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.