AT&T

I avoid the stores because usually, let’s face it, they’re a pain in the back side. But I’d ordered a GoPhone online and my SIM wouldn’t fit, plus I needed to swap my current phone to the hub’s phone number and get another line established. I went in last night 6÷8÷16 around 7:20 and was helped by a very nice young lady. I explained the juggling I needed to do and she was all not a problem. We were done in less than 30 minutes and everything works as it needs to.

Went to this store on Monday to confirm rates and plans with Sam, who was very helpful. Came back two days later with my husband to upgrade our AT&T next plan. Apparently (and unfortunately for us) it was Ivan’s turn for the next customer who walked through the door. From the moment he opened his mouth, it was clear he wasn’t interested in helping us at all. I don’t recall him even looking at us when he spoke. We got similar iPhone 6S Plus phones, but he never bothered to tell us which phone was which and we consequently personalized the incorrect phone with our thumb id, Apple ID’s and the rest while we were there and he had stepped away to do something else. When we realized what happened, he didn’t even offer to fix it for us, just told us to go home and sync the correct phone with our separate iTunes account and went back to looking at his own phone. Once home, we realized that he used my name on both phones. Be sure to ask for another rep (like Sam) if you’re unlucky enough to get Ivan at the door.

Buyer Beware!
This Cedar Park store manager and AT&T failed me when I most needed them. I purchased the AT&T International Plan through this store and it failed when I most needed it while traveling in Argentina a few weeks ago.
My family was desperately trying to reach me after my Mother fell, broke her neck and died in the US. My calling plan would not allow me to dial out after I received notification of her death via WhatsApp, a competitor.
For the next 24 hours until I landed in the US, my only avenues for communication were Facebook, Viber and WhatsApp. The paid AT&T International Plan simply did not work.
Today, I went to the store seeking an explanation and credit but instead I was passed from associate to associate trying to seek a resolution from the store manager seated only yards away.
Excuse after excuse was provided, including I had pushed the wrong data roaming setting, to crummy cell phone tower service not owned by AT&T in Buenos Aires as the culprit, to I had to pay for the service since it had limited usage and I was already three days into my 19 day international plan.
The manager never did speak to me in person and after more than an hour of patiently waiting, I ended up leaving in distress.
Buyer beware: AT&T does not stand behind this unreliable product yet charges you anyway. In addition, the Cedar Park Store Manager lacks compassion, sincerity and basic people skills. I was treated as an annoyance rather than a longtime customer.
Skip the AT&T International plan and use reliable platforms such as FaceBook, now with a calling feature, Viber or WhatsApp. They at least are there for you during your darkest hour.

Changing my review since this location was helpful. They had a line, but we got in after a short wait. Luis was helpful, he listened, and he was funny. Nice recommendations. We switched from Sprint to AT&T because of the functionality, coverage, and we got a good deal. Great discount through my work. The transition to my new phone was smooth.

Long wait followed by a not very friendly tatted up employee. She wouldn’t honor the plan I was offered on the phone. She actually acted like it wasn’t a real plan so I proceeded to call to get the plan I wanted. She then told me she knew about it but couldn’t sell it in the store. Last time I went to this store they added insurance without asking. I’d recommend calling ATT or going online.

I see the bad reviews but that was not my experience when I picked up a product ordered online. I understand all cell phone places have a wait time and AT&T is no exception.
I showed up around 4 on a Monday and noticed a lot of folks waiting. When speaking to the person checking people in she seemed very robotic and didn’t look up while speaking to me or answer my question in a straightforward manner. This is the reason I subtracted a star. She could show a little bit more enthusiasm to people walking in the door.
I opted to come back because like many other reviews address, you don’t want the kiddos waiting that long.
The next morning I returned at 9am. I was in and out within 15 minutes. It was painless.
My advice? Get there first thing in the morning or deal with a long wait.
The gentlemen who helped me was excellent and I will return to this location (but only in the early morning!)

My husband and I went in to upgrade his phone. we were helped by Manny. we had excellent service and he was super helpful. we’ve been with AT&T for over 10 years and this was the best service by far. thank u Manny for all ur help today getting my husbands phone upgraded and answering all our questions.

The worst customer service ever! The sales reps are pushy, they lie about getting you discounts that they say, and do not tell you about hidden fees or that your first bill WILL BE MORE THAN TWICE what you’re told! The manager there is absolutely no help either, she is rude and will not even try to help you with your issues. I tried to make a legitimate return well within the 14 days I was told I could and the tried to stick me with reducing fees that I was not told about nor was I given any papers stating that, not even a receipt! After being told by the blonde female manager that no one will help me including herself I told her I’d go through AT&T directly and she said with a attitude, «Good luck with that, they won’t help you either!» DO NOT GO TO THIS STORE FOR ANYTHING!!!

Sam is awesome! Had a unique problem with my previous phone. He was courteous, knowledgeable and humorous and nice to work with. Made the transition into my new phone swift and painless! Been with AT&T for 15 years and this was the best customer service experience yet. Thanks Sam!

We’ve been with AT&T for 6 years and always had a great experience whether it was with our service or in-​store with a rep upgrading to a new phone or adding a line UNTIL THE DREADFUL DAY WE MET AT&T REP, ALISA COLLARD. Oh yes, I am calling her out by name. That’s how pissed we are about how she totally lied to us and screwed us.
We had been grand-​fathered into an unlimited data plan for the past several years and were totally happy with what we had. We had 4 lines, 2 of which were smart phones which were insured, and we paid about $ 165 a month total including taxes and everything. It was amazing.
Well, we into the AT&T store because my husband wanted to get the Samsung Note 3. I had heard about some cell phone providers having programs where you could upgrade your phone much sooner than 2 years so I asked if AT&T had something simiar. She explained the Next program and how you could upgrade your phone every 12 months and pay $ 35 a month instead of paying for the phone up-​front. We decided to it for my husband since he seems to want a new phone every 6 months. Haha.
She then proceeded to tell us that the plan we are on, although it was unlimited data, was throttled once we hit a certain limit and that the newer plans were much better, faster and we would end up paying pretty much the same as what we were already paying. She carefully looked into our account and took out a piece of paper where she broke everything down for us giving us numbers that were very similar to what we were paying. How can this be, you ask? She explained that with the newer plans, our employee discount reaches even further making it possible to get a better plan paying about the same price. Pshhh, how could we not do it, right? We’d be idiots not to. I ask her several times, «are you sure we’re not going to paying way more than what we are with this new plan? I know they don’t offer these kinds of plans anymore so we don’t want to lose a great thing.» She assured me each time, showing me the piece paper she had written down those numbers on. Feeling a bit uneasy, we signed for the new plan.
I got my next bill and it was over $ 302. WTF!!! Ok… I know we have the pay an extra $ 35 a month for the Next program. That’s fine. And they always say the first bill on a new contact is slightly higher. This was much more than slightly higher, but I patiently waited for my next bill. $ 270! Over $ 100 more than what we were paying before. Oh hell no… this is totally unacceptable!
So we go into the store to talk to a manager. He tells us that there is nothing he can personally do. He can’t get us back on the plan we had before. He says customer service ‘might’ be able to do it, which means we will probably spend at least an hour on the phone calling customer service, being passed around from person to person only to find out they can’t put us back on that plan anymore because it doesn’t exist.
Alisa Collard totally screwed us. I hate to think that the reps here do whatever they can to get the last of us all out of our old unlimited plans and try to entice us with some B.S. they’re handing out, but after this experience, what else can I think? WE GOT SCREWED! Never thought I would want to leave AT&T until now. We are going to cancel all our cell phones, home phone and 2 internet accounts we have (1 here, 1 in CA) with AT&T as soon as we are out of any contract term. Hell, I may even just pay the early termination fee because I’m so pissed! I would give this place, specifically the rep who screwed us, Alisa Collard, 0 stars if I could.

I needed to replace my phone and since it was time to renew my contract I grabbed the family and took a trip to this store. I now know that this was a mistake. The initial experience was pleasant. I had my new phone and was getting it set up and then the manager stopped by and asked if we would like to move our iPads over to our AT&T bill instead of just the auto draft. I asked about any additional charges that would occur and was told there would be none, they would cancel our other auto draft and that we would receive a $ 100 credit per device on our next bill. I agreed, finished my business and left.
In a few weeks I received a bill for double the usual amount. We had charges and services I had not approved nor been informed about as well as not receiving the $ 200 credit on our bill. I called the 1−800# and found that the stores work on commission and they hear regularly that the stores don’t follow through with what they say. Also a week after that we realized that the auto draft for the iPad data plan had not been cancelled either. So I called the 1−800# again and it was taken care of without incident. From now on I will forget about going to the store and just call the 1−800#. Lesson learned.

This place looks nice and the employees are friendly and helpful but it’s a fah-​reaking nightmare.
They apparently know nothing about AT&T’s billing policies because three of us were set-​up with smartphones/​regular phones/​ipads on various plans (within a family shared plan) and the bills every month have been wrong. So we call AT&T and find out the set-​up was wrong or we were given misinformation. It’s happened for three months straight now I got set up with a phone line and data plan for iPad and the guy (Jorge, I believe) did pretty much everything wrong so I had to get on the phone with AT&T for a half an hour to fix it all. And we’re still mis-​billed monthly (as in, billed differently than what we were told at the store, the store being the incorrect source of info).
I’m starting to suspect they tell you what you need to hear at the store and figure once you’re all set up, you’re not their problem anymore.
Be very careful purchasing from here and maybe do your research before online or by calling AT&T. Otherwise, be prepared to get to know the customer service peeps on the phone very well… you’ll be chatting with them once a month.

I am 65 and just got my first smart phone. Michael Fedrid is the guy to see for the «age challenged». He was fantastic, set the whole thing up in minutes and worked with me until everything was complete. Love this guy!

I tried calling there multiple times to ask a question about my service. Not sure why they wouldn’t answer after trying for 30 minutes straight. So far not a good experience because the last thing I want to do is talk to corporate…

Dropped by there today and met with Allen Fambrough, one of the retail sales consultants. Allen is the Wiz! He took great care of me, established rapport, and made the entire experience an awesome one! Great work guys, keep it up!

The Black Plague invaded my cell. Alright, so the smartcard died. Everyone kept trying to tell me, Smartcards don’t go bad. So I tried the usual home remedies. Turn off phone, wait, and turn on. Nope! Remove smartcard and reseat it. Nope! Toss in commode, flush, when it floats back to top, retrieve and turn on. Nope! It wasn’t until I explaimed the SC closer did I realize it had the Cingular name on it. Yes, I kept moving the SC to each new phone for a long time.
So we rushed to the closest AT&T store to get a new Smartcard. As we walked in, we were greeted immediately and directed to an employee to assist us. It started off great. Yes, he can replace my Smartcard free of charge (Sorry, I forgot his name.). He took my cell and started to work on it.
While waiting my eye caught the iPhone, and I thought this could be the perfect opportunity to really upgrade from my Dumb phone. So I told him, I changed my mind and want an iPhone. He was tickled pink to help me with a commission based upgrade. He was friendly and joking with me during the whole process. Then it came time for him to move my numbers and data to the new phone. That’s when we waited, and waited, and waited. We eve left to store to buy cupcakes and came back. Still not ready.
The final tally is we waited for an hour and a half. So what would have been a 4 star experience, dropped to 3 stars.

Don’t bother calling this store because they NEVER answer the phone. After a morning of phone calls I was forced to drive to the store yesterday to see if my phone was delivered and low and behold there was an ATT team member just standing by the door doing nothing but greeting people. …And…They didn’t have my item. ANSWER THE PHONE.
Today, after calling a dozen times, I had to make another trip up there to see if my item was delivered. There was one customer in the entire place when I arrive and as I was being helped by a team member I called the store, while I was IN the store… and I could hear the phone ring and ring and ring. I brought this up to the team member and he gave me some BS about how they don’t answer the phone when they are with a customer. There were at least three other team members in the store and I was the only customer there. Can you believe that? He gave me his card and told me to not ever call the store but to call or text a sales person direct, that’s the only way to get through. What crap!
ANSWER THE PHONE!

1^st visit was great. She was super friendly, knowledgeable about the phones, and wasn’t pushy or driving me to a particular phone. The overall process and service was 5 stars.
Here’s where it gets a little complicated and where I would love to give 2 stars but because the 1^st visit and the call to customer care were 5 stars I had to come up with the overall average rating.
I felt good about my purchase for about 30 minutes when I wandered into Wally World to get household cleaning items and found the phone for $ 102 less than what I just paid. Huge difference. I wasn’t sure if they would help me or not but I was told I had up to 30 days to return the phone. An hour later — I’m back in the store — I ask them what I can do to return the phone and buy one at the other place. The guy took my phone and disappeared for about 5 minutes. I felt like was at a used car lot and they guy had to go talk to his «manager.»
I realize I didn’t go to various stores looking for the best deal, etc. but after being a customer for 12 years (AT&T, Cingular, AT&T) and never complaining or having issues I just wanted to a chance to save $ 100 and I felt it didn’t hurt to try.
He reappeared and said I could return the phone for a $ 35 restocking fee, I would still be charged the $ 18 activation/​upgrade fee, would have to pay the $ 18 again at Wally World, and they wouldn’t release my account to be upgraded for about 2 weeks. So I couldn’t even go to Walmart for two weeks… Really? *sigh* He made it clear they weren’t going to take the phone back without all the charges etc. and I should just keep the phone because it would cost the same amount to go through the refund process in the end. I asked for my phone and said I would be back in a minute.
So… I walked outside called 611 customer care, explained the issue, I even took ownership for not doing my due diligence in researching the costs at various retailers — I met the «oh golly, you betcha, oh dear» gal from somewhere up North and within 5 minutes she credited my account $ 113. She explained to me that the store could have done this for me and that I wouldn’t have been charged double $ 18 upgrade fees and because I was returning it on the same day within a couple of hours they shouldn’t have imposed the $ 35 restocking fee or put an upgrade hold on my account for two weeks. She kept apologizing over and over again for the way the store handled this.
I understand the **store policies** but I have an issue with his overall delivery of the message and customer experience. Especially after calling customer care and learning the truth.

This AT&T store has always been very helpful to me, and is usually well stocked and not too busy (not too long a wait).