lia) had a pretty bad attitude, she seemed grumpy the whole time and was just giving off this bitchy attitude. Meanwhile, the other rep (Tredarius is his name I believe? ) was way more helpful and I was able to get everything done quick! Shout out to tredarius! read more

Worst place ever hard to find address sent me to the opposite side of the mall. I'm trying to ask the guy through th window if they deliver and he keeps saying he can't hear me they locked the door and close at 8 there so many people in there read more

Two stars only because the last time my husband was here, he said that the worker who helped him was very nice. My experience today was completely different. I had to come in and exchange our equipment, we signed in and were#17. There were 16 others in line and when we walked in there were only two workers. Understandable. Until one of the other workers came outside and they all stood around talking and laughing. We waited over two hours, a lot of the other customers were old aunties and uncles, it was fine. We walked around the mall for a bit before coming back and waiting half an hour more. The workers were extremely rude, acted very condescending. They notified us it was our turn over text, then they skipped over us and we didn't know who to go to. When we went to one of the workers, he told us "I said your name.", yeah did you whisper it?! Cause if i couldn't hear you, I'm sure the older customers wouldn't be able to. The man who helped us barely acknowledged our presence. He grabbed our things and didn't say anything as he left us to go into the back room, came back with our new equipment and gave us a look. "You wanna use your own bag or Spectrum bag?" my husband said we would use the one we brought, the worker sighed and handed over the machine before TOSSING the wires into the bag as my husband was trying to bag everything up. Asked if we could pay our bill while we were here and it was like pulling teeth. We have both internet and phone, he didn't ask us what we wanted to pay and just told me to put my card in the machine. He only charged us for the internet but I was so over it I told my husband to just take me home. I'll do it online. Worker next to us was getting visibly annoyed with the older aunty who needed help putting her number in. Sighing loud and rolling his eyes. I'll find another store. The wait was whatever, but don't make people wait 2 hours and then treat them like that just cause YOU don't want to be there on a Saturday. I don't want to be there either. Not coming back here unless I absolutely need to. read more

Already canceled service online and just wanting to return the equipment as was quoted an hour wait. Asked to add my phone number to get a text back after waiting 20 min and was told then I would have to delete my spot and go back to bottom of list. There should be a drop off area to return equipment and be more accommodating to clients with better customer return options then telling people to drop off at UPS or at Kam shopping center. read more

Let me start by saying that their location website page has their address at 1450 Ala Moana BUT Should Say Ala Moana Center, just so you don't drive around for 30 minutes trying to find it. Then they should tell you it's a cross from Foodland Farms, which is on the Kapiolani side of the mall, so you don't have to walk half way around the mall to find it. This is the Worst Store I've ever been in and it's obvious to the other 40 people that were waiting along with me. Not half of the employees were working at the same time and I only witnessed a couple of times, through the 2 hours it took them to replace my modem, waited on more than one customer before they took a break or sat behind their desk talking to each other for approximately 10 minutes. They need to get a New Manager and really check out what is happening at this store. read more

I had stopped my service with spectrum and i returned all equipment on June 16th I received a bill for over $200 which was a month service bill I called to clarify this charge since i was not using them. I did say i would pay the 5 days of service but no more than that!! They insist that as a company i am responsible for the following month. None of charges are prorated! That what is in there service!! That seems totally unethical an dishonest! Please I recommend u not use spectrum!!!! I am a senior that cannot pay these charges I am leaving spectrum cause it is too expensive now i am suppose pay 2 cable companies for a month Sorry, i refuse! I will only pay the 5 days i used read more