Optimum — Local services in Tyler

Not this Tyler Store Optimum provides terrible customer service for the over priced service they offer! I was a loyal customer since 2015 with a price increase annually. They never updated the equipment in my home, Then when I finally canceled the service it seemed going from bad to a worse experience. I explained that it was over 80 miles round trip for me to just drop off the equipment. I was not going to a town where there was an optimum store until the middle of the next month. They also billed me for an additional monthly charge even though I disconnected the service plus the charge for the equipment that had never been updated as if it were new Today someone from Optimum showed up at the house without any notification to pick up the equipment. I was not home at the time so they left a tag on the door to call. I could not read the handwriting. I tried several combinations of numbers to see if I could get the person who left the tag. I even called customer service which was my biggest mistake, I found out that now I am being charged an additional $345 for the ORIGINAL Sudden Link TiVo box. The customer service representative spoke with an accent that didn't come from East Texas or the USA that I have ever heard VERY difficult to understand. Along with most of the representatives that I spoke with over the past few months when I called for assistance. The high cost of service, and poor customer relations due to communication with the people are why I leaving their service.

I'm absolutely LIVID!!! Lord forgive me for...

Will never go to this location again. Went in upset cause the people online already messed up my account. I walk in explain it to the guy naturally instead of understanding the situation he just tries to sell me a new phone. When that doesnt work instead of using a buy on us promo the manager tries to be slick and offers to just sell me a whole other phone on top of what i already owe which just increases my current bill making things more expensive fixing nothing. Then the guy starts talking about how great and how much better all these $600 phones were which find out their stats are even lower which shows the guy didnt even know what he was talkin about and was just trying to make a sale. Then they kept pushing me to buy so eventually i just said no then he wanted to argue about my decision for 30mins until i told him i just want to pay my bill and leave. So as the final last straw he goes FINE whats the phone number i gave him my number and then he asked for my card which i gave him....he paid off my dads phone NOT MINE! Worst experience ever and the manager was sitting beside him with an attitude also wanting to do nothing but argue and act like im lying. Note to all the employees if u cant help a customer then process what u can and allow them to leave no one wants attitude and arguements or...

abys·​mal - immeasurably low or wretched; extremely poor or bad

Tomorrow will be two weeks without internet service. Communication wires are literally hanging low across the road outside of our house and have already been hit by multiple trucks. Still no one here to fix them. Really wish another provider were in Tyler to provide some competition. Abysmal service from sub-Optimum.

UPDATE

Well, the situation went from bad to worse. After receiving the "Response from the owner" below, I reached out to Optimum when my bill was not adjusted for the nearly three weeks of missed service. I spoke with two different representatives who said that they would refund roughly $6.00. Apparently, their records showed our service being down only three days so that is all they would refund. I had no idea I would need to prove that we were without service for nearly three weeks!

Fortunately, I have a rather prominent position at a local college, overseeing several programs including business. HERE IS MY PROMISE TO OPTIMUM: I will tell this story to the 80 faculty members I oversee and to every business class every semester as an example of what NOT to do to your customers. Again, abysmal service...