AT&T

Poor poor customer service. Here is why:
After upgrading my phone n Friday, I was told by Anthony I could get a IPad mini for $ 50 as part of a deal for purchasing an IPhone. I had to bring in my receipt within the next two weeks after my IPhone purchase and I could get the mini at this discount. When I returned two days later to purchase the IPad I was checked in by Betsy. I explained I wished to take advantage of this promo and that I also wanted to upgrade my wife’s phone. She took my name, and I was 3^rd in line. Unfortunately this store failed to have enough people working to handle the customers present and I was forced to wait an hour to speak with a rep. Once I sat with this person he explained that the IPad mini deal was for business customers only. What??? This as the first I had heard these words. I continued that I wanted to upgrade one of the phones on my account. He looked into my account and said I was 15 days away from the anniversary date and I wasn’t eligible. Obviously this could have went much better if Betsy would have taken a moment to ask questions about my account. There should have been more employees, as an hour wait is unreasonable, poor customer service by Betsy by not clearly inquiring as to the reason for the visit, and also failed qualifying eligibility information given by the initial rep Anthony. I would take the time to visit other locations and not patronize this store due to its lack in good customer service.

Great service!!! Andrew was amazing and helped me find a brand new phone and the best plan for me! All other staff was great as well, and kept me updated while Andrew was busy transferring contacts and photos from my previous phone. I left very happy and would come back for any questions or concerns regarding my phone or plan.

Slow staff, incompetent staff, rude staff, and they do the BARE minimum in this store to reach their sales quota and keep complaining customers off their backs.
Let me say first off that I have not always felt this way about AT and T and this store. AT and T have been mine and my dad’s cell carriers for over 10 years now. When we first started working with them (back in 2003) they were still Cingular wireless. This AT and T location is the closest to my dad’s/ my childhood home so we have been going to this location for years to get our cell services taken care of and sadly this store location and AT and T wireless as a whole’s customer service has gone down SO SO SO SO SO much in the time that we have been their customers.
On our most recent visit (June 2014) my dad and I went in to upgrade his phone. We were helped by a young lady, after waiting for about 30 minutes, she was polite and helpful and at that time I would have given her a 10 on her customer service. She was nice in explaining the new installment system that AT and T has now instead of a 2-​year cell contract like before and how paying for the new phone would just be added on to our monthly bill along with insurance for the phone which I was thrilled about (which I will come back to later)…I am on my third iphone Ive just upgraded each time I was eligible for a new one and up until a few years ago AT and T and Apple did not offer cell insurance on their products. So when I was told my dad could have it on his phone I jumped on it!
About a month later the new phone that my dad got (an iphone C) started having major call issues it was always a ⁵⁰⁄₅₀ toss on whether my dad would be able to call out when he needed the phone. So we took the phone back into the AT and T store and the staff acted as if they didn’t want to hear it and had better stuff to do. They quickly gave us a pis poor fix to try (restart the phone and some other crap) but, they were not helpful at all and the phone continued to have issues. So we called corporate AT and T customer service technical support to get their help, they were even less helpful and tried to say that the phone wasnt working due to the places my dad was trying to call out, most likely weren’t t good service spots… okay not sure how my dad’s living room in middle of the city of Eugene is a bad service area but, okay then he kept the phone, kept paying for it each month and just kind of dealt with it.
Last month, for the first time EVER after ten plus years and 8 cell phones between me and my dad my dad on accident dropped his phone and it broke. So he goes back into the AT and T store to do a claim on the insurance… pay the deductible and get a new phone. When he gets to the store after waiting 45 minutes for service this time he is told that his phone doesn’t have insurance on it… which of course was a shocker to him and I both. So he is forced to pay $ 200 plus out of pocket for some POS flip phone.
When I called AT and T corporate to ask what the hell was the deal with the insurance they told me that there was never insurance put on my dad’s iPhone… Even though my dad and I both SPECIFICALLY asked the sales girl at the store who helped us to do so when she asked us if we wanted it… HELL yes we wanted it. Who declines insurance on a damn $ 600 plus piece of equipment.
Then the hell with customer service begins. My first call into customer service I was told that there was no insurance on the phone, then I asked to speak to a manager, have mind you neither the customer service rep I first spoke to nor the manager that they passed me to spoke english very well at all. The manager gets on the phone and I politely explain the situation and ask if there was someway that they can credit our account to take care of the remaining balance of my dad’s iphone c ($ 300 plus dollars is still owed based on AT and T’s installment plan system) considering the insurance was supposed to be put on their by the lazy sales associate who helped us at the store and since we have been loyal great AT and T customers for so many years… The manager tells me that the best she can do is give us a $ 50 dollar credit. REALLY? After years of being loyal customers who have never broke a phone, who have ALWAYS paid their bills on time and do not complain $ 50 dollars is all your customers are worth.
If you are looking for a store where you will be taken care of an a wireless company where you will be a valued customer DO NOT! got to AT and T they have really really really have gone down the hole with how they treat their customers and their policies.