Permalink Submitted by Jayden Lawton (not verified) on July 13, 2016 - 10:16am
Constructive critic: As a long time AT&T customer I had to share my first and only terrible experience with the people working for you. On Saturday July 9th I went to the Liberty Missouri AT&T store. My Iphone 5 battery was no longer holding the charge that he had before. After discussion with your representative I decided to go ahead and upgrade to the SE. Great service great people. On Tuesday July 12th just before work I stopped in the AT&T store at Zona Rosa Kansas City Missouri on my way to eat lunch and then to work.
The new iPhone was not connecting to the internet and half of my apps were in dark. The AT&T representative looked at phone and stated it was an international phone, defective and I need to take to Apple it was a defective phone. I explained that I had just purchased the phone Saturday and can I exchange it. He informed me of the policy that I had to take it to Apple. (45 minutes from my home). I asked to speak to the manager. Andrew came out, nice young man, I explained the situation to him and he stated policy once the phone goes out the door AT&T is not held responsible for any warranty. I explained situation again that it was a two day old purchase, why am I being inconvenienced for AT&T’s sale of a defective phone.
Andrew kept saying he had to do the same thing. As a customer I do not care if he went to the movies last night or if he had a phone problem or he had to take his to Apple. If the phone was 30 days, 3 months, 6 months or 9 months old I understand taking it to Apple no problem, but really three days old. Andrew could do nothing but recite the policy and state that was what he had to do. Andrew needed to own the problem and solve it not pass it on. I suggested since that if this truly all he can do (trying to meet on common ground) , I know that I can return in 14 days, thus I stated ok I can solve a customer problem and make the customer completely happy with AT&T. I will return this phone and buy another one.
Oh no Andrew stated I will not allow that, that is manipulating the system. Again Andrew kept saying that is policy nothing he can do and that was what he had to do. He seemed more interested in giving his business card, stating policy, and what he had to do than solving a lifetime customer. Loosing lunch barely getting to work I left that store Zona Rosa Kansas City feeling that Andrew could not care about a customers need and just manage to manage. I left proceeded back to Liberty Missouri store. The AT&T representative after explaining what my phone was doing fixed the problem under settings in about 3 minutes.
Three things. The technician at the Zona Rosa store needs more training (why not ask for assistance to help solve the problem. Why did the manager not check for the reason the phone was defective as stated as an international phone. Why Andrew could not take ownership of the customers problem other than to recite the policy. I would expect an apology from Andrew as to the way maneuvered (no ownership to the problem) to handle the situation. I am a customer, not people to show the door to and not have or worry about them anymore.
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Constructive critic: As a long time AT&T customer I had to share my first and only terrible experience with the people working for you. On Saturday July 9th I went to the Liberty Missouri AT&T store. My Iphone 5 battery was no longer holding the charge that he had before. After discussion with your representative I decided to go ahead and upgrade to the SE. Great service great people. On Tuesday July 12th just before work I stopped in the AT&T store at Zona Rosa Kansas City Missouri on my way to eat lunch and then to work.
The new iPhone was not connecting to the internet and half of my apps were in dark. The AT&T representative looked at phone and stated it was an international phone, defective and I need to take to Apple it was a defective phone. I explained that I had just purchased the phone Saturday and can I exchange it. He informed me of the policy that I had to take it to Apple. (45 minutes from my home). I asked to speak to the manager. Andrew came out, nice young man, I explained the situation to him and he stated policy once the phone goes out the door AT&T is not held responsible for any warranty. I explained situation again that it was a two day old purchase, why am I being inconvenienced for AT&T’s sale of a defective phone.
Andrew kept saying he had to do the same thing. As a customer I do not care if he went to the movies last night or if he had a phone problem or he had to take his to Apple. If the phone was 30 days, 3 months, 6 months or 9 months old I understand taking it to Apple no problem, but really three days old. Andrew could do nothing but recite the policy and state that was what he had to do. Andrew needed to own the problem and solve it not pass it on. I suggested since that if this truly all he can do (trying to meet on common ground) , I know that I can return in 14 days, thus I stated ok I can solve a customer problem and make the customer completely happy with AT&T. I will return this phone and buy another one.
Oh no Andrew stated I will not allow that, that is manipulating the system. Again Andrew kept saying that is policy nothing he can do and that was what he had to do. He seemed more interested in giving his business card, stating policy, and what he had to do than solving a lifetime customer. Loosing lunch barely getting to work I left that store Zona Rosa Kansas City feeling that Andrew could not care about a customers need and just manage to manage. I left proceeded back to Liberty Missouri store. The AT&T representative after explaining what my phone was doing fixed the problem under settings in about 3 minutes.
Three things. The technician at the Zona Rosa store needs more training (why not ask for assistance to help solve the problem. Why did the manager not check for the reason the phone was defective as stated as an international phone. Why Andrew could not take ownership of the customers problem other than to recite the policy. I would expect an apology from Andrew as to the way maneuvered (no ownership to the problem) to handle the situation. I am a customer, not people to show the door to and not have or worry about them anymore.