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  • Dear Jason, I am writing this letter to praise one of your employees at your store. I have been with ATT for at least 11 years now and although cusomer service has been good in ATT store locations I am compelled to write you and inform you of the EXCELLENT customer service I received on two different occasions by Amanda. I do not know her last name. On December 3rd I thought that my phone had been stolen so I came in and purchased a new iPhone. A gentleman who was nice did help me out. Lo and behold I found my phone when I returned home. I immediately called your store back and informed the male representative that I had found my phone and I would be back immediately to return the new one. He informed me that there would be a restocking fee and I was taken aback by this. I don't have much money and to think I was going to get a restocking fee when I only had the phone for 30 minutes was depressing. When I entered the store the guy who originally helped me was busy. Amanda cheerfully asked me if she could help. I explained the situation and my disappointment that I may be facing the restock fee. She excused herself and went into the back room and came back and said she got approval to waive the fee! She spent about 30-40 minutes undoing everything and then sold me a new case for my phone. She was warm,professional and very competent. My horrible day was made so much better by her. On December 23rd I came in to price compare and possibly purchase your BYGO iPhones and iPad. I was lucky enough to have you help me initially and you offered me $200.00 off of the iPad as Best Buy was offering that. At this time I took the opportunity to let you know of my experience earlier in December and how outstanding the customer service was provided by Amanda. Amanda stepped in to take over as you were busy managing the store. She spent the next 3.2 hours with me helping me make the best decisions based on my account. She really researched to find the best way to serve me without breaking my bank. However, being the awesome sales person she is I left there with two sets of beats 2 headphones, an applewatch, a mini ipad, a regular iPad pro, an iphone 7 and an iphone 7plus, as well as a lifeproof case! Mind you I only went into the store to price compare and was not planning on making any purchases that day. Although I knew I was spending a lot of money I felt confidedt that I was getting the best possible cutomer service and that she cared enough to really take her time to take care of me and do the best with MY interests and heart. I could not believe how knowledgable she was about everything. She seems to thirve on knowing how to navigate through all issues and knows her products well. I Also wanted to point out that while she was helping me there was a gentleman waiting for her to assist him. He only wanted her to help him. He waited patiently and a long time for her because he knew he would get the best service from her! Well worth the wait. I am usually a person full of anxiety and suspicious of most customer service reps because I have been burned plenty of times by reps either being remiss or hasty and making mistakes or just flat out trying to sell me everything including things I don't need. I know that when I come in to see Amanda she is there to take care of my needs the best way that she can and professionally represent and maintain the high quality and integrity of ATT. Thank you for your commitment to provide Excellent top quality customer service in your store! I know that Amanda's success has a great deal to do with the person that manages and mentors her. I know that person is you. Sincerely, Mary
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