AT&T

I have been here twice, and both times treated in a very condescending way by the employees. I would have gladly cooperated with them if they have treated me with respect I deserve as a customer. Both times I have left being disappointed and sad. I will try never to step in this branch again. These experiences almost made me leave ATT.

Just went in to get a discount added to my AT&T account per the information received when I started a new job. The rep assigned to assist me, Grant Kerley, took my drivers license, badge and paystub to the back office to fax it all to some office that adds the discounts, but came back out with a form that had to be signed first, quickly handing me a pen… i asked what I was signing, he said approval to add a two year contract for the discount, stating it would have no bearing or effect on my ugrade eligibility. I told him I’d worked for AT&T and knew for a FACT that ALL two-​year contracts affected upgrade eigibility, that what he was describing did not exist. Furthermore, I checked the paper i signed and found no mention of the word «contract» anywhere on it. I recommended that Grant check with his supervisor to avoid confusion. Instead, he held my discount hostage, reminding me that it wasn’t going to affect him either way, and called customer service for me so that MY confusion could be cleared up! The customer service rep assisting checked AT&T policy, assured me no contract would be added and offered to tell Grant where he could find the same information. He arrogantly informed the CSR that contracts are added to accounts with discounts, that he had followed up on previous customer accounts and saw it for himself… his tone held the expectation that the CSR would thank him for educating her as well. He passed the phone back to me, bloated with self-​importance, waiting for me to either accept that the two-​year contract would be added so he could go fax the paperwork or decline to accept and leave the store and my discount behind so he could carry on with more profitable customers. I elected instead to escalate… not only for myself as a customer, but for the advocacy of AT&T…not wanting to see its reputation and image ruined by reps who think they know it all now, and will continue to know it all into perpetuity, who care nothing for the company or its customers evidenced by their treatment of them. What if I’d never worked for AT&T and knew Grant was lying to himself & others, maliciously refusing to be educated? I would have lost my valid discount and AT&T would have lost my business and Grant would still collect a paycheck, not having been affected at all, just like he stated earlier. The lesson? Hopefully, Grant Kerley will no longer work there when you Unilocalers visit… but if he is, request someone else assist you… if you are unable, come back another day when you ARE able… if that’s not possible, you can double-​check everything through customer care, reverse any action, return anything as long as you do it quickly, fill out a survey on Grant and force him out of customer-​facing positions with AT&T so they can get somebody in there who knows what they’re doing and how to do it!