Very helpful people here. Brought a complex issue in for assistance and barely had to wait to see someone about it. They were knowledgeable and consistent with their suggestions, and didnt try to sell me anything I didnt ask for. Offered suggestions and advice for issues that they could not directly help with due to limitations of their systems (related to incorporation of acquired billing systems). Would very much recommend these people.

Spectrum is a monopoly which means high prices, poor to no customer service, an inadequate billing system and long wait times. Spectrum does not value your time. How long have you waited? How many times have you had to call them to resolve an issue they created? How often have you talked to someone where English is their second language? How many devices are you renting from Spectrum when you can buy a router/modem? How often do you have to rent the proprietary box ? How much are you paying in fees that Spectrum adds on?

Thank you, Ray for your awesome customer service. I appreciate your efficiency. If your going to return equipment always make an appointment. I was in and out no problem.

We moved from one address to another and they told us to keep the modem and router for ease and then increased our monthly rate $15 a month because we were no longer “new” customers. And apparently if you cancel the service you cannot sign up again for 30 days, which wouldn’t be a problem if they weren’t the only service in the valley. Horrible.

Spectrum website gave me and several others I saw, appointments today at their only office in Palm Springs. Today was Wednesday and that store is closed on Wednesdays it turns out. And it was 105°. Called for support and a friendly soul, after a little back & forth, made an appointment for tomorrow morning to hook us up. A bit late but a better solution than was previously offered. So far 1 star, well see how it goes tomorrow morning.

This was the 1st time I had used the spectrum sthe spectrum store since they started taking appointments and it was the best experience that I have had with spectrum.. I had an appointment for 4:00 p.m. I entered the store just at 5 to 4 and within 5 minutes I was at the counter the counter within another 5 minutes I was out the door with the equipment that I went for there were only a few people waiting in the store So I would say that the new appointment system was very effective

Always a long wait, customers coming in to discuss and consider mobile plans are treated the same in line as ones who just need to turn equipment in... ridiculous! Should be one line just for turning in equipment or swapping it. And then I went on a Wednesday (isnt that a work day??) and they were closed! I saw 4 other people go to the door in the 5 minutes I was in the parking lot... phone customer service rep even seemed surprised by this. This location needs revamping!

Your wait time is a bit long but when it came to the customer service end it was easy and the customer service agent was very knowledgeable and kind. He got us out very quickly. The customer service agents ID number is -ZK. Wonderful at his job and very polite.

Surprisingly super fast ..lady who helped me very helpful n quick

I recently used the retail arm of Spectrum by visiting the Palm Desert location. Compared to prior visits to the Palm Springs store on El Cielo where I have never seen less that 30 customers waiting, I experienced waiting with no more than 6 customers on 2 occasions.The team in Palm Desert were very professional and courteous. All my options were explained to my satisfaction. I recommend this location enthusiastically when yiu need to visit Spectrum in person.

Had to wait for 45 minutes to talk to a person only to find out they couldnt swap my cable modem for the right one. This is after talking to them on phone and they said to go to the store. And they wonder why they get a bad rap for customer service...

Really nice location & the customer service is truly great, however the actual service process is flawed. All I needed to do was swap out an old router that wasn’t working properly for a new one, 1-2 minutes max. I had to sign in & wait 20-30 minutes for 8 people that has signed in before me who were there for various reasons - some to purchase cell phones/plans which can take quite some time. I was tempted to quickly interrupt in between customers & say “I just need to do this really quick thing”, but refrained from doing so out of respect for those ahead of me. Then right when it became my turn on the waiting list screen a random gentleman complained about having waited for so long (hello, me too) - his name wasn’t even on the list & one of the reps signaled him over. When it was finally my turn I told the very kind/helpful rep that they should consider including a “reason for visit” component to the sign-in process so that they can better prioritize longer/shorter processes. He told me that you can schedule an appointment & I directed him to the screen where not one of the 10 people queued had appointments (their name would have been underlined). I really appreciated the quick/friendly help I got from the staff, but the process of getting there was super frustrating & very obviously flawed. I hope they take my experience/perspective into account. Plan your trip to this location accordingly. I’m giving the experience ⭐️ ⭐️ ⭐️ instead of ⭐️ solely based on my experience with the gentleman rep - I didn’t catch his name, but very short hair & incredibly communicative with me about the whole situation.

Clean, lots of space to easily distance, and a modern queue system where reservation can get you priority if you time it right.

Best place to hang out love the devices

Very helpful and a great attitude, makes the customer happy, this place definitely has it

Always professional and courteous. Just a well run business in general.

Very busy but knowledgeable staff! Clean and friendly atmosphere. Good Covid practices observed by staff. They get fresh stock daily.

That day I was there the customer service was good.

TERRIBLE! TERRIBLE!30 PEOPLE BEFORE ME, AND IVE BEEN HERE FORrum 2 HOURES and still 12 in line. UNBELIEVABLE!!! So super expensive for total lack of service. Going to look what there is available other than Spectrum.

I had an appointment I went inpunched in the appointment number on the screen. The system confirmed said thank you an associate will be with you momentarily go ahead and browse around the shop. I went outside to wait where everybody else was waiting. after a half an hour of waiting my name was not on the board and the guy at the counter said I didnt enter it correctly. He punched it and again I had to start all over again at the end of the line. this happened to two other people so I know it wasnt just me. not only did the system not work correctly but the guy behind the counter was rude. I guess this is one of those cable companies that really needs competition because theyre terrible!

Staff tries very hard to solve suggest options

All registers were partitioned and fully staffed except for one. The waiting area was outside the store. An agent would periodically leave a customer to police those waiting outside from crowding the door. There were no ropes, signs or the usual footprints to instruct customers where to stand. I could see that it was challenging the agents to attend each customer and direct customer traffic at the same time. However, we all had patience. This made it flow for the whole experience and especially during a world pandemic!

Waited in line 1 hour to discuss opening a new account and not closing the current account. I got home and the current account was closed. Spent 45 minutes on the phone getting this corrected and told them I have equipment already. The next day I received a box full of equipment that I had to return.Waited in line another hour and Ray who works at the counter had a horrible attitude and was very rude. Ray needs to not work in customer service but in the back of the store unpackaging items.BYE RAY

It was crowded and service was slow. There were 2 service people. Then one left. I decided not to wait after 20minutes and i was #8.

Sooooooo slowwwwwwwMakes the DMV look expedient! I had an appointment and had to wait a while.

Great Coustormer Service. No long wait time. Win, Win

Great in palm springs, stay away from palm desert store,rude employees

No wait. In and out in less than 15 minutes. Very thorough in adhering to physical/social distancing. Wish every business was so conscientious!

They have a registry where you sign in but dont bother. People will cut in line and the employees will allow it.

The tech washelpful wirh my printer problems.

In and out, quick, and friendly service. Aaron was friendly and made my trade-in simple and quick. A lot of customers waiting, however, I only waited approximately 20 minutes. Can’t recommend any more how great Spectrum in Palm Springs is. A+ service. Thank you Aaron.

Great service, friendly assistants updated our system.

Quick and efficient service.

Ray Was the best !!!He he helped me with my insurance claim with aAsurriant ...The claim process was a nightmare . He helped me from the beginning to the end ... And was very helpful helping me pick out a new phone....I could not have been happier how polite and helpful Ray was..Kevin Miller

I was greeted with smiles through the mask 😷 and given a spectrum mask Kristen was more than helpful and joe was more than exceptional I found a new home for my spectrum needs 10 stars

I had a bad experience at the spectrum store, I went to pick up a modem since the one it was sent to me via FedEx never made it to my house, the employee did not want to listen to my problems when she finally did she kept interrumping me, finally se told me not adviced.me to fix my problem on my own.

Easy wait time. Efficient.

Make an appointment before you go. HUGE wait time.

Worst experience! Only 2 people helping customers and no where to wait. Even with a reservation, I still did not get seen for 30 min after.Earlier before I realized I could make a reservation, people were talking of their 90 minutes waiting. A manager needs to add more staff!

Quick easy service

Long wait in store. Unfriendly. Couldnt give an estimated wait time.

Terrible I was there for an hour waiting. They wore not able to help me,,there employees are really slow helping customers 😒

Sure the wait time is a little long but customer service is good i got helped by Aaron today returning some equipment and not only dis i come out saving but also keeping the same package at a lower rate. I know what its like to work as a customer service rep and i know it gets crazy.Props for Aaron for keeping positive this man deserves a raise

Am so upset, i went today to activate my apple watch that i bought today, that i can use it if i ever forget my phone at home but they said that they dont have this service yet,,,,this is not a proffessional provider,..sorry to say that.No i may need to change my provider.

The salesperson was very helpful and was quick to get me on my way, PROBLEM was hooking all this stuff up! I ended up calling for help, Juan the technician who arrived to help was a master! Totally had control of what needed done, and explained that even if I had made my way through the hooking up, I was still short some wires to complete the hookup.He even stuck around and let me move around in the box finding different channels and exciting.He is a good employee of Spectrum/Charter 👍

Great experience. Way better than the one at palm desert would recommend.

Long wait, open new location!!

Two few people helping customers. Once helped good service

The web site says the Palm Springs office opens at 0900 hours. It actually opens at 1000 hours. Ray exchanged our cable boxes without apologizing or mention of correcting the website.even though people waited for an hour and he was made aware of that. Unable to call spectrum as the recorder says your call is being redirected to a new number but then the call ends. Poor customer service at best. Feb 8/2020

The worst. Just need to pickup equipment for a new service and Ive been standing outside for an hour and a half and norhing...slow, poor, customer service.

The absolute worst internet provider on Earth. 129 dollars a month, and half of the time, I end up using my cell phone’s hotspot instead. Trash.

Hour long wait despite having an appointment. Make sure you bring a snack and some water.

Very nice and helpful workers

As a snowbird, I appreciate being able to stop my Internet Service during the summers. I have always had quick friendly service in the DHS office.

Fast, professional service

They promised me a new iPhone at no charge for switching to Spectrum. When I inquired about my current bill I was told I was paying $14+ for a cheap version on a monthly charge and since their billing had been delayed for setting up autopay, their bill was delayed. Now they tell me I’ve had this “free” phone for too long-I can’t return it. Total rip-off!!!

If you enjoy nonstop Mexican rap music annoyingly thumping away in the background, this is the place for you!

Still disappointed.... Take a chill pill if youre going to interact with them. We thought Spectrum was a doing better job than the old TimeWarner, but we were wrong. When visiting the local store to turn in equipment, we were once again reminded why we cancelled service. Staffing and speaking to a LIVE Customer Service rep are still challenging endeavors. Oh, Im not much of a techie but having your internet die intermittently for no reason just plain sucks.

Horrible customer service went turn in the equipment that was sent to me in error which I was directed to do to find out I could only return one them and would to ups to ship back to them

I went to cancel my internet because of the outages that have been going on with spectrum and I went 4 days over my billing cycle but I had disconnected my router and modem 3 days ago. I explained it to the guy at the store and told me there was nothing he could do about it then and he would not be able to even just charge me for 3 days because they change their policies without notifying their customers as always. The guy then proceeded to just give me a number to call billing which I then spent 3 hours talking to 2 different supervisors which the first one had no humanity whatsoever and didnt care about my situation and the second one proceeded to hang up on me without letting me know if I place them on hold that they are required to hang up after 2 minutes and I only made them hold for 4 mins which the first guy had me hold for over 5 mins so they just pick and choose their own rules against their own customers . They were very unprofessional and robotic in the way they spoke to me. They just kept repeating the same thing and didnt make any effort to explain anything to me and just kept getting irate and couldnt wait to get off the phone with me. I wasnt even being difficult or raising my voice . Im disappointed in the way things happened but I wont ever recommend spectrum to anyone nor will I ever use their services anymore. They need better training and definitely better coverage in the coachella valley area. They charge way more than their competitors in my opinion and are not worth the price. Im glad I disconnected my service and if I ever get asked about their service from anyone or even hear a conversation going on around me about spectrum will gladly tell them the bad quality of service they have at their physical stores as well as through their customer service by phone.

Spectrum has sent four service technicians come to the house to fix an intermittent cable connection. Everyone of the technicians that has come to the house, they give a different diagnosis that is causing the issue. One technician turned off my home security system and another technician disconnected the mesh system. No one can tell me what is causing the intermittent outages. Of course they won’t refund anything I have paid them for substandard service.

16 customers waiting. Two employees. One took his break. Been waiting 25 minutes and have to leave for another appointment. Will most likely have to leave before we get called. I didn’t think the wait could get worse than the Palm Desert office. Is TWC/Spectrum so hard up that they can’t hire?

The employees are great. The service is so-so. Frequent service interruptions of micro seconds to several minutes. Only game where I live. Ni fiber for DSL.

This location is really good. Well staffed. And extremely courteous.

Cable company doesnt prorate return of equipment. A standard old world, uncreative cash grab. Any enterprising legislators interested in picking this low-hanging fruit?

Aaron made a huge difference in my experience with Spectrum. Dumbed down the tech talk for me to understand (ha!), got me the best deal possible on WiFi, and even saved me $20 on my cell phone bill by switching to spectrum. Thank you, Aaron!

The office in Palm Springs is under construction, but they still offer many services. There is also a Payment Kiosk where you can pay your bill. I only gave them 4-stars for lack of privacy when talking to customer service representatives. Everyone waiting in the seating area can hear your conversation.

Very slow but friendly. Even with an appointment

There is usually a wait here, so be patient and be prepared to sit your turn even if you are just dropping off equipment. The staff is generally very nice, if you are pleasant to them. It is a high stress job for sure. They can be very helpful in resolving problems and negotiating plan discounts or modifications if you think you are paying too much.

Got there first thing in the morning and had to wait an hour to see the person at the desk. When I got to the desk, the guys name was Ray, and he was terrific. He helped us and got everything done and was very courteous and nice. Kudos to Ray.

Easy and efficient. Scheduled a technician in two days. Fantastic service

Try calling them ladies and gentlemen. The recording redirects you to next available team member. Ive talked to people in the Philippines, South America, Indonesia, folks Im in America, thats where I need assistance. Not a fan of spectrum

Worse than the doctors office waiting room.I wish I had known you could make an appt before showing up.I waited 40 minutes after arriving, which is consistent with previous visits.

Waited for a hour, then left. Total joke due to the phone service now. It took 1 hour for each customer to choose phone and plan. I went from #8 to #6 in a hour.

Horrible several people 10 to 15 standing and waiting with only two people helping and nobody moving

Staff very unprofessional, multiple employees had attitude, it was obvious they did not want to be there. I used to me a cable tech for spectrum and this service was trash.

Nice place to wait for service. Staff friendly even though they work non stop.

I came in with out an appointment and left pleased in under 20 minutes. Very quick and friendly service.

Just went to make a payment very easy

Horrible horrible horrible experience at the Spectrum store. Only one customer service rep available and approximately 12 customers waiting in line. Drop box is closed and automated payment machine was broken. Horrible employees totally useless. And our rates increased because they are remodeling the Palm Springs location. Horrible horrible horrible!!!

Willing to assist and were expedient with all customers.

Better Hope Spectrum Doesnt Disconnect Your Service by Mistake!. They just did that to my service, while working on my neighbors service! My service went out after the service guy left. What a coincidence. He clearly disconnected my service when he was working, for about an hour, on the next unit and didnt reconnect mine as he should have. How long to restore service? FOUR (4) days!!! Like to be offline for 4 days? Thats Spectrum repair. And they want me to add TV and Phone service. Then I would really be up the creek. Are they unresponsive or what?

I saw this crazy reviews I was really thinking to not go there but I finally decided to go and I luckily met Maggie, if you want a great service and want to be treated great see only and only MAGGIE MAGGIE no one else just remember you will be 1000000% satisfied if she is busy wait for her. actually I can say she was the reason I stayed and got my Internet

The BEST place to test your patience. If youve read the other reviews regarding long wait times, theyre on point. One person working, over 10 people waiting. They need a better system.

Friendly service. I recommending making an appointment...I did not.

When TimeWarner adopted the name Spectrum I had hoped their customer service would have improved. Unfortunately, that is not the case. It is never an easy interaction with anyone that works here, whether it be on the phone or at he brick and mortar store here. If you have to go in here for any reason at all, my advice is to make an appointment. Otherwise, you risk a 20 minute to 2 hour wait. If everything wasnt so difficult with Spectrum the lines would move much quicker, but as you sit there waiting to be called, you hear the interactions between the customers and employees and 90% of the time there is a negative tone involved. If you are going to get equipment and have the option, I would go with the home delivery! Save yourself the aggravation.

Terrible customer service; false advertising; expect at least a 25% increase annually. Good luck understanding the tech support people, my 3 year old grand daughter speaks better English then the ones Ive dealt with. There is no incentive to be a long time customer, actually newer customers are treated better...

Unhelpful!

No estimated wait time, you have no idea if you are going to have to wait 5 minutes or 50. Unfortunately it was 50 for me. They have lots of TV screens to keep you occupied, but the sound is turned off! I mean, why dont you at least put on subtitles. Zero effort on customer experience. And the wireless router they have me, it was used, and previous owner had changed the network name, and password, so after a frustrating hour of trying to trouble shoot,I had to return it.

Robbie was very knowledgeable and helpful. He took his time to explain our options and never rushed us or pushed us to make a decision.

Need to have on staff

I feel sorry for their employees. This companys policies are one of the worst I have ever experienced and these poor employees have to defend them. If there was another option in this area I would take my business elsewhere

Only used kiosk.

The attendant was very knowledgeable and helpful Thank you

Unfortunately, SPECTRUM has the monopoly for our cable service in the valley. Over priced and a terrible value for the money. Shopping channels, Spanish language channels, low definition TV channels and a multitude of uninteresting repetitive programming. Monthly rotation of the same movies and TV programs is getting old. Why isnt there more competition in the valley? Why cant there be several cable providers offering service in a area? Why isnt Local government, who gives the cable company the local franchise, demand more from them? We deserve much better!

I got lucky I went there on a Tuesday at around 10:30 in the morning and it wasnt that busy. I was cancelling my service due to a move and they were very helpful except the equipment and closed my account out for me efficiently.

Worst cable company on the planet!

The electronic sign in is a joke. The attitude of the service representatives is NOT service oriented. I felt like an interruption instead of an opportunity. The process needs streamlining for sure.

My experience in their store was AWESOME! The 3 star rating is because it took too long to get through on the phone for technical support and I had to make two trips to the store to solve my issue because they misdiagnosed it.

I think the prices are ridiculous, the technicians are great. Its pretty hard not to use them if you live in this area because they do have the 1 gig speed internet. Thats the only thing I use them for is the internet. Cable is way too expensive. Alarm is way too expensive.