Last year a new AT&T authorized retailer opened up near me, in Northvale, NJ. I have a very large family plan with AT&T for several years. In September 2015, I upgraded my mother's cell phone to an iPhone 6 from her 4. I purchased an additional package for $50 that included a tempered glass screen protector for her. Rodger Morel, the sales person installed it. We returned because the glass has two large bubbles and was defective from the start. Rodger Morel not only said he could not help us (beyond a simple 20% discount on the purchase of a new one) but HE BLAMED the AT&T company, saying "the AT&T computer system and AT&T rules won't allow me to replace your screen protector."
Well, we left there asking for his name and title. He is apparently a manager. I don't know what kind of manager doesn't want to help their customers. I called AT&T and they APOLOGIZED for Rodger Morel's treatment of us and said that they'd be happy to replace the screen protector at NO CHARGE.
Rodger Morel, that is all we wanted. Now, I also asked the AT&T representative if the AT&T retail staff get commissions from their sales. She said, 'yes, they do from each sale.' Interesting. SO, Rodger Morel was more than happy to sell us a phone and more than happy to sell us the additional screen protector package for $50 but he refused to provide relevant assistance to a long standing customer.
With Christmas coming, I was going to do two things - upgrade 2 of my 5 iphones. Now, I still will - BUT NOT WITH RODGER MOREL AT THE NORTHVALE, NJ AT&T STORE.
If anyone can direct me to an AT&T store that has excellent customer service and with staff who are willing to be helpful beyond the selling of items, I am interested in knowing so that I can give them my business. Sorry this is so long, but AT&T is too large a company to allow a small retail manager to blame them for his refusing to provide us with assistance. read more