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| - If I could give this location a zero I WOULD. Glancing at the reviews before me, I'm not the only person who left upset. I had to replace my damaged phone and this was the location I picked because I THOUGHT they would be nice considering it was a decent area and I knew it was 15 minutes from the house. It was a Friday at 2:30 PM.
This entire experience at this store was not just confusing but nothing but an anxiety trip. The greeter has a poor attitude when I told him I was not here to add a line or purchase anything but I needed to replace my phone. His attitude went way down. Awesome. After he ever so kindly told me I was misinformed from customer service on the phone that i could exchange my phone here. He hands me a piece of paper with the Asurion number. Mind you any other store you go to they at least HELP YOU, get you situated maybe even call the number and let you USE their land line since you have NOTHING. Nope, I used had to borrow a mobile device from a friend. After th headache on the phone with this ignorant woman from Asurion who was incredibly unprofessional. I walked back in WITH A SMILE ON. Through this whole hair pulling process I stayed calm with everyone! Instead I was the one who received poor attitude.
Mind you now it's close to 4 PM, Lee Ann the store manager came over to ask us what she could help us with. She said she had seen us here awhile & I told her the greeter of her store has a poor attitude. She then let him know to have I needed to be helped next and bumped me up the line. Tony tried to help me but he seemed to not be all there today from the rush of the new iPhones.. I told him I had to fill out the afidated process and get a copy of my recent bill. He tried to look up my purchase history at the store instead (which was wrong) and asked me "Do you have the Moto Atrix"? I said "No, I have the galaxy note II and I didn't buy it from this location". He then tells me, " Oh, well I don't see it here so I can't help you". At this point I just want to throw my hands in the air and leave.
Coleen the assistant manager overheard the conversation and came over to see if she could help. I told her I was simply trying to replace my phone, I had gotten off the phone with customer service and was mistaken and was corrected by my friend it was Asurion I has spoken with. My nerves were just though the roof. Well Coleen did help, i filled the form out, she faxed everything over for me. She said, "Not to worry", and the process was "all set". I'm thrilled because I had this done before the cut off date that day so I should of gotten my phone the next day.
Yesterday my bf calls the insurance company to find out where my phone was, and the kind woman over the phone says to him, "let's finish the process so we can send out your new phone". So apparently I should of called the insurance company to make sure the paperwork was faxed over, and finalize the transaction. I returned to the store to let Lee Ann know that I had not received my phone and that the paperwork wasn't finalized and I did feel as though I should of been told to make a call to the insurance company.
Well after we went back and fourth as polite as I could be with Lee Ann she just wanted to lock horns with me. I told her I was simply there to let her know how the situation went yesterday and how I was unhappy with the service. I should of known about this finalized call. She then proceeded to tell me, "Well if we had to call every time that happened, I just don't know". I could tell this conversation was going no where fast. I'm pretty good at reading body language and she was making me uncomfortable with her tone on top of it, like I did something wrong for bringing this to her attention.
Mind you earlier when we were waiting for her, she came out of the backroom and wished other customer's to have a great night.. I took it personal when she didn't even bother to say that to us when we were leaving after I had told her, " Well I hope you enjoy your vacation". I can't believe how bitter she came off to not only me but this guy that interrupted our conversation saying he needed help. She turned to him and says, "WELL, I'm with a customer and you'll just HAVE TO WAIT". My point being, this WHOLE thing could of been resolved, swiftly and promptly within a 20 minute spand if I was helped correctly. But Lee Ann couldn't be BOTHERED at her job, I just wanted to leave before I wasted my breath anymore. Sorry, I was an inconvenience and I will take my business where it's appreciated.
I'm not happy Micheal (the guy we bought our Note IIs from) was transferred to the Meadows Mall! I will make sure to deal strictly with him since he treated us well, never hid anything from us, told us everything we should of expected and then some. He went above & beyond our expectations. I liked that he basically held our hand through all the entire process, that's customer service.
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