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Monday, March 02, 2009

This weekend AT&T lost a sale due to poor customer service.

In today's economy, can they really afford to lose more sales?

So here is what happened. Thursday evening momma upgrades our Iphones to the new 3g. As soon as she brings me the phone, I realize that I make the mistake of saying that I need the 8 GB.

We return to the store 2 days later to get the 16GB.

I have not used the new phone. I have not even turned on the new phone. It has not had service switched to the new phone. It is still in the box nothing touched.

While waiting I grabbed a $20 cover and the gentlemen comes over and tells me there is a 10% charge to upgrade to the more expensive phone.

Excuse me??

I am coming into your store wanting to exchange a brand new phone never used, wanting to spend more money with you to buy the bigger one, and you want to charge me to do this????

I tell him forget it. I will keep my same phone that I have. We live in South Bend and the Iphone is not my primary phone (I am a Blackberry user).

However, he won't take the phone back because we wrote a check!

He tells us to go use the phone for 10 more days and then he will take it back.

Stupid.

Now let me tell you how this would have gone down if we were at Sprint...

"I am sorry we have to charge you for the exchange, but I see you are getting an accessory. Why don't I give you the accessory for free to offset the charge?"

My response would have been....SOLD

Instead, AT&T lost the sale and now I am wondering if I need their services at all.


by: Shawna Seigel



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