Dealt with Kelli W. in this store last year after the CrossRoads store attempted to upgrade my and my husband's service and got everything so messed up I had to turn in my new phone and go without a phone for a period of time. Both stores decided to "upsell" a great screen protector telling my husband and myself that it was expensive but that was offset by the lifetime guarantee which offered free replacement. In fact because I had to turn in my phone when I went back to pick up my new phone Kelli W. did a "free" replacement right there in the store so I wouldn't be inconvenienced by having to go through filing a claim with the manufacturer, since this particular screen protector can't be taken off one phone and used on another. Well almost a year later my husbands phone has stopped working. I contact the manufacturer of the screen protector to get him a new one for his new phone and ta-da they don't do free replacement.
After calling for 30 minutes I get the manager of the store Robert on the phone who from minute one keeps telling me that Kelli W would never tell anyone wrong information and there's no record in my account that she ever did anything with a screen protector. All that was done under another employees' name.
Well, I have her card and I remember specifically asking to deal with her after turning my phone in and coming back when I could upgrade so I didn't have to keep repeating my ordeal. It's awesome that he defends his employee but that doesn't mean you be a jackass to your customers. These are the people who keep you in business. The only thing this guy had to do was step up and say "I'm sorry, I don't know what happened but I'll take care of it". It's not like I was asking for a free phone. So I just let him know that his bad customer service could easily be shared all over social media and by word of mouth. Guess that made him mad because then he was done talking.
That's fine though because now I'll be reporting him and Kelli W to AT&T corporate. From what big mouth manager said apparently Kelli W gets other employees to ring up the things she shouldn't be doing so she won't get caught and this guy is to dumb to catch on.