I have been a customer with their other branches in 8 Ave for many years. When I found they had a closer location, I came here. This was a while ago but it was my last time entering that store because the employees' problem-solving skill is TERRIBLE and customer service is UNACCEPTABLE.
There was a "buy one get one deal" for the new Samsung Note 7 preorder. As many may know the note 7 had some accidents with its battery and Samsung recalled all phones. At first, Samsung was going fix the problem and re-deliver all note 7. I was told I had the choice to get other phones like the Samsung Galaxy 7 or the edge 7. The employee keeps telling me to choose but I did not like neither. I waited half a year for the note 7 so I was not going to switch. If I wanted the galaxy series I would have purchased it MONTHS ago. I was going to wait for Samsung to fix the issue and have it redelivered. At the end, Samsung discontinues note 7. This isn't the biggest problem.
The biggest issue is that the employee keeps telling us there MAY be an issue and did not even attempt to fix the problem.
As mentioned before, my note 7 was "buy one gets one free". We get two phones, right? And we signed an agreement that we will continue using AT&T with the two new phones. So after Samsung discontinued note 7, all note 7 is recalled and note 7 customers will need new phones, right? According to the employee, when I bring the note 7 in exchange for a new phone, I am returning it. Thus, the "buy one gets one" deal is no longer in effect. This means that when I bring back my TWO note 7s, I will only walk out with only ONE phone. That leaves someone in my family without a phone. When I try to explain my issue, they basically suggested I keep the note 7s. But if I keep them and they explode, no one is responsible because Samsung did their part of recalling all note 7s. I became very frustrated and angry because I signed an agreement for two phones with the phone service. In fact, the employee asked us to call AT&T customer service to get the issue fix. WAIT A MINUTE! That is the authorized retailer's job!
In the midst of arguing with the employee, someone interrupted and started SCREAMING at me. He was about to fight me until one of the employees tried to calm him down. So apparently, the guy who screamed at me was an off-duty employee. Even though he was not working, this is UNACCEPTABLE to scream at your customers.
AFTER all the argument, one employee FINALLY called AT&T customer service and tried to resolve the issue. If they have done this a LONG time ago, none of this would have happened.
Yes, they are an authorized retailer and that they do not have the final say. But this would not have happened if they communicated with AT&T and bought this issue to them earlier. I am pretty sure I am not the only customer that has this issue. Instead, they wasted their time and my time because they were UNPROFESSIONAL.
Lesson Learned: NEVER use an authorized retailer. They do not have the final say. If they could not fix the problem, they have to go through HQ. It just wastes your time when you can contact HQ yourself and explain your situation instead of you explaining the issue to the retailer and then they explain to HQ. read more
