P.O box 180
Honolulu, Hi, 96782
December 3, 2014
1160 Kuala Street
Suite 208
Pearl City, HI 96782
Suite 208
Pearl City, HI 96782
Dear AT&T Administration,
My family and I have been satisfied customers of AT&T for many years now. Your great network connections, on-phone customer services and variety selection of phones have kept us proud customers and gave no reason for us to switch carriers for the past 10 years.
However, with the new system you folks have created, we were for the first time, quite unsatisfied. Just this past week, my family and I went in to get upgrades and change our data plans. We were planning on making a quick run to AT&T and continuing on with the things we needed to do that night. We decided to do a walk-in and when we got there, we were put on the waiting list and were notified that it would take about 20-30 minutes for an open appointment. We were very understanding with the wait because we knew that like any other place, there is a line. We ended up waiting for over an hour and as we were waiting, we realized that there were about 2-3 families who got helped before us, even though we were waiting for quite some time. After waiting for over an hour, we were called in by one of the sales associates. When we brought the issue up with him, he said that those families were allowed to walk in and be helped immediately because they had already scheduled an appointment beforehand. I understand that it is an option to schedule an appointment before coming down to the store but I feel that after a certain amount of time, it would be best to take in customers who are on the waiting list and consider their needs instead of waiting for the people who set up their appointment, to even come to the store.
In addition, there were a few workers on the computers, while we were waiting to be helped. Those workers weren't helping any customers at the time and I'm sure that they were doing work but I feel that its not a good display to customers because it leaves a wondering thought about why those extra workers aren't helping serve other people.
Through this all, our sales associate was very polite and pleasant. He sympathized with our disappointment and apologized for the long wait. He also excellently helped us with our cellphones as well. With all respect to those who do schedule appointments, I do not think that people who are late to appointments should be helped before customers who are already there and waiting.
I have no objection to your policies of how to handle appointments and customers but feel that you should do a better job of taking care of them and of accurately informing them of the way things are ran; preventing the confusion and un-satisfaction of customers.
Sincerely,
Elizabeth Quillopo
In addition, there were a few workers on the computers, while we were waiting to be helped. Those workers weren't helping any customers at the time and I'm sure that they were doing work but I feel that its not a good display to customers because it leaves a wondering thought about why those extra workers aren't helping serve other people.
Through this all, our sales associate was very polite and pleasant. He sympathized with our disappointment and apologized for the long wait. He also excellently helped us with our cellphones as well. With all respect to those who do schedule appointments, I do not think that people who are late to appointments should be helped before customers who are already there and waiting.
I have no objection to your policies of how to handle appointments and customers but feel that you should do a better job of taking care of them and of accurately informing them of the way things are ran; preventing the confusion and un-satisfaction of customers.
Sincerely,
Elizabeth Quillopo
