When in need of important documentation and information I always opt for hard copies, despite this ever changing world where technological options are firsthand. Hence, I needed updated information in regards to my Spectrum account for my records, so I decide to go in store since it's close to home and I needed it ASAP. I am a fairly new customer only having service just 1 month shy of a year, so I am not that familiar with the in store servicing. Although, I do know that they are very helpful whenever I was in need of at home customer service, with all questions and concerns resolved in no time via phone.
I guess I can call myself a minimalist because I really do not like to accumalate paperwork (or anything else for that matter) that has no long term use or significance to save for future reference. So, what do I do? I go paperless most of the time if it is available. Yet, for some reason the need of a paper document came calling me... Why does this always find a way to happen to me? Anyways, I go to the Spectrum store with high hopes of being in and out with no worries and what do I see upon walking in? Yup, quite a few people waiting. Some standing, some sitting, people with loud children, but all the while I still had to wait a bit to be helped. As soon as I walked in I was approached by the security guard who asked me to stay at the door, he then asked how could he help me. I let him know that I was there to get some documents printed if possible. I then was asked to sign in at the kiosk with all my contact information and my name would be called in the appropriate order so a representative can assist me. Okay, so what looked like forever turned out to be about a thirty minute wait not including the service. I was standing the whole time due to the guidelines needed to follow social distancing which was understandable. I pretty much spent most of the time between looking in my phone and looking up at the monitor to see what number my place in line was.
All right, all right, two more and they will call my name I said to myself because at this point the anxiety was kicking in. Ten minutes later, I was called to one of the three desk where I was helped by a female representative (I forgot her name). She was very patient and asked me my name and other contact information which I quickly provided her with. I waited a few minutes for her to pull up my account and she then asked for my identification. I show her with no problem and then let her know that I needed some paperwork printed. She was able to accomodate what I needed but with a small struggle. Now, when you think all I needed were a few papers printed you say to yourself that's no problem, easy thing right? Well sort of. Unfortunately, the printer was having problems so I had to wait a bit to get the copies. She even let me know that I could pull it up online by logging into the website which was all good, but the thing is like I told you I needed everything on paper. Almost ten minutes pass and she was finally able to go in the back room and get the documents only to come back and hand me three copies of each document. Her explanation was that the printer was backed up and irresponsive. I just thanked her for her service and left as fast as I could because I was behind schedule with having other things to do before the day ended.
Although I tried calling before I went in store, the only telephone number provided was the general customer service number. I really had intentions to avoid waiting, but I had no choice; so my advice if you are a Spectrum customer try to resolve any needs over the phone or online. As some of you already know, going in store nowadays is only a final option. As far as the Spectrum at this location, well for the most part they are helpful but could be more organized as far as the customer wait and timing. Also, there should be more seating available for when times get busy because the wait may require a sit down. read more
