AT&T in-store cust. Service is pathetic

Discussion in 'iPhone' started by Espo, Aug 11, 2008.

  1. Espo macrumors 6502

    Joined:
    Aug 16, 2007
    Location:
    NY
    #1
    I was in an AT&T store in Scarsdale, NY and I was listening to an AT&T rep helping this lady who had issues with her email. The rep had no idea what he was talking about. He spent 35 minutes on the Apple and AT&T sight, trying to find an answer. I knew the problem with the phone, and when the rep stepped away, I told her what to do. He came back and finally told her to call Apple support. This is not good at all for apple, because their customers are not recieving qualified assistance. At least reps at the genius bar know what they're doing.
     
  2. bradl macrumors 68040

    bradl

    Joined:
    Jun 16, 2008
    #2
    So you're going to blame all of ATT's customer service being horrid on one experience at your local store?

    By contrast, I guess my local ATT store's reps should be given sainthood. After getting my iPhone shipped there, I was in and out with it, a BT headset, and another phone (next door neighbour's kid's birthday present) within 15 minutes. Everything completely set up (save some codes I would set up later on my FAN discount) and ready to go.

    I won't even go into the 10 minutes it took to go from nothing to ATT U-Verse.

    In short, don't judge all of their service based off of a single incident at one store. Not all of them have been bad.

    BL.
     
  3. dissdnt macrumors 65816

    dissdnt

    Joined:
    Aug 3, 2007
    #3
    Yah it's just bad training at the AT&T stores. Most of those stores are just owned and operated by regular joes with at&t licenses. So there's no standard at all when it comes to training. In general if you have an issue with an apple product, go to apple :p Although a lot of those geniuses are aholes.. sorry folks but they are :)
     
  4. cWeems macrumors 6502a

    cWeems

    Joined:
    Jun 8, 2008
    Location:
    FLORIDA, USA
    #4
    yea dont blame all of us for the guy u got lol

    its all trial and error, he's gotta start somewhere, the more ya fail the more ya learn!
     
  5. AutomaticHaze macrumors regular

    Joined:
    Aug 4, 2008
    Location:
    Texas
    #5
    Haha, last time i went into a AT&T store.. i asked for an iphone 3G. They told me they had no iphones left but i could buy one and have it shiped to my house. So i asked if i could just go to the apple store and the guy told me to go to the apple store then bring the phone back to the at&t store to get it activated. He obvoisly had no idea what he was talking about. :p
     
  6. Espo thread starter macrumors 6502

    Joined:
    Aug 16, 2007
    Location:
    NY
    #6
    I'm not blaming all them. Just the one in that store, which is why I listed the store.

    And 'mac geniuses' can be a$$holes, but they are trained atleast.
     
  7. bradl macrumors 68040

    bradl

    Joined:
    Jun 16, 2008
    #7
    True, but the title of your thread is misleading, making everyone believe that because of your one store, all ATT customer service is pathetic.. that's the problem.. :(

    BL.
     
  8. barkomatic macrumors 68040

    Joined:
    Aug 8, 2008
    Location:
    Manhattan
    #8
    As long as the customer service person is polite I have patience if someone is new or is unfamiliar with the product. Don't forget, these people aren't paid a lot and there is a high turnover in these stores. Also, they also have to be knowledgeable about all the other phones in the store as well. If you need help with the service plan go to AT&T. If you need help with the hardware go to Apple.

    It's really easy to be arrogant and feel smarter than the "dumb" sales person but I'd like to see you memorize the complexities of the calling plans and features of all the phones in the store after being there for probably a week. The iphone isn't the only one they sell you know.

    No, I don't work for either AT&T or Apple.
     
  9. Small White Car macrumors G4

    Small White Car

    Joined:
    Aug 29, 2006
    Location:
    Washington DC
    #9
    What's more reasonable?

    A) When you have a problem with a phone, you call the people that make the phone.

    or

    B) AT&T reps should know EVERY feature of EVERY model phone they sell.


    Seems to me that A is a lot more reasonable than B. Isn't this like going to Toy R Us and asking them questions about how your X-Box works?
     
  10. royaltannenbomb macrumors newbie

    Joined:
    Jul 30, 2008
    #10
    Still, when you have a launch as big as the iPhone then you should really train anyone who is selling it to know what they are doing. They should really just have one iPhone specialist in every AT&T store.
     
  11. Interstella5555 macrumors 603

    Interstella5555

    Joined:
    Jun 30, 2008
    #11
    I may agree with you if the rep had been rude or lied, but the iPhone is just another phone to these guys; you could say the same thing about anyone in a BestBuy that doesn't know all the specs on the latest dell.
     
  12. AutomaticHaze macrumors regular

    Joined:
    Aug 4, 2008
    Location:
    Texas
    #12
    Especially seeing the iphones an AT&T exclusive phone.
     

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