Contributor
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1 Message
Customer Service Issue
Store IBZE Fort Lauderdale Downtown
On 11/3 about 2pm I went into the store check your phone options. As an existing ATT wireless user, I wanted to change my phone but wanted to see and feel the phone before purchasing.
I was greeted by the floor agent and she was very attentive and informative. She asked relevant questions to help me make the best choice. The phone I chose was the Samsung Express Prime. I chose this phone because of all of the options I saw, it had an aluminum casing and fingerprint scanning which was a big plus for me. I made my purchase and went home about 230pm.
When I got home, I opened the box and immediately realized that this was not the phone I selected. It was plastic and had none of the features I wanted. I put the phone back in the box and returned to the store. I explained to the floor agent that I made the purchase from and she took the phone to the display to compare. Once she realized I was right she called the manager/supervisor over and explained the situation. They spoke quietly for a while before he went back to his desk and she returns to me. She explained that the phone on display was the Samsung A6 and was not released yet. She said that the manager/supervisor put the phone on display but did not update the price cards. She gave me a refund and waived the restocking fee.
I an not writing because I want/need anything nor am I threatening to cancel my service. As manager myself, I don't understand how the manager at the store could make such mistake, nonchalantly explain it to the floor agent, and walk of like it's no big deal. He left the floor agent to explain the mistake to me and apologize for the misunderstanding. If I was another customer, I could have demanded that I receive the A6 at the price of the Express Prime but I did not.
It is obvious that he's the most knowledgeable person in the store, all of the floor agents consulted him for guidance. Unfortunately, that's all he does. He answers their questions but has minimal interactions with the customers. In my opinion, it does not seem like he has the social skills to be a manager/supervisor at a corporate AT&T store.
ATTHelp
Community Support
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220.9K Messages
5 years ago
Hi @wburke72
Please accept our apologies for this experience! We appreciate you for sharing your encounter and feedback so that we can use it to improve our customers' experience.
If you ever need assistance in the future, don't hesitate to reach back out!
Aminah, AT&T Community Specialist
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Rachatack713
New Member
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2 Messages
4 months ago
I've been trying to cancel my at&t internet service for weeks now and my ONLY option to make this happen is by calling the 800-228-2020 phone number that's ONLY open M-F 8am-4pm!?? And this happens to be my exact work schedule. I have a job that doesn't allow personal phone calls during my shift. So I have scheduled 2 appointments with the phone numbers automated system and coordinated my lunch around this schedule. However your CS will call me 2 or 3 hrs before the scheduled appt even though I've followed the instructions on how to enter your time zone.
I originally signed up for my at home internet service on 5/9/23 but once I installed my equipment I noticed we had too many of our TVs and other devices having to buffer when watching a program or loading info online. So I decided after 3 days I was going to go back with my previous provider because we never experienced these issues with them. Ever since 5/11/23 I've done EVERYTHING I can to cancel my internet so I won't be charged. Nothing on the At&t app helped so I saw the 888-989-2859 phone number posted all over the AT&T website to call if you need help or have any questions, so I called it MANY times and everytime I try to choose from the selection for existing customers, you get "Im sorry this number is no longer in service" ??? So this means if I need ANY CS assistance for tech support, billing, or any other questions about my Att account your out of luck and can only use your app!
I was FINALLY able to talk to someone because I lied and said I was a new customer! I told the sales representative what my situation was and he was willing to disconnect my internet because he was shocked by my situation and couldn't believe the phone options for existing customers was disconnected and the sales is open 24/7, his words!!! as soon as he came back on the line to send me a return label to ship my equipment back, BUT once he was going to remove my auto payment so I wouldn't be charged for services I didn't use, the phone call was disconnected! And I still didn't receive a shipping label or any email regarding my internet was finally disconnected! I called again and got throught to another sales rep but as soon as I mentioned that I needed help disconnecting my service the call was dropped and again my 3rd and final call to the Att sales dept, they were friendly until I mentioned disconnecting my internet, then that call was dropped again!
This is SHAMEFUL! I remember when AT&T was a great company and with great customer service but now all you care about is making that sale, getting your money, then once we're a customer you could care less about giving us ANY assistance! Please, I'm begging you to disconnect my internet services and tell me how to mail this equipment back to you. I appreciate your assistance in this matter. - Rachel Beach
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ATTHelp
Community Support
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220.9K Messages
4 months ago
Hello @Rachatach713, that's not the kind of experience we want you to have, and we are here to assist.
Let's meet in a Direct Message so we can look at your options together. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to hearing back from you.
Amon, AT&T Community Specialist.
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Rachatack713
New Member
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2 Messages
4 months ago
(previously posted below - Thank you for your quick response, my apologies for not getting back to you promptly but I'm off work now & available to respond by direct message. Can you please send me the link, the bell in above top right corner is no longer available. TY)
I've been trying to cancel my at&t internet service for weeks now and my ONLY option to make this happen is by calling the 800-228-2020 phone number that's ONLY open M-F 8am-4pm!?? And this happens to be my exact work schedule. I have a job that doesn't allow personal phone calls during my shift. So I have scheduled 2 appointments with the phone numbers automated system and coordinated my lunch around this schedule. However your CS will call me 2 or 3 hrs before the scheduled appt even though I've followed the instructions on how to enter your time zone.
I originally signed up for my at home internet service on 5/9/23 but once I installed my equipment I noticed we had too many of our TVs and other devices having to buffer when watching a program or loading info online. So I decided after 3 days I was going to go back with my previous provider because we never experienced these issues with them. Ever since 5/11/23 I've done EVERYTHING I can to cancel my internet so I won't be charged. Nothing on the At&t app helped so I saw the 888-989-2859 phone number posted all over the AT&T website to call if you need help or have any questions, so I called it MANY times and everytime I try to choose from the selection for existing customers, you get "Im sorry this number is no longer in service" ??? So this means if I need ANY CS assistance for tech support, billing, or any other questions about my Att account your out of luck and can only use your app!
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