Is this bad customer service?

[bicker]

Really? You'd think they'd have the typical activation down to just a few mouse clicks given that this happens a "zillion" times a day.

Unfortunately, not. We were in the AT&T store for almost an hour and a half, for our last activation. It was literally mind-blowing, but the clerk wasn't slacking off, and didn't seem to make any errors.

I used to work in telecom provisioning, as a process assessor and quality manager, thirty years ago. It doesn't look like they've speeded up the process one bit. I suspect, rather, that they probably have, but there have been myriad new regulations imposed (such as number portability) that have added new time-consuming aspects. Beyond that we are talking about an activation being done by someone who is selling phones, not a provisioning technician for the phone company.

I think the trouble the OP encountered was with the trade in, not so much with the activation.

We didn't trade-in our phones. We did port our numbers from Verizon.

 

[declansdad]

Unfortunately, not. We were in the AT&T store for almost an hour and a half, for our last activation. It was literally mind-blowing, but the clerk wasn't slacking off, and didn't seem to make any errors.

I used to work in telecom provisioning, as a process assessor and quality manager, thirty years ago. It doesn't look like they've speeded up the process one bit. I suspect, rather, that they probably have, but there have been myriad new regulations imposed (such as number portability) that have added new time-consuming aspects. Beyond that we are talking about an activation being done by someone who is selling phones, not a provisioning technician for the phone company.

We didn't trade-in our phones. We did port our numbers from Verizon.

We have had many cellphones and activation doesn't take and hour and a half.

 

[sparks19]

I agree- he could have scheduled more people to work then, also, and one customer shouldn't be abandoned to go greet/work with another. My dad owns a local store and when all of the employees are already working with someone when a customer enters, one of the employees looks up and says to them "hi, we'll be with you as soon as we can" or something to that effect.

I agree. I've worked in customer service all of my working life and you don't LEAVE a current customer who is trying to check out and get out of the store for a new customer that just came in and isn't ready to check out. You look up and you say "Hello I'll be with you in one moment"

I think you overreacted, He trying to please everyone How would you feel if you came in and need something that would take 5 seconds and had to wait for a customer that needed something that took longer. If I'm in the postion I say go ahead mine wil take a little longer.

How would I feel? I would feel that I was the second person in line and someone was ahead of me. I might be a little annoyed that the transaction was taking a long time but I CERTAINLY wouldn't expect him to serve me first.

Besides the OP said she didn't mind the first two times when it was a quick transaction and they knew what they wanted but the third one was going to take a long time also. so the manager was abandoning one customer with a "difficult" transaction for another customer with an "undecided" transaction? so one long process for another? that's not right.

No place I ever worked would tolerate that. You DON'T abandon someone you are currently working with to tend to someone else. The only exception would be if one customer had a few questions and then was still trying to decide and another customer had a question... I would ASK the first customer if they minded if I answered this question while they were still deciding.

Bad customer service is my biggest pet peeve lol. You can't please everyone I understand but it's not hard to TRY to. that's why you look up and aknowledge the customer coming in and then finish the transaction with the first.

What if he had a whole line of people and then someone walked into the store? would he just leave the line waiting there to go and add another person to it?

 

[sparks19]

I don't view it as bad customer service. You stated that it was a complicated transaction and he tried assisting as many customers as he could. If I'm out for a meal at a restaurant, I don't expect to be the server's only customer.

No I wouldn't expect to be the servers only customer BUT I also wouldn't expect to NOT get my food until EVERYONE else and all new customers coming in have ordered their food.

sort of the same idea. This lady wasn't going to be able to check out until everyone else was served? including every new customer that kept coming in?

how long would you wait in line if you were the only customer IN line while the guy who WAS working on checking you out took off to help every other customer that came in? You just shouldn't ever be able to check out until closing time when no one else can come in? I don't get that lol

NOW if it was in the middle of activation and was going to take a few mintues while it "loaded" and we just had to wait that out then that's fine, he can serve everyone else but the manager apparently said "your transaction is more complicated and takes a long time" so it doesn't sound to me like he was just waiting out the waiting process.

When I worked at Burger King as a teen I couldn't skip over a family of 5 in line ready to order for a single party behind them. I serve them in the order they come in not by size of the order.

 

[Cinderella94]

We have had many cellphones and activation doesn't take and hour and a half.

Agreed. When my dad went out to upgrade 3 of us to the iPhone, it certainly did not take 4.5 hours, or even and hour and a half.

 

[bicker]

We have had many cellphones and activation doesn't take and hour and a half.

It did for us. Both this past Fall and three years ago. It's simply how long it takes at places like that, around here.

 

[undertheradar]

No I wouldn't expect to be the servers only customer BUT I also wouldn't expect to NOT get my food until EVERYONE else and all new customers coming in have ordered their food.

sort of the same idea. This lady wasn't going to be able to check out until everyone else was served? including every new customer that kept coming in?

how long would you wait in line if you were the only customer IN line while the guy who WAS working on checking you out took off to help every other customer that came in? You just shouldn't ever be able to check out until closing time when no one else can come in? I don't get that lol

NOW if it was in the middle of activation and was going to take a few mintues while it "loaded" and we just had to wait that out then that's fine, he can serve everyone else but the manager apparently said "your transaction is more complicated and takes a long time" so it doesn't sound to me like he was just waiting out the waiting process.

When I worked at Burger King as a teen I couldn't skip over a family of 5 in line ready to order for a single party behind them. I serve them in the order they come in not by size of the order.

The point is that activating a phone takes as long as it does. The OP never clarified if there was anything else involved besides the trade-in. I purchase my phones via the provider website and I still have to activate each individual phone after it arrives. By doing this, I have already chosen my plan, any data plans, any insurances and my numbers. Doing so in store would take some time.

 

[kaytieeldr]

Wouldn't have been an issue if the manager simply told the OP what he was doing and explained why. To simply leave one customer to serve others without explanation is bad customer service.

We don't know that he didn't. I haven't gone back and reread the thread, but remember - not only do we have just the OP's "side", but we have just the information she chose to share.

It's much more likely that whoever was assisting her both let her know the process would take (or was taking) some time and that/when he would be stepping away to help new customers, than that he told her nothing and simply walked away each time.

 

[kaytieeldr]

It did for us. Both this past Fall and three years ago. It's simply how long it takes at places like that, around here.

And we're relatively intelligent around here. We have some of the best colleges, universities, and brains in the country. Before anyone tries to go 'there'

 

[sparks19]

We don't know that he didn't. I haven't gone back and reread the thread, but remember - not only do we have just the OP's "side", but we have just the information she chose to share.

It's much more likely that whoever was assisting her both let her know the process would take (or was taking) some time and that/when he would be stepping away to help new customers, than that he told her nothing and simply walked away each time.

Well the OP states in their first post that she had to ask him why he kept leaving... So that leads me to believe he didnt give her an explanation when he went to serve others.

 

[declansdad]

Well the OP states in their first post that she had to ask him why he kept leaving... So that leads me to believe he didnt give her an explanation when he went to serve others.

Bingo!

And bicker, maybe you should try another store that understands how to activate a cell phone.

 

[undertheradar]

I was in a radio shack earlier this evening buying a new cell phone. I was taking advantage of a special promotion where you trade in an old phone and get $50 towards the new phone. Because of this trade-in, it wasn't the simplest of transactions and it was taking the salesman (who happened to be the manager) a long time completing the purchase. Here's my issue: Every time a new customer would enter the store, he would stop what he was doing with me and help them. I was okay with this for the first two people (who knew what they needed to buy), but then a third person came in and once again he left what he was doing with me to help her, and this one took a while. I got angry and asked why he keeps interrupting my purchase to attend to customers that are coming in after me, and he said something to the effect of "well yours is a little complicated and takes a while and I'm trying to handle everyone as quickly as possible". After that I got angry and just left the store.

Is this the right way for a salesperson to handle customers? Maybe it is, I don't really know. My thinking is, it's THEIR promotion so it's THEIR fault they don't have a faster way to do the transaction, and that he should not keep prolonging the purchase time by helping other customers when I've been waiting there a lot longer.

I'm reading this and I don't see where it says the manager "just walked away."
It looks as if he tried to help as many customers as he could, while still taking care of the OP.

 

[bicker]

And we're relatively intelligent around here. We have some of the best colleges, universities, and brains in the country. Before anyone tries to go 'there'

Yup, it's definitely not a matter of brains. It is a matter of systems, business relationships, and profit-and-expense.

And bicker, maybe you should try another store that understands how to activate a cell phone.

Three years ago it was Radio Shack. This time it was an AT&T store. It doesn't matter. If you walk into a a store and expect to walk out with activated cell phones, then expect a long wait.

 

[declansdad]

Yup, it's definitely not a matter of brains. It is a matter of systems, business relationships, and profit-and-expense.

Three years ago it was Radio Shack. This time it was an AT&T store. It doesn't matter. If you walk into a a store and expect to walk out with activated cell phones, then expect a long wait.

Guess it is just where you live then, doesn't take that long around here.

 

[ols386]

I was in a radio shack earlier this evening buying a new cell phone. I was taking advantage of a special promotion where you trade in an old phone and get $50 towards the new phone. Because of this trade-in, it wasn't the simplest of transactions and it was taking the salesman (who happened to be the manager) a long time completing the purchase. Here's my issue: Every time a new customer would enter the store, he would stop what he was doing with me and help them. I was okay with this for the first two people (who knew what they needed to buy), but then a third person came in and once again he left what he was doing with me to help her, and this one took a while. I got angry and asked why he keeps interrupting my purchase to attend to customers that are coming in after me, and he said something to the effect of "well yours is a little complicated and takes a while and I'm trying to handle everyone as quickly as possible". After that I got angry and just left the store.

Is this the right way for a salesperson to handle customers? Maybe it is, I don't really know. My thinking is, it's THEIR promotion so it's THEIR fault they don't have a faster way to do the transaction, and that he should not keep prolonging the purchase time by helping other customers when I've been waiting there a lot longer.

The op is basically saying that the manager 'just walked away'. That's how I interpret this statement.

 

[sparks19]

I was in a radio shack earlier this evening buying a new cell phone. I was taking advantage of a special promotion where you trade in an old phone and get $50 towards the new phone. Because of this trade-in, it wasn't the simplest of transactions and it was taking the salesman (who happened to be the manager) a long time completing the purchase. Here's my issue: Every time a new customer would enter the store, he would stop what he was doing with me and help them. I was okay with this for the first two people (who knew what they needed to buy), but then a third person came in and once again he left what he was doing with me to help her, and this one took a while. I got angry and asked why he keeps interrupting my purchase to attend to customers that are coming in after me, and he said something to the effect of "well yours is a little complicated and takes a while and I'm trying to handle everyone as quickly as possible". After that I got angry and just left the store.

.

that seems pretty clear that he didn't give much of an explanation. I know I don't tend to ask questions if someone has already given me the answer to the question. so if he told her why he kept leaving... she wouldn't have asked him why he kept leaving. no???

Guess it is just where you live then, doesn't take that long around here.

same here. We got a brand new service with AT&T with brand new phones for both hubby and I. To get them activated took but a few minutes. guess we are just lucky that where we are located it's not an all day affair just to get a phone activated.

I wonder how long the OP was supposed to stand there and wait for her transaction to be complete? Just because hers takes a while doesn't mean she should just be ignored until customers stop entering the store. what if there is just a steady stream of customers? should she just stand and wait at the counter for 2 hours and wait for everyone else to be served because her's takes longer? Stores should be equipped to handle activations without the store having to be clear of customers. I understand he could have been short staffed. However, quick eye contact with the customer entering the store and a "Hi there, I will be with you as soon as I get this customer checked out". THAT is how you handle working alone with more than one customer. it's not rocket science lol. I've done it many times. If I had left a current customer to take care of a new one I would have gotten a meeting with the manager telling me that's not how you do business.

 

[HonestAbe]

My wife and I walked out of an auto parts store just the other day for a similar situation. We were in line, there was one customer at the counter in front of us, phone rings, employee answers it then talks with the guy on the phone for about 4 mins before I lost my cool. Wife puts the product on a table behind us and I say "you need to help the person in front of you with money in hand before you help the person on the phone with no money" then we walked out.

You always help the customer in front of you. Its one thing if you at the counter and filling out lengthy forms and he's efficient and helps the next customer in line...its another if you are directly interfacing and he stops helping you to help someone else. I would have walked after I told him where to put his new phone.

 

[bicker]

We got a brand new service with AT&T with brand new phones for both hubby and I.

Brand new activations definitely go quicker. All they need to do is a credit check, and that's pretty quick these days. New activations don't require porting numbers, either from different carriers to the new carrier, nor from one SIM to another. They may even have a number of SIMs pre-provisioned for new activations; perhaps all those in stock are, and so part of a port involves deprovisioning and then reprovisioning. It's been a while since I've been in the business so I'm not sure.

I wonder how long the OP was supposed to stand there and wait for her transaction to be complete?

I think the best approach would be to have folks fill out forms and such, and wait for the phones to be delivered by mail. The problem is that consumers don't reward sellers for that sort of thing. They punish them. Consumers want things now. It's why car dealers work so hard to get you to buy the cars that they can sell you right now and you can drive away with. The impulse buy is much more lucrative than the considered purchase.

 

[ols386]

Brand new activations definitely go quicker. All they need to do is a credit check, and that's pretty quick these days. New activations don't require porting numbers, either from different carriers to the new carrier, nor from one SIM to another. They may even have a number of SIMs pre-provisioned for new activations; perhaps all those in stock are, and so part of a port involves deprovisioning and then reprovisioning. It's been a while since I've been in the business so I'm not sure.

I think the best approach would be to have folks fill out forms and such, and wait for the phones to be delivered by mail. The problem is that consumers don't reward sellers for that sort of thing. They punish them. Consumers want things now. It's why car dealers work so hard to get you to buy the cars that they can sell you right now and you can drive away with. The impulse buy is much more lucrative than the considered purchase.

We recently added two cell phones to our account, and we filled out the paperwork in the store, and the phones were sent by mail a few days later.

 

[kaytieeldr]

that seems pretty clear that he didn't give much of an explanation. I know I don't tend to ask questions if someone has already given me the answer to the question. so if he told her why he kept leaving... she wouldn't have asked him why he kept leaving. no???



same here. We got a brand new service with AT&T with brand new phones for both hubby and I. To get them activated took but a few minutes. guess we are just lucky that where we are located it's not an all day affair just to get a phone activated.

I wonder how long the OP was supposed to stand there and wait for her transaction to be complete? Just because hers takes a while doesn't mean she should just be ignored until customers stop entering the store. what if there is just a steady stream of customers? should she just stand and wait at the counter for 2 hours and wait for everyone else to be served because her's takes longer? Stores should be equipped to handle activations without the store having to be clear of customers. I understand he could have been short staffed. However, quick eye contact with the customer entering the store and a "Hi there, I will be with you as soon as I get this customer checked out". THAT is how you handle working alone with more than one customer. it's not rocket science lol. I've done it many times. If I had left a current customer to take care of a new one I would have gotten a meeting with the manager telling me that's not how you do business.

Conversely, where one customer's transaction was taking an extraordinary length of time to complete, does it really make sense to allow two hours' worth of customers to build up in - or worse, walk out of - the store? Was all the time spent on that first customer active, or was some of it spent waiting for computer or human response? That's q genuine question; I'm a happy TracFone customer

If the manager could step away without stopping live work in the activation then yes, it makes perfect sense that he assist as many customers as possible. Speaking of which, if you read the original post, she was being helped BY the manager. Nobody for him to reprimand. Critics should try operating a retail store single-handedly.