My Wireless

First, this review is for the store, not AT&T, which would get 5 stars for U-​verse, 5 stars for the installer, 1 star for the wireless home phone service (the only good thing is that it’s cheap) and ZERO or negative stars for billing and customer retention services. If you need to change your U-​verse account after a huge jump in price (without warning) ask for Roxanne or the manager Joanna who are the experts doing this. I didn’t and they screwed up and we lost home phone for 8 days, and almost lost our phone number. The good news is this store is much better than the other one in Grossmont Center, but that’s not saying much. If you can find a corporate store you’re much better off. AT&T itself doesn’t care about keeping customers. After your year of promotions is up you need to make changes or expect escalating bills. When you call their customer service, and they reduce a bill, GET IT IN WRITING or else good luck. Unfortunately Cox Cable isn’t any better with their customer service or billing, so we’re left without many options when it comes to premium TV.

If I could give 0 stars, I absolutely would have. So let’s pretend that 1 star isn’t filled in.
*Buyer beware! I really wish I hadn’t gotten involved with this company. It was an aweful, stressful, and frustrating experience.
It started when I decided to try a Galaxy S3. I’ve always been an iPhone person, but I had never tried an android before so I thought, since I had just broke my iPhone, I would give the Galaxy S3 a try. After about a week, I decided it just wasn’t for me. Before purchasing it, I had made it a point to ask about the return policy, and how my AT&T upgrade status would be affected if I returned the phone. The manager, who was handling my purchase, assured me that the upgrade would be reversed (allowing me to purchase another phone for the greatly discounted price that goes with an upgrade upon renewing one’s contract). I was also assured that I could order the new iPhone 5 (not yet released at time of purchase) and hold onto the Galaxy until the iPhone 5 arrived (otherwise I would have no phone in the interrum). It all sounded excellent and easy. Unfortunately, this would prove not to be the case.
The day before the iPhone 5 was released, I decided to go back to My Wireless and have them preorder the iPhone 5 for me. The saleswomen however, informed me that I could not do that, since my upgrade was already used for the Galaxy phone, and I would have to return it first (so the upgrade would be reversed), then order the iPhone 5. As I mentioned before, this wasn’t an option, since I had no back up phone (and I use my phone as my business phone as well, since I own my own business, and couldn’t afford to be out of touch with my clients). I left and decided to try and wait in line for the iPhone the next morning, when it was released. I was dreading this, since I had always been of the mind that I could just wait and get the phone when it was more easily attainable… and I really wasn’t excited about waking up crazy early and sitting on a cold concrete sidewalk for several hours.
I showed up in front of My Wireless at 6:30am and was the only person there (which threw me at first and I started worrying I had the wrong release date in mind!). The store should have opened at 8am, but they didn’t open their doors until 8:25am. I was in high spirits though, because I was first in line, yay!:) I walked up to the counter and told the same manager as before that I would like to exchange my Galaxy for the iPhone. He then informs me that he can’t do that. Exchanges will only be allowed for the 2^nd shipment of phones (at the end of the month), not the 1^st. I had to leave empty handed.
I went to the Santee AT&T store, where the salesman told me that that was not the case at all, and had my phone come from AT&T instead of an authorized dealer, I could have pre ordered the phone while hanging onto the Galaxy, or I could have made the exchange now. They still had a couple of iPhones left, so I hurried back to My Wireless to return my Galaxy.
The manager informed me that, they couldn’t process my return until 2pm or later (it was currently 10:30am) because they were so back logged from the morning iPhone 5 sales. I stared at him in disbelief, I had never been told to wait several hours before I could make a return. He told me service was a first come first serve basis, and all these other clients (who had gone home and left their paperwork behind) had priority. I was thinking to myself, wasn’t I technically the 1^st person in the store this morning!
At 2pm I finally was able to return my phone. And as the AT&T salesman had told me to do, I requested to see the screen that verified they had reversed my upgrade (apparently this store has a reputation in the phone world for poor service, shady dealings, and not reversing people’s upgrades). I returned my phone, only to discover a few days later (after reviewing my credit card statement), that My Wireless didn’t actually refund my money for the phone, they charged me a 2^nd time for it!
Back at the AT&T store, they had already sold out of phones (not surprising). AT&T was helpful and recommended buying a cheap $ 20 go-​phone from Walmart to hold me over until I could get an iPhone 5. Thankfully, they received a new shipment the next day and I finally got my new iPhone. What a tedious, frustrating ordeal! I would absolutely NOT recommend My Wireless. Avoid this store like the plague!
P. S. They also apparently hate the iPhones there. When I was buying the Galaxy (it took about 1 – 1.5 hours!) they spent most of the time bashing the iPhone. When a couple came in asking about the iPhone 5, one of the cashiers (who was the most vocal about disliking the iPhone) started pressuring the couple into buying an Android instead. It was very uncomfortable and bizarre. The couple left after a few minutes… I would have to, had I been them!

My husband & 14-​yr-​old daughter went to this AT&T Authorized Retailer to get an I-​Phone for her. It’s not our usual store, but Grossmont Center was more convenient that night. The salesman (Axl Rose something or other — cool name…) & the sales manager (Jonny McKinney) were very aggressive, and in the end, she felt coerced into buying a a Droid, which she was told was exactly the same (they didn’t have I-​Phones in stock). They were told that if she didn’t like it, we could exchange it for an I-​Phone, which they would have to order, within 30 days, with no additional fees or expense. She’d saved her money for an I-​Phone — it was what she really wanted — and also, there was a problem with the Droid — the sound on the phone was muffled. So we decided just to return it and go back to our regular AT&T store to order the I-​Phone. However, when I went into the store yesterday & encountered Jonny McKinney & told him what I wanted to do, he said there would be a $ 50 restocking fee, that was policy, he couldn’t change it, & if I wouldn’t agree to that then I could just take the Droid home (his exact words were «and get out of here.» Before that I had said that my hsuband said I could bring it back at no cost. Jonny said «You’re lying» & said (like my teenaged daughter might), «Were you there? NO. I was there, I know what happened. You’re lying.» It was horrible how rude this guy was. It may have been the case that they didn’t discuss a return, however, my husband had made it very clear to me that he had been promised the ability to bring it back at no cost. Jonny then insulted my daughter, saying she was terrible & if they had a terrible customer service experience it was no fault of his, that it was her. Ultimately I felt trapped. I refused to pay an outrageous fee of $ 50 to return the item, so I calmed down, brought the tension down, & ordered an I-​Phone from that jerk. I got info on when it would be ready, etc. Now we have to go back a 3^rd time to that horrible store. I felt TERRIBLE when I left, disgusting, like I needed to take a shower for doing business with such a rude human being. It kills me that we’re giving them any of our money. And I’ll tell you something else– not so eager ever to go back to Grossmont Center. I think it will bring that nasty feeling back. Ugh.