Complaints about Spectrum have run — well, pretty much the entire spectrum.

A week ago I wrote about problems consumers in our area are having with Spectrum, which provides cable and internet service throughout the region and as part of a contract with the city of Coeur d’Alene. Many subscribers contacted me before last week’s column. Many, many more complaints have been sent to me or called in since the column.

Unfortunately, corporate leaders of Spectrum (Charter Communications — CHTR) have “declined” to conduct a public meeting to talk with consumers. Instead they have opted to address consumers’ problems on an “individual basis.”

My suggestion was for Spectrum to conduct a public meeting, not to solve subscribers’ problems at the meeting, but rather for Spectrum to provide a person to talk about the customer service standards of the company and specifically what Spectrum has planned for our area in the near future as well as what we can expect down the road.

Spectrum could also have provided a local contact person or local telephone number for area consumers who are having problems; instead they are referring all complaints to a national call center or forcing consumers to come into the local office and wait in line for a customer service representative.

Note to Spectrum: There are many in our area who find it very difficult to come into the office. I myself am slightly disabled and a “senior.” I find the Spectrum office setup very user-unfriendly. You must stand while talking to a customer service representative and there is very limited space for those waiting to be served, to sit down. The public office is difficult to use for anyone with a mobility issue. The address of the only office in our area is 2305 W. Kathleen Ave., in Coeur d’Alene.

For those attempting to resolve problems by calling Spectrum, you will be routed to the national or regional call center. Also, if you try to use the internet to connect to the Spectrum website, you will be funneled to the same national call center. The call center doesn’t seem to have a clue about the reality of service in our area. Problems, concerns and questions are given short shrift and often dropped or misrouted. It seems the call center personnel are often not familiar with the services and bundled packages of services offered in our area and promise services and internet speeds not available in North Idaho. This combination makes for a very unhappy customer.

The regional office of Spectrum, in Denver, has asked me to send customers’ complaints to them. To date, every customer email sent to me has been sent to the Denver office of Spectrum, then was sent back to the Coeur d’Alene office and resolved. It seems like a long way to go to handle complaints but I can’t change the national policy of a giant communications company. As your CDA Press Consumer Guy, I will continue to help everybody I can to get his or her problems solved.

Please send your complaints to me by email at: Spectrum@tarex.com. I will immediately forward them to Spectrum corporate. Also please email or call me when your complaint gets resolved. For those readers without email, please call me direct at (208) 449-7222.

I believe Spectrum is honestly attempting to provide our community with good service. I also honestly disagree with the way the regional executives are going about it. Until the service they provide us matches the TV commercials they continue to bombard us with, I will keep trying to help consumers resolve problems. Unless Spectrum solves these problems, they very well might find themselves called before our local city councils for some explaining. People of North Idaho are patient — but not stupid.

Consumer Quick Tip: Get second opinions on all major repairs — cars, heating and air conditioning, plumbing, etc. Don’t let anyone stampede you into agreeing to major repairs or replacements. One of my readers was told that he needed a $2,700 heater for his shop. The second opinion revealed he only need a new thermocouple. The part was less than $20 and the installation costs were minimal.

Be a smart consumer. Get a second opinion!

I have many more interesting cases that I’m working on as The CDA Press Consumer Guy. Call me, (208) 449-7222, email me, CDAPressConsumerGuy @gmail.com, or fax me at (866) 362-9266. Also include your full name and a phone number.

I am available to speak about consumerism to schools, and to local civic and service groups.

- • •

Bill Brooks is the CDA Press Consumer Guy. He is an active Associate Real Estate Broker for Tomlinson-Sotheby’s International Realty in Coeur d’Alene.