The AT&T Store Staff Experience

I like these guys! Been into three or four stores in the last couple of months. Last night, I stopped in one of their stores in North Topeka, Kansas. I was trying to figure out if I could get my daughter a new iPhone for Christmas. The problem, of course, is that the contract on her old phone is not due for an upgrade yet…in November 2035, she'll be ready for the upgrade. Geez, long time.

After figuring out that I couldn't upgrade her phone until sometime in the next century, my AT&T representative worked every angle and every possible trick in the book to see how I could get her that phone. Add another line (I have four already), transfer numbers, do this, do that, and for an extra $10 a month for 8 months, I could do it. I'm thinking about it.

So…two things:

  1. You gotta love the effort! Really. Makes me proud of customer-facing staff all over the world who are being forced to jump through astonishingly complex corporate hoops to try and please their customers. Sorry it sucks to be you, AT&T staff, but I sincerely appreciate your effort.
  2. In the course of our conversation, he asked if I had had my phone and data plan repriced. I told him yes, that I had it repriced a couple of months ago, so I thought I was fine. He laughed and said, "Oh, no. We get new pricing plans every month. You need to check every month to get the best possible deals."

Did you know that? I didn't.

Makes me feel, um, duped, a telecom loser, like a text-happy slacker for not checking my plan. Seems wrong at some level because I've been a loyal customer with AT&T for 25+ years. I'm generally a fan. But now, I'm wondering if I've been paying way too much for way too long.

Love those AT&T guys, realize that they're working in a large tub of corporate molasses and re-check what you're paying! If you find yourself saving some money, just send a little my way so I can get my daughter her new phone.