Did you have a living room packed full of friends for a football season kickoff party on Thursday, Aug. 31, only to see the screen go black in the middle of an exciting game?
Did you have to go out and buy your mother an Apple TV box or a Roku and then spend half the day setting it up and teaching her how to use it so she wouldn’t miss the fantastic tennis being played in the US Open?
Are you a Duke fan who didn’t get to see the greatest Duke football upset in history because you are a Spectrum customer and Spectrum wasn’t showing it?
Well, don’t despair. Spectrum feels your pain, and, in response, the company is giving viewers $6 for the trouble of missing nearly two weeks of great sports, not to mention shows that kids love and get upset about if they can’t watch. Yes, that same $6 is also meant to cover the emotional cost of your children’s tears.
Don’t spend it all in one place.
During the channel outage that resulted from the war between Disney and Spectrum cable – an outage that began on Thursday, Aug. 31 and ended on Monday, Sept. 11 – those who called in to Spectrum customer service were told that they would be getting a $15 refund due to the outage.
One customer service representative for Spectrum said on Wednesday, Sept. 13 – two days after the channels were back up – that customer representatives were told earlier that the rebate would be $15, so that’s what they were telling people who called in. Now the amount is $6, she said.
However, when a complaint was made about the $6, the representative said she could raise the amount by $9. The representative told the Rhino Times that customers were getting $6 back, but, if anyone called in and complained about that amount, representatives were instructed to add $9 – thus totaling $15, the amount initially promised.
When the call was escalated to a manager, the manager said that even $6 for customers was more than fair because, in reality, looking at the percentage of channels lost and the time they were lost for, mathematically, he said, customers were really only entitled to $3.25.
When he was informed that many customers had to go out and buy streaming boxes and pay $70 for a month of service with Hulu or YouTube TV in order to recover the programing Spectrum was not providing, he said that by no means would the company cover any of those costs – even if a customer wants to cancel.
A few states have laws that force Spectrum to allow a customer to cancel in the middle of a billing cycle and get a prorated share of the money back. However, in North Carolina, if someone wishes to cancel a Spectrum account, Spectrum will not cancel an account immediately and refund a prorated amount for the remainder of the billing cycle. Instead, all Spectrum customers in this state have to pay for an entire month, even if they want to quit on, say, the second day of the billing cycle.
The manager blamed Disney for the outage, saying that Disney had repeatedly raised the prices for Spectrum to carry ESPN and Disney channels in recent years, which, he said, was very unfair to Spectrum.
He didn’t mention that Spectrum has been repeatedly raising prices on its customers in recent years, and that, in some cases, customers who were guaranteed in January 2023 that their current pricing was good for 12 months saw Spectrum raise their rates just three months later, despite what the company had promised.