Hi Folks,
Let me tell you...this could be the worst customer service at this location...3953 State Rt 31, Clay, NY.
I had initiated the trade in paperwork online. I received my new phone. Transferred all my data to my new phone. I then had 30 days to return to the above-mentioned location to receive my trade-in credit...as it states in writing under the trade-in conditions.
Went to the above-mentioned AT&T location to have my old phone's trade-in value credited to my account. After about 5 minutes, the AT&T associate indicated they couldn't provide a credit now and that I need to do that a few days before my bill is due. I politely asked him to push this up the ladder to the store manager. He came back another 5 minutes or so and repeated what he said earlier. He did not have the manager speak to me...so I told him I would be staying in the store and calling AT&T Customer support. I contacted AT&T support and they indicated they wanted to talk with the store personnel as a credit should be issued as the paperwork has already been initiated on-line. The personnel were in the back of the store. The manager now arrives to the above mentioned store and repeats they can't process and I have to mail it in. Meanwhile, I still have AT&T Customer support on the phone. The manager leaves for 5 minutes and returned with 2 State Troopers (I may have indicated the police should be contacted). I was relieved, maybe we will get some customer service from this store. However, that was not the case. I shook the Troopers hands and thanked them for being there as I wanted to file a report as to the rudeness and poor customer service from the associate (who used a curse word toward me).
The AT&T Customer Support representative in the phone was so sorry and wanted to speak with the manager as the fix was as follows: delete the initiated paperwork and open a new one...simple...The Store Manager refused! Man, unbelievable behavior huh!
The very helpful AT&T Customer support representative then contacted the AT&T store in Baldwinsville, NY to have my trade-in credit taken care of at that location and apologized profusely for the terrible experience from the
3953 State Rt 31, Clay, NY store.
I again thanked the Troopers, however they would not file a report...oh well I tried.
I proceeded to the Baldwinsville store, where Joe took care of the credit and even increased it to another option that was available that I received an additional $235 on my trade-in. A+ for Joe, Baldwinsville and the AT&T Customer Support in the phone.
The above-mentioned Clay store, well at least conduct an audit on this store.
I would give less than 1 star...more like 5 stars in the Negative category. It's really a shame that this occurred...DO BETTER AT&T...DO BETTER.
A 20+ year customer. read more
