AT&T Store

Rude rude and not helpful
Feb 10th, 2021

Jan 2nd, 2021

Excellent Outstanding Customer Care
Dec 16th, 2020

Sep 1st, 2020

I walked into the AT&T store located at 1909 Matthews Township Parkway on May 20,2020 after my short shift as a healthcare worker at Atrium Pineville. I arrived at 10:30 am in dire need of assistance to contact customer service regarding a suspension of my service. I encountered Aron, the store manager, alone in the store and proceeded to explain to him that I had spoken to an AT&T representative Monday, May 18th regarding my inability to pay my outstanding balance due to COVID-19 and a reduction in my work hours. I went from working greater than 50 hours a week to 5 to 15 hours. The rep was compassionate, caring and assured me my service would not be suspended. Aron asked for my drivers license and I realized I had misplaced it and asked if he could use an alternate ID. He stated he would accept a passport. I informed him that I had a picture stored in my telephone of my drivers license and passport which he did not accept. I drove home in the heavy rain, got my passport and returned. After Aron entered all info and then informed me I had to pay the outstanding balance before he could do anything else to help me. I pleaded with him to contact customer service to rectify the situation and Aron stated I do not have a live phone in the store. I knew immediately he was lying because I have been an AT&T customer for more than 10 years and have witnessed store representatives contact customer service to problem solve, establish new service, etc. I then walked out of the store distressed with disconcerting feelings about Arons attitude. He was rude, uninterested in servicing his customer and clearly should not represent AT&T in any way, shape, form or fashion. He did not just do the right thing.. I believe it would be a service to me and other members of my community to have Aron replaced at the Matthews AT&T store. I have worked in healthcare for almost 15 years and everyday I take the time to listen to every patients story with compassion, empathy and I work to solve their problems to get them back home to their families. To you, Aron, should you or any of your loved ones require my services while in the hospital, I will just do the right thing and treat you the way I expected to be treated. I walked out of the store after my bad experience and drove to the AT&T store located at 6820 Matthews-Mint Hill Road where my experience was EXCEPTIONAL. I was met by Shawn and Jakyie who listened intently and sprang into action. Shawn contacted customer service, explained the problem, was on the call for up to 1 hour and finally, all was rectified. He even got AT&T to issue a $50 credit for my inconvenience and suspension of service. During this time Jakyie sprang into sales mode and convinced me to try AT&T fiber optic internet and TV service. Shawn and Jakyie thanked me for my service on the front lines during this pandemic and I thanked them profusely for their kindness. They were motivated to just do the right thing. Thank you, Dr. Alice James [email protected]
Nov 22nd, 2020