Being in Texas at an AT& T store and still waiting over an hour and twenty five minutes after being placed on the cue by a greeter. “You’ll be taken care of shortly.” Yeah…shortly.
I see now why the wait is so long. The employees of the Southlake AT&T do only one task at a time. They kill time before their lunch breaks. The greeter kills more time by going to a man sitting by a desk to speak to him before leaving on his lunch break.
Finally I notice the man at the desk with a customer. By now the greeter has walked out and returned minutes later with his lunch in a bag, to banter again with the man at the desk. “Why do these people kill so much time? Is there a manager on duty today?
Finally a woman walks over to me. I’ve seen her talking to customers for over one hour. I ask her to speak to the AT&T account owner. I beg her to wait for one second.
She waits impatiently when I ask her to speak to the AT& T account owner. The annoyance of having to do a little customer service is too much to bear for this woman.
“You only need an authorization,” she says forgetting or neglecting to tell me about a pin number. Since that’s all I need to transfer out of Verizon Wireless to AT&T I release her to the same table with the woman with two children who have been horsing around the store. She rushes over after placing me on the cue again. Instead of placing me next on the cue, she adds my name to the bottom of the list.
I continue to play with all the SAMSUNG products, testing everything without signing in to my Twitter account to seek help from AT&T.
Approaching the 2 hour mark and still observing this store’s employees still working hard at doing nothing, and hearing a Russian woman screaming in into her phone while talking to someone on the other end, about a man and his luxury SUV.
At this point my patience is wearing thing. I dare approach the man at the desk, who refers me to Rod, the manager.
Now the minutes keep ticking by, as I wait yet at another line created by the manager. He is ROD, “the manager.” He glances at me but ignores me, turning his back to me to face his fresh line of “customers” that continue to walk in. I have been waiting an eternity to transfer an iPhone from my current LG flip phone a“dinosaur,” by today’s standards.
By now I’ve spoken to two men and a woman who have told me I need an authorization from the AT&T owner of the account. The woman spent two minutes telling me “all” I would need to complete the transfer from my dinosaur flip phone to the iPhone.
The manager finally turns to lean over me.
He’s about ten feet taller and heavier than a giraffe, I’m exaggerating about his weight and height, in case AT&T doesn’t get my sarcasm. He kindly asks to hear my “problem.” Well by now he should have noticed that a man wearing a red jacket a holding an orange cap had been growing roots into the ground. I asked for an apology for delaying me here at the 1431 E. Southlake shack.
- Address: 1431 E Southlake Blvd Ste. 511, Southlake, TX 76092
- Phone: (817) 488-1900
- At: Southlake Town Square???
It’s not at the Southlake Town Square! It’s across the street from Southlake Town Square (STS).
I should’ve known when I parked by the T-Mobile at Southlake Town Square that it was odd not to see any other telecommunications stores nearby. Especially an AT&T store, since that’s the one I needed to be using. Amazingly, AT&T is not even on the map of the Southlake Town Square shopping center. Maybe AT&T should correct this or have the STS mall correct it for them?
The gigantic manager asked what problem I had. The problem I had, was wasting time waiting for this store to place me next on the electronic cue, and not even apologizing for the inconvenience, I told Rod the manager. There still was a man’s name before mine on the list who had entered the store after me. I wanted to be placed next on the list.
“So what do you need? he asked me again. “First an apology and then being placed on the list ahead of the line,” I explained.
He orders me to sit down by the red or orange or since I’m color challenged it could be green or brown couches across from another gigantic TV screen that nobody is caring to watch. All I see is white uniforms and black bodies from a distance. He leaves me perplexed when he walks away without a hint of an apology. Now it’s my turn to seek help from AT&T through Twitter.
Let’s see if AT&T really cares about its walk-in customers. I continue to play with the phones as I walk counterclockwise around the store testing the products that don’t need a salesman. What seems an eternity Cameron finally makes eye contact with me. Once again I’m asked how can I be helped? This is the man at the desk who told me to talk to his manager about putting me at the top of the cue.
I’m tired and now hungry for food, after waiting an eternity doing nothing but testing other companies’ products.
I finally think I’ll be done serving my time at Southlake’s AT&T! Nope…now I need additional information that I could have retrieved ages ago. I ask C to please write everything I’ll need plus his card and the code to reach the appointment line. I tell C that I’d rather go eat, than to simmer longer on an empty stomach. Not even a drink of H2O was proffered. What kind of “managers” does AT&T promote from within. Or who do they hire?
I worry about the little knowledge and care Manager Rod will give his customers today and in the future; if he’s not sent for training.
Hate to see what he does to someone with disabilities. Maybe one can be arranged by AT&T.