AT&T Device Support Center

No open WiFi! No fun during what could be a long wait. Luckily there was no wait. The guy at the bar was friendly and informative. They determined the death of my phone quickly.

The bad: horrendous wait time. I was told the wait would be 20 min, but ended up waiting 75min!
The good: the staff is very friendly and knowledgeable. After 20 min of testing my defective phone, they ordered a replacement phone for free (in warranty)

What kind of device support center does not have an answering machine?
They do not pick up their calls.

Not an avid reviewer by any means, but my experience just now having my phone repaired was shockingly different than any other AT&T customer service encounter I’ve ever had. Fast, friendly, helpful, and best of all they didn’t try to force any new plan or upgrade down my throat. I’m coming here first next time i need anything on my plan done.

I would have given it a 0 star if I could because of the wait. This is the only device support store in our area. I made an appointment at 11am, got to the store at 10:55am, waited for 30 mins before I got called. They treat appointment just like walk ins… What’s the point of making the appointment in the first place? There was a lady who got there before me, and she left without service simply because the wait was too long.
If you need to fix your phone, just call AT&T, it’s easier and save you a trip.
I ended up not able to fix my phone. It was a refurb phone from AT&T, after 3 months of using it, the charging socket pins fell off and doesn’t charge anymore. AT&T considers that as physical damage and therefore refuses to fix it under warranty. Oh well.

I came into the Device Support Center with my Galaxy Note III recently after being bounced around from one AT&T store to the next. I was getting really upset about how the AT&T stores were not able to help me after making me wait for 2 hours when they could have just directed me over to the Device Support Center. At first I thought that the Device Support Center was going to not replace my phone due to a camera issue but then I came in, they looked at my device, did some software troubleshoot and saw that the camera issue was still there and replaced my device within 15 minutes.
After that, I was a happy man and since then, my phone has not been acting up since.

I have been in a lot of AT&T store which their service and knowledge is mediocre at best.
But this device service center is different. I went in and not a whole lot of people in a Wednesday afternoon. And I just waited maybe 2 minutes and I got help.
I want to thanks Melissa (whom I didn’t get the last name) who helped me to solve my phone problem and she is very knowledgeable with her job and have excellent diagnostic skills. She found the problem and fixed it in about 15 minutes. Before this, I have tried with other AT&T retail stores. None of them able to get my phone work the way it should. So thank you. :-)
I am a very very happy customer, and I have been with AT&T for 15 years. They aren’t always the best. There is a reason I haven’t left yet.

This review is for Melissa, Bill & Tawnie who recently helped me solve an issue with my LG Phone. The phone was acting up for the last three weeks as it was just turning on and off every few minutes. I literally could not make a phone call or text because it was constantly shutting down. Furthermore, the phone is only 6 months new!
Before coming into the center, I went to several AT&T retail stores and they just were awful when it came to customer service. They gave me the run around such as they do not fix phones, but just sell them. So that means I have to go all the way from Hayward to San Jose to get it fixed! I told them that is absurd and just plain ridiculous as I will never give any of them future business!!!
On the other hand, I called AT&T Device Support Center in San Jose and talked to Melissa and it was the best move I ever made! She was very nice, helpful and informative! She stated I could make an appointment or walk in and if I walked in, there would be a wait time. I just when ahead and made the appointment for the next day.
Upon arriving the next day, I was greeted by Tawnie and she went ahead and took a look at my phone. Tawnie tried her best to get the phone assessed and fixed for me because as she read the notes from Melissa, I did go through a lot of hell trying to get the issue fixed! I informed Tawnie that I did change the battery and the problem still did not go away, so she told me to wait so she could talk the her supervisor Bill to see what he could do because another phone was on it’s a way to my house, but it will not arrive until next week. I waited about 15 minutes, and I had the pleasure of being assisted by Bill. He was very disappointed with my experience, and really felt bad that I had to wait another week, prior to getting my phone, meaning that I would not be able to make any calls, which meant I would have no life!!!
Bill than offered me a suggestion that I could not say «no to», which was that he will give me a new phone on the spot on the condition that I return the other one that is going to be delivered to me next week. After about a half hour, Bill was able to input all the old data into my new phone and replace the phone for me and I was out of there in no time!!!
Both Bill & Tawnie were very helpful and their customer service was not only superb, but outstanding. I would recommend anyone to come to this location in San Jose, (trust me it’s well worth the trip), if you have problems with your phone and regardless if it’s still under warranty or not. I promised everyone at that location that I will make an effort to give a Unilocal review if they give me a superior service! Thank you again to Melissa, Bill, Tawnie, and the rest of the Wednesday day crew for all your help, it was sincerely appreciated! Happy Happy New Year!
Shaneel

I took my sister and my mom to both get their phones fixed. We drove 30 minutes to get here because it was the only place our cell phone provider said they could get their phones fixed. The. African American woman who helped us was not nice, and not professional at all. She was plain rude and unwilling to assist us. She embarrassed my mom in front of the whole store when my mom asked her a question. Absolutely horrendous service. when we asked for her assistance, she just handed us a phone number and acted like we were bothering her.

The supervisor Jomar is the best. Had me up and running with a replacement phone in 15 minutes. Extremely friendly and great customer service!

The people who work appear to be totally incompetent. I went in yesterday during my lunch hour for a problem with my S4 not reading the SIM card. I bought the phone in January. Clerk #1 reboots the phone and notices a lock symbol I’ve never see. with the word custom under it. Asks clerk#2 (supervisor?) about it. C2 says it means custom operating system and that it voids the warranty. I keep telling C1 that neither I nor anyone else ever did anything with the os. She says she believes me but the warranty is voided because I messed with the os. I’ve had ATT/​Cingular for over 12 years. I call to cancel my service. They connect me to a real Tech who quickly determines that the people in that place have no idea what they’re talking about. I spent hours in that place but finally got a replacement phone.

I dropped my Galaxy S4 and it cracked the LCD screen slightly so there was a leak inside the screen. The leak was getting worse and worse over the day and I wouldn’t be able to use certain parts of the screen. Even though I wasn’t covered under warranty, they offered to give me a whole new S4 for ~$ 200. I know that sounds like a lot but other places are willing to fix just the screen for that much so I was totally down to get a whole new device all together for the same price. There’s also a 90-​day warranty on this new phone.
The person who worked with me was really nice and friendly (I’m so sorry I forgot your name) and he seemed to be a manager there. I was out in about…20 mins or so? Thanks so much!!!

This review is for Bill & Tawnie who recently helped my Fiancé when we came in with his HTC One phone. The phone was acting up since no one could hear each other when making and receiving phone calls.
Before coming into the center, I called and talked to Tawnie, she was very nice and helpful. She stated we could make an appointment or walk in and if we walked in, there would be a wait time. When we arrived, Tawnie greeted us and put us down on the list. Tawnie tried her best to get us in and out, but after cleaning the phone, the problem did not go away, so she told us to wait and someone will be with us shortly. We waited for about 45 minutes since we did a walk in, so waiting was not a problem and was helped by Bill. Bill checked the phone out and noticed the same thing, he couldn’t hear anything. After checking our account, he was able to replace the phone for us and we were out of there within 15 minutes.
Both Bill & Tawnie were very helpful and their customer service was outstanding. I would recommend coming here if you have problems with your phone and it’s still under warranty. Thank you Bill & Tawnie for your help, it was greatly appreciated!

The guy that helped me with my phone (sorry, I forgot his name, I’m horrible with names) was great, the issues I was having with my phone before? Completely gone. I don’t know what he did, but he has to be magical or something. My phone heating up in unusual places? Completely gone and I’m pretty sure he didn’t replace anything on it. He even took the time to explain every helpful tip I needed since he saw that I had switched from an iPhone to a Samsung. If they’re was anyway I could give this guy and this place a million more stars, I would in a heartbeat. Amazing isn’t a strong enough word to describe him and this place.

I am thoroughly impressed by AT&T commitment to helping it’s customers fulfill warranty claims. AT&T’s Device Support Center (DSC) is a dedicated office (versus stores) that provide in-​person warranty services. If your AT&T serviced device is still within the manufacturer’s warranty period, the DSC will perform thorough diagnosis and resolution to either repair or replace the device.
My Samsung Rugby Pro would not turn on after being subjected to water exposure even though it’s waterproof. With no known water damage non-​damaged device, I was able to get a replacement the same day within 30 minutes of my arrival. I was provided with professional high quality service by knowledgeable staff. When I was at the office, I always heard the staff address their customers by first name. The staff was patient and descriptive when interacting with their customers. The experience is definitely unlike the retail store experience since the DSC doesn’t offer traditional retail services.

I got my HTC one two months ago and I couldn’t turn it on yesterday, so I checked online and thanks god I found this place! (don’t take it to the retail store, they will probably ask you to come here). I made an appointment online and showed up, was greeted immediately. waited for 10 mins or so then got a new phone. Yay! no question asked.
it’s located in a small plaza, small waiting area but it get the job done, thanks!!! (not sure why most of the people have issue with Samsung/Htc…I didn’t see one Iphone here yesterday)

I went here originally in January 2013 a few months after buying my HTC One X. It had an issue where it wouldn’t receive phone calls or text messages with WiFi connected. Since the phone was still under warranty, they were able to replace it within a couple minutes.
Unfortunately, the new phone had the same problem. I went back a couple months later and the employee there remember me. He swapped my phone out again, and advised me to come back in a couple days if the problem still happened.
As of now, 3^rd phone has been the charm and I’ve had no problems. I really appreciated that they didn’t argue with me or try to tell me it was a user error, and simply replaced the phone.

This place is very convenient! My gf needed to get her phone replaced and fixed up so we decided to come here. This young man helped us out and it took us about 20 mins to settle everything and finish. We left this place with a smile on our faces. Customer service was on point. Mychael took his time helping us and also giving us feedback and a couple pointers about the phone and their plans. He had a great attitude and didn’t hesitate to fix our problem. He was also multi-​tasking at the same time; He was greeting cutovers, writing on the appointment handbook, and helping us out, all at once. He knows his stuff really well. My experience here was awesome and I hope to come back for my phone problems LOL

this place is just couple blocks from where i work… i come here more than i go to valley fair, to shop! Excellent customer service the whole team is on board, and i have to give props to Mimi! Absolutely amazing, i walk in and she will greet me by my first name! She is the manager for the store and does a great job, handling customers and her team!
ENJOY!

I love the service here! Everyone is friendly and helpful. I came here after finding out that I could get my phone fixed or traded in for a new one because it was still under warranty.
The first time, it was the black guy (I’m sooo sorry I don’t remember your name right now) that helped me. It turned out that my phone had the old operating system, so he took it to put the new one in and gave me a new battery as that was having issues. He wasn’t only quick, but he came out to hand me the phone and even went to open the door for me as I walked out! My astonishment and thoughts about it made him laugh.
The second time, just two days later, I was helped by the manager. This time my phone was just freezing up on me even though everything was wiped clean. When I told him he said to just give him 10 min. max and I would get a new phone! I was ecstatic over how quick and friendly the service was, especially because I was worried about not being able to fix the problem.
If I ever have another issue, I have no problem with coming back here. I would also recommend all of my AT&T friends to come here!