U.S. Cellular Authorized Agent – Premier Locations

I’m 65, female. If there’s one thing that erks, it’s twenty something males who treat me like an idiot, interrupt me, and treat me with disrespect. That’s what I experienced at this store when I went in with a battery problem in my phone. I’ll be driving further to avoid this in the future.

I try to not be a hater on Unilocal,so bear with me. Been a US Cellular customer for years, and while I’ve had my share of issues with phones, their customer service folks have always been helpful in resolving problems. Until May 2013, at this location. I live in Monona, decided to switch to a family plan and add my wife and daughter. Easy enough, stopped in, picked the plan recommended, grabbed two phones, off w went. Until the first bill came. My $ 130 a month plan turned into a $ 450 charge. WHAT? After spending 45 minutes with the national customer service team, we discovered the young woman who set up my new plan did literally every single thing she could have done incorrectly. No family plan, but three separate lines. No UW employee discount. Never converted my primary and original account to the family plan. Told me I’d pay no activation fees since I was already a customer, even though I questioned her twice on this.
Flash forward, the national team is working to basically rebuild my account, remove all of the charges, start from scratch, and they told me to call the store manager to let him know about the hassles and the errors, and to talk about the activation fee claim, which BTW did show up on the bill. The manager, after I requested to speak with him, answered with a short hello, no hi may I help you, or this is bob the manager. I told him the whole saga, he simply said «ok, so what do you want from me.» He said, twice, he couldn’t comment on the situation because he wasn’t there when I was in the store, and he hadn’t talked to the associate. He never apologized once, he never thanked me for my business, he ended the conversation by telling me everyone pays activation fees, doesn’t matter what the associate said, and he again asked me what I wanted. I told him I wanted the activation fees reversed, he said he’d think about it.
Not good enough, I called national back, they were appalled at his lack of customer service. They reversed the fees, they applied my discount (which she set up but using a wrong phone number for me), they made sure I felt cared for, and they thanked me for hanging with them.
Avoid this store, you’d be better off driving somewhere else or buying online. The store is badly managed, the staff aren’t trained, and I blame the manager, he’s running a sloppy business. Odd in this day and age that the national company provides better service than the local guy I was trying to support. But it’s true.