02-28-2013 05:05:38 PM
My family has had one more accounts with ATT for years now, usually with mostly positive experiences. However today, I once again received poor customer service in the Brooklyn Heights retail store. Its currently located on 160 Montague St, Brooklyn, NY 11201. Previously it was 2 blocks away on cadman plaza and the service was just as bad. Today, I first called customer service, because I had lost the phone(with sim) somewhere in the house and needed to find out how to get a replacement sim to put in a replacement phone and to inquire as to your senior plan. I was told to go to the store and obtain a free sim (thanks) and for more information on the senior plan and/or to change to it, I should be able to get info from the store. Additionally, I was considering purchasing gophone service and could was told i could get more info at the store. BTW, the ladies on the phone support were really helpful and polite.
So i headed to the store and as usual, I entered and wandered for a few minutes. You see there is no "wait here/sign in for assistance sign" and the employee I saw, was speaking to other customers. I tried customer service in the rear of the store, but he was busy too. I came back to the front of the store waited around some more and when i saw someone appear to finish i walked up to see if the employee could help. I had seen two people come in after me and all were approached and offered service, but not me.
So anyway, I tell him of my need for a sim and after a while he asked me for an id..after giving him several, he finally said I could have the sim. OK fine.. thats not the big issue..but then he starts to leave and im not finished. So i ask him " could you tell me more about the senior plan and how to switch to it?" He dismisses me quite rudely..."there isnt one." I told him that I'd seen it on the website. He told me "well then you gotta call customer service because we dont do that here". By this time he had moved out from behind the counter and was moving closer to the door. So I replied, 'Customer service said I should come here, its a plan for about 200 min". His reply, "theres no such thing, I've never seen it." I repeat, yes there is..you can see it on the website. Then another employee tells him its real...but he doesnt look it up or elaborate on it for me..just tells me, you're gonna have to come back for that then. He then walks to the door and says let me get that for you. I was so tired of the lack of help I didnt even want the gophone or to try and ask about it. He was rushing me out and didnt want to help me anyway. I could see if he was rushing me out for closing, but the store wasn't going to close for 2 hours.
Come back? By the time i left i felt so unvalued as a customer that forget the gophone..i was coming home to cancel this account too. This employee was kind of brusque and rushing me the whole time. Ok if he was having a bad day fine, but thats not my fault. This was the reason i cancelled the last ATT cell phone and i had that before the name change to cingular. I had went to that store for service and was so unhelped that instead, I gave up and cancelled. Every time i go to that store I'm ignored and when i finally get to speak to an employee they seem disinterested and unhelpful.
When i got home ten minutes later, i called customer service and the employee, Marisol, was so pleasant, friendly, and helpful, that i activated the sim and didnt request the cancellation. However ATT..come on! how can the service be so different. Im still considering cancelling because this phone doesnt get enough usage to justify this my current plan, and its clear, i have to go to another city if i need a retail store to change the plan, because the store walking distance from me..never wanted my business
-a disappointed customer
03-01-2013 03:24:47 AM
couple of things - is the store a corporate store or a authorized retailer? I would recommend that you send a Private Message to ATTCustomerCare is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST.