I would leave a negative star review if I could. Anyone else interact with "Thomas"? Hostile, miserable human being.
Went in Christmas Eve morning to resolve a SIM card issue. While patiently waiting in line, I overheard him tell the customer he was currently helping that:
1.) he had been in the industry for 7 years
2.) he was in a much better mood than the last time the customer had been in
3.) this isn't even his job -- that he has emails and things that are more important
(*This will be important for context.)
A few minutes later another customer walked in and sat down at which point "Thomas," clearly flustered yet unprovoked, said: "Alright, be patient! I'll be with you as soon as I can!"
No one was being impatient. I was looking at my phone and the person in line behind me was busy looking at various phones on display.
It was my turn to be helped and "Thomas," first, accused me of disabling my own SIM card -- told me he sees "this level of incompetence all the time." When it was revealed that was, in fact, not the case through diagnostics, he then suggested my SIM card had been disabled by a "vindictive" individual. Thinking out loud, I questioned how that would be possible as I'm on a family plan. He then accused me of arguing with him and starting laughing and mumbling under his breath.
Being on a family plan, and not the primary account holder, I had to contact my folks for necessary account information. "Thomas" told me to use the landline and gestured in the direction of the phone -- at which point it began to ring and he interrupted himself to say: "after I'm done with it, because I have to do everything here."
From what I could determine from the one-sided conversation I was privy to overhearing, it was an elderly person looking for assistance. "Thomas" was nothing short of condescending, suggesting they "try googling" before providing a patronizing example of what a google search might look like. So much attitude. So much tone.
He finished and I was able to place my call. He interrupted me while on the phone asking if he should just explain the situation, rolling his eyes. He had asked for the last 4 digits of my folks' SSN prior to the call, then asked for an account PIN number while I was on the phone. He had clearly miscommunicated to someone without 7 years of industry experience, who didn't understand what he was asking, and rather than explain, chose to be combative, unprofessional, and rude. So I complied, telling him I'd appreciate his assistance if he didn't mind fulfilling that job. He then told me if I "keep talking like that, you can walk out and have no phone."
At this point I REALLY just tried to placate him so we could resolve the issue and so I could move on with my holiday, "Thomas" free.
We were able to resolve my SIM card issues and send me on my way, but not before he threw my phone down on the table and VERY sarcastically, and through gritted teeth, told me to "have a nice day."
I have never had a more hostile or unprofessional customer relation experience.
I was a paying customer trying to resolve tech issues during the operating business hours and was met with nothing but contempt. I have already filed a complaint directly with AT&T, but haven't heard back.
This specific retail location has a solid 1-star review and I suspect the fish rots at the head. AT&T corporate told me this was an affiliated retailer, but not directly within their jurisdiction/corporate unity. They offered to connect me with the regional manager to file a direct complaint, which I suspect is the role "Thomas" fulfills. I never heard back.
Garbage person. Garbage service. Garbage retailer. read more
