Terrible experience at a AT&T corporate store

Justwantaphone · ‎11-19-2012

I've been thinking of switching to AT&T and really like the new HTC One X+ so I decided I'd go look for one, use it, and then think about moving over to AT&T when my contract with my current carrier was up. I fully understood the implications of doing this, I was not interested in a discount or any other assitance. I was willing to pay full retail price for the phone.

I found a corporate store that said they had limited stock and decided to take a visit.

AT&T

3711 S Bristol

Ste 104

Santa Ana CA 92704

(714) 327-0292

I arrive and it's fairly busy. I'm greeted and asked what I'm there for. I tell the receptionist that I'm there to look for a HTC One X+. She puts me into the list and I begin to wait. About 45!!!!!!! minutes later, I notice my name isn't on the display anymore. I go and ask and the same girl apologizes, then says she'll put me back on the list. At this point I really should have walked out of the store. I wasn't in a rush so I decide to wait a little longer. I finally get infront of someone and tell them what I want. I'm then asked what my phone number is. I tell them clerk that I'm not an AT&T customer, and I just want to buy the phone full retail. There's a woman standing next to the clerk, who I believe is the manager, starts speaking in spanish. After a short discussion between them, the clerk tells me that they can't sell me the phone without a contract. I try to explain myself again, this time the woman addresses me directly and reiterates that they can't sell me the phone without either me being a customer, or signing up for a 2yr contract.

I leave, and decide to call AT&T customer service. I explain my situation and they explain that through the 800 number, they are also not able to sell me the phone retail, but that I should find my nearest AT&T store. At this point I'm getting irritated so I explain my situation, and ask for a manager. The customer service rep tries to make things right, but is obviously unable to. Finally, I'm transferred over to a manger. Long story short, same deal, same runaround, same story. He makes a second call into the retail store, at which point the store claims to now have been sold out of the phone! I really could have used that information 2 hours earlier before I wasted all that time waiting.

In retrospect, I'm somewhat glad I had this little experience. It's reminded me why I haven't owned an AT&T product in over 10 years and why I shouldn't. Apparently I'm not the only one with this problem. http://www.ubergizmo.com/2012/11/off-contract-nokia-lumia-920-retail/

1. If they were out of stock, they should have told me upfront before I had to wait the first time. I clearly stated what product I was looking for.

2. I may have missed my name being called, but whoever was calling out the names definitely wasn't speaking loud enough to overcome the ambient noise in the store.

3. I should be able to buy a phone at full retail. Retail is retail.

4. Customer service is just as unable to help customers as the poorly trained and poorly maintained staff at the stores.

HiCap · ‎09-06-2012

I am retired AT&T employee and can buy online from Premier AT&T site. I wanted to buy AT&T phone with out a contract and found best price on Amazons Wireless. They are an authorized AT&T store. Called AT&T customer service after I received my new Samsung Rugby Smart phone and since it was paid in full, they gave me the unlocking code.

So if you want an AT&T phone, shop around for the best price. I have always received good customer service from the AT&T Technicians. The same can be said for T-Mobile Technicians, 99% of how people respond to you is how you approach them. I have been to the AT&T stores, it can be frustrating dealing with them, but think of it as a reality tv show and free entertainment. Remember they are salespeople and under a lot of pressure, so be considerate in dealing with them. They may not have the correct information all the time, but it can be worked out.

Justwantaphone · ‎11-19-2012

Understood, but keep in mind at no time was I rude or even raised my voice in any way. I wasn't even looking for the best price, I was fully willing to pay full retail price with the understanding that it was carrier locked and modifying it in any way would also void my warranty. Also, my experience isn't isolated. Ubergizmo is a large, well known website and they had the exact same experience all over the SF area, and I'd be willing to bet most if not all AT&T stores in the country were given the same instructions.

The crazy thing is, now that I think about it, I think I could have bought an AT&T prepaid SIM and have gotten the phone.

At this point however, any interest in changing carriers to AT&T is gone for me.

HiCap · ‎09-06-2012

_________________________________________________________________________________________

Understood, but keep in mind at no time was I rude or even raised my voice in any way. I wasn't even looking for the best price, I was fully willing to pay full retail price with the understanding that it was carrier locked and modifying it in any way would also void my warranty. Also, my experience isn't isolated. Ubergizmo is a large, well known website and they had the exact same experience all over the SF area, and I'd be willing to bet most if not all AT&T stores in the country were given the same instructions.

The crazy thing is, now that I think about it, I think I could have bought an AT&T prepaid SIM and have gotten the phone.

At this point however, any interest in changing carriers to AT&T is gone for me.

______________________________________________________________________________________________

If your present carrier covers your needs and the price is right, why change. AT&T has the best coverage in the areas I travel, so I overlook the sales people in their stores. Its the same way with buying a car, by the time I research what I want, I find very few car salesmen know as much about the car I am interested in than me.

So if AT&T has or makes what I want or need, I will not let some rude employee stop me from getting it. If the store does not want your business, there are authorized dealers that sell AT&T phones. (some at a discount)

harryspar · ‎11-06-2011

Ebay.

Justwantaphone · ‎11-19-2012

HiCap wrote:

If your present carrier covers your needs and the price is right, why change. AT&T has the best coverage in the areas I travel, so I overlook the sales people in their stores. Its the same way with buying a car, by the time I research what I want, I find very few car salesmen know as much about the car I am interested in than me.

So if AT&T has or makes what I want or need, I will not let some rude employee stop me from getting it. If the store does not want your business, there are authorized dealers that sell AT&T phones. (some at a discount)

Well the whole point of this whole thing was that I was considering changing in the first place. I get a much larger discount at AT&T but have never considered them due to a bad past experience with them. I was now reconsidering due to to thier device lineup and possibly better coverage for myself and some family members on my account.

Imagine going to buy a car and the salesman saying he won't sell you one if you don't sign up for a $5k maintenance program for 2 years. This wasn't a lack of understanding on my part, the phone is advertised on the website and in the store as "retail" with different pricing below it if you decide to extend your contract.

Definitely something to consider, and I tend to agree with you, but in this case I saw the phone as a stepping stone to actually getting AT&T service, which though this experience I'm no longer considering.

There seem to be AT&T CS agents here on the forum, I'm not surprised they haven't addressed this thread at all. Why is this all so important to me? Not only could I not purchase the phone I wanted, I felt the customer expierence both at the corporate store and through the customer service line was inadequate. There are obviously corporate policies in place that cause this frustration for customers and they are not given the leeway, training or knowledge to address the situation properly. Furthermore, if I'm being treated like this as a potential new customer, I shudder to think how I would be treated just after I sign up for 2 years.

Arenzael · ‎11-20-2012

Can you get it online without contract? I know when I was selecting my Lumia 920 there was a option to change to 1yr or No Contract. If you can, take a print screen and bring it in.

Sadly, I am also having major issues with very poor support; though my problems have been with phone support. I am also worried about signing up for 2yrs after dealing with them this last week and a half trying to setup as a new client.

Justwantaphone · ‎11-19-2012

Nope, they will not let you buy it without a 2yr contract.

wingrider01 · ‎05-26-2008

Justwantaphone wrote:

Nope, they will not let you buy it without a 2yr contract.

You sure can buy it with out contract - you just will pay full retail price for it and it will still be locked to att

http://www.att.com/shop/wireless/devices/smartphones.html

bdyelton · ‎10-30-2007

wingrider01 wrote:
Justwantaphone wrote:
Nope, they will not let you buy it without a 2yr contract.
You sure can buy it with out contract - you just will pay full retail price for it and it will still be locked to att

http://www.att.com/shop/wireless/devices/smartphones.html

Sure you can buy one without a contract, but you are still forced into a month to month contract. With the link you provided, any phone gives you 3 prices: 2 year contract, 1 year contract, and month to month. Even the month to month makes you select new or current customer.

wingrider01 · ‎05-26-2008

bdyelton wrote:

wingrider01 wrote:

Justwantaphone wrote:

Nope, they will not let you buy it without a 2yr contract.

You sure can buy it with out contract - you just will pay full retail price for it and it will still be locked to att

http://www.att.com/shop/wireless/devices/smartphones.html

Sure you can buy one without a contract, but you are still forced into a month to month contract. With the link you provided, any phone gives you 3 prices: 2 year contract, 1 year contract, and month to month. Even the month to month makes you select new or current customer.

why would you expect to not have to enter into a service contract? after all month to month means you can cancel and walk away at anytime. From what I understand you can take the phone and go to straight talk and use it, you just can't use it on t-mobile or another 3rd party vendor. you can probably find completely unlocked ones on e-bay if you want to search long enough. You can probably walk into a store and buy it outright without any form of contract, but going ot be hard to use it on another carrier becasuse of the exclusive clause for unlock.

ThatCanadianGuy · ‎01-19-2013

Justwantaphone wrote:

There seem to be AT&T CS agents here on the forum, I'm not surprised they haven't addressed this thread at all. Why is this all so important to me? Not only could I not purchase the phone I wanted, I felt the customer expierence both at the corporate store and through the customer service line was inadequate. There are obviously corporate policies in place that cause this frustration for customers and they are not given the leeway, training or knowledge to address the situation properly. Furthermore, if I'm being treated like this as a potential new customer, I shudder to think how I would be treated just after I sign up for 2 years.

Hello there Justwantaphone! I do apologize for any problems you've had at the AT&T COR store, and in regards to getting the device you wanted, and I also apologize for the lack of response from employees such as myself, or from our Community Managers, but we are very busy throughout the week.

In regards to the issues you had in getting the device at the store, what you were told is correct. At an AT&T store, if you want to purchase the device at full retail cost, you do have to be an existing AT&T customer. I would like to suggest waiting until you do switch over to AT&T (if you haven't switched over already) to purchase the device, as you would then get a rather large discount on the cost of the device. The reason why I suggest doing so is because I know the economy isn't what it used to be, and getting the discount for purchasing the device whilst starting new service is the best way to save money.

I do hope your in-store experience has not soured your decision on whether or not to get service with AT&T, and I would like to let you know that you would not be treated poorly by our Customer Care representatives (of which I am one). AT&T is all about good customer service.

If you have any other questions, feel free to ask!

Justwantaphone · ‎11-19-2012

Absolutely not. As someone that does not have AT&T service, you cannot take any amount of money and purchase that phone at an AT&T store, through their 800 number, or online. You simply cannot do it.

Justwantaphone · ‎11-19-2012

Your response is appreciated, but about a 59 days late. Again, proves my point about AT&T's impossibly poor service and attitude towards customers. You mention you're very busy "throughout the week" but how about the other 7 weeks this thread has been sitting without a response? What about the other threads that were adressed during that time period?

wingrider01 · ‎05-26-2008

Justwantaphone wrote:
Absolutely not. As someone that does not have AT&T service, you cannot take any amount of money and purchase that phone at an AT&T store, through their 800 number, or online. You simply cannot do it.

yes you can, they will seel it to you at full price without having to have a contract, key point full retail price. Have done it so I know it can be done

wingrider01 · ‎05-26-2008

Justwantaphone wrote:

Your response is appreciated, but about a 59 days late. Again, proves my point about AT&T's impossibly poor service and attitude towards customers. You mention you're very busy "throughout the week" but how about the other 7 weeks this thread has been sitting without a response? What about the other threads that were adressed during that time period?

which reposne are you commented on? There has been no att employee replies in this thread. add to the fact this is a peer to peer forum and no official support replaies are made here, if you want an official resposne you need to 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.

You can ID ATT employees by their corporate required disclaimer in their signature and the simple fact they have "Att Employee" under their name

Max69 · ‎06-19-2006

I think the problem is that AT&T has an exclusive on the One X+. With an exclusive phone, they won't sell to anyone who isn't either a current customer, or wanting to sign up for service.

Justwantaphone · ‎11-19-2012

wingrider01 wrote:
Justwantaphone wrote:
Absolutely not. As someone that does not have AT&T service, you cannot take any amount of money and purchase that phone at an AT&T store, through their 800 number, or online. You simply cannot do it.
yes you can, they will seel it to you at full price without having to have a contract, key point full retail price. Have done it so I know it can be done

They will only sell you a phone full retail IF YOU HAVE AT&T SERVICE. As a non-AT&T customer, you cannot purchase a phone. PERIOD.

wingrider01 · ‎05-26-2008

Justwantaphone wrote:

wingrider01 wrote:

Justwantaphone wrote:
Absolutely not. As someone that does not have AT&T service, you cannot take any amount of money and purchase that phone at an AT&T store, through their 800 number, or online. You simply cannot do it.

yes you can, they will seel it to you at full price without having to have a contract, key point full retail price. Have done it so I know it can be done

They will only sell you a phone full retail IF YOU HAVE AT&T SERVICE. As a non-AT&T customer, you cannot purchase a phone. PERIOD.

ok, diffrent expierence here but not worth going on about it anymore