In my recent dealings with Optimum, I had two very different experiences with customer service on…read morethe phone and with the representative in the Edison, NJ store.
1) PHONE CUSTOMER SERVICE EXPERIENCE - 1/5 stars. This was a very bizarre and unsettling sequence of events. I called to change my Internet and TV to a different package. I was quoted $140 for this specific package, but informed that the price could not be changed until I visited the store and returned my cable boxes to exchange for a streaming box. Seemed simple enough.
When I got to the store, I was informed that I also needed to bring my internet router for exchange, because the current one was not compatible with the new package. I drove all the way home, secured my router, and brought it back to the store for exchange.
When I called customer service at the store for them to change to the $140 package, I was informed that that was the correct price, but the change would only be made after I installed the devices at home and called them back.
I followed these instructions. The streaming device installation went smoothly, but the router I was given was an incorrect router. After hours on the phone with IT and customer service, I was told I would have to go back to the store and get a different router.
This was the third time I was heading back to the store in the same day. I went back, got the correct router, and brought it home for installation.
After everything seemed perfectly installed, I called customer service to change the price to the previously quoted $140 package. This is when things started to get beyond frustrating. I was told that there was no such package and that there were no notes on my account depicting these discussions. How could this be possible? I had just been in the store with a representative, who heard the $140 quote and quoted me the same in person. Now, after following all of the instructions, visiting the store multiple times, spending hours on the phone, I was being told that this deal no longer existed?
I decided to take a break and call Optimum the next day because it was too stressful. The next day, upon calling I continued getting told that the deal did not exist. Very frustrating and unprofessional experience. Felt completely like a bait and switch situation- "do this and you'll get this price" but then you do what is asked, and Optimum doesn't follow through. Horrible!!!
2) IN STORE EXPERIENCE - 5/5 stars. Andres P. at the Edison, NJ store was incredibly welcoming, helpful, and attentive from the start. He calmly guided me through the steps, and when things started to go awry, he told me he could assist speaking to customer service and would have my back. He had plenty of notes documented on my account and confirmed everything I had shared to customer service.
Andres really knows how to deal with clients. He is thorough and makes you feel like he really cares. I am 100% sure that if it wasn't for his help, the deal would not have been pushed through. He verified everything and stood by my side on the phone when explaining the situation to customer service. Thank you so much to Andres P. for his dedication!!!
