Optimum — Local services in Town of Wappinger

With millions of customers , obviously not everybody will have a great experience. Mine was excellent minus one star. I needed service on a private road with a confusing postal address and while initially Optimum said they were not the carrier for that road when applying online, I called, because Optimum is what cable mover said. The representative (Beverly) went to great length to figure this out, had a field review done, called me back on a Saturday and eventually I got hooked up as promised and almost immediately. Turns out their service was always there with a great signal, but due to 7 years of nobody living at the house they couldn't tell. Installer arrived as promised and figured it all out in 45 minutes. Despite everything working right away, he still made sure all pole connections were up to date. Very helpful installer , even dug me out of the snow. Then comes my one star deduction for trying to get the ordered plan corrected . An endless loop of voice prompt options, none applying to my problem. Dialing "zero" will not get you the operator to figure out who you should speak to. That is bad!!!! Ended up doing an online chat and figured out what has to be done too get my plan corrected. All in all one should not expect a perfect world, especially in cable. Just keep going until you get what you want : PUT UP WITH IMPERFECT HUMANS. (IF YOU CAN SPEAK TO ONE THAT IS:-)

April 5, 2018 Update Cable industry customer service at its finest (sarcasm), as in confirming bad reviews all cable companies get.. Got overcharged, credited incorrect and now the saga begins:

Website directs one to FAQs or one can chat, so:

1. Chat with Javier, explaining things. While polite he could only see what I can see on the website and not issue a credit. Somebody will call me within 4 business days.

Yes, if you had you bet money that would not happen: You would have won that bet!

2)Another chat with Javier, who did not remember me, besides my situation being very specific! Maybe Javier is just the chat name showing up and multiple people answer under that name or Javier has a bad memory? Promise to get this to the "escalation team" Somebody will call me within two working days.

Yes, if you had you bet money that would not happen: You would have won that bet! 3) Figured out from a convoluted web layout how to contact Cablevision by e-mail. Clearly everything is set up, so they do not have to talk to you or do anything! E-mails do not allow attachments and generic reply is we'll get back to you within 2 days.

Yes, if you had you bet money that would not happen: You would have won that bet!

4. Decided to call and got Scarlet, who could not understand what I was explaining, but finally got to verify that what I was explaining was correct. Told her it's my 4th try and that they do seem clueless on how to handle things. Never mind promising replies that never happen. She promised to accelerate it to the "escalation team" and I would be called within 2 days.

Yes, if you had you bet money that would not happen: You would have won that bet!

All of this over an incorrect charge of $ 79.00 which should have been credited on the first try and a few $;s incorrectly credited.

Initially I was planning to stop by the local office, except I expect that the reps in that office do not have the authority to issue credits and would djust promise to send it to the "escalation team" and I would get.........

Now I'll try my luck with a letter and I predict I will not get an answer. Maybe we get lucky and at least get the credits which are due.

In summary, the company is definitely overwhelmed , badly organized in customer support and/or understaffed to take care of even the simplest issues. (Mine is very clear) They do not even assign a case ID (I asked for one) to keep track of an issue.

For now I would rate customer support as 5 minus stars if available.

On the positive side , the cable connection, wifi etc....

Avoid Optimum service at all cost, if possible. I had a service call a couple of weeks ago and was told that if the problem was on the outside, it would be covered, but if it was on the inside I would be charged $80. The guy came, removed all inside cables and checked the signal coming from the outside and he wasn't able to get a response. He spent roughly 30 minutes outside checking a cable box in the front of the house and then in the back of the house, then he got a signal. Looked at one of my interior cables and decided it looked old and "could cause intermittent disruptions" so he replaced it and left in such a hurry that he didn't re-cover the wall outlets that the cable is connected to, nor the outside cable box. He also left tools at my house which I called him about and he later text me to say he'd come get them, but never did. Finally, the next day I get a "Work Order" that says I will be charged $80 which also had a forged "Customer Signature" on the bottom because I never saw that work order.

I called Optimum and the first representative I spoke to agreed that I shouldn't be paying the $80 because he clearly did work on the outside and anything he "fixed" on the inside was not actually broken. That cable he replaced is fine. She said someone from service would call me within a week to talk about it. That call never happened. So I called back and just got off the phone with a different representative who stated he wouldn't credit me because the work order claimed he did some work on the inside of the house. It does say he did work on the inside of the house, but he's also lying about what the actual problem is. Basic problem solving here, if you check the line coming into the house and don't get a signal, then spend 30+ minutes outside replacing things and suddenly the signal is working, the problem was on the outside. Now I'm being billed an extra $86.50 because this company is completely dishonest.

Verizon is working on getting Fios in our area and I will be switching the second its available.

EDIT: I filed a complaint with the NY DPS and a customer representative from Cablevision called and we discussed the matter. This led to a direct call from a supervisor from Service and we discussed the situation as well and he is crediting me the $80 charge back as well as sending someone out to re-attach the cover of the outside cable box that was left open as well as collect the tools that were left.

I have updated the review to 3 stars to reflect their willingness to help, but I did have to escalate the matter through the NY DPS to get to this point which seems unnecessary.

EDIT 2: It has now been a few months and no credit was ever applied to my account. I am once again reducing my rating to 1 star as I have still been charged a service fee for an issue outside of my home which is...

Liars, thieves, incompetants and rude - any other service company would be NO more. Why are they still around ?

I gave a salesman that came to my door a $50 deposit. He gave me a receipt. He also told me I'd get free Netflix, this was a year ago. They couldn't locate my deposit and said they emailed my Netflix info. HUGE BS on both counts, they basically ripped me off. Call customer service and you get switched from one Latin operator to the next, each a little harder to understand as you go up the supervisor ladder.

The last supervisor I talked to said, the company doesn't care about us, the workers why would we care about you ? I had him repeat it twice more times, I couldn't believe the level of non-caring equaled their level of incompetacy.

So you'd think going there in person, they'd be good. Right ? Nope. No way to talk to a Supervisor, no supervisors in the company office where there are hundreds of drivers representing their product and no way to expedite the problem even though I was the only person in the line. I was told to "GO HOME AND CALL CUSTOMER SERVICE AND ASK FOR A SUPERVISOR!?!?"

If you want cheap price with absolutely NO real customer service, any CS you do run into is from incompetant and/or rude people then this is the cable company for you.

They stole money from me, lied about service, never issued outage credits when service was down for days.

SEEMS APROPOS THAT A FRENCH COMPANY OWNS THEM, THEY CONTINUE TO BE RUDE AND NASTY TO AMERICANS JUST LIKE THEY DO IN PARIS.

I lost Cable, Phone and Internet for 5 days and they couldn't care a less. This company is light years from Verizon. I'm sorry I switched but save $100 a month was too much of a savings.

I don't believe they train their people to do anything more that punch a keyboard and give customers replacement equipment. Rude, untrained people can't even explain their own equipment registration process completely. When a problem comes up, you must call and wait on the phone for 30 mins to an hour. So why go into...