AT&T

Thank you Andy and Juan for your help on my brothers new iPhone! You guys were very helpful on explaining the new NEX program! Overall great service and work all the way around from them! Thanks you guys!

these people will over charge you despite what you sign up for
their customer service is the worst

Let me start off by saying that I have been a loyal AT&T customer for years, following being with Cingular and Pac Bell before. So that’s almost 20 years of continued business. I have had several problems over the years, which for the most part have been disputed and settled over the phone with a Customer Service Representative normally apologizing for the inconvenience and tendering a solution. However, today I’m focusing on an issue that started yesterday, March 02, 2016.
I have been insured through Asurion mobile device protection for a while now, I’d say the beginning of 2015 to the best of my knowledge. While I’m generally very careful with my phone, I like to have the piece of mind that it is covered in the event that something does happen. So I took the plunge for an $ 10/​month and felt good. In early 2015, I had two water incidents with my iPhone 6. All of which were covered under the insurance coverage very timely. I was a bit shocked to see that the deductible was so high the first time — almost $ 200, however, it beat going to drop $ 750 on a 64GB iPhone 6 at the time. So I moved past it, thinking that the deductible would lower in the event something happened again (I was advised that the deductible would decrease with each claim). Shortly after my first claim I had to process my second and was again shocked that the deductible was exactly the same. Again, it was still cheaper then buying the product outright, so I took the hit again and moved on. All was good.
Now, the iPhone 6S comes out and I decide to pre-​order one through AT&T at full price $ 750.
Upon, receiving, I pay the ridiculous activation fee, which should be waived for continuing customers, especially someone who has held service for as long as I. But in the end, I got the new phone and was pleased. Skip forward a little under a year and we’re at March 02, 2016. A friend incidently dropped my phone from 4 stories. Kept in a case with a ballistic glass screen protector, it manages to still work. The screen is entirely shattered and frame bent. I then reach out to Asurion to file a claim to get a replacement. Moving forward over the phone with my insurance claim, it is not until after I give my claim date that I am made aware that my insurance is no longer active because I had been dropped in May of 2015 because of 2 insurance claims in one year. My jaw dropped.
Firstly, why was I not notified that I had been dropped? By Asurion but more importantly AT&T! As I am their customer and was referred to Asurion. I was also paying $ 10/​month extra. I have never had a drop in insurance coverage without several repeated notices. I DID NOT GET ONE. Had I, I could have made other insurance plans to avoid the situation I am left in now. After she said that there was nothing Asurion could do on my phone, she asked if I wanted to re-​enroll. I laughed and hung up. What is the point in having an insurance coverage plan that drops you after only two claims? But this is only where it gets better.
Following this phone call, I figured I would stop by a local AT&T store that was just opening. It is located off of Nobel Drive and La Jolla Village Drive in La Jolla, CA. Now I was waiting to be called up like the cattle-​call que system in place. Eventually I did meet with an associate. I made him aware that I had insurance but was advised that I had been dropped and the situation I was in. He acknowledged and said he would speak with his manager. Upon his return from the rear of the store, he said he might be able to help me out. Firstly, he asked for a receipt that I purchased the iPhone 6S from AT&T (which I found in my email) and he took note of. Secondly, he asked if I had contacted Asurion yet about my phone. I said yes and that I was told my coverage was dropped. He then stated that I sign up again with Asurion, which he could help me with in-​store and then that I would need to wait until tomorrow before filing a claim with Asurion.
WAIT… Yes, the AT&T store representative was advising me to sign back up with Asurion through him and call back the following day to tell Asurion I broke my phone the day after I re-​enrolled. As far as I’m concerned, this is insurance fraud.
In the end, I will be submitting this comment to Asurion to make them aware that their business affiliate may be advising clients into deceiving them. I will also be further pursuing this concern with AT&T. Until then, Verizon’s $ 400 credit towards new customers from other wireless carriers is looking very tempting. Additionally, the mobile coverage that Verizon offers, doesn’t charge a $ 150 deductible and does not drop you after 2 claims. AT&T needs to handle this as I am and have been their customer firstly.
Sincerely,
A very dissapointed long term customer!

I never expected to be treated this way in a place like this. went there today and one of the staff, Eric was being so rude and racist.. International students are paying for your service as any other. he think we are not deserve the service??? Well… we are not begging for service. We pay for it! I wish he had a better attitude and service mind. but I try to understand he has to work hard and help a lot of customers
.but at least judt try to put yourself in customer’s shoe.

Totally fed up with AT&T in general and this store in particular. Always a wait. Service is always slow not enough help working at this location
I stopped by because I have a problem with my reception: I did try first to solve the issue by phone but I got disconnected (drop call) too many time that I decided to drive and speak with a real life person! My mistake
And now I HAVE TO WAIT AGAIN AT THE STORE THERE ARE ONLY 3 salespersons and not very nice reception: the wait maybe 10 to 30 to 40 minutes!!! Insane

Usually ATT stores are filled with incompetent workers, but I came into this store looking for an upgrade and David provided great customer service. He broke down all the service plans and features for the phones. I’ve been to many ATT stores and they’re usually terrible at explaining service agreements and plan upgrades. This place was great, or at least David was great.

Worked with Eric O. on an upgrade. He clearly explained all options, was upfront about downsides and return policies.
As a fellow sales professional I thought Eric’s skills and personality were top notch.

I had a bad experience at a different location and decided to call their closest alternate.
The conversation was short, so I’ll write it here:
Me: Hi, I’m looking to switch from Verizon to AT&T and want to know if you have any 64G 6S in stock.
AT&T rep: What color and size are you looking for?
Me: Grey.
AT&T rep: We only have one 128G, and it’s not grey.
Me: Are you able to discount it since that’s not what I’m looking for and I’m coming from your biggest competitor?
AT&T rep: Could you imagine if I did that for everyone?
Me: I have received extremely poor customer service at three locations today already, and don’t appreciate being mocked.
AT&T rep: Then why would you switch to us?
Me: *click*
— Still loyal Verizon customer

this place was super busy when i came in on a sunday night, with about ten people waiting for appointments.
i came in to look at an iPhone 6. i was in the store for about five minutes looking around, noone ackgowledged me and when i finally went to ask someone for help he told me he could check me into the que.
i told him all i wanted to see was the phone in a case (to get a feel for it), at which point he called his manager over and the manager took his personal phone out of his pocket, unlocked it for me and let me check it out. that was nice of him, but its strange that they don’t have any demo phones in cases. whatever.
i gave him his phone back and he asked me if i needed anymore help. i told him i wanted a sheet or info on the basic plans/​prices and he told me to go online that all the info was there.
in a nutshell, while both employees were nice enough, they was completely uninterested in my business and not really helpful.

If I could give this place, particularly Eric, 10 stars, I would. He saved us so much money. He was funny, knowledgable, and sweet. He was amazing.

I visited the AT&T Store here yesterday for some help with my iPhone that broke on me that the Apple store in UTC wouldn’t help me with (Claimed that it was tampered with, apparently a common cop out answer they’ve been giving a lot of consumers for the past 2 – 3 years). I worked with an awesome representative named Eric, and he helped me get the claim filed, as well as got me setup with a temporary cheapo phone.
He went above and beyond for what he had to do to get my old busted phone squared away with Asurion, and could have easily pointed me to their online documentation to have me do it on my own. He even went so far as to help me file my paperwork, and even submitted it for me. Fantastic customer service, and I’m really happy with the help I received yesterday in lieu of Apple’s failure on honoring their warranty for a faulty product they sold me.
Just for the record, I did visit this store in the past when I went in to upgrade and exchange my Verizon iPhone 4 for a 5s a couple years ago. Their customer service was on point back then as well even with the crazy day 1 demand for the iPhone back then.

I’m so bummed that I have five phone lines with ATT, all on different contract cycles, making it hard to get out of ATT jail.
I dropped my iphone 5 so wanted to upgrade to the 6 plus. ATT will no longer let you do a «cross upgrade» in the apple store because they want to cash in on this. You have to go to an «ATT Corporate Store.» This store was closest to me. They are trying to mimic apple, so you walk in and there is a guy there with an ipad in his hand (or similar device) to «check you in.» ONLY, WAIT FOR IT, unlike apple where you wait a few minutes until someone comes up to you, the wait was going to be 1 ½ to 2 hours. Hehe, I literally laughed out loud when he said it. Another guy next to me who had already checked in joked to me, «That’s why I smoke cigarettes» as he went outside to light up. I wanted to suggest meditation to him, but rather decided just to leave because I didn’t have two hours to wait at the time.
Note to ATT: Having a guy at the door with a handheld computer does not make you like apple. Let apple be apple and let them handle your phone sales.

They lie to you, and go any lengths while selling you a phone. I was told that I don’t have to pay anything if something happened to my phone when i have an insurance. So, i paid approx $ 7 extra every month for insurance. Once i tried to claim it, to my surprise they charged $ 200 to replace the phone. When i called them to talk about it the customer service rep was very rude!

I came into store last Friday to sign up for Internet/​TV and landline bundle.
They tried to talk me into ATT TV instead of Direct TV.
They said they would call me when they ‘found out if my house was covered’.
I have not heard back from them.
We called Time Warner today. (3 days later)

They don’t deserve even 1 star. Not very knowledgeable about their job. They’re not willing to do anything except selling you what they want to sell you.
They don’t keep their word and easily change the terms that you’ve already agreed upon by bring up ridiculous excuses.
Don’t waste your time. Never go there. If you had no other choice, then never trust them.

I visited the AT&T Store on Nobel Dr and Villa La Jolla Dr (the Ralph’s shopping center). I received my new I-​Phone through the mail and decided to go here to have it set up.
I entered the store and was met by David Chen, one of the store employees. He listened to me and went to work immediately to assist me. David is your go to guy for anything you need with your device. He works very fast and has the tech savvy to help you with any problem. He also has a pleasant professional attitude.
David had my new phone set up in minutes. ATT had an issue with their system but David worked his away around that like a knife through butter. This guy rocks. Thanks David!

The customer service at this particular AT&T location was much better than I have experienced at other AT&T locations. The check-​in was a breeze as I was greeted by an employee and I only had to wait 5 minutes before I was helped out by an associate.
I was switching to the new iPhone 6, and the person that helped me was very knowledgable about the products and explained the insurance plan that came with my newly purchased phone and the accessories that went with my phone.
Surprisingly I didn’t feel pressured to purchase an «extra services» that AT&T offered, nor did they push their new services or products to me. It was overall a great experience at this location, although the AT&T policies that the employees are dictated to follow are somewhat frustrating to deal with.

I don’t blame the people here at all as they are trained and required to try and sell as many accessories as add ons as they can. I blame AT&T policies.
It’s been 45 minutes of watching ever salesperson here trying to upsell a simple cell phone purchase. From battery packs to blue tooth headsets to speakers to cases to battery packs… 45 minutes and they’ve only helped 6 people of me. Seriously… There are at least 6 salespeople here and it almost an hour later they still haven’t gotten to me???
Oh, and they cannot text customers when it’s almost their turn and if you are not here when they call you, that’s it. Very ironic because they sell phones! At the very least, allow your customers to do something else for an hour so they’re not just miserably waiting around!

The guys that work here are very friendly, and helpful, but I have to say as a company AT&T is very frustrating! I have been dealing with the business department, and everyone is very nice, but no one can actually help you. I’ve spent 30+ hours on the phone with them to get uverse, cable and phone, after 3 weeks and dozens of calls it finally got installed. The phone quit working a week later, and now I still don’t have a land line at my business.
On the UVERSE side its ‘s also frustrating. I had a great deal at around 90 a month for internet and cable and it has jumped to 190 a month. I don’t have time to call in for an hour to get the price adjusted. I may just cancel them.
The Cell phone side is also meh. AT&T doesn’t work at my business, so I was given a micro cell. It’s service is also very splotchy, but better than nothing. Why can’t it just work?

This store is very good. Their customer service is excellent. They have good systems and great knowledge about the products in display.
They are true at&t customer service store.