AT&T

We are from Portland but recently moved to Austin, unfortunately we had to make an emergency trip back home shortly after relocating because my bf’s father unexpectedly passed away.
So here we are at the AT&T store, explaining (while trying to hold back tears) that my bf’s father is no longer with us so we need to somehow cancel his line. Both of his parents had just upgraded to new phones and we asked if there was anyway my bf could possibly cancel his own line and take over his father’s phone.
The sales rep explained there was no easy option and that his mother would either have to pay $ 600 to buy the phone, or continue paying for his father’s line over the remainder of their two year contract. If my bf wanted to switch phones there was no way to keep his number, so he would have to change the number he’s had for nearly a decade. The number that every single thing is linked to.
His mother was nearly in tears and my bf began to raise his voice because everything they were saying made no sense. How could a company have no policy for when someone passes away?! So a manager came out to speak to them, coincidentally it was Erica’s last day at that AT&T store as the manager and she told us the same thing the sales rep told us. Honestly I feel like she just didn’t care, it was her last day, why would she.
We left fuming and bewildered at how horribly this store handled our situation. My bf and I eventually returned to Austin and braved another visit to a different AT&T store to get a second opinion. The gentleman who greeted us listened to our previous experience, apologized and explained that they do in fact have a policy when someone passes away and it includes simply canceling the line and letting the family keep the phone for free. No questions asked. We were in and out in five minutes, we couldn’t believe it. This new sales rep told us the other store should be ashamed of the way they treated us and that I should make a formal complaint. I did in fact call and talk to Erica’s replacement, the new manager responded that he would talk to the staff and make sure they are up to date on policies.
I won’t be entering this store anytime soon since I’m a couple thousand miles away, but you can bet if we are ever back in Maine I will never step foot near this place.

Brought in my smashed iPhone 4. Steve was so helpful, AND he made some suggestions how i could a little more life out of my phone since I was running low on funds. How many sales people are that honest and understand sometimes you just need a little help. I plan to upgrade in a few weeks and will definitely give Steve my business.

I had my phone in my right hand. My rabbit was looking especially handsome so I scooped him up with my left hand. I a) never «scoop» the bunny, and b) never do it with my left hand. Sensing my lack of confidence he began squirming (read: bucking like a bronco). In an effort to make him comfortable my phone dropped out of my hand… And the screen cracked.
We knew AT&T would do nothing for us but having never experienced a cracked phone screen before, we went to see them anyway to ask their advice.
Us: «Hi, we have a cracked screen and while we know you don’t fix them we were wondering what you suggest we do.»
Angry Employee: «Well, we don’t fix cracked screens.»
Us: «Umm, right. We know. We were just wondering what we could do.»
Angry Employee: «Absolutely nothing. And you’re not up to switch out phones for a while unless you want to buy your phone outright. There’s absolutely no way we would ever take your broken phone, so buying it is your only option.»
Us: «It’s not broken.»
Angry Employee: «Right, but the screen is essentially broken. So unless you want to buy your phone outright, there’s nothing we can do.»
(It’s important to note that when I started talking to him directly, he only looked at and addressed my boyfriend.)
Me: «Okay, well does AT&T have a preferred screen repair store?»
Angry Employee (to boyfriend): «Pardon me?»
Me: «There are like three screen repair places just in the mall, I’m sure people have come to you with broken screens before. Do you suggest one more than the others?»
Angry Employee (to boyfrend): «I really can’t help you. We don’t deal with broken screens.»
Me: «But you’ve heard from other people which screen repair place is better than the others, right?»
Angry Employee (to boyfriend): «Unless you want to buy your phone today there’s absolutely nothing we can do to help.»
So, I’ve been thinking how you — the AT&T of the Maine Mall — can actually help. Here are just two examples of how customer service works the next time someone comes into your store with any question:
1. Don’t be patronizing to your customers.
2. It’s okay to go off script.
Really, try it. These simple things may just help both you and the people who are coming to you — GASP! — happy.