Optimum — Local services in West New York

I write this review after dealing with the most unprofessional experience with Optimum's customer service one can imagine. After a service call to repair my equipment, I was told that the modem was old and needed to be replaced. The model the technician had was incompatible with the service speed I has so I was willing to increase the speed so that he could install it. The service technician said he would return after I completed my upgrade, so I called customer service and made it clear that I did not want a new modem shipped and I was not ready to go fiber on the service at this time. The customer service rep assured me that he understood and I agreed. It turns out that they instead they ordered a shipment and an upgrade appointment against my wishes. When the service tech never returned with the modem, I went to the Optimum Store where Nereida was the consummate professional and advised me that she could not provide me with an exchange because of a pending order and that they were shippping me the modem against my wishes. I appreciated all her attempts to assist me, but I needed to call customer service, which I did. At this point, I was so unhappy with the situation with Optimum that I decided I wanted to go back to my old speed and cancel the order. After spending almost an hour, I was assured everything was cancelled, and went back to the store to exchange the equipment, only to be informed by Nereida that she was still locked due to the pending order that was supposedly cancelled. After calling customer service, by that point, a third time, I was told that the order was in fact, not cancelled and that there was nothing that could be done, and in fact I had an appointment for a fiber order that I expressly did not consent to. Nereida patiently tried to work with the representative on the phone for 15 more minutes, only to get the same result. As someone who is in the service industry, all I can say is that Nereida was awesome, knowledgable and the only interaction today that was professional in any way. When I get my equipment, Customer Retention will be getting a call. Corporate should be embarrassed by their phone based customer service. The five star review is for THE STORE ONLY. If only you could remotely replicate the level of customer service for your phone reps that you have at the West New York Store, you'd be a million times better off than where you are now. If I could give ZERO STARS to corporate, I would. To conclude, a BIG THANK YOU to Nereida for caring and going above and beyond to try to help a customer when corporate treats you like...

I went to Optimum’s West New York location after my cable box went black and nothing I tried worked to fix it. I was torn over whether having an Optimum technician come to my condo or driving over to the store myself. I am so glad I decided to go to the store in person. As soon as I walked in I was greeted by Kenneth and Henry and they were both ready to help immediately. I wasn’t even done explaining the issue with my box and Henry was already getting me a replacement and Kenneth was sitting me down at a desk to take care of the computer work, 2 very nice people. The entire process took maybe 10 minutes, I wish everything in life went this smoothly. I will not hesitate to go back to this location again if I ever have any...

I visited the West New York location to drop off my cable boxes, and was told I should have canceled my account before dropping off the equipment, which I would have done but the person I spoke with at Optimum told me I had to drop off the equipment first and because it was Sunday that department was close when I tried to call. I was very discouraged because I came a good distance to drop off the boxes. Fortunately the rep Christopher was able to help me with closing my account and returning the equipment. He was very helpful and was also able to get me a deal on my internet. If it wasn’t for is thoughtfulness I would have to make a trip back to the location. Overall I was very happy with the service provided by...