AT&T

Ask for Mark! Mark was able to accommodate to my and both my parent’s needs so well. My mother and father are not technically savvy at all and we needed to convert my dad who was basically using a JitterBug phone, to an iPhone. Mark was so patient and helping with my dad and my mom who was upgrading from a work iPhone 5 to a personal iPhone 6. He was very personable, cherry, and always had a smile. I don’t often write positive reviews on places I go unless they truly had an impact on me and the person whom I worked with was just a model employee. That is Mark. My parents walked in with a swamp and frustrated attitude after going to an «AT&T» store up the street in Cranbrook, they didn’t know which way was North, so it was refreshing that we were well taken care of here and by Mark.

Sherry at the AT & T kiosk store claimed to be an AT & T store and told us that we could make returns or exchanges at any AT & T store location.
I learned the hard way that this was a lie and their store is actually called Airtime Wireless and not directly associated with the AT & T company, regardless of the large logo they display.
I expect these underhanded sales tactics at a flee market or state fair, but not at a repectable shopping center like Towsontown.

Although I was very dismayed in its sister location up the road in Timonium, this mall counterpart has knowledgeable staff who will quickly assist you in a variety of tasks, unusual requests, or the hum-​drum shopping & bill-​paying basics.
When stopping in regarding bill payment in absence of password, a staffer directed me towards an alternate way to verify my legitimacy and complete the transaction. Another time, when asking about switching over the account-holder’s name due to a death in the family, an employee confirmed with peers and quickly directed me to AT&T’s 800 number since such requests cannot be handled in-​store. I stayed near the store in case there was some discrepancy (paperwork requirement) but nope, all good, and the phone rep had us all set to go in 10 minutes, flat.
Most importantly, several visits have shown that staff here are understanding and attempt to solve any issue, pronto. This, though, has been a great improvement over the past couple of years as a prior engagement to add an account holder proved disastrous. At that time, no one (from our fam) could remember the account password yet, somehow, having the account holder – an elderly individual whose trip was visibly arduous – there with an ID was not sufficient to override the obscure process.
Bygones be bygones. My most recent experiences have shown that staff training and efficiency has reached an optimum level.

As far as AT&T stores go this one is a winner. It has everything that one would expect in a wireless store — phones, accessories, voice & data plans, etc. But it’s real value comes in 2 parts: 1) the service staff and 2) it’s a corporate store.
For the first part, the staff is both knowledgeable and helpful, a good combination since either one alone can do more harm than good. Add to this the fact that it’s a corporate store and you’re really cooking with fire. This is because they do not have to «call someone» to get permission to do unorthodox things. That way they can apply creative solutions to any problems that may arise. I’m happy to have my phone and service working smoothly, where I don’t need to go to a store; but if I have a problem this store is my solution.