I've been to this store several times and my experiences have been, on average, good. My latest trip to the store, unfortunately, was terrible.
I wanted to switch a tablet line to a cellular phone line and at the recommendation of an AT&T Customer Service Representative with whom I had spoken on the phone, I went into the store to be "quickly" assisted. When I first arrived at the store, an employee said that she was unsure if they could help me in switching my tablet line to a cellular phone line but that she would go and check with her manager. Once she returned she replied that it was in fact "illegal" for them to switch a tablet line to a mobile line because it was "fraud". I stepped out of the store and called AT&T Customer Service who said they hadn't heard of that policy but could help me if I got a SIM card from the store. I waited an hour to get a SIM card. While the in-store employee assisted me, I asked why they couldn't switch the tablet line for me and she responded, defensively, that it was against their policy. I went outside the store and called AT&T Customer Service to activate the SIM card and switch the tablet line.
The Customer Service Representative, yet again, was very nice and helpful but commented that her system was slow and that it would be easier and quicker for me to do it in the store. At that point, I told her I was I actually outside of the store and of my previous experiences asking the in-store consultants to assist me. The Customer Service Representative responded that the store employees simply didn't want to do their job and there was nothing preventing them from helping me. She then asked if I could go back into the store and if someone said they could not help me, to give them the phone. I went back into the store and was greeted by a third in-store representative and when she said she couldn't help me, I handed her the phone. The in-store representative put the call on speaker phone. The Customer Service Representative asked what was preventing the store employees from doing their jobs and assisting me, and the in-store employee replied it was some (ICCID?) policy and they could not do anything. The Customer Service representative challenged the in-store employee to find the policy, and the in-store employee defiantly accepted.
After waiting around for 5 minutes for the in-store employee to find the policy, the Customer Representative said she would go ahead and assist me as we wait for the in-store employee to "find a policy we all know doesn't exist". The Customer Service Representative activated my new SIM card and switched the tablet line to a mobile phone line while the in-store employee never found the policy the entire store is so keen on having to follow.
This store has permanently lost my business. read more
