AT&T

I’m an idiot

Terrible experience at this ATT store. We went in on December 29^th around 2:30 pm. My family went in because we wanted to switch the primary account holder (my dad died and my mom was going to take over the account) and also remove one land line. The woman that greeted us seemed great. We explained what we needed done and she went in the back to make sure they could help us before we waited and came back and told us that the death certificate was enough to get the lines moved so we should wait for our turn to see an associate. After waiting at least 45 minutes the guy that came to help us was nice but told us that after all that waiting it would be $ 18 per line to switch them from the dead account holder to a live one and a long involved process that would probably not be something we wanted to do. ATT wants to charge my family at least one hundred dollars because my father died. This callous and unfeeling policy probably results from ATT not having a separate policy for death vs. switching between living account holders.
The sales associate also informed us that we had to call a separate number about the land lines since he couldn’t help with that. Exact opposite of what we were told at the beginning. We left accomplishing nothing that we set out to do. I understand not being able to help since some of this is the greater ATT’s policy but get your information straight between employees and tell us that at the beginning.
We have been loyal ATT customers for over 15 years but getting closer and closer to leaving ATT and taking our hundreds of dollars a month business elsewhere.

att. you know what your getting with the brand, kinda high priced but very good phone customer service and very good service themselves especially with the addition of direct tv. this review is more about the location then what att themselves provides. the amount of people in the story vary by day, time, and season. i went early in the week early in the morning and was helped right away, vs when i go around lunchtime and you might wait an hour to see someone. also, some of the att employees could stand to refresh themselves on some of the features, billing policies, technological aspects of the things that they are selling, makes for a better experience vs hearing someone answer I dont know to every other question that i ask. just a suggestion.

It’s hit or miss here, depending upon the person who helps you. Some are excellent and knowledgeable. They tend to move on to better jobs. Some are not so excellent and not so knowledgeable. They, alas, tend to hang around. Some people are forever up selling you. Others will give you just what you need and not try to load you down. Wait times are highly variable. Sometimes even a long line will move quickly. And others you will be stuck for an hour while some unfortunate tries to make sense of ATT service plans. Which is basically impossible. On the whole well stocked and on the whole friendly. I’ve found most employees well intentioned. There is always one who reminds you why you were so unhappy when ATT bought Cingular. No getting around. Lousy company, but sometimes this store makes it bearable.

I can hardly believe how ineffective and confounding AT&T is! I have spent 4.5 hours across 4 days on the phone with them trying to get service for my 90 year old mother who is sick and has a heart condition. She really needs a working phone for her safety.
I still do not know when this issue will be resolved. I get a different answer every time I call, but then nothing happens.
Are there any other options for phone service, or is this just a monopoly where there is no incentive to meet the needs of a customer?

Not sure what’s up with the bad reviews. We had excellent, friendly service here this week. Michael helped us and he was FANTASTIC. Very personable, gave us options and make suggestions that fit our needs/​budget. We were in an out of there in less than an hour.
He didn’t try to sell us anything fancy or out of our price range. Only complaint is that this location needs more cell phone covers. They didn’t have many for us to choose from. I would come back here for any of my cell phone needs.

Mario was a Great help !
Had to return a blue tooth made my visit easy in and out and provided great customer service
Thanks AT&T

Nice looking location but couldn’t get what I needed done there. At another ATT store they let me exchange my charger for my iPhone but this one is sending me to the over crowded mall.

Horrible service! Representatives don’t understand that customers are their priority. I wish there was negative stars because that would be more accurate.

Utterly amazed at the poor customer service we got today. And it occurred WHILE were getting the service installed. Needless to say, with an disbelieving laugh, I sent the technician walking.
A first guy came out to the house to test signal strength. Low No problem. It happens. So the next guy comes out to confirm this. Yes, it’s low. He runs a second wire across the back yard. (Oh…the first AT&T folks came here about four years ago, installed their obtrusive box in our yard and left the line exposed.) So this guy informs me that I’ll need to call Customer Service and have the first guy come out again. Why is it my job to call the first guy? He’s closed out «the ticket,» he says. That sounds like so not my problem, I think. He ignores my confused look and hands me a card. «This time — and this is my suggestion,» he says, «ask him for an INID.» That’s an added thing that’ll boost the signal up to the level the sales guy had promised us when we agreed to get their service. I tell him that since choosing AT&T was a borderline decision in the first place, and given all I’ve heard about AT&T Customer Service, that I won’t bother doing his job for him and that we’ll stick with the service we have.
This is the time a caring employee would have jumped in, said that he understood and done whatever it took to keep me from jumping ship before I’ve even set foot on the freaking ship. But no. He just shrugged and told me, «Okay,» as if he heard that sort of thing from time to time.
Shameful.
If this is the sort of customer service we were looking at, not going with them is a pretty simple decision.
And that exposed cable in the back yard? Our star technician said that someone would be by in the next TEN days to bury it. I’m not holding out hope.

Friendly and helpful staff