AT&T

Was there earlier tonight. I had an excellent customer service experience which was in sharp contrast to my experience with Apple regarding the same issues with my iPhone. I ordered a new phone from AT&T for work. When it arrived, the touchscreen was unresponsive. Took it to the Apple Store and they informed me that they could replace it but that the date of purchase was 12÷01÷15 which was incorrect. As a result of the incorrect purchase date, my warranty would be cut short by 3 months. They told me it was an AT&T issue. So I headed to this store after trying the Dupont Circle location of AT&T (unhelpful). A friendly young woman greeted me and saw my expression (frustration and exhaustion) and showed a great deal of empathy. She guided me to the back of the store where I was assisted by Maria (Device Support). Maria researched my phone and sought the advice of her manager. They confirmed it was an Apple issue and printed out the receipt that was sent to my company so I would have proof of when I purchased the phone. I called Apple Care this evening and they FINALLY corrected their records so I can get a new phone with the right warranty. I wouldn’t have been able to get this resolved without the staff at this location. I would definitely come here again. I wish I had a contact number for the manager here. The employees I dealt with were a breath of fresh air.

Worst service in town, and that’s saying something. It looks like a nice flagship store, but the workers are disorganized, rude, and unable to help.
At&t’s business, of course, is split up such that the people in the store have no teeth and no ability to help with any issues. Phone is broken? You have to go elsewhere. Problem with your account? Not or problem. Nothing but frustration.
And the angry loud protesters outside add to the charm.
Also, be aware that you will have to aggressively go after someone to check you in, or you will be passed up for service.

Anita the store manager was disrespectful, dismissive and basically failed to do her job today.
I visited the store to do an exchange /​return of a phone I purchased for my business account 18 days ago.
The service rep that was looking up my account asked my number, name, and ID… he proceeded to tap on his screen and after a few minutes left, without saying anything or giving me any update. Anita then walked over and asked me «whats up» … I had no idea what the status or situation was and why she had replaced my other rep and politely told her so. She then informed me she was sent over because the rep couldn’t help me. Very odd and poor communication.
I was then informed in a very snarky way by her I was beyond my return period (14 days) and there was nothing they could do. She didn’t look at my account, didn’t offer other solutions or offer to help me with the manufacture warranty process. nothing. It is clear she didn’t want to do the return and was not interested in finding ways to help me as a customer. I was just an annoyance to her.
After returning to my office and spending time with business care on the phone I was informed my return period was 30 days as a business customer and that if I replaced the phone with them they would only be able to offer a refurbished phone. If I wanted a new phone I would need to go to an ATT store, again. They annotated my account to ensure I wouldn’t have the same problem again.
I then called the store to speak with Anita to clarify the issue before returning to complete the exchange, to ask why she and her staff did not properly review my account, and yes, for an apologize for incorrect information and the time it caused me to waste. I was told by Anita that she did not need to tell me why a mistake was made and then went on to say that HER receipt from her store shows that the return period is 14 days, but that she would be «happy» honor the 30 day policy I was now aware of. How she pulled up my receipt so quickly over the phone without asking for my information again, is a mystery.
Anita was defensive and only offered a snarky apology for how I «felt» and not an apology for her and her stores actions that resulted in my poor customer service and total the waste of my time. Horrible horrible interaction. I will go to a separate store for the exchange.

Dennis was outstanding and knowledgeable and extremely people friendly. Will recommend my friends to come see him!

Would you expect to walk by and ATT store and find out that it is closed 1 hour before the closing time? Well, that just happened to me. The office closes at 7pm on Saturday, but the team decided to head home early. This is the first time I see this happening, and I hope is the last time. I bet the manager thought, «what the heck, it’s cold and snowing… who’s going to notice» I’ll do my best to get this claim to corporate.

Fast and helpful service. The assistant manager, Leilani, goes above and beyond.

I just stopped in to activate a new phone (that I didn’t even buy from AT&T) and have my contacts transferred. I thought it might be a little complicated given they don’t actually sell the phone I brought, but Timmyia was able to help! There was no wait and she was extremely friendly, also.
Unrelated to this store, the online chat option is awesome. I’m beyond pleased with my service from AT&T.

I took my 4 (yes I said 4) kids to this AT&T location to get each of them their first phone. Yikes. Their ages are 13, 12, 12, & 10. Upon reluctantly entering, I was greeted by Nicholas Gorham. I explained my dilemma to Nick and he jumped into action explaining all of my options, what would be most practical and most affordable for everyone. After deciding which phones and plans I was going to get, Nick went above and beyond when he sat down with all four kids and helped each of them pick out individual phone numbers and then showed each of them how their new Android works and even set them up with their own individual Google accounts! All I can say is WoW — bravo AT&T for hiring an outstanding employee. Promote him, retain him, grow him because he’s invaluable to your company.

This is where I go when I wanted to evaluate the latest smartphones. The selection used to be the best here but I am not so sure anymore. There are competing stores nearby.
I wish there was something to see on the first floor so I would need to hike up the stairs as that can strain the knees of its most valued clientele. I would wish for some signage directing customers to go upstairs. I have seen a couple of customers mistake the place for fake store front and leave. Don’t worry nothing dark and nefarious is hiding upstairs.
I think the armed security guards look a bit intimidating in that they seem better armed than the guards at Bank of America. Personally, I would like it better if the guards had stun guns which I believe would be more commensurate with protecting a cache of smartphones or if AT&T mandated a kill switch so we would need as much security.
Overall, I mostly visit to browse the latest phones, pay bills or people watch.

Not the best place to go… I found the store on L street to be much more helpful. I also feel that I can rely better on the store in DuPont Circle… The best att store experience was LA — near LAX and NYC — Times Square. We have some beautiful storefronts in DC, but it seems like something is missing.

Dennis was so helpful when I was purchasing my IPad. I had so many questions and he had all the answers. He was patient, knowledgable and very helpful. I trust that he got me a great deal on my purchases. If you go into the Chinatown AT&T store, definitely ask for Dennis!

Read the reviews and was scared to go to this store. But on a Saturday afternoon I was served immediately, the man sat down with me, asked me what I wanted, carefully went over my options and in 15 mins I had upgraded my phone, changed my contract, sorted out an Autopay issue and was on my way. He was a bit humorless, but everything I wanted was accomplished serenely and efficiently.

Worst. Customer. Service. EVER!
I waited over 35 mins to find out the embassy rep I was to see was not even notified of my arrival. Then took another 25 mins to actually get service.

back story: The phone my office gave me died. Actually the battery died. Won’t hold a charge. The phone came from AT&T15 months ago so I figured that AT&T could sell me a new battery. I was in DC so I popped into the AT&T store.
Am I dope or what? AT&T doesn’t sell replacement batteries for the phones they sell. WTF?
The shop — this one right at Gallery Place Metro stop — kind of has the look of an Apple Store. But that’s where the similarity ended. The folks at Apple are smart, helpful and tech savvy. These guys were not.
Tip: if you have AT&T stock, sell it. If you’re thinking about an AT&T wireless plan, forget it. And stay as far away from this store as you can.