AT&T

I spoke with the Manger Israel and a sales associate by the name of Enrique today and they were both equally of no help. In fact Enrique hung up on me due to his lack of knowledge in regards to AT&T’S partner PLENTI. After being on the customer service LINE for over an hour and still not getting my answers in regards to PLENTI. I assumed that the store where we purchased the phones could at least be as friendly and helpful as the day we purchased the phones could have some answers, WRONG! He basically told me to call plenti and I told him I’ve already spent over an hour just to get simple questions answered. He then just read the info. I can see myself on the website. Waisted time with this carrier deff. will look into another carrier in the future.

If I could give this HORRIBLE store a negative stars I would. My boyfriend went in just yesterday to take care of some pretty simple things. At least that’s what we thought. We were on a month to month plan because our contract had ended about a month or so ago. He wanted to cancel one line and upgrade my phone. He spent 3 HOURS in the store because nobody had a clue what they were doing! The store manager Steven was rude, unprofessional, and a complete joke. 2 hours into the process, my boyfriend its getting to his boiling point. Expresses that the whole process shouldn’t take this long at all and Steven looks at him and says, «well do you still want the phone or not?» SERIOUSLY?!? Where is the customer service? Where is the passion to make sure that the customer walks out happy? We BOTH work with clients all day and know how to provide service. Someone really should go into this store and retrain everyone. Then the assistant manager comes in for her shift. She gets involved. Now he has the manager and assistant manager trying to activate my phone. Then there was a sales associate involved as well who was using an Ipad to communicate with customer service. Well that took forever. The assistant manager and associate step away and said something about how they can’t have the store dinged and blah blah blah. I’m sorry, but i thought happy customers were priority. Not your store getting dinged. Then they come back and were talking in circles. They were ridiculous. The associate goes back to the ipad again and my boyfriend asks why doesn’t she just call customer service since it would be much faster. She told him no this is how we are supposed to take care of it. Then 20 minutes later, she tells him she has to call them anyways to solve the problem! WE WILL NEVER GO BACK to this location. I will drive my happy butt somewhere else rather than deal with people who are rude and poorly trained. Don’t worry, regional manager and corporate will be hearing from us as well.

Showed up to pick up a phone I’d ordered online and had received an e-​mail saying it had arrived. Had to wait 40+ minutes while they fumbled around trying to find it, at one point saying it wasn’t there. Clearly, their business model is to get you to browse around while you wait so you can buy a few extra highly-​priced accessories. I’d recommend an Apple Store before going to an AT&T store any day. Learned my lesson.

I am very upset!!! I went into this store on June 25^th to trade in my phone. on September 22^nd I received the phone back and a letter stating that «i sent the phone late» therefore, they could not take it and I had to pay $ 200 for the upgraded phone. We are talking 3 months since I trade in the phone. the store manager was insisting that we sent the phone late, but I trade the phone in their store, so they are the ones who sent the phone – not me… he said he had to investigate and that he will contact me back. he never did, so I called him. He stated the «investigation» was still going. investigation for what??? He never returned my phone calls, so today I call the district manager, hopefully he can resolve this issue before I take it to the regional manager’s attention.

Yesterday I had a serious issue I thought with my phone however it was simple, because Chris there was super knowledgeable and very nice the problem was resolved many thanks.

The store manager is very helpful and courteous. I went in with a difficult billing concern and she worked with me to get a great outcome.

EXCEPTIONAL Customer Service! QUICK, Friendly, Knowledge & Professional! Ask for «Octavio»! :-)

What a bunch of ass holes!!! My two year old niece had an accident and we asked if she could use their bathroom. The response… «It’s employee only» I told them that my niece had just peed her pants and still had to go to the bathroom and they insisted that it was still ONLY FOR EMPLOYEES. Well needless to say I was out of there pretty fast and I will never go back. Who does that to a TWO YEAR OLD???

The staff at this store have excellent customer service skills. We were greeted as soon as we entered the store and only had a short wait until we were assisted. Adrian was very knowledgeable and efficient in guiding us through a more affordable plan to meet our needs. We left very happy about staying with ATT.
The employees at The Sprint Store in Gilroy need to take some lessons from the staff at ATT. You guys are oblivious!

Awesome customer service deserves recognition! Went in to get a screen protector for my new phone since my local store didn’t have what I wanted in stock. Door was opened for me and I was helped right away. They got the product and put it on for me taking extra time to clean my phone and make sure it was on perfectly (no air bubbles yay!!). Also helped transfer some photos that for some reason the Hollister store couldn’t. He was patient with my questions and showed me some features on my phone that I didn’t know about. All in all a very positive experience. Sure they get busy sometimes but knowing this I plan my visits accordingly. Well done AT&T. Oh and he opened the door for me on my way out.

So I’ve been a loyal AT&T customer for many years and still love AT&T as a carrier but have serious issues with sales staff at Gilroy store. When I upgraded to 5S they were helpful but offered me a tempered glass screen protector. I purchased it because I was told it had s lifetime warranty and that replacement would be handled in the store. Only to find out that I have to mail back screen protector and wait for replacement. Only reason I bought it was for convenience of in store replacement. Teach your employees to be honest and don’t just make up stories to get a sale.

My phone is not working right so i decided to go to at&t to see if they knew what was wrong. I was very displeased with my experience at this store. The lady who «helped me» acted like it was an inconvenience. She was only interested in selling me a new phone despite the fact i had told her from the start i was not interested in because I was going to wait for the newest iPhone in 1 week. When I asked her if she could at least look at my phone to try and solve the problem she said she needed to ask someone else, so she walks in the back… comes out a minute later with no solution, but to buy a phone. I understand they don’t know everything, but at least try to help or have someone else who knows what they’re doing help. in order to see what is wrong with the phone you have to look at it no? My contract is up and i might just have to switch to verizon…

The staff is very friendly and attentive. A staff member rushed to the door to hold it open for me, as he saw me approach, pushing my baby in the stroller. Same upon exit — someone was there, ready, with the door open, as I headed back out.
If you forget to pay your bill online in advance, they have a kiosk at this location to pay last minute. It wasn’t too busy, and they were helpful, ready to answer any questions that I had.
I’ve only been in a few times — always a positive experience. I think I have had to wait at the kiosk in the past… Which can get frustrating, if you’re in a rush ;) Minor.

Seriously worst customer service ever! Every single time i walk in there employees ignore me. They put me on a so called waiting list oh but they sure keep you waiting especially if you come in with your 1 year old daughter. Anyway their employees need to be retained I absolutely hate having to come to this one. I live in Morgan hill. Much rather drive to the AT&T in San Jose off blossom hill.

Horrible customer service! Went in to add a line and there was two employees doing nothing, they didn’t greet me or acknowledge I was there at all. I walked out with out a purchase. I hope they don’t get paid on commission.

My experiences at the ATT store in Gilroy all seem to be the same — memorable in the sense that I remember the pain of waiting and flip attitudes. So with much ambivalence I gritted my teeth before I went to get my new Samsung Note 3 transferred and operational (which I ordered from ATT over the phone). Why would I go back you ask? Because it was the closest store and I was hoping my bad experience was a fluke.
As usual, there is a long wait. Once someone finally acknowledges me it’s a gentleman who asks me about my needs and then proceeds to tell me they can hook up the phone but can’t help me with some other (and I find out later) really minor issues «because they aren’t trained». This is all AFTER he trys to sell me a $ 45 dollar screen protector. In my initial shock at the price I turn him down cold with — «No thanks I’ll check Amazon.» His name is DAREN LIAO — the MANAGER OF THE STORE!!! Really? When I’ve gone to other stores and worked with other customer service rep’s my requests have always been gladly handled so I was perplexed by this attitude. Little did I know it would only get worse and why.
So after much waiting, I happily get my rep who I quickly realize is surly, passive aggressive, condescending and totally unhelpful (let’s be clear — he resents having to wait on customers). His name is JOSE M MERCADO, the ASSISTANT MANAGER!!! He trys to sell me everything under the sun when all I want is to get this phone operational (after all I did buy it from ATT). However, with this second experience I am now starting to «get it». I’M BEING TREATED AS A SECOND CLASS CITIZEN BECAUSE I DIDN’T BUY THE PHONE FROM THEM AND I’M NOT BUYING ANYTHING ELSE!!!
As this so called «manager» resenting being a customer service rep continues to be condescending to me I realize I’m getting nowhere. Add to that I don’t have my google password, so I decide to go home, get the password and come back hoping beyond hope I’d get someone different. I let the young lady who greets me, know about my situation and she assures me she’ll try and get me someone different.
By this time there is another woman waiting before me, all four stations are filled. One station clears, the rep disappears (the two of us are still waiting). Mr. Assistant Manager’s station clears and he too gets up and helps neither of us. Finally the other woman calls him on it and he gets the rep who disappeared into the back room to help her. He continues to let me sit.

Thankfully, she quickly conducts her business and I end up with Jordan Eden who answers all my questions, shows me how to download apps, move around necessary icons, downloads my contacts, transfers data and basically gets my phone totally operational in less than fifteen minutes. Based on my experience and the few good reviews this site receives, the staff are so much better and more pleasant than the managers, perhaps they should run the store.
This whole experience took an entire afternoon and was one of the more unpleasant experiences I’ve endured. I also realized that on Unilocal there were «5 reviews not recommended». Not sure what that’s about but I clicked on the link and they are mostly one stars which leads me to believe this store has gotten so many bad reviews they’ve had one of those companies come in that «refurbishes internet reviews» to help clear the stores reputation. Rest assured that I am not a competitor «writing bad reviews» to undermine anyone but a customer who has received exceedingly bad service. Also, read ALL the reviews on a site — not just the «recommended ones»

I brought my husband here for a new phone and requested Ashley. She helped me with my issues and have AMAZING customer service. When my husband and I went, we had to take our kids with us. They were busy and my kids were acting like toddlers. Ashley was very patient with us and helped to expedite the process by trying very hard to get us finished and out of the store. My husband and I were very appreciative of Ashley and the rest of the staff!

I’ve always found this particular location to be extremely top notch in terms of Customer Service. Today was no exception. Monica Mendoza was extremely helpful in setting up my new iPhone 5s. She transferred my mom’s number to my old iPhone. She even mentioned that my current family plan was «outdated» and I could save a significant amount of money each month by switching to a new Data Plan, which I did. Basically, the new iPhone will pay for itself in less than two months thanks to her honesty and excellent customer service. There usually is very little wait time if you go during a weekday. I was previously with Sprint and Verizon and found both of those companies to be very poor in customer service. Also, their locations in Gilroy were ALWAYS busy and you had to wait about an hour for the simplest question to be answered. Not at AT&T Gilroy. If you call their number and press «2», you can usually get someone on the phone easily, or just drop by and they are always willing to help.

0 Stars possible?
I have been an AT&T Customer for over 20 years. I have been to this store on a few occasions over the past couple of years, with the service becoming worse and worse on each occasion.
Last week was the clincher – I walked into the store midday. There were about 4 tables with people sitting around them. No one said hello, nor even acknowledged my presence. There was no desk, no attendant, no sign, no greeting whatsoever. I noticed some other people wandering around looking confused. I asked them what they were waiting for, and they said they were on some waiting list.
Okay…
After several minutes, a guy who looked like he worked there finally noticed me, and I asked him if he could help me. (Shouldn’t that have been the other way around??). He asked me my name, and he did some typing on a tablet device, and then made some vague gesture to a small (maybe 13 inch) monitor way way up on the ceiling in the far corner of the store with a list of names on it. Okay, so that’s how the system works here.
Waiting…waiting…waiting…waiting…
Finally, someone calls my name. I ask if there is a particular iPhone in stock. The answer is no.
So there went 50 minutes of my day. Could there be a better way?

These four stars are specifically earned by Jordan E., sales representative extraordinaire.
I already use AT&T and came here to upgrade my phone since my 2-​year contract was up. His 4-​star customer service didn’t waiver from the moment my family and I stepped foot in the store to the moment he walked us out… two hours later, mind you! I honestly don’t know how we spent so much time picking out three phones, but Jared displayed superhuman powers in customer service: knowledgeable, personable, patient, enthusiastic, efficient, and genuine… Again, I must emphasize that he maintained this over the course of two hours! It’s a miracle how he managed to deal with my parents’ questions and my irritability when I’m starving. I’m clueless when it comes to data plans and he was able to explain it in a concise, easy-​to-​understand manner.
If you decide to go with AT&T and happen to come across this store, seek out Jared. During the Winter 2013 semester, you can find him here everyday except Mondays and Wednesdays. In general, avoid weekends because this store is more crowded given all the Outlet shoppers.
(In case you’re wondering… Why 4 stars instead of 5? I know it’s just part of AT&T’s sales routine, but I didn’t want to be talked into also getting tablet and/​or AT&T wireless landline when I was focused on just getting a cell phone.)