AT&T

Promised by an AT&T sales represent from customer care that a technician will be here at a promised time. 4 hours later I called customer care again talked to Cindy which then tells me there was a technical problem that services can’t be done today due to technical problems. I will be getting a call from them stating a new time/​date after having this appointment way over a week ago to now tell me on the day of that services can’t be done today. Really Att after moving mountains around for my personal schedule you tell me this today when you could have called or emailed or some sort of communication before time. Then tells me it could be done today. So what is it?! Inconvenience! And Att quit bouncing customers back and forth you really need to get your customer service act straight. Do I recommend AT&T U-​verse services customer service wise, no check other options out there before considering AT&T.

My husband and I stopped in this past weekend to check when we were due for an upgrade on our phones. We put our name on the list (we were 3^rd) — but we ended up waiting for about 30 – 40 minutes before we just decided to leave.
There were about 4 – 5 employees working but sometimes there were 2 employees helping one customer. I wonder how hard it is to find the necessary accessories and phones that it requires 2 employees to help 1 person. There was also a women who just took down names of people coming in — if it an easy answer like finding out when we’re due for an upgrade, can’t you help us?
I don’t know if I’ll be back to this store… I’ve been to others where the service was faster.

Customer service reps and sales staff at this location generally are friendly and helpful. The staff is knowledgeable about the products and services offered through AT&T and I have not dealt with anyone rude or unpleasant. I’ve visited the store several times for questions on my home AT&T U-​Verse service as well as my AT&T wireless service/​devices and have had my questions/​concerns addressed each time.
The lack of a higher rating is due to the wait time and sales efforts to push unnecessary services and accessories. On several visits I have waited over 30 minutes for help where there have been no more than 3 or 4 other customers waiting in the store. When finally serviced it does seem to take the service reps a very long time to look up account information or proceed through the checkout process. Half the time spent with sales reps it seems like they are looking up information on their iPad devices or «checking on something».
When purchasing/​upgrading phones I also have felt heavily pressured into purchasing accessories or services I was not interested in. I understand that there may be some commission based incentive for sales reps to do this with customers, but these types of experiences are what drives me to shop online rather than in-​store.