Service in this store is very hit or miss depending on the associate you get, and every time I go in, the staff has done a complete turnover, so you'll never get the same person twice. I've had good service there in the past, but the last time I went in a few weeks ago, all I wanted to do was change my data plan and got an associate who clearly didn't know what he was doing; he even asked another associate for help, and the second guy was equally clueless. I left the store pretty sure he'd screwed things up, so I checked my account online over the next few days and sure enough, the next bill generated had numerous additional fees and taxes, an extra prorated charge for the changed plan that had already been paid for, and various other bits of WTFery.
I was able to get an account credit for the additional charges by calling customer service on the 800 number, and the representative confirmed for me that the in-store associate was basically a dunce. She said it looks like he knew he knew he messed up because he tried to undo what he'd done and couldn't, so he just treated it like a new account, and not even the same kind of account as what I'd had, which is why I had so many extra charges. I won't know if she changed everything back correctly until I see the next bill in a couple of weeks, but she seemed competent enough. I guess I'll just keep my fingers crossed, which speaks to the level of confidence I now have in this company.
I would give this store 1 star based on my last visit there, but they've ranged from just okay to quite good in the past, so I'm bumping it up. But they seriously need to do a better job of training their in-store associates.
Edited three months later to add: Nope! My bill is still wrong every month, and every month I call customer service. They always give me a credit for the overcharge, but each time I have to laboriously explain the mistake the in-store associate made, and even though they seem to understand the problem, they say they can't correct it themselves but will "send a message to the supervisor" who will fix it -- but who of course never does. I've asked more than once if I can speak directly to the supervisor but am always told, "oh, he JUST went into a meeting." It would be less annoying if they just said, "yeah, we're never going to help you, so stop calling us." read more
