I will be canceling all services with AT&T pertaining to this matter. The employees at this location are VERY UNPROFESSIONAL and not business-oriented! The customer service is horrible and this location needs to be investigated. Who sets up a password for a...
Read MoreI will be canceling all services with AT&T pertaining to this matter. The employees at this location are VERY UNPROFESSIONAL and not business-oriented! The customer service is horrible and this location needs to be investigated. Who sets up a password for a customer on a locked phone? I recently switched my phone carrier to AT&T to take advantage of a bundle package, as I already had one service with them. During the process, I purchased a phone, and the associate assisting me sold me a mid-range device. He repeatedly asked me to call my previous carrier to transfer my line, which I did.
Later, the associate asked me what I wanted my password to be, which seemed unusual. He then continued setting up my phone and attempted to transfer my data but stopped due to the store closing, giving me a phone filled with fingerprints and blemishes. When I got home, I used the Smart Switch app to continue the data transfer, only to find that the phone required a password I hadn't set myself. Thr phone also lags a lot. I was completely locked out of my phone for 24 hours...no phone access whatsoever which was an inconvenience.
The following day, I called the store and asked for a manager. I spoke to someone named Blue, who told me to come in. The store is a far distance. However, after speaking with both Samsung and AT&T customer support, I was advised to take the phone to the nearest AT&T store for a reset. When I arrived at my local AT&T store, the staff was kind and helpful. Unfortunately, they had to transfer my service back to my old phone and advised me to contact the location where I originally purchased the device.
Since I had no working phone, I used another device to escalate the issue to the store manager. I was told his name was Brian. When I explained that the associate at that location had set a password on my phone without my consent, Brian immediately dismissed my claim, called me a liar, and denied any wrongdoing by his employee. He refused to review store footage and rudely disconnected the call, telling me to deal with the issue myself. I was in complete shock.
The AT&T store in my community was incredibly helpful and suggested I visit a corporate location. However, when I went to the Hiram, GA, location, the manager bluntly told me that they "only sell phones" and could not help unlock my device. Thankfully, I found a local retailer who was professional and assisted me in unlocking my phone.
The management at the original location was highly unprofessional, showing no compassion or willingness to resolve the issue. Despite my request to speak with a regional manager, my concerns were ignored. I regret switching from my previous provider, which had excellent service, thinking AT&T would offer a better deal and customer support. This particular location appears to prioritize sales commissions over customer satisfaction and should be fully investigated. The manager Brian should resolve issues, not disconnect the phone on paying customers. Again, no compassion whatsoever! I also was promised a copy of my receipt upon my request. I never received. However, another location had to give to me.
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