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Recent reviews

Heather

Heather

Rated 1 out of 5 stars

My Disappointing Experience at Spectrum – Riverside Plaza Today, I went to the Spectrum store at Riverside Plaza for my 10:30 a.m. appointment to discuss trading in my fully paid-off iPhone 16 Pro Max for an iPhone 18 Pro Max. Yesterday, when I spoke with Spectrum on the phone to schedule today's appointment, I was specifically told that the stores had been restocked that day and that the phones were available. Based on that information, I reasonably expected the store to have the phone available when I arrived. That was one of the main reasons I made the trip. I arrived at 10:15 a.m., 15 minutes early. Unfortunately, by 11:00 a.m., nobody had helped me. When I finally asked what happened to my appointment, the employee responded, “Oh, whoops!” I had been waiting for 45 minutes! I want to explain that I was struck by a car and suffered a severe traumatic brain injury. My speech is impaired, I can only use one hand, and I use an electric wheelchair. Even entering my lengthy iCloud email address to check in for my appointment was difficult. I asked an employee for assistance, and they agreed, but I was subsequently ignored while other customers were helped. When someone finally assisted me, the employee spent considerable time going through my phone, checking my identification, reviewing information, and determining my trade-in value. I explained that I currently receive free Spectrum Mobile service until May 2027 and did not want to lose that benefit. The employee told me I would need to get a new phone number to keep free service. Why should I have to change a phone number I've had simply to maintain my existing benefit? After even more waiting, I finally received the trade-in breakdown. When I asked which iPhone 18 Pro Max colors were available, I was told the phone would have to be ordered and that I would need to return to the store. This was particularly frustrating because Spectrum had told me just the day before that its stores had been restocked and the phones were available. Why wasn't I informed that the Riverside Plaza location did not have the phone before I traveled there and spent so much time waiting? Traveling to and from Spectrum in my electric wheelchair is not a simple task. I was willing to make the trip because I was genuinely interested in upgrading my phone, but I should have been given accurate inventory information before making that effort. After comparing the phones, I also realized that my iPhone 16 Pro Max already has the screen size I enjoy, and the additional battery life offered by the newer model isn't particularly important to me because I regularly keep my phone charged. In the end, I spent hours dealing with delays, poor communication, and unnecessary inconvenience, only to discover that the upgrade might not even be worthwhile. My time matters. My disability should not make receiving basic customer service more difficult. I am extremely disappointed in how this appointment was handled. Spectrum needs to improve its appointment procedures, communication, accessibility, and consideration for customers with disabilities. I would appreciate an explanation of what happened, why I was given incorrect information about inventory, and what Spectrum intends to do to prevent another customer from having this experience. Heather Berault T:951.204.0705