05-17-2013 12:50:58 PM - last edited on 05-17-2013 12:58:46 PM by Phil-101
I just wanted to write about my extreme frustration and personal embarrassment at the hands of one of your company retail assistant store managers. I also wanted to write about the superior customer service by one of your associates at a different company store.
First, at your 381 Madison ave, New York, NY location, I wanted to trade in a single smart phone as part of your $100 trade in promotion. Keonda immediate came over to "assist" me by telling me that I could not trade it in if I wasn't using it towards a device upgrade or new purchase (and only if I was an AT&T customer). As I wanted to use the card for accessories, I complained. Keonda held her ground and I called customer service to verify the T&C of the promotion. Turns out the customer service rep I spoke to confirmed what Keonda had told me.
And that's where the trouble began. After hearing me talk to the customer service rep, Keonda let out a loud "Hmph!", and then started laughing at me. When I became angry at her reaction, she only laughed more and then started joking with the employees behind the counter at my expense. I immediately demanded to speak to someone higher than Keonda, which did not seem to phase her one bit as she continued with her jokes. I voiced my complaints to the Retail Store Manager, Regina, who was very apologetic. I then left the store.
I then walked down to the Lexington Ave store where I met Gilbert. By far the most helpful, polite, and professional AT&T employee I've encountered. He informed me of the T&C of the promo, and helped me trade in my device to use for Go Phone minutes for my father's account.
So, in short, your assistant store manager pretty much assured I would never purchase an AT&T device again. Your store associate redeemed your company...somewhat.
If all of your managers are trained to behave like Keonda, I fear for the future of your retail business. I suggest using Gilbert as an example for future training.
[edited for privacy]
P.S. I'm also a BUSINESS customer.
05-22-2013 08:58:25 AM
Welcome to the Community Caliprantis. We appreciate your feedback. I will ensure this information gets to the appropriate individuals for training/coaching, as well as praise for the positive experience you had at the Lexington Ave. store. I'm just sorry you had to go to a different location to get the service you deserve.