The telecommunication service providers are escalating their efforts as the competition intensifies, and each big carrier is trying to establish itself as the leader in the industry. T-Mobile has been bringing big changes to its in-store transactions by encouraging users to rely more on the T-Life app and reducing the need to depend on physical store visits. The constant push is not sitting well with customers, who seem frustrated and even plan to switch.
While T-Mobile users have been left dismayed by the transition, an AT&T customer shared a rather unusual experience with one of the representatives that was a clear invasion of privacy and has warned other users to remain vigilant.
AT&T representative seems to have crossed boundaries while helping a customer with resetting the phone
An AT&T user walked into a store to trade in an old phone but had an unpleasant experience with the store representative who helped reset the phone. The customer took the situation to Reddit to share the poor experience with users to make them aware of such activities. As per the post, the store was an authorized AT&T retailer, yet the store representative was in clear violation.
The incident is said to have taken place on March 12, when the customer visited the store to trade her old phone, and a sales representative offered to help her with the process. The customer asked the rep to check some account details on the AT&T app that she was not able to find, and he was given the phone to help with entering the password and resetting the device. The representative told the user that he was pulling up other needed details, but instead, he was accessing the user's Google app and posting a review for the store under her name.
An important aspect to highlight here is that the AT&T user was unaware of the access, and no consent was given. It was only through an email notification that the user got to know that a review was left. The user went on to express her feelings:
I had no idea this happened until later on when I got an email stating that my review was replied to. I have never been more angry/uncomfortable due to an associate at any store. The fact that he just went through my phone to post this review and in front of me is wild. I have deleted the review that he left and posted a new one of my own about this same story. This is unacceptable behavior.
The customer was infuriated over the breach of privacy, especially when she learned about the committed violation. The reviews were deleted, and the user wrote a new one that elaborated on her ill experience. The user then went on to complain to the manager and was assured that the employee would be penalized for such behavior. However, other Redditors shared similar experiences and even mentioned how the people in charge encouraged the unethical behavior.
AT&T is said to tie store commissions to positive customer reviews, which could possibly be the reason for representatives engaging in unethical practices in order to meet the target. Such employee behavior can tarnish a brand's image and should be handled cautiously to avoid losing credibility.
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