Where to begin….
This company has so many issues. Starting with no one seems to care. Our customer service is a massive problem. The authorized retail stores are a problem and commit more fraud than I’ve seen in my decade plus long career here. Our retail support through *AID, the people that are supposed to help store reps, pass you around and more often then not do not fix the problem. All this while you are short staffed and the *AID people pass you around for an hour while there are customers in your store looking at you like they are gonna ki-l you when they get to you. This from the company that cares about customer experience and rates us on CSAT. At times we miss out on actual sales because people leave. Upper management has NO CLUE. The ARSM and DOS positions sit at home as they micro manage every manager, asst manager, who then in turn micro manage their reps. Making everyone miserable.
They do “coaching” not because they help. They do them because the ARSM and DOS need to justify their positions. One of those 2 positions should be cut out nationwide. The amount of money it would save the company would not only be staggering, but would allow to higher some more reps for your short staffed stores. In turn the company would still save a massive amount on payroll.
Let’s talk about authorized retailers. Fraud, fraud, and more fraud. Daily we receive customers from the stores around us with added lines, added features, and bad customer experiences. These authorized dealers will sell new accounts and have the customers come to our store for activation. We send them right back over. It’s a bad customer experience, but reps at a COR store are not activating someone else’s sale. Especially when it happens constantly. These dealers only care about the sale and don’t even want to help their customers activate! They got the new sale so see ya. AT&T does nothing to these authorized dealers. It amazes me how much AT&T doesn’t care about their name just being badly tarnished. Although they did a good job of that themselves with the TMobile debacle, the Directv debacle, the Time Warner debacle, and the companies all around unprofessionalism.
I realize COR stores have there issues too. Bad reps used to be able to be weeded out. These authorized dealers face no punishment. In turn AT&T has turned into a joke. We are unprofessional in turn and have a poor standing with the consumer base. Dummies run this ship and it’s only a matter of time before it truly sinks.