Papa's got a brand new phone! My experiences with Spectrum Pearl City Store have been consistently positive. It is a usually crowded, so make an appointment! I had one so I was able see a representative right away. I wanted to get a 17 Pro Max. Clyde Jacinto helped me get everything set up and even offered to transfer everything from my 11 Pro Max over to the new phone and wipe everything off the old one. He got the transfer going, I went for a 30 minute walk, and when I got back everything was done. Smooth. Clyde then proceeded to show me all the neat things I could do with the 17 Pro Max. Great fun! Before I knew it, I was walking out of the store with my new phone. Couple things - Make an appointment! And if you're getting a new phone, know your Apple Account password! Again, many thanks to Clyde Jacinto for all the help! read more

I cancelled my service and was told just turn in my equipment. I did and now I still owe money for service not render. I spoke to Chris to close the account and when I turned in my equipment to Al. I asked for a receipt so I have proof of returned equipment. Al prints one without my name and wanted me to sign. I wouldn't sign unless I see my name on the receipt. Then Al commanded for my Id ... didn't ask politely. I did point out that he could ask politely. He did print another receipt with my name and account. read more

This is more of information than review. You can book an appointment in advance online that's what smart people. Old people like me walked in and waited roughly about 30 minutes. Not too bad. Staff are efficient and professional. However, you have know your devices. At least the basics. For us we just wanted to switch out our old modem and router as Spectrum recommended. But with anything else we all make mistakes. I think the very first staff gave us modem and router that were not compatible. So we kept switching out the router multiple times thinking it was just that. A technician came out too but no fix. The happy ending was that we got brand new compatible modem and router. Yay! Lesson: make sure your modem and routers are compatible. You should not mix and match! read more

Eric at Mililani Spectrum store would not replace the broken phone iinless my wife was there? Been with them since they took over Sprint. I pay the bills with my credit card and have from the beginning. My gold star Hawaii drivers license and two of the phones on the account along with the credit card that has only my name and has paid faithfully from Spectrums beginning in Hawaii. Spectrum Mililani do yourself and Hawaii a favor an close. read more

Highly recommend making an appointment I was in and out in 5 minutes this place is always packed

Wow... this is the best Spectrum store on Oahu! I tried the Ala Moana location... OMG... i think I went back the next day because the wait was too long! I thought Kaneohe (at Windward Mall) was better since the wait was shorter... However, Spectrum at Pearl Highlands was so efficient... whoa! I was in and out in a couple of minutes! Of course... i was just there to turn in my aunty's modem. It was a simple transaction. Thank you for being so quick! I appreciate the free, shared parking at this shopping center. The interior was clean, bright, and air-conditioned! It was wonderful! read more

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If you like to wait in long lines and drama, this is the place for you. Sitting here for about two hours to return equipment; I've seen more drama and action than Jerry Springer and the DMV combined. While I was sitting I've seen multiple customers leave upset. One guest was promised a phone the week prior. They were told to wait in line or spectrum can call them when a manager was available. That comment sparked outrage, "what do you mean call me!?, I don't have a phone". The customer was upset began yelling for a manager and stormed out. Another customer came in for an iPhone 17. He was told to sign in and wait. This customer was waiting an hour longer than I was. As soon as they called his name he asked to buy an iPhone 17, they told him they didn't have any. This customer was upset and livid. He exclaimed that he waited 2 hours for them to tell them they didn't have any. He exclaimed, " You guys could have at least have the decency to put a sign on the door that says, 'no iphone 17 in stock'. " I'm glad that this store is in Hawai'i, because where I grew up in the main land, those customers would have spun the block and done something that would have warranted the police. My over all experience, I think spectrum needs to find a way to reduce wait times as well for this store, maybe have a floor manager or someone that is tentative to the customers that are walking in. Almost every customer walking in to this store who hasn't visited this location walks in like a lost dog. Every representative is behind a computer with tunnel vision, either with a customer or not. But that's my 2 cents. Next time I need Internet, I think I'm going to shoot for Fios and Hawaii telecom. read more

My mom has had Spectrum since 2017. Her bill has gone up and she wanted to reduce it so she went in to this Spectrum location in December and talked to an associate who gave her some options to cut back on the number of channels in her plan. He told her to come back before the next billing cycle to change her plan. She went back before the next billing cycle to update/change her plan to reduce her bill and another associate told her that the current plan she had was the best plan and proceeded to tell her to go somewhere else if you don't like it. She said the associate talked to her in a condescending tone while repeatedly telling her she wasn't talking down to her even though my mom never mentioned anything about her tone or being talked down to in a condescending manner. Why would you have to repeatedly tell someone you weren't talking down to them completely unprompted unless you were feeling defensive or insecure about it because you actually were. The way my mom was spoken to and treated was unprofessional and disrespectful. One employee told her to come in to update her plan and another seemed completely unwilling to listen to what she had to say or even try to help her. I told my mom to look into getting a plan with T-Mobile for internet and cable instead. read more

I'm extremely disappointed with how Spectrum's in-store service has continued to decline. Every time I visit, the wait times are unreasonable--what should be a quick 20-minute visit turns into a one to two hour ordeal for something as basic as updating an address. The staff rarely greet or acknowledge customers waiting, and it feels like there's no sense of urgency or customer service priority. It's frustrating to see six registers available, but only two employees helping people--especially when those employees are tied up with one customer for an hour or more. This seems like a clear issue of understaffing and possibly underpaying. Customers shouldn't have to waste their entire day for simple account changes. I hope Spectrum seriously reconsiders how it staff helps customers, because right now, it's unacceptable. read more

We switched from Spectrum to the other one on the island. We switched because of the fiber optic cables. However I must say that every encounter I've had with their employees has been very pleasant. read more

Mixed Experience: Frustrating Wait & Rude Staff Redeemed by Eric's Exceptional Service ​Reading the reviews for this location, customer service and wait times are common concerns, and unfortunately, we experienced the same issues. So why the 5-star review? It comes down to one exceptional employee. ​We stopped by on Monday afternoon around 4:45 PM to troubleshoot a phone connection issue. Despite being second in the queue, we waited about 25 minutes. When it was finally our turn, an older customer cut in line to speak to Clyde. Instead of directing her to wait, he spoke with her for several minutes, delaying us further. ​When Clyde finally addressed us, his tone was dismissive and frankly rude. He annoyed asked, "Did you call the Customer Service number 601?" When we said no, he declared, "Well, we are limited in what we can do in-store as they limit us... Call 601 and see if they can help you." He made no effort to even assess the issue. Clyde, if you lack the motivation to serve customers, perhaps a front-facing customer service role is not for you. ​We called 601 and spent over two frustrating hours on the phone with a representative trying, unsuccessfully, to resolve the connection. ​The Reason for the 5-Star Rating ​During this entire ordeal, another service representative, Eric, who was already busy with his own customers, genuinely cared enough to try and help us. He masterfully juggled his primary customer and our issue without compromising service to anyone. He performed diagnostics and briefly appeared to fix the problem, though it ultimately turned out to be an issue with the phone hardware itself, not the Spectrum eSIM. ​After spending over 2.5 exhausting hours there, we were incredibly frustrated with Clyde and another indifferent worker, Noel, but deeply impressed by Eric. ​If you ever need to visit Spectrum at Pearl Highlands, ask for Eric. He goes above and beyond to provide effective help and truly models the work ethic and customer-centric traits that Spectrum needs in all of its employees. ​Mahalo, Eric. read more

Came here to replace my all in one tv remote and service was quick and friendly. Took less than a couple of minutes to do the transaction. Easy to find and lots of parking available. read more

Spectrum? If you can avoid their services then do it!!! The promotions is really to hook consumers in but after that you're being told that you're promotional ended which is why charges is higher BUT here is another promotional that is available not mentioning the original promotion was cheaper. Spectrum plays games trying to hook consumers into more deals costing you more $$ implying we as consumers are stupid. Ridiculous!!! Avoid these games if at all possible. Share if there is another cable company that has LOCAL news and broadcasting. read more

As a subscriber to their 1Gig internet service, I rarely had performance issues. However, Spectrum has a habit of raising the monthly bill without any form of notification--no emails, no letters--which ultimately pushed me to switch to Hawaiian Telcom. Another frustration is that when returning equipment, they don't offer prorated billing; if your billing cycle has already started, you're charged the full amount regardless. Overall, it's been a disappointing experience with a company that feels poorly managed and inconsiderate of its customers. read more

What could improve? EVERYTHING!!! Went in to only EXCHANGE a remote. I was told to sign in and wait. WAIT.... for a 1-2 minute transaction. Ayyyyyy, every customer in there looked like they wanted to beef! SPECTRUM WORK SMART! With the amount you charge your customers, customer service should be priority!!! Thinking really hard about dropping the service. Rate -10 read more

Negative stars for customer service. 7 customers in the queue, more than half the staff including the manager went to the back for a 30 minute break. read more

they need to move a little bit faster 8 people in front and it takes 2 hours to be seen in their lines at the Pearl highlands location by the Pearl Highlands theater. no matter how often I go there they're always pretty slow you have to be the first one in line when you first open up to be seen these guys are the only cable company out there and they just love working very slowly and not helping their customers many folks that were waiting or yelling and bitching today as well very upset at the fact that they had three people servicing folks and eight people waiting to be seen the time read more

Spectrum Pearl city is the worse customer service. I do not need to go over what people are already saying about the lazy people that work there- inefficient and zero customer service. Also, spectrum some kind of backroom deal with Samsung TV and only uses Samsung for their cable box. LG TV does not work with the easy to use spectrum cable box. (no one told us) so we had to use a tiny streaming box they gave us called XUMO- people, it's rubbish, spotty pauses in recorded viewing, terrible time trying to find live TV- I'm not kidding takes 5 minutes to find live TV because the box is AI, uploads like a computer very slow, so it takes trial and error to get the XUMO box to turn on- I called several times and even the mainland customer service rep told me she has the same issues with finding a way to turn live TV on XUMO box. it's hit and miss- so if your favorite football game is on, good luck finding and uploading XUMO. It's a long process and you will get frustrated. I do not care we moved out of that state and fled to unregulated , not overtaxed and overcrowded community ! read more

New to area and went to help my daughter to establish service. We saw some packages online but didn't see the difference besides the obvious prices. Kaisa was great helping us to pick the best package. He explained them to us and didn't just try to sell us on something we didn't need. He even ensured my daughter new how the bill would be charged and about the reason for having to pay the bill today vs in March. He even took the time to tell us about different varieties of foods in the area that we should try. If you going to spectrum ask for Kaisa he will help you out and provide great customer service! Give him the employee of the year! read more

Spectrum - Television Service Providers Near Me - Pearl City, Hawaii

When in to switch over to spectrum mobile. The workers every time welcome me and asked if I needed help or said they will be right with me. Professional and very knowledgeable. The person I had interacted with. I forget his name, but he's bald with glasses and has one of the last computers on the left when you first walk in. I went during the week after work so wait time the first time was like five minutes. The second time was literally not even a second. read more

I came in to see if hey could repair my iPad that was purchased through Soectrum. Although, basically nothing could be done, Ryan was very helpful, he helped me make an appointment with Apple. He could have just said he go away. Lesson learned I should have bought the IPad from Apple where they would have a warranty. Ryan was very attentive and understanding. The best experience I had so far from Spectrum. You need more customer service personnel, the wait is always over ten minutes. Anyhow, keep Ryan he was wonderful. read more

Wait times. Lines are long. Not enough front desk support. But great customer service when u get there!!

Yesterday a big truck run over the cable wire called the customer service and they said they will come tomorrow morning at 8am. The guy came and he said to my mom were not reliable what happened and you should call the electrician. WTH, so 2 days with out a cable and are we really responsible to re-install it ourself. Any advice will help. Mahalo read more

What a massive waste of time to sit there for so long to wait just to drop off some equipment. Wait times are way too long.

Ethan was great! We peeked inside the store and there were only a few customers so we went in to see if there were any promotions available to upgrade. Ethan was friendly and easy going. He looked up our account and told us what was available and we walked out with their streaming box and remote along with a great internet and tv bundle! read more

I've had less than satisfactory experiences going to spectrum for cable related issues, but I needed to go in and exchange a cable box so we tried going to the Pearl Highland branch for the first time. It was a very efficient experience. When you check in they give you a estimated wait time and they will text you when it is your turn and also call your name if you didn't hear your phone. The service people are very polite and efficient. It takes some time for them to process your need but you'll probably leave satisfied. read more

Spectrum - Check in area - Television Service Providers Near Me - Pearl City, Hawaii

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Omg!!!! I came to the spectrum store to just return equipment from a previous tenant and get new equipment. There are 20 people in line ahead of me! Some people got mad and left. It is just ridiculous. I have been waiting 30 min already and I am only number 17 on the list. They are just good at taking your money but when it their turn to provide service zilch? read more

3rd time coming to spectrum to upgrade my phone, told in the past come in at least an hour in half before closing. I showed up an hour and forty five minutes. Christine was great, went through the motions and shared the different options. Out of no where her co-workers talks over her from a distances, only to tell me EXACTLY what Christine was telling me, precious time being wasted because she interrupted Christine's transaction. Finally told her, why are you even jumping into our conversation? She (Christine) is doing a great job explaining everything and now YOU are wasting valuable time? She shared, well I just wanted to share because there was another customer that took 5 hours. So again, why are you jumping in on our conversation? You are wasting transfer time, and I never had such issue with Verizon? She kepts talking. Finally told her, do you mind going back to your corner? Christine apologized and obviously embarrassed by her co-workers action. Maybe Christine's new, I dont know. But she was doing a great job explaining and her co-worker just stood there. Christine really went above and beyond to help, but unfortunately walked out an extremely unhappy customer. read more

12-3-21 REPOST! "Super quick service at this location. No wait time and took less than 10 minutes for me to get a new cable box and remote after not being able to troubleshoot my other one. One star dinged for the fact that the cable box I traded in was brand new, fresh from packaging. Not sure why it wouldn't connect and load the channels. Despite Spectrum helping over the phone, then remotely (which took 72 hours), still ended up having to go in-person to a location. All-in-all I'm glad this location is conveniently located at Pearl Highlands Center and has great hours." read more

Very friendly. Ansewed my questions on closing my account. Nice big store. Clean and spacious. No one on line. If you need to go to Spectrum ,this is for better than the Ala Moana location. Stay safe. read more

The customer seems here is great! We were greeted right away. The gentleman at the door helped us check in fast. There was ample amount of associates. We didn't wait long even though we were 6th in line. Before it was our turn a lady helped us to prepare by giving us a paper to write down our info (we were switching mobile carriers). The associate Ethan was VERY helpful in helping us navigate our switching over to Spectrum. Everyone was being serviced promptly and the store was organized. read more

Everything about this location is slow. I've seen a lot of staff here before but it seems like when a lot of customers come in most go hide in the back. Be prepared to wait 1-2 hours at this location before getting Seen. I waited an hour and had to leave, then my wife returned the next day and waited 2 hours. Spectrum has terrible service both in person and with their devices. read more

Walked-in with about 13-14 customers waiting (some customers are outside waiting) with only two Employees working on 11/21/2021 at 3:25pm. That one employee who is always leaving after serving a customer while others are waiting patiently. I think that is very selfish and rude of that employee to step aside while his other co-worker is helping. BAD CUSTOMER SERVICES!!! read more

Spectrum - Television Service Providers Near Me - Pearl City, Hawaii

Review over due...Wanted to give Michelle a shout out, if I remembered correctly that was her name, Caucasian female, I think she wears glasses, sorry forgot. But want to give this individual a big appreciation post. My daughter broke my phone and went above and beyond to assist me. Although she wasn't able to fix it, I did appreciate her efforts and empathy. She was able to set me up with a new phone and provided me excellent client experience. SPECTRUM PEARL CITY!!!! Please appreciate this individual for her dedicated services. Much Mahalo Michelle! read more

Had to exchange my cable box for a new one since we lost power and it tripped the wires. Mercury Retrograde! :) Luckily there was no line at 2:30pm Rhiannon (hope it's spelt right) was very fast & helpful. Just signed a form and done! Set up my new cable box at home and works great! Mahalo Spectrum! read more

ex-SPECT the unex-SPECT-ed I ventured to this location on the afternoon of 1/24/21 to return some equipment (we've just cancelled our tv service with Spectrum). After reading all the low rated reviews about this location, I'm actually quite thankful I didn't have a horrible experience at this store. Granted, I didn't have an exceptional visit either. PARKING: Very plentiful at the Pearl Highlands Shopping Center. There are 3 levels of parking available. The Spectrum store is located on the upper level/deck of the center. ENTER: As soon as you enter the store, make sure to enter your name in the line/queue. There's a iPad immediately to the left of door as you enter. You'll be required to enter your name, last initial, and the reason for your visit. After your entry is complete, your name will appear in the queue that is displayed on a monitor suspended from the ceiling in the right rear corner of the store. COVID PRECAUTIONS: 1. There are tables and seating areas available for customers that are socially distanced. 2. Plexiglass installed at customer service podiums 3. Ipad (as previously mentioned) used for customer sign-in instead of contact with the staff. SERVICE: After my name was finally called, it didn't take very long to return the equipment/devices and be on my way. The staff member who assisted me was helpful and efficient. NOTE: Please PAY ATTENTION to your name and place in the queue, as my turn was skipped (I don't know how it happened). Another customer who entered store AND signed in AFTER I did was helped ahead of me. Somehow, her name was placed ahead of mine in the queue. I think (possibly) there was a glitch in the system as I noticed (when her name appeared on the monitor) she only entered her first name and not a last initial. Since her name began with the letter "A", I think the computer didn't know where to place her except at beginning of the list. And yes, I should have said something, but I felt that the workers should have noticed the names/order of the names in the queue AND if the lady had any decency she would be mindful that other people were waiting in line ahead of her (there was one couple waiting for their turn after myself). But, like Elsa in Frozen, I just "Let It Go" and patiently waited my turn (since I was next). BOTTOM LINE: Decent customer service, though I think they should list wait times next to the customer names in their queue to help determine who was waiting the longest. read more

Staff needs to have customer service training. It was unfortunate that I had the same older man 2x I went there. He could not comprehend what I was asking & was not helpful at all. I left there confused & frustrated. I'm so glad I'm with another carrier. The worst experience ever. read more

Primarily due to a great customer service experience when calling to reschedule an install after pausing service - the rep understood the concern and was able to persuade her manager to approve the very reasonable expectation that could not be achieved in a call to them just two days prior. The dispatch and implantation team was also timely in their updates and scheduling was accurate. So the 5 stars are for the people who I encountered when trying to get services Re-initiated. read more

I saw a bunch of 1 stars and had to write this from my own experience. We stopped by to activate a new iphone and start a new cell service. Got there and signed in as we didn't have an appointment. I knew it would be a wait as we were 11th on the list with 2 workers assisting. A lot of people waited like 15 min and left. We met with the customer service person after about 30 min. He was pleasant and apologized for the wait. Got us hooked up with our services and we left about 15 min later. The old saying...patience is a virtue stands true. Service was great and we got to sit in AC for 30 min while waiting. Nothing to complain about. read more

Expect delays, not enough staff to help. Scheduling employees for this location seems a bit off.