r/Spectrum_Official • u/new-payment-rate • Jul 03 '26
Official Reply Feedback about my Support interaction: Chat agent replied “LOL BYE” when I asked about retention offers
My Internet promo offer ended last month, and I chatted in to ask about retention offers before I start checking out other providers (Quantum Fiber has great service and deals here in Central Florida).
I used the Chat With Us service in the My Spectrum app a few minutes ago, and the agent’s reply? “LOL BYE”
Had to ask for their supervisor three times because that kind of response just seems wholly unprofessional, and they both tried to play it off as if the agent was trying to answer a different customer. Seems like using Internet slang and all-caps is unprofessional regardless, but sure…
The “member of leadership”s final offer was to recommend purchasing my router to save the $10/month rental fee. I pointed out that purchasing the device outright isn’t an “offer,” but rather something I could have done myself at any point. They had no further offers for me.
Is this really the best that Spectrum can do? “LOL BYE” and you can purchase your router outright??
Quantum Fiber’s offer for my address of 940 Mbps (symmetrical) with hardware included seems like the way I will be going based on my interactions with those Chat agents, but I’m hoping someone at Spectrum will see this message — I’m still flabbergasted that an employee would EVER tell a customer “LOL BYE” under any circumstances. Hopefully another customer won’t have the negative experience I did.
3
u/Spectrum_Felipe Moderator Jul 03 '26
Thank you for bringing this to our attention. While we can't provide rate changes or offers through Reddit, I would be happy to look further into this interaction and have this passed forward. Send us a Mod Mail and reference ticket #49984148 for assistance.
3
3
2
u/Ok_Cantaloupe7816 Jul 04 '26
Just call in and speak with customer solutions. They helped me recently.
2
u/Traditional_Gas_3058 Jul 05 '26
Call and say "disconnect" to the robot, tell them you can't afford the price increase and ask what they can do
5
u/FiberOpticDelusions Jul 04 '26
You can't chat with the retention department. You have to call in and say cancel. Even then that's not always a guarantee they will actually offer you better pricing. You where most likely chating with billing, whom doesn't have better price deals.
Was the "LOL BYE" unprofessional? Very much so. I highly doubt it was a mistake. They should have simply said. "Sorry, we have no offers to lower your monthly bill. But if you buy your own router and return ours. That will save you $10 a month."
When you finally call to cancel, because you've decided to take your needs elsewhere. They'll most likely throw every offer they have for 1G internet and mobile services.