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| - SPECTRUM - Sub-par functionality. Worst Customer Experience I have Ever Encountered.
This review is about Spectrum organiztion as a whole, not necessarily the Huntersville office.
We re-established cable with Spectrum after having had service thru them, as Time Warner Cable, several years ago.
ISSUE #1 We had service activated with multiple receivers in several rooms. We realized a few weeks later that we could not watch shows that were recorded on one set in another room. We called 3 separate times and, as you might imagine, were given 3 different answers on how to resolve the problem. Finally, we were told that Spectrum no longer offered this "whole house" service to 'new' customers. After speaking with several representatives, we were told they could install it for us since we had that functionality with them in the past. They set up a service call to remedy the service issue.
When the technician came to our house...
1. He realized or system was never hooked up correctly to begin with, so we were not receiving all the services we had been paying for, and
2. He ultimately swapped out our equipment and had it functioning so that we could watch shows recorded in one room on a set in another room. We were only able to record on the "main" system in the family room but were now able to watch the recorded shows in another room. We still would not be able to set up recordings in each room as we had in the past with both TWC and Direct-TV. Nevertheless, the functionality was better than before. Sub-par as compared to Time Warner previously and to Spectrum's current competitors, but better than they had initially setup.
ISSUE 2. We were willing to accept this, HOWEVER, 3 weeks after the technician had come out to our house to remedy the issue, we found we had lost all DVR functionality on our second set. We called customer service 3 different times and, as you might guess, were given 3 different answers as to how to resolve the issue of lost functionality.
We finally got through to a supervisor who insisted that their system could not provide the ability to watch shows on a second set. We explained that this couldn't be accurate since we in fact had the service for close to a month when it disappeared without notice the evening before. He insisted that the service we had "was a fluke" even though their technician spent several hours at our house setting it up. The supervisor then said, "the fix" that the technician had made was only supposed to be 'temporary '. Again not only inaccurate, but a positively ludicrous statement. Why would they swap out equipment and spend close to 2 hours putting a system in place as a 'temporary fix'.
At the end of it all, he told us that the only thing he could do was hook up a 2nd DVR, but we could only watch shows that were recorded in that room. Of course, we would have to pay for the "additional service". It was the most maddening discussion we have ever had with any vendor.
In a nutshell, while it is true that signals are not lost during heavy rain storms as they can be with Direct TV, Spectrum's service is sub -par with respect to room-to-room functionality; the 'Search' function is much worse than we've experienced with other providers; and worst of all they have no desire whatsoever to satisfy their customer. They repeatedly mis-stated that they could not provide a functionality which had in fact been working until they abruptly and without warning stopped providing it.
If I could rate them a Zero I would...
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