I don't know where to begin about my experience with this store but all I can say is WOW---I've been in customer service all my life and if any of the establishments I manage treated their customers like this--embarrassed would be an understatement. it all began when I was having issues with my Note phone on my business line. I brought it in and the store manager assisted me. She attempted to get it working but even before I arrived home- 15 minutes later, the phone stopped working again. Since my job is in the process of changing over our phones, I thought about re-opening my old account or just buying a phone on Amazon and popping the SIM card in. The SM advised me that my old account could in fact be re-opened but I'd have to clear up the balance. The account had gone to collections so she provided me with the # and I called them. I settled the account and even allowed the SM to speak to the rep at collections to verify the account had been settled. I attempted to work with another rep that helped about 2-3 more people before me because the SM was busy with other customers. When another associate finally assisted me, he informed me that my account had been closed and the only way to get a phone today was to open a new account- credit check and all. I informed him that the SM that was now going out of her way to ignore me informed me I could. He had called activations and they confirmed this was not possible and I'd have to wait about a week for this payment to post. So, now, I'm out almost $250 and no phone. After being very persistent, I left there with some old phone they found in the back room. The whole time the SM kept avoiding me and when she finally did speak to me, she tried denying that she told me I could activate my old account. This frustrated me even more.
Fast forward about 14 days of using some raggedy phone that keeps dropping calls and won't take a decent picture, I go online and open an account and order the Samsung 5. I pay about $200 for it and the day I open it, the operating system crashes---not the fault of the store. I go online and review the reviews and find out this is a common issue. I return to this same store to which I see the store manager when I walk in and she walks the other way----great service. At this point, a representative by the name Tashaun, I believe offers to help me. I show him the phone and the error message and I explain that I read this was a common issue. I asked what he has heard to which he responds, it's fine. I asked him what my options were....it appeared as he was mumbling my options that I had made him mad. He explained if I didn't get another samsung 5, there would be another $35 restocking fee. I grumbled about it to him for a minute to which he responded, it's not my fault you have to pay the $35, I just work here. I decided to go with the Note 3 so I paid the $35 plus the difference. When the total didn't sound right from what he first explained, I asked for a break down, after a big sigh, I asked if I had done something because he seemed irritated. I still cannot believe the response.....he said, well, I'm explaining the same thing over and over to you. If I didn't need a phone so bad, I wouldve tossed it at him and left. I said, I'm the customer, if you need to explain it 50 times, that's your job. Im a customer making a purchase and I need to understand what I'm buying. His response, no, you're exchanging, this isn't a sale for me. I took my phone and left---called AT&T and they refunded my $35 no problem!!!!! WORST CUSTOMER SERVICE EVER!!!! I even left a message with the store manager last time that I wanted to speak to the DM---shocking----he/she never called either. read more
