Had a great experience at this store with Darrel! I was in the store to sign up for the AT&T prepaid service – and to get a new sim card for my Canadian phone to use while in Florida. He was very thorough...
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Had a great experience at this store with Darrel! I was in the store to sign up for the AT&T prepaid service – and to get a new sim card for my Canadian phone to use while in Florida. He was very thorough and quick to get the sim installed and up and running – and gave me the website address to manage my prepaid account. Upon returning home – I found I could not connect to the website as I could not receive the pin that was messaged to me during the sign-up process – so I returned to the store the following day. After several failed attempts to resolve the issue, Darrel had to help other customers that had arrived at the store, so I used the time to call AT&T and try and get some help with the issue. The customer service rep on the phone was unable to help – and suggested I visit a corporate store in Jacksonville. When I got off the phone, Darrel realized that he had had the same issue with a previous customer – and that it seemed to be related to android phones. He switched the sim card to an iPhone he had on site – and managed to get the pin and set up my account with a password that I could access online with my phone or laptop. Hard to find staff that will go above and beyond to try and help the customer – AT&T are very lucky to have him. And as a sidenote – during a phone call with another customer, Darrel offered to stay past closing time to accommodate the person on the line with coming in to the store and getting help to set up a hot spot – that certainly doesn’t happen very often! On another visit to the store – another employee (didn’t get his name, unfortunately) said he believed the issue was more likely because of the foreign phone rather than android versus Apple. In any case – AT&T should make there support staff aware of the situation.