AT&T

Stop what you are doing. Don’t buy a phone here. Take a moment and read this story about my scary experience at this store, which actually has a happy ending (but not because of this store).
I went to this store to purchase 2 new iPhones for us. We knew what we wanted but had to combine 2 accounts, etc. I’ve been an AT&T customer for a long, long time, so I thought I would be treated well. My representative, Juan Rosales, was very busy texting people on his phone and trying to sell us iPad’s. He was much more interested in texting on his phone then making sure all our needs were met. But we wanted new phones and we wanted the ‘buy 1 iphone get the 2^nd free’ promotion that was ending that night (or so we were told, who knows if that was just a ploy). Anyhow, we purchase, we leave. Juan gives us his card and says if we have any questions or problems to stop in. Off we go.
In less than a week one of the shiny, brand, new phones refuses to turn on, or just has blinky white lights and shuts off. Obviously something was wrong with this phone. We returned to the store to see our buddy Juan, who as I’m sure you guessed was sitting and on his personal phone in the corner. He looked up, saw us and went back to whatever he was doing on his phone. He doesn’t come over to us to offer help but a friendly female rep does. She isn’t sure how to help us so she gets the manager. (By the way the manager has really scary teeth… the kind that you keep looking at because you are so confused as to how they got so bad, or what happened in there… you want to look away but you can’t…I think it looked like if you peeled a baseball and saw that inner core… how do teeth get like this? I was like a deer in headlights… I couldn’t look away!!) Sorry, I digress… He tells us that he can’t help us, and that we should drive about 45 – 60 minutes to our nearest Apple store.
We look at each other… I speak up and say… but the phone is less than 14 days old and its defective. The manager insists he can not help us, and turns us away. So there we are wondering what the heck happened. I can’t help but wonder if I could have offered him some oral health advice… We ultimately go to Apple that weekend, get the phone swapped out. Apple has immaculate customer service and once again we feel loved and excited to have new iPhones. The apple rep DID comment that the AT&T store (and manager) should have helped instead of passing the buck.
Fast forward a month… we get our first bill. It’s oddly MUCH higher than what our pal Juan Rosales, the chronic texter, told us it would be. It also doesn’t match the figures he wrote down to help us understand what our first bill would be. It’s not even CLOSE… like $ 120 bucks more. I decide not to drive to the store and watch Juan text, or look at the managers teeth while he explains he can’t help us.
I call AT&T directly. I brace myself for more bad customer service… and then something amazing happens… I get a rep named Rhonda, and Rhonda is fantastic… like Apple or Amazon customer service fantastic. She explains that when Juan «the texter» Rosales combined our accounts, he didn’t do it correctly. He was supposed to waive activation fees and transfer fees because that’s what AT&T does for customers that have had AT&T for over 20 years. But Juan was too busy texting to care about providing good customer service.
Rhonda, though, excelled at customer service and went through our whole bill with us. She removed the miscellaneous charges for «mobile protection pack», which we did not agree to. We DID agree to the Mobile insurance, but this was something different and unnecessary. So Rhonda fixed our bill, apologized for the store not doing their job or explaining anything. She reversed the activation fees, transfer fees and bs charges we didn’t agree to. She was fantastic. She was like a bright star of customer service shining in a black sky that is customer service as we know it… gleaming and giving us hope! I guess AT&T is working on their customer service skills.
In any case, we learned that we can upgrade effortlessly over the phone with AT&T. We will only be going into an AT&T store to try the phones from now on, and to offer scowls to Juan Rosales as he texts on his phone instead of helping customers. We will be purchasing our phones directly through AT&T so we don’t go through billing drama. Rhonda told us we could go INTO the store, hold the phone we want, CALL AT&T and actually have them purchase the phone in the store for us, and we walk away without the store getting commission for sales they don’t deserve.

We have ATT as our cell service, and every single time we go, we always wait for Mark to be free because he will always make the «situation» right! Everyone that works there are amazing! We’ve been with ATT for years, Mark sold us our very first cellphone and we still is our go to guy for any problem or issue!

I have been with AT&T since it was AT&T then Cingular then back to AT&T. The customer service in all the Frederick stores is beyond real. I have been trying to get in touch with a rep to ask one question for the past two days. Both the Urbana and West Patrick Street locations are too busy for quick in and out customers and I am probably going to take my and my company’s business where it is appreciated.
It is sad — really really bad in store service.

My husband I and I just got married and we are both on family plans. I’m with Verizon and he is with at&t already. Went looked into getting our own plan together at Verizon, sprint, and now AT&T. We were helped by a lovely sales associate named Daniel. He made the experience of going to the phone store actually pleasant. He was funny, nice, and super down to earth. My husband and I truly appreciate his hospitality while we were in the store. Surprisingly good experience!

I hate AT&T. This phone company is fake, phony and are only working to take your money. I paid my bill at a kiosk which never went thru. I paid with phone upgrade gift cards; when I told them they were thrown away they told me there is nothing they can do. The fat obnoxious manager sat on her ass and did not look up the account in any way. All that I was told is there is nothing they can do. The service and empathy is terrible. They do not know how to deal with people and special cases such as a lost card. I will not shop there ever and they will never get another of my upgrades. When I expressed that they just got my phone for free they attempted to flick me over to some third party company, again stating that they do not know what they could do either. I am very frustrated with the staff and especially the female manager that wears wayyyy to much makeup

Amazing SALES staff, unfortunately, there is no customer service personell. English becomes a dead language, unless you are paying for something.
Four months ago, my fiancé took a two week trip to Italy. In preparation for this trip, she upgraded her plan to the international plan. (took only minutes)
Upon her return, she requested, in person to change back to her original plan. It seems that this may be too difficult for them to ever accomplish. We were told for each of the last three months that it had been done.
My contract will expire soon. I guess it costs less to dupe new customers than, to keep any of the old ones.