The last three times I walked into a Verizon store, I left feeling at least a little frustrated. While my issue was resolved in each instance, it was not resolved in what I would call a timely manner. The process of handling in-store customers just seemed so inefficient.
The first time, a number of years ago, I stood around looking like a schlub, because I didn’t know you had to check in with a representative and get on a list. On a busy Saturday evening that elongated my wait considerably. It was in a way my fault. In another way, why wasn’t there an employee directing me to the counter to get on the list?
The second time came this past October. I walked into the store with the express intent to purchase a new smartphone. Not a single salesperson came to help me. A few crowded by the door, looking at a laptop computer, content to neglect a customer with money to burn.
When someone did finally come to help, they ended up — you guessed it — putting me on a list. There I had to wait while other customers checked out and explained their problems to reps. Sigh.
That last time I went in for a very simple technical issue — one that I could have dealt with myself if not for fear of voiding my warranty. And yes, I was put on a list, despite seeing five employees standing around doing nothing and just two employees working the service counter. I walked out with a perfectly functioning phone, but a bitter taste in my mouth. Couldn’t someone else have helped?
Why tell these stories now? Because AT&T seems to understand this frustration. Today on their consumer blog they announced a new scheduling tool that enables customers to book their service appointments ahead of time. Just go to their website and book an appointment time. When you walk in the store at that time, they’ll be ready to help you.
The only question here is, why didn’t anyone think of this sooner?
No one wants to wait, especially when purchasing something. With AT&T’s appointment program, you can set up a time to purchase a new phone, add new services, or get service on your phone. There is no getting on a list when you walk into the store — you’re already on the list.
Just head to att.com/storeappointment and you can set one up for whenever they’re available. That way you won’t waste your time waiting on line, while employees bandy about the store with nothing better to do.
ATTN: Verizon. Get on this.
Via Phone Scoop.
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