The first part of this review is for A,T,&T as a whole, the positive portion of the review is for…read morethe A,T,&T store in Beaumont ONLY, as the customer service for A,T,&T as a whole has fallen dramatically in recent years. I have been with them since 1992 (A,T,&T, then Cingular, then A,T,&T) and have seen the service degrade.
On February 7th I ordered a new iPhone Air via in-person shopping at this store. According to the data being displayed, it would be delivered via overnight by February 12th.
On February 16th I called 611 to see where my phone was, as it still showed February 12th on the A,T,&T app. The (lack of) customer service rep. stated that it would ship via overnight but the 27th. The explanation was high demand and supply chain issues.
On March 6th I called to cancel my order, and was told it was easier to do it on the app, and they would then send me a pre-paid label to send all of the accessories back. What a crappy way to do business.
Before I got a chance to cancel the order, I received a text message stating my phone had shipped. Four weeks for something that was supposed to take no more than five days?
Now for the good stuff. Since I was now working out of town, I wasn't able to go pick up my phone until today, March 14th. The young man who greeted me, Mark, was congenial and understanding. I told him I was livid with A,T,&T and was contemplating jumping ship to Verizon for my future phone needs (my wife is on Verizon). Mark was undeterred by my less than stellar attitude and began to set up my phone.
Within 15 minutes Mark had everything setup and began the data transfer (took 3 hours at home due to the plethora of data and apps on my old phone), all while we engaged in conversation about everything, mostly life in general. Mark is fast, knowledgeable, and an immense asset to the Beaumont A,T,&T store.
Nice work, and thank you.
