AT&T

I went into AT&T today to help my mother get a new phone and change her plan. When we walked into the store we were immediately greeted by a rep who was very personable and put us on the walk-​in list and let us know they would be with us shortly. As we waited, the greeter checked in with us again to apologize and assured us we would be taken care of soon.
We were next in line and the rep that assisted us name was Andrew. He was very good at his job and was very detailed in all of his explanations of the phone plan and the service upgrades. He made it a point to make sure we understood what all of our options were and in the process saved my mother some money. He was engaged the entire time and we never felt like he was trying to just up-​sale us for an extra commission. I do not always receive great service at phone stores so I feel like I needed to make it known how great Andrew was with the help.

Horrible customer service. The only pleasant employee that I came in contact with was the security guard. The girl who took my information when I came in seemed to not want to be bothered and the «salesman» talked down to me the entire time. I’ll take my business elsewhere.

Bad instalation people we ordered new Internet last week and my appointment is today 9am it’s 3pm I been waiting all day and no one show up and I call three times with no results first time to this company and that’s what I get

AT&T is not offering anything for their longstanding customers. I have a Family Plan with 5 phones and have been with AT&T for 15 years. I recently went in to update our 5 phones. 3 phones are on the NEXT plan and 2 phones are not in contract.
When I went into the store to update my phones I was told the $.99 5c phones with a contract would require a $ 25/​line/​month charge for any contract phones which also included a $ 40 upgrade fee. WHAT? They try to tell you you are getting a phone for $.99 yet you will pay over $ 600 for an outdated phone after 2 years! So they suggest the NEXT plan because there is no upgrade or monthly fee since you’re not in contract. So you can pay the taxes upfront (about $ 60 in Illinois) then (one option) $ 32.50/month and after 12 months you turn your phone in and you start all over again. Sounds great… except that’s $ 390/​Year for a phone you don’t get to keep. Not to mention if you lose the phone or it gets damaged/​stolen you still have to pay full price for the phone, not just the 12 months. They will not take the phone back with any damage!
Just a year ago AT&T offered $.99 phones with a 2 year contract with no monthly fee. They do not care about their customers! They want those phones back after a year so they can sell them as «refurbished» online after customers already paid $ 390 plus taxes.
These new plans are a WIN WIN for AT&T and a LOSE LOSE for their customers. Better yet, the only way to justify their decision on the new plans was to say «all the wireless companies are going to these plans.» Good job AT&T! You are a follower! Be a leader and offer better plans for your customers!

Called ahead to find out about putting money down on a smartphone to lower the monthly payments, and customer service said that I could.
I went to the store and BOTH supervisors said I could not and we’re unwilling to honor what I had been told.
After I got home I called 611 to make sure I was not hearing things, and sure enough they were supposed to let me do as I had said.
How can you run a store when you do not know company policies? Or are unwilling to check on the ones you do not know?
Update: called the store to see if they could help me out after the fact, and they could not have been more combative. I will go to the 95^th street store from now on.

Went back before Christmas Dec 2012 and had a better experience… maybe because the place was empty. A beautiful young lady took care of me — name was Beyonce but not spelled that way. Purchase of iphone4 for my wife went smooth other than took longer than seemed necessary. When we went back to authorize the phone it took painfully forever and data transfer was a nightmare w/​missing and wrong numbers. He said he had to do it ‘manually’… it’s 2013 dude?
Note of caution, by the time I left the place the first time it got busy and people seemed to be walking around confused and dazed by the wait.
Then I found out Best Buy had the same phone for $ 50 bucks less and when we went there for another iphone, we were treated great and deal was done quickly and easily.

This place is terrible. The manager, Marlon, lied through his teeth to us to get us out of the store. We had to call AT&T to verify we could make the changes to our account that were needed.
If you have to go here to take care of an issue with your account, call AT&T customer service and go into the store with someone on the line who knows what to do. But really, just don’t go here. There’s a corporate AT&T store in Orland and Homewood that I’m sure would be better than this place.