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I HATE WALMART! Next time I'll go to an ATT store!

yojerms1977

Aug 26, 2010, 11:57 AM
I opened up my account last Friday at a Walmart store and even paid a deposit. I got the iphone and loved it, except I couldn't send or receive text messages. ATT told me to take the phone back to Walmart and exchange it. They were out of the iphone, I had bought the last one. Since I had already paid my deposit there the day before, I had to get another phone at Walmart. So, I got the bold 9700 which is a nice phone, but it's not the iphone like I wanted. Well the texting still wasn't working after two days. I called ATT and they said the girl never signed me up for text messaging and that's why it wasn't working. So I went back to Walmart and explained this and wanted my iphone back I had returned. They said that I couldn't get it...
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Sigma1570

Aug 26, 2010, 12:30 PM
Wow, that sucks. Another example of the high cost of low prices.
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WolfCR13

Aug 26, 2010, 12:47 PM
It doesn't matter if you have a contract witn ATT, VZW, Sprint or whoever you want, i's always, ALWAYS better going to a corporate store!!! These mini stores always give headaches and terrible times to custs...
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Menno

Aug 26, 2010, 1:38 PM
It's not the small stores that are the issue per se, it's more big box retailers.

Small retailers that only sell one brand can actually be great places to buy your phones because they can do practically everything (excepting tech issues and big business discounts) that a corp store can do and they can have a bit more wiggle room with prices, especially for new customers.
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WolfCR13

Aug 26, 2010, 1:49 PM
Hmm, I'm afraid I have to disagree with you... I work for AT&T, and I've received several calls from very angry custs that went to these small stores to add messaging plans and they come out with new contracts, data plans or something that they never asked for...
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texaswireless

Aug 26, 2010, 2:00 PM
You work for AT&T, went to a Wal-Mart to buy a phone that has zero price difference (save a few pennies) and now you challenge that small locally owned retailers cause issues?

You have zero credibility.
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WolfCR13

Aug 26, 2010, 2:01 PM
Uh... I'm not the one that is complaining about Walmart
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texaswireless

Aug 26, 2010, 2:03 PM
My mistake.

But you need to stop your generalizations about agents.
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WolfCR13

Aug 26, 2010, 2:42 PM
Ok ok... I just posted something on other thread...

Maybe it's not a better customer experience, but at least COR agents always call to customer care to have things done, and I'd rather having an agent calling me to do something on his behalf than having an angry cust... Now, as you mentioned, this may be the exception, not the rule, maybe the rule is that 95% of small stores agents are capable, but unfortunately people turn around to criticize that remaining 5%, and just to make my point, I'm not criticizing small stores nor agents that work there, I'm just giving muy point of view accordingly with what I have to deal day by day... Don't get mad dude!
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Menno

Aug 26, 2010, 2:09 PM
I can say the same thing about customers going to corporate stores.

One of the corp stores near hear is infamous for activating all BB on the corporate plan instead of personal plan, adding tethering etc without confirming things with users.

And yet the other corp stores don't do this. And these are stores owned by the SAME COMPANY.

You're trying to make generalizations about stores operated by seperate companies. Some stores are shady, but a good chunk (most likely by far the majority) are on par with corporate when it comes to CS and some even far exceed it.
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Sigma1570

Aug 26, 2010, 1:45 PM
I disagree. There are plenty of capable agents who know just as much and more just as friendly as COR stores. In my area the COR stores have a crappy reputation since they are unionized jerks. I don't see how a COR rep could give a customer a better experience than I do. We use the same tools and sell the same product.
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WolfCR13

Aug 26, 2010, 1:53 PM
Maybe it's not a better customer experience, but at least COR agents always call to customer care to have things done, and I'd rather having an agent calling me to do something on his behalf than having an angry cust... Now, as you mentioned, this may be the exception, not the rule, maybe the rule is that 95% of small stores agents are capable, but unfortunately people tun around to criticize that remaining 5%, and just to make my point, I'm not criticizing small stores nor agents that work there, I'm just giving muy point of view accordingly with what I have to deal day by day... 😉 Don't get mad dude!
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WolfCR13

Aug 26, 2010, 1:54 PM
Typo "but unfortunately people TURN around to criticize that remaining 5%"
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Sigma1570

Aug 26, 2010, 3:19 PM
Its funny too, because in our market COR stores tell the customer to call care while our agent locations make sure the issue is resolved in the store so we call customer care for the customer. Like you said it varies depending where you are at.
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texaswireless

Aug 26, 2010, 3:55 PM
I have had multiple employees leave to go work for corporate stores (all left while I was there because they moved and I gave a recommendation). Without fail they immediately become one of the top sales reps in their stores because they have learned to scratch and claw for every sale and potential referral customer while working for an agent. No one is "beneath" their time because they know everyone is a potential sale and do not have the "next" mentality.
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WolfCR13

Aug 26, 2010, 4:06 PM
That's excellent! That's the attitude every single agent needs! Unfortunately, as I mentioned before, there is a 5% that screws up in their job and because of that stores receive bad reputation... 😕
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texaswireless

Aug 26, 2010, 4:25 PM
That is perpetuated by people making comments such as yours.

It is as serious a prejudice as racial profiling, especially when in this economic atmosphere disparaging comments cause lost traffic and lost jobs.
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Sigma1570

Aug 26, 2010, 4:58 PM
It also doesn't help when I've personally heard COR stores and Care reps telling customers that they shouldn't buy from agent locations because we lie to customers and aren't as well trained and they still tell customers that we have secondary contracts even though we haven't for over a year. I guess everyone wants to get a sale, but to bad mouth another person to get a sale is pretty shameless.
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WolfCR13

Aug 26, 2010, 5:15 PM
Well, I don't know where it happens, but at AT&T we refer cust to any store, except for t-shootings or when upgrade overrides need to be done
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texaswireless

Aug 26, 2010, 6:39 PM
But you refer to corporate first.
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WolfCR13

Aug 26, 2010, 7:42 PM
If necessary, yes... And necessary means: Troubleshooting, iPhone upgrades (and I refer them to COR or Apple stores because of availability), upgrade overrides (I've been called by authorized retailers asking for overrides)
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texaswireless

Aug 26, 2010, 7:44 PM
Other than upgrade overrides (and some agents do that too) everything you listed can be done by agents.
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WolfCR13

Aug 26, 2010, 8:23 PM
But some small stores don't have the option due to systems limitations...
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texaswireless

Aug 26, 2010, 8:31 PM
Like what? What equipment, with the exception of service locations with exchange stock, do corporate location have over ANY agent store? Do you then send out if warranty but upgrade ineligible customers to agents with onsite tech equipment because corporate stores cannot do repairs?
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WolfCR13

Aug 26, 2010, 8:44 PM
iPhone 4, for example.................. Refurbished items, for example.........
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texaswireless

Aug 26, 2010, 8:45 PM
Agents can have both just as corporate can.

Anything else?
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WolfCR13

Aug 26, 2010, 9:12 PM
C'mon!!! Be serious!!! I've been working here for a time enough to know that most small stored DON'T CARRY REFURBISHED PHONES!!! I've received calls from small stores requesting for them!!! Or why would they call us??? I believe they don's give us a call to sing: "I just called to say I love you..."
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texaswireless

Aug 26, 2010, 9:15 PM
I know several small agents that always keep both loaner handsets and refurbished handsets in stock. 3 store chains.
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WolfCR13

Aug 26, 2010, 9:28 PM
Knock it off!!! I've been supporting your position all day long!!! Enough!!! Read the whole thread and find it out!!!!
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WolfCR13

Aug 26, 2010, 8:24 PM
C'mon! I have nothing against you guys! I respect you a lot! But face it... There are some processess that can't be done in small stores
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texaswireless

Aug 26, 2010, 8:34 PM
Like what? I am trying to determine your level of brainwashing. If you are openminded you will learn something here that agents are every bit as capable as COR and in some cases moreso.
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WolfCR13

Aug 26, 2010, 8:49 PM
I understand that and I support you!!! I've been telling you that!!! But you also have to understand that there are exceptions!!! Or are small stores agents' %100 perfect??? 👿
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texaswireless

Aug 26, 2010, 8:51 PM
But you can't name them. You have been taught to think small stores can't do everything yet you really don't have specifics.
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WolfCR13

Aug 26, 2010, 9:05 PM
You know what??? I'm tired... I give up... I agreed with you all day long, and gave you examples of what can't be done in small stores, but you are so close minded that you think that 100% agents are perfect, are geniuses and are magicians... OK, believe it, I don't care...
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texaswireless

Aug 26, 2010, 9:08 PM
You gave me one example which was not accurate.
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WolfCR13

Aug 26, 2010, 9:27 PM
Knock it off!!! I've been supporting your position all day long!!! Enough!!! Read the whole thread and find it out!!!
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texaswireless

Aug 26, 2010, 9:30 PM
Knock what off? Asking you to justify your position that agent stores offer less services with actual facts? If it is true then you must have actual facts correct? Like I said, trying to determine your brainwashing level.
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WolfCR13

Aug 26, 2010, 9:32 PM
I haven't blamed agent stores for offering less services!!! I've been saying that there are agent stores (not all of them) that don't have t-shooting services! Or refurbished phones! That's it!
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texaswireless

Aug 26, 2010, 10:05 PM
That IS offering less services. Every single agent store can trouble-shoot handsets with problems, and some can even repair them onsite, something corporate stores cannot offer.
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WolfCR13

Aug 27, 2010, 1:56 AM
Ok whatever...
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WolfCR13

Aug 26, 2010, 5:05 PM
C'mon! I'm just pointing out that people needs to be more accurated when getting a service ANYWHERE! i.e. if I go and get a car, and the salesman tells me that a Fiat 500 has a V8 engine, will I believe him? If so, sooner or later I'll realize that my car has only 3 cyl, and I'll get mad and frustrated, and despite that place has the best salesmen, except the one that sold me that car, what will I do??? Will I congrat the other guys and blame him only??? NO!! People blame entire companies for a few workers!!! and that's my point... Maybe I wasn't clear enough on my 1st post, but then I corrected it and made my point (95% good vs 5% bad)... And to make my point even clearer, I don't blame entire companies because of someone's fault! People d...
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Sigma1570

Aug 26, 2010, 5:08 PM
WolfCR13 said:
People does! blockquote>

All of at&t customer service has bad grammar.
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WolfCR13

Aug 26, 2010, 5:42 PM
Typo... I'm working dude! Handling calls while posting here... 🤭
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Sigma1570

Aug 26, 2010, 5:57 PM
🤣 🤣 I'm just playin.
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WolfCR13

Aug 26, 2010, 6:02 PM
😎
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KriisCDW

Aug 26, 2010, 5:02 PM
this is what you get.

Clowns that aren't even mainly phone sales ppl... clowns that don't get commission.

This is *YOUR* fault for being that naive.

Expensive lesson learned.
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WolfCR13

Aug 26, 2010, 5:06 PM
C'mon... Don't blame a whole company because of a few employees...
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KriisCDW

Aug 26, 2010, 5:20 PM
I used to work at Wal-Mart.

There are good people there. Don't get me wrong.

The problem is... the employee's are
1) not trained. phone sales is their secondary job.
2) have no incentive. Unless things have changed, they have zero reason to do an exceptional job. No commission = no care.
3) not the brightest. While they might be "good people", they generally aren't smart or motivated. Those who are get better paying jobs elsewhere.

There are smart, competent, motivated people at Wal-Mart... there are dumb, incompetent, unmotivated people elsewhere (Corp/Other)... We are talking about over-all, odds of who you will hit.

We are talking about Wal-Mart.
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CellStudent

Aug 27, 2010, 12:35 AM
...corporate stores wouldn't exist.

Did you buy your TV from the Comcast kiosk in the mall?
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CellStudent

Aug 27, 2010, 3:33 PM
...unless:

A) the technician on the phone tells you to
B) you have no idea what you want to buy and need some hands-on to make the decision

Lesson learned?
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Menno

Aug 28, 2010, 12:30 PM
c) You know that you'll have a lot of questions about whatever device you buy.

I have no issue with people who choose to buy elseware. That is their choice. But if you buy a phone online because you don't want to wait on a rebate, don't go into your local store and expect them to be happy to help you understand your new toy. If you buy a phone online, your support is online (or over the phone). The stores are there for sales, NOT for customer service (unless you buy the devices there)
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wombough

Aug 28, 2010, 3:46 PM
I agree unless its a corporate store. They are their for anything their customer needs. Period. If you don't like then you should find a new job. Agents are a different story since they need to pay the bills.
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Amarantamin

Aug 28, 2010, 7:57 PM
Corporate store reps do not have bills to pay. Duly noted.
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wombough

Aug 28, 2010, 9:28 PM
Did I say the employees. I said the store. There rent or whatever is paid by corporate. And that is why its their for customer service. At least in verizon stores they have a whole section on customer service and phone issues for EXISTING CUSTOMERS. Not sure how att has their stores set up as I refuse to have att but if it is not the same you are seriously lacking in customer service. Oh and did I mention they don't care were you got your phone from? Nope they don't and will even swap it for you if you got it online and don't like it.
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dromant

Aug 29, 2010, 12:24 AM
Wow, where do I start?

1: "Did I say the employees. I said the store. There rent or whatever is paid by corporate."

Who pays the rent on the building has absolutely nothing to do with it. If you buy a phone from walmart, then go to a corporate store and take up an hour of some employees time trying to find out how to use the phone b/c the person at walmart didn't have a clue, it doesn't matter who pays the rent, you're still costing that employee money. They don't get paid more if its a customer service. They make their money off of commission - and by buying the phone somewhere else they make nothing off of you, and by wasting their time, they are missing out on additional sales.

2: " At least in verizon stores they have a whole s...
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wombough

Aug 29, 2010, 10:30 AM
Wow were to start with your long post that said nothing new:

I don't care about JD power surveys they are worthless to me I care about my real world experiences from them. And if you did I guess you have att because of CS and not network because they always rank the lowest in that area. But I guess people only use JD when it says something they like.

Verizon has a section that those employees don't sell anything all day all they do is sit behind the counter and deal with customer service and phone problems so I don't know were you are going with taking up their time as if that is all they are doing that day that is their job for people that have phone issues to take up their time.

No my friend got a phone at the walmart here new c...
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dromant

Aug 29, 2010, 4:31 PM
Hmm...

You don't care about JD Powers, its "worthless" yet you assume the ATT network in my area is bad b/c ATT ranks the lowest in JD Powers - you can't have it both ways. In my area, I use ATT b/c its better than Verizon. Not saying its better nationwide, simply saying its better where I live and travel.

Verizon customer service reps in store are a thing of the past - at least where i live. One of the employees at one of the local ATT corporate stores actually left Verizon b/c all the stores in the area were doing away with their in store techs and customer service specialists, and simply having the sales staff do all of it. I don't know if this is something thats happening nationwide, but its something that is happening in the Ver...
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wombough

Aug 29, 2010, 5:42 PM
No I don't care about JD powers they are based off from what I find not real world issues. I find people rely on them too much and usually when it benefits them and ignores other things. That is why I said they rate att very low on network and if I use them to make a point as you did I would have to look at that. But your right att were you are might be best and not what JD says. That is why I say I don't care what they say. I care what I see and hear from my real world issues.

I am not sure if they are doing away like you said to CS reps in stores. But here in Albany they are fully staffed. Not sure if they are all sales people or not but they have never asked me were I got a phone or had an attitude if I wasn't buying a new phone.

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Menno

Aug 30, 2010, 5:32 PM
That was a one time thing. And most likely involved him adding data. If not, the manager of that corp store just basically handed in his resignation card because that's explicitely against the agreement that both corp stores and retailers have to sign. It creates a TON of paperwork and benefits no one in the long run, except your friend who now has a backwards view of how things should work.

Yes, corp stores do have people who's only job is tech and customer service, but those people are losing their jobs fast.
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slolearner

Dec 5, 2010, 2:36 PM
I just inhaled my coffee from laughing at this. I think just I burned my Larynx.
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CMBDJ

Nov 19, 2010, 12:33 AM
You get what you deserve.
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