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I have had Time Warner Cable with 1 DVR, 2 video playback boxes and 1 basic cable device for years. Spectrum acquires TWC. 1 of my cable boxes that allow playback of programs recorded on DVR dies. I live in Mt Vernon NY and stopped by the Spectrum Store on Mcquestion Parkway. They gave me a replacement box. Couple weeks later I discover I can't play any recorded programs thru this box on the TV it is connected to. I call Spectrum Tech support 914 699-**** and the rep tells me to simply go by the store and tell them I need a box that allows playback. I send my wife because she's going out to shop. She comes back, same box, stating they said they can't replace BUT she can get a DVR for $6.00 plus a month. I call Customer service again, the rep apologizes and tells me he will update the record and to go back down to the store and EXPLAIN I have a DVR for my home i just need the playback box...

Here's where it gets NASTY...

I walk in with the box that doesn't allow playback in a bag. 1 other person in office 2 rep at desk but you still have to sign in; OKAY, no problem. Sign in wait to be called. Explained why I'm there, wife was here earlier, came back with the same box. I just spoke to customer service phone support, the rep told me to come back.

Spectrum Rep... " WE CAN"T HELP YOU!"

Me... " Please check my account I was told to come and get a box with playback."

Spectrum Rep... " Sorry sir we don't carry that equipment. We don't offer that any more...."

Me ... " But I have the DVR, which I pay for along with subscription channels and equipment. This is what Spectrum gave me to replace my playback cable box. I'm just here to pickup another, WHICH the Spectrum Rep told me I could do."

Spectrum Rep.... "Sorry sir you can try one of our other stores, either 96th street or 178 st ."

Me .... " Can you please call down there and check to see if they have a box, so I can go pick it up?"

Spectrum Rep... " No, we can't do that! "

ME ... " You're kidding me, right? You can't call to ask if they have the box I need??"

Spectrum Rep ... "No, we're not allowed to check another store's inventory."

Me ... " Okay, so what can I do?" ( NOW starting to really get pissed!)

Spectrum Rep ... " Well, we can send a tech to your home and maybe he'll have the box in his truck. How's Tuesday the 28th between 9:00 and 10:00?"

Me ... " No good. Can we make it Friday the 1st? What's the earliest appt.?"

Spectrum Rep ... " 8:00 - 9:00 am."

Me ... " Can you update the log to tell him to bring a box?"

Spectrum Rep ... "Sure but that's assuming that he reads it."

This happened at Spectrum 701 N MacQuesten Pkwy, Mt Vernon, NY 10552 Saturday, May 26th @ 12:45 pm

2 women at the counter 1 black with braids and tattoos and the other hispanic. BOTH less than helpful

What kind of SERVICE am I paying for ??? Phone customer service pleasant and accommodating. STORE Customer Service SUCKS... You hold me by the short and curlies. Maybe my ONLY recourse is to send this complaint

Reason of review: Poor customer service.

Spectrum Cons: Customer store service store reps sat may 26 12 45 pm no help.

Location: 701 N MacQuesten Pkwy, Mt Vernon, NY 10552, USA

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