For starters, I have been an AT&T customer since Cingular was around. I've never ever ever ever considered switching carriers because AT&T has proved to have service throughout remote areas in the country and even remote areas overseas. I've always received excellent customer service at the SAN BERNARDINO (el camino st) location. But last night was my lucky night, and I had to go to the Redlands store.....
I arrived at the store around 8 pm from the San Bernardino location because the San Bernardino location said that this store would have ONE phone left in stock (the phone that my sister wanted). When I arrived, I was greeted by no one, that's fine they were "busy". However it took about 5 minutes of me standing around before a rep, I want to say her name is JUSTINE approached me and said this "There are 7 people in front of you and once it hits 9 o'clock there are no gaurantees that we will be able to go into your account to upgrade your phone, and there are ONLY three of us." Ok, so? All I heard coming out of her mouth was "please leave I want to get out of here on time." Maybe she shouldn't be working at a busy retail store if she can't handle the pressures of serving people who walk through the door REGARDLESS of time. Or maybe she was rotated to this busy store as punishment, who knows.
So the hour passed by quickly and the clock struck 9. There were still about 4 people in front of me, so I figured if they can help them, they would be able to help me. Last night was the ONLY night my sister and I could come to the store TOGETHER for it was her birthday and she wanted to pick out a new phone.
Around 930, JUSTINE, comes to our table, displeased that we watied that long probably, and asked us what phone we wanted. Oh, she still hasn't introduced herself, and her hair conveniently covers her name tag so that I couldn't see her name. We told her about the phone, when she looked it up she said this "that phone is sold out in 23 stores from here to Anaheim, and they discontinued that phone". OKAY. So why did the customer service rep at San Bernardino tell me that there are ONE in stock at the REDLANDS location and SIX in Fontana???? Anyways, she went to the back to "check" again, and to no avail. So then my sister picked out another phone guaranteed to be in stock.
JUSTINE? Came back out with the phone. I made it VERY CLEAR to her that I wanted to use the upgrade from ANOTHER PHONE LINE to upgrade my sister's phone because her's was on a 2 year contract still. She said ok, no problem we'll just do an upgrade switch.
Customers are walking out and since the door was locked reps had to unlock and escourt them out. I'm really not sure WHY? but JUSTINE left our table to walk some people out (even though there were 2 other reps there walking them out) to which end I Saw her hand the brand new phone box to another rep. Once she returned, and the rep returned the phone to her, she then called over Jill, she told Jill to take care of the transaction so she can get a "head start" on closing. It being already 9:30, I did not stop to think or question wheather or not JUSTINE had told Jill that there would be an upgrade switch. Once I signed the contract via iPad twice and swiped my card. I was basically pushed out the door, she didn't even want to help my sister set up the phone. I thought how unusual, I go to the AT&T store about 3x per a year, and I always leave with documents explaining each line item I expect to see on my next bill, the service rep sets up the phone for me, oh and they also put everythign in a bag? We left the store it was a few minutes before 10 pm. I gave Jill the benefit of the doubt that everything I thought would happen would happen.
About 1030, I decided to send a "test" text message to my sister's new phone (her old phone is a iphone 5C btw so I can see if it's still iMessage). Just as I had suspected, no changes were made to her old phone the 5C which should have been discarded all together. INSTEAD, they took the upgrade phone number and placed it in the NEW PHONE that my sister was supposed to have. Which left my other sister (the one whose upgrade I swapped) with a piece of brick that doesn't work, and the other sister, the one whose birthday it was, with TWO PHONES.
Of course customer service was already closed and I had to painstakingly wait until the morning when they re-opened. I called right away at 7 am this morning and the rep told me that I had to go in with both devices and have them fix the mistake there. GREAT, I THOUGHT. Now my sisters have to go all day without their phones, they are both in college, and I'm sure all you people know that everybody pretty much relies on their phone for everything these days. NOPE. INSTEAD I had to bring two devices into the store during my LUNCH hour to get it fixed. I had to call 611 AGAIN to get an appointment at this store because after calling the store for half hour straight since they opened NOBODY picked up, ever. read more
