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July 2024 by Jason Paolino
Great service, appreciate the help.
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July 2024 by DAVID RAK
Patrick was great. He helped us upgrade both phones and transfer our info to the new devices.
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June 2024 by Connor Carpenter
Pat L was extremely helpful and very knowledgeable. Went in for different options on a new phone plan and I might just have to come back and sign up! Appreciate the help
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June 2024 by Joe Jutras
I have worked with Patrick and his team many times over the past few years, every interaction has been smooth and hassle free. I recommend them to anyone who mentions switching cell phone carriers or who is just looking to upgrade their phones.
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June 2024 by lynne irwin
Great help
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June 2024 by Deirddra Limoges
This is a wonderful store with a great crew and a manger. They are quick to respond, listen closely and respond with solution that meet my budget. Thanks Keene ATT
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June 2024 by Lori Blake
The manager Patrick was very unprofessional and rude. Kept looking out the window when we were trying to understand what was going on with our bill. He said he could pull up our account but couldn’t see it….like that made sense? Filed a complaint with AT&T.
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June 2024 by Kevin Denecheau
Patrick was very helpful. I went to the store for a problem on my account and he was able to solve it very easily. I definitely recommend this store!
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June 2024 by Lazaros Xanthopoulos
Pat has helped me with any problem ive had
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May 2024 by Anastasia Healey
DO NOT GO HERE!!!!
Worst customer service I’ve ever received in my life. First the time I went to the store I was given an EXCELLENT quote for my monthly bill. I didn’t think I needed a print out, and was never offered one anyway. So I received the first bill and figured it’d be high for installation fees and what not. The second bill was not much better. It’s was $90 more than the quoted bill. I went in and spoke to the manager and he interrupted me a bunch and then was saying “it’s a healthy bill, it’s accurate” I explained to him that the information given was false and I am upset about it, I was raising my voice at this point. He was ABSOLUTELY USELESS!!! And the girl who I first delt with wouldn’t even look in my direction.
We decided to switch cellular providers after paying stupid money for our phones. I went into the Keene store to ask what I needed to do to switch and they said pay your balance for the watch and iPad and then go to your preferred phone carrier they’ll switch the phones and this account would automatically close because there has to be a phone on the account. Well I’ve been charged two months without realizing that my account was still active. So I had to call customer service and cancel the devices. Both people I spoke to apologized multiple times because of my experience with the store. Thankfully it’s been taken care of.
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May 2024 by Geri
In April my son and I went into the Keene NH store to upgrade his phone. We purchased accessories, paid, and got my retiree discount as expected. The transfer setup was taking a while so we decided to walk around and come back. When we got back the rep said we were all set. I was surprised since there had been no discussion about plans, offers nor options desired. I questioned how he knew what options we would want and he said that he set them to match other’s on the account and added insurance and NEXT. My son’s old phone was an iphone 7 and there was no reason to expect we’d want this recurring monthly charge to upgrade early. The rep said I could remove it in the app. I questioned why we weren’t having a discussion about the Customer Service Summary and he said it would come to me in my email. When I got home I tried to find the option and remove it. I was the lead Architect for the online app before retirement and was familiar with its use. I couldn’t find any way to remove it after spending quite some time trying. The expected Summary came and was totally alarming. Though not a bill it leads the customer to believe erroneously that promos that were on the account were lost and that the payment amount was going to be about $120 higher. I decided to make an appointment with the manager. From the get go he was defensive. He kept trying to excuse the lack of info conveyed as a “we can’t force you to listen to offers” when no sales or explanation attempts had been made. I also asked why there had been no discussion about what I could expect for charges based on the summary. He dismissed this by saying the summary is all wrong. I complained that I felt it was a terrible customer experience for all those reasons. He too said I could take off NEXT myself. I brought the app up on my phone and he proceeded to try unsuccessfully to tell me where the option was. He excused not being able to find it by saying that was because the phone was upside down and he couldn’t see. He then went on his computer and after some time realized that it wasn’t an option that could be taken off and the contract needed to be redone. Again I reiterated how bad the experience had been and how many customers who might be unfamiliar with the app or failings of the CSS would be stuck unknowingly with NEXT. He became belligerent and pretty much said he was ready to ask me to leave. I tried to explain the importance of the customer experience but he wasn’t having it. Finally he asked the standard “is there anything else..” and I asked if he thought he should apologize for such a bad experience (actually 2 experiences plus at home confusion). He snapped at me with an “I’m sorry that you had a bad customer experience.” All this manager had to do was to start with saying that phrase pleasantly followed by “Let’s see if we can turn this experience around.” and it would have resulted in a gracefully resolved problem.
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April 2024 by Zac Gagne
Here to speak highly of Manager Patrick who assisted me over multiple days, battling a billing issue to where I was being charged installments on a device that was returned months prior.
Patrick politely guided the seemingly robotic employees on the hotline into the proper direction to rectify this complex issue he had only encountered once prior. Multiple phone calls and interactions beyond my initial visit with Patrick were required to get this fixed and he gladly assisted without hesitation. Thank you Patrick, without you I would still be in the abyss of endless elevator music and NPC telephone assistants. Give this man a raise immediately. He cares and he knows the ins and outs of the systems used by company along with probable resolutions associated with a range of issues.
Thanks again Patrick.
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April 2024 by Seth Friedman
Dealing with technical Issues can be a huge ordeal and time suck. Patrick at least made this a fairly pleasant experience and somewhat fun.
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April 2024 by Naomi Ross
BEWARE - this store committed fraud- they said they were “required” to add the protection plan and the next up to every new phone. Some other employee, who was condescending, came over as I was in the middle of the transaction and said to his colleague “do me a favor, click on these two boxes…thanks”. I said I didn’t want anything added and not to add anything to my account. The two employees said again it was required. They processed everything incorrectly as a standalone phone and not a trade in, even though I said I was trading in, to get me out of the store. I was expressing the issue with the AT&T app evaluating trade-in phones differently from the evaluation in the store. I didn’t even sign a cc receipt and had to come back to ask for the agreement. They told me to look in the app and if I didn’t want the so-called services, to remove them myself later on. This is clearly fraud to inflate their metrics and bottom line. I called AT&T corporate and they said no add ons are required, they are a customer’s choice to add and the store should not have added anything without my authorization. AT&T rep said that the store probably wanted to inflate their metrics which was why they engaged in fraud- exactly what I thought. Shameful to be scammed especially after the huge AT&T data breach. Shop here if you want a scam! Save yourself from the dishonesty and just go to a real corporate store. The only reason I was at this store is because the other store I went to was out of stock as was the store where I live almost an hour and a half away.
I’ve just seen the other 1 star reviews of questionable/fraudulent charges and dismissive service. Clearly Prime Communications- NH does whatever they want and will go to great lengths to take customer’s money, even tell their employees to commit fraud. Please be aware !!!
Prime Communications’ manager is doing shady business- probably getting a kickback for dishonest and unauthorized add-ons to customer accounts.
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April 2024 by Barbara Shay
After going there twice with my sister to get answers about her phone and her bill. She was supposed to get a refund within 2 months and didn't. She no longer has them for her phone service.
