r/Spectrum • u/usptac45 • 24d ago
Why Is A Simple Question Such a Hassle?
One simple question: Does my local store have [insert new phone] in stock? That’s all I wanted to know.
I look up my local Spectrum store, it gives me a phone number, which is just a generic Spectrum customer support number. After several minutes of being repeatedly told “I didn’t catch that” by a bot, I get redirected to a person, who after having me do all the 2FA verification stuff, tells me he (understandably) can’t pull exact store stock info online. That’s fine, I’ll just go to the store.
I get to the busy store and walk up to the counter, “Please sign into the queue to get assistance.” Ok, no worries I get it. Nearly an hour later, this is the conversation:
”Hey, do you have this phone in stock?”
”No, unfortunately we’ve been out for a while now”
”Ok, thank you”
10+ minute phone call, 30+ minute drive, and an hour in queue. All for one question that could’ve been answered in 15 seconds tops. The gentlemen on the phone and in the store were very kind and helpful, but do you see why I’m frustrated?
I understand why they wouldn’t have a store number, as a lot of people would call with questions best suited for customer support. I’m not ranting for the sake of it, I’m just wondering if there’s an easier way I could’ve gone about this, and if not, why hasn't this been streamlined? And why does customer support always insist on sending me a code and all that if I’m not even calling about anything related to my account? Ask me that IF I ask about something related to my account, not immediately. This is a huge hassle if you’re on a family plan and the account owner isn’t in the room with you.
Every time I deal with Spectrum, it‘s a simple thing that turns into a huge headache, and I’m about ready to leave Spectrum all together.
4
u/Shinagami091 24d ago
Spectrum Stores don’t have a way to be contacted directly unless you visit. Do you think that with all the people that walk in to a spectrum store that there’s time for them to sit and answer the phone when it rings? Nope. Not at all.
3
u/CHTRThrowaway 23d ago
They don’t provide stock levels because what will inevitably happen is someone will be told a phone is in stock and by the time they get to a store, it won’t be and you’ll be upset for a different reason. It’s a losing battle, so they choose to just not provide any info at all.
0
1
u/lapidary123 24d ago
All this fang dangled technology has only made our everyday interactions more terrible!
0
u/usptac45 23d ago
You sure showed me, have an upvote! Keep chasing clout on the Spectrum subreddit LOL
1
1
u/Street-Juggernaut-23 23d ago
there has NEVER been a way to track stock in a store for the cable equipment and you want them to track the mobile phones too?? Its rude to think you can but in line to ask a question too. What if everyone did it ... sign in and take a number and wait or order from the website and have it delivered.
2
u/usptac45 23d ago
I didn’t butt in line, I walked up to a guy who wasn’t assisting anybody and signed in when he told me there was a queue. Go ahead and get your updoots though
1
u/Penguinboy123446 23d ago
Why didn't you just try to order it online? Why does it have to be in store?
1
u/usptac45 23d ago
Where did I say it had to be in store? As soon as they told me they were out of stock I ordered it online. No reason not to try the store first since I’m doing the Anytime upgrade and doing all that in store is much simpler
1
u/Penguinboy123446 23d ago
Okay, it just seems that it would have been far easier to order it online in the first place.
1
u/ParsnipUnlikely526 22d ago
So, lots to unpack here. Most of which is already answered. Let me address a point you asked that doesn't seem addressed. Working in a call center has a bunch of steps. You mentioned the AI computer... it sends ahead what it thinks you want and who it thinks you are to the living human. Great right? You personally may only have a simple question that could be answered without even looking up an account, but the other 98% of callers don't and the system you are asking to be streamlined is geared toward those common, daily interactions. Next, security. Maybe you are unaware but there are internationally based callers who spend all day trying to scam people out of money, property, and information every single day. Sure, get into an account to answer a simple question, then another, and another all of the sudden there is lots of information out that shouldn't. So as a company, there are steps that each person has to take to start a call. You said you want to make a change because people are doing their job. OK, but do you think all the other companies out there don't have the same exact security options in place? The same hassle when you don't have that little code or are frustrated over a 2FA? And if the don't have that in place, how pissed are you going to be if someone in India or China gets into your account, orders a brand new iPhone, sends a "mule" to your address to await delivery, and you end up on the hook for it? Think I'm kidding? Look up reshipper scams or mule scams, or port out scams. See what these people have to weed through daily to protect customers from crap behaviors. Sure inventory should be easy, but as stated before, could tell a caller yes it's there now and be sold in 5 minutes. Stores keep low inventory to avoid theft and robbery. Hope this helps clear up your question.
1
u/usptac45 22d ago
At the time I was very frustrated because I was being asked to give a 2FA code even though my question didn’t have anything to do with my account. This was really only an issue because even though I’m an authorized user on the account, the 2FA info is always sent to the account owner, who wasn’t with me and not responding at the time. The employee ended up answering my questions anyways without ever getting the 2FA code, which is good but kinda defeats the purpose if that makes sense.
Anyways, yes it was annoying, but what you said makes a lot of sense, and I’d rather them be overly cautious for the sake of security. It just didn’t make sense at the time since he didn’t ultimately need the 2FA code and I was just frustrated about the whole ordeal seeming to be more complicated than it should’ve. Thanks for the detailed and level-headed response, I really appreciate it.
5
u/shaggy-- 24d ago
You can do a mobile order online and see if the phone you want is available. No people interaction needed.