TECH: Spectrum-users customer support problems?

[Esther Schnaidman <DE1088@AOL.COM>]

Hi everyone,
       I am wondering if it is just me or is anyone else also having
difficulties with customer support from Spectrum?  I have been using this company
(formerly Winnebago) for 6 years.  I don't usually need much customer support
since we can usually take care of ourselves ok.  But there are times when we
really need their help.  In the past, I have found them to be very knowledgeable
and efficient.  Unfortunately, since the beginning of the year, we have had
various issues which required their assistance.   Their hold times have been on
average of 40 minutes.  Then their tech support don't seem to be able to get to
the root of the problem and the phone calls go back and forth for days. I have
spoken with a supervisor, but I still don't feel any customer satisfaction.
       Today, I was on the phone with them for over 2 1/2 hours (with a
previous problem with the inhand) and the guy was getting very impatient and
condescending towards me.  This is the second time this has happened.  On the phone,
I was so frustrated and insulted that I was reduced to tears.  Finally they
had one of their "experts" call me and she finally solved the problem within 40
minutes.  I called back the supervisor and left a message but didn 't hear
back today.
       What can we do?  I think it is terrible and unethical to charge
customers hundreds of dollars just to have us dread calling them for help.  They
know that we depend on their support.

Thanks for your advice

Esther Schnaidman


Librarian/Media Specialist
Yeshiva of North Jersey
River Edge, NJ

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