Spectrum Customer Service

Spektrum service "fully restored", but issues are left open.

COUNTY ORANGE, Fla. - Spectrum said that all service was fully recovered to clients in Central Florida by Tuesday afternoons, after a huge failure. Spectrum communication manager Joe Durkin said in a Tuesday afternoon declaration that Sunday evening storm is causing the failure. "However, even after the restoration of commercially available electricity, problems with electricity continue to affect some Spectrum TV service throughout the day," Durkin said.

"Like I said before, the engineering team worked around the clock to solve the problem as quickly as possible. "Durkin did not explain why electricity emissions continue to affect some utilities even after Sunday evening energy was recovered just after it expired. A number of clients who went to Spectrum's service centre on All American Boulevard in Orlando on Tuesday afternoons said their service had not been re-established.

" Thurkin said he couldn't comprehend that. "Can you help me tell the customer what you mean by "answers not given"? "in an e-mail to New Six. "We confirmed the effect on our service, stated that our engineering staff worked around the clock to solve the problem, and apologised for the discomfort it was causing our clients.

We focused on quickly and fully recovering the service - we will fully investigate what was causing this problem after the service was recovered. "However, some clients disagreed. A dozen of buyers reported to News 6 on Monday and Tuesday that the information Spectrum provided did not contain how many buyers were affected, what was causing the failure, a timeframe for restoration of service and whether they would be accredited for the service's failure.

But Durkin did not raise these issues. Clients said that a captured note only acknowledged the failure, apologised for the discomfort and noted the recovery effort. Clients said they had been waiting on holding for almost an entire hours to talk to agents who did not know more than the record had indicated. A few clients were so angry that they went to the Spectrum service centres while on the telephone.

6 message Durkin sent several emails and quotations from disappointed clients it had gotten in the last 48 hour, inclusive: "The problem is countrywide, so it wasn't the hurricane last evening. It' been down for over 12 and a half hour, which is not a regular failure. So why aren't you in your offices asking for the cause of this unbelievable failure?

" "12 hour without service, can't get through to techsu.... since all the phone wires are engaged, no phone call at this point, nor can you reach them on-line. Terrible customer service. "This is the second in the last three month that the spectrum has had such common failures.

" "It'?s too big for a failure to be triggered by lighting. On Tuesday night Durkin published a declaration. "Clients who have a query about their Spectrum accounts should turn to us so that we can work directly with them," Durkin said. Clients said they would not get through to a salesman if they tried to get in touch with Spectrum.