 Thread Author
# 1
03-03-2011, 03:48 PM
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 | CrackBerry Abuser Device(s): Torch 9800 Carrier: AT&T Pin: KY and the Brain | | Location: San Fernando Valley, CA Join Date: Feb 2011 Posts: 109 Likes Received: 1
Thanked 4 Times in 4 Posts
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 Great Customer Service...Finally!
Many people have had that rare moment, whether on the phone or in a store, where, after countless horrible customer service experiences, they are helped greatly by that one company rep that gives them a glimmer of hope for future good customer service from your carrier. I've just experienced this for the first time in an AT&T corp. store, and had to post about it since I'm still in awe.
After picking up a Torch a week ago, and debating back and forth between that and an Android HTC, I thought I had decided on the Torch 100%, until I read some more about the HTC that caught my attention, and went down again to a corporate store 2 days ago to make an ultimate decision. Before this, I had been going to a different corp. store (where I first bought the Torch) a few times to play around with the HTC and Torch, and compare the two to make sure I'd made a good decision on my purchase. Everytime I asked questions about either phone, I got the well-known and all too usual "Well, I've never owned the phone, but..." and "Umm...let me go ask someone else about that"; or, you just get ignored entirely. This is the treatment I've gotten used to over the years at AT&T stores, so I end up just making a decision based solely on my own research (which usually serves me well anyways).
This time though, was different. I walked in and was not helped right away, so I figured I'd be ignored the rest of the time anyways so I went straight to the HTC and started testing out some of the features I had read up on a few hours before. That's until a female rep came up to me and asked if I'd been helped, and I said "No, but I just had a few questions about the HTC and Torch to make sure I made a good decision on the Torch"...Ladies and Gentlemen, that's where the tables were turned. The rep started off "well, having owned both devices...". I was floored. I asked "you owned both of these?" "Yes, I currently own the Torch, but I purchase every new phone that comes out because, well, I'm a phone junkie, and I also want to answer any questions that a customer has about any phone that we carry, it's good customer service". Did those words really just come out of her mouth??
After asking her over 20 questions, ranging from data questions to ones about specific features and issues, she answered each one without hesitation and in extensive detail, and was especially knowledgeable about all things Blackberry. She told me everything that I wanted to know, her personal experiences with Blackberries she's owned in the past and her current Torch, along with how it compared to all the other phones she's tried out, and told me outright that she's always returned to Blackberry, and each time she tests a new phone her backup is always a BB. That was all I needed to know to realize I had made the right decision with BB, and I thanked her profusely and sent an E-mail to her manager tell him how awesome my experience was thanks to her.
I apologize for the long post, but we definitely need more employees at AT&T just like her, who know what good customer service is and how to help people with whatever they need. That is what keeps a returning customer.
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