AT&T Authorized Retailer in Lake Sumter Landing Market Square - The Villages, Florida (hours, location)

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• Don Kimmel - Jun 23, 2022
  Rating: 5

  Courtney, Mia and Tyler are an awesome team. I am an old geezer whose AT&T landline went dead two days ago. I could not call out and folks could not call in. In fairness, I had received a new landline base about a year ago, but could never get it to work, so I put the new one back in the cupboard and stayed with the six year old base that worked fine... until two days ago. I saw there was no WiFi signal on the six year old base and suspected something about 3G/5G might be going on, and that the new base’s time might have arrived. I pulled the new base out of my cupboard and completely set it up. Its lights all flashed green and the WiFi connection was robust. I hooked up my house phone to it, but I still couldn't call in or out. Uh! Oh! I first took the instruction books to this AT&T store where I met Tyler. He said, "These landline bases usually just work out of the box and we don't ever have to deal with them." We went over the instructions together. Tyler said, “You’ve done everything right. How about if you go home and try it again? Call AT&T Customer Service if it doesn't work. If that doesn’t work, please come back and talk to me.” I went home and tried the phone again, but no luck. I tried Customer Service, but they were not strong on landline bases and did not have the advantage of being able to see the equipment, something that an AT&T store would be able to do. I plotted my strategy. I would take the new base and its instructions, my AT&T account number, a telephone, and a cell phone to the AT&T store, to give Tyler the maximum chance to make it work. This time I met Mia. I told her my tale of woe. She said with a big gulp, “Sir, we honestly don’t see many of these landline bases at all. They usually work very well right out of the box. Please let me catch Courtney’s eye when she finishes with her customer.” In a minute, Courtney came over, looked at the base, turned it on, then looked at it for a minute or two, and finally said firmly, “These things work really well and they are not all that complicated in an electronic sense. This one’s electronics work fine. Just on a hunch, I am going to switch out the SIMM in your non-working base for a new SIMM that I will personally program right now to have your landline number in its memory.” In another three minutes, she had installed the newly-programmed SIMM. The landline base was all lit up and flashing. She said, “Plug your phone into the base, check for a dial tone, and call your cell phone.” I answered, “And I imagine all three of us are going to bet the cell phone will ring, right?” I saw a couple smiling faces. Well, suffice to say that the cell phone rang and I said, “And you’re going to tell me that I just have to go home and hook up my house phone to this new landline base, with its new SIMM inside, and my house phone will work?” “That’s right,” she answered. I took the landline base home and plugged the house phone into it. Just like she said, everything is fine. The point of telling the whole story is that though this was not just a run-of-the-mill cell phone problem, these guys handled it like it was routine. Fifteen minutes and on my way! By some rare coincidence, the SIMM in my new 5G landline base was faulty. It never would have worked without my taking the equipment to the AT&T store and finding this team. It demanded logical problem-solving for which these guys had the background knowledge and training to fix. I remain, as ever, a satisfied AT&T customer, and a big fan of Courtney, Mia, and Tyler. Thank you, gang!