My first impression of the Springfield store was a pleasant one. The staff was very personable and…read morehelpful. I went in to ask how to retrieve my emails on my Iphone 15pro. They convinced me to buy a new phone because of the $1,100 trade in. This was in MARCH. I mentioned to the manager, Ziara, that my landline phone on my elevator had gone from 24.99/mo to $68/month. She said if I bring her my bill she could have my line installed on my internet, bringing the cost back down to 24.99. A week later, I did. When I arrived home my husband was upset that our internet wasn't working and his phone had been switched to my phone. We both went to the store, and Ziara explained that she must have accidently switched the phones when she opened our At&t account, and switched them back. Fine. This was my 3rd trip to the store. On April 14, I returned to the store because my phone was not working properly. I assumed it had to with our being out of the country on a cruise ship for 2 weeks while using the phones even though my husband's phone was fine. Ziara "fixed" it once again and mentioned that she noticed I was still using Uverse when she looked at my bill earlier. She then said I could save $300/mo if I switched over to Direct TV. I told her I'd had Direct TV before, I discontinued it, because it was difficult to operate. She then said, if I get it, she'll send one of her "guys" to come over Tuesday morning to install the boxes and instruct me on how to use it. So I bought 5 boxes and waited for their arrival. Tuesday morning an At&t service technician, Joe Steele, arrived to switch my land line to the internet line. He was not from the store and had no idea about my arrangement with Ziara. However, he installed a box on my main tv, and gave me some guide lines about how to use it. This is the only real service I've received. A couple days later I went to the store because I hadn't received an email since April 14, the last time it got "fixed", and to ask why her "guys" didn't show up. She said she wasn't sure what happened. I had to insist that she follow through getting me help as part of the conditions we made when I bought Direct TV. At that point, she said, ok, I'll come over to your house myself 9:00 Tuesday morning. She was a no show! I wasn't surprised, but I was pretty pissed at this whole situation. I found the card Joe Steele left, and told him what happened. Reason being, he'd informed his supervisor,Mike Johnson, about the bad service I've been receiving and obtained authorization to help me further if necessary. It was definitely necessary, so Joe came over on a Saturday and installed 4 of the boxes and made sure they were working properly with more instructions on using Direct TV.
We had terrible thunder storms in June and the tvs went offline. I called At&t, they said my router was broken. They sent me a new one, but things still weren't working. I called Joe, he came right over, fixed everything including my phone, except for the pop ups. Now that's customer service! Too bad AT&T doesn't realize what's going on between customers and employees. If they do, Shame on Them!
