AT&T

I was in NYC on holiday and picked up a smart watch at this store. I should have gone with my first impression as the only people in the store looked like best buddies not concerned a customer was needing help. I found the watch I wanted and found pricing for the watch 50 bucks cheaper on an AT&T site. For some reason the purchase wasn’t coming out to the same price so Jose the tech advised me to call the manager of his store when I got back to CA and they would adjust my bill with a 50 dollar credit. I have called 6 times with no response also I have been on hold for 90 minutes before I was hung up on. This store should close and everyone there fired. I am sure there are better reps for AT&T out there. #FAIL

Worst AT&T experience ever. The staff was rude, playing loud music, planning their after work parties, and referred to me as «bro». My issue was never resolved and I was basically passed from associate to associate because no one wants to help you unless they are selling you a new device. The service here was so bad that I am no longer an AT&T customer.

I had very bad issues with AT&T and I was directed to go to this store. I went twice and after a manager over the phone promised to honor an online price, I went in to purchase and they went back on their word. Employees are not informed about ANYTHING. I am canceling my ATT asap after this. ATT needs to screen employees at stores better. This place is an embarrassment.

Big shout out to Luis, Ingrid and Dennis. While solving my complex case, they were efficient, on top of it, and tried every possible way to make it happen. They provided the best service I’ve ever had with AT&T. I definitely recommend visiting this store and asking for their help.

These guys don’t really know what they’re doing. I ordered a new phone and took it into the store to get it activated and my contacts transferred. Pretty simple, right? I had to go back and forth to the store 3 times in a day, and they couldn’t get the job done. I finally had to download the software onto my laptop and figure it out myself.
The worst part is every time I went into the store they put me in the back of the line and I had to wait up to a half hour before anyone would help me. I finally got it figured out myself, but this experience inconvenienced me enough that next time I get a new phone I’m going to switch providers. I’ve been with AT&T for 8 years. They are one of the most expensive providers, and at this point other networks have caught up to them. If I can’t get decent customer service at a store, then what am I paying for?
BTW they have this one goofy looking girl up front, and her job is literally just to enter your name onto an iPad waiting list and then call your name when someone is available to help you. I mean seriously? You’re a telecom company and you can’t automate that? The NYC delis have been using a numbered paper ticket system for the last hundred years that does her job. I’m thinking maybe AT&T could free up some resources to actually help customers if they joined the 19^th century.

Extremely disheartened from the poor of customer service I received from Dennis and Luis at the 34^th Street 7^th Avenue AT&T store today. I got to the store early excited hoping to get my upgrade for the iPhone 6s– to my disappointment, they refused to service me and sent me to go upgrade online. Not sure why they are not servicing customers with the grandfathered unlimited data plans; they claimed that if they did anything for me at the store, then they may accidentally change my plan. Are you serious? If you can’t do it correctly at a store, how are you running a business? Also, shouldn’t people under grandfathered plans be treated as VIP’s — after all, we’ve been with them for so long…
What I didn’t realize is how hard AT&T is pushing the Next program on all their customers. Making a customer pay installments off the retail price of the phone doesn’t seem like a deal to me. Plus you don’t even own the phone unless you pay for the full 20 months. Maybe some people who like to switch their phones on a yearly basis will find pros in doing this, but I certainly don’t. Plus, why would I want to lose my unlimited data.
I won’t be coming to this store again and look to switch services if AT&T keeps up with their shenanigans.

Absolutely appalled at the vulgarity of the staff members, the playing of ghetto music, the dancing of staff members, and the overall vibes of immaturity. No presence of professional and service oriented staff. They were crowded by the doorways like anxious salespeople. One of the female staff members was dancing in a provocative way to music being played near the front door, which can’t be conducive to business.
This is a corporately owned AT&T and should execute much higher levels of professionalism. Had it not been that I was getting an important bill printed, I would have walked out immediately.

Kaseem and Rob were awesome. Down to earth, REAL people. Never felt like we were being sold, and they looked at our current plan and had us switch to get more data and pay LESS. Awesome!

Complete waste of time. Huge lines !
They have one guy doing nothing but taking down people’s names and adding them to the waiting list. What a waste of an employee.
Not sure why they don’t just have a triage ticket machine.

Great service. Joel was patient and articulate in finding the right solution for me. This is my go to spot, and they are always stocked with devices. WAY better than the empire state location a few blocks away.
Thanks Joel!

I don’t have at&t as my carrier, I have verizon. Today I went out looking for a screen protector for my ipad. I was told that if I bought one at verizon they would put it on for me. However, the verizon down the street from this at&t did not have any and no one offered to help me with anything. I saw at&t and thought I’d see if they carry ipad screen protectors. When I walked in I was greeted by two workers. One of them went and got a screen protector for me and as he was explaining it to me he said someone at the store could put it on my ipad for me. He didn’t mind that I don’t have at&t. I waited a few minutes and another worker came and put the screen protector on for me. It’s perfect! Of course the man helping me talked to me about switching from verizon to at&t, which I expected. But, he was not pushy or mean or anything. He made some good points and I will take them into consideration when my contract is up with verizon. I was just so impressed with the customer service at this at&t. Everyone there was so friendly and helpful. If you have at&t I definitely recommend going to this location.

This store was a complete waist of my time and is notorious for unethical sales tactics.
I came to this store to exchange my iPhone 5c for credit after I purchased the new iPhone at an authorized dealer. When I purchased the phone I was quoted a $ 200 credit for my 5c. I followed up with AT&T via a phone call to confirm and also had the quote in writing good through 11÷6÷14. When I went to this store to exchange the phone for the quote’s credit value, I was told they could give me $ 125 and a $ 75 in store credit. I then spoke with a manager to explain what I was quoted at the point of sale, on my follow up phone call, and showed her what I had in writing. She explained the credit was «intended to give customers credit to buy accessories» and tried to pin it on the offer ending on 10÷31÷14 (even though I had it in writing for 11÷6÷14). She could only offer me «I understand where you are coming from» and that is was «weird I had it in writing for after the 31^st».
I followed up with a phone call to a manager at AT&T who assured me they would honor the $ 200 credit and noted my account. I confirmed with the store I purchased the phone at as well, who then informed me the 34^th st store is notorious for this bait and switch tactic to try and sway customers to buy additional items from them. I took my phone to the AT&T store on 17 and 6 who happily exchanged my phone for the full credit.
Will not got back to this store and would certainly not recommend anyone to visit this location.

From my letter to AT&T:
When I came in to upgrade my phone, Hugh Kalik was the salesperson who assisted me. I was there for quite some time, over an hour, while he told me stories about his wife and kept reassuring me that he not only knew the products and services, but that he had trained most of the employees in the store. He also told me about how he preferred to work through his breaks. (Clearly he is on commission.) When I said that I wanted to trade in my phone but that it hadn’t been backed up, he said not to worry, to come back anytime, since the in-​store wi-​fi was too slow to do it there. He also gave me advice about how to get it unlocked and suggested that I could make more selling it on eBay. He went on to explain what he called Apple-​Care insurance, saying that it was a one-​time charge that would replace my current AT&T insurance. Based on his explanation, I agreed to purchase the Apple plan. His advice was that I keep the current insurance for a few months and have double coverage in case I lose the new phone right away. I walked out thinking I had double coverage.
When I came back to trade in my old phone, there was some kind of confusion that Mr. Kalik appeared to resolve in time, but he admitted that the one option that he had stressed previously, that I apply the trade-​in to the price of the phone, could not be done. (I had since learned that many of the other things he had told me on my previous visit were not true.) Through the whole interaction he again told me stories of his wife as he tried to sell me other accessories (speakers, etc). He also repeatedly kept telling me that he had worked 14 hours without a lunch break – he said it so often that I felt like maybe I should go out and get him a sandwich (by this point it was around 8 PM). Finally, we finished with the trade-​in, and I asked about the insurance, as I wanted to verify that I had it and go ahead and cancel the AT&T insurance right then, rather than wait a couple of months. Well, Mr. Kalik suddenly had no recollection of the purchase! He checked and said I didn’t buy it, and as far as he was concerned that was the end of it. He told me that I would have to call an unspecified number (that he didn’t have) and buy it that way. I said that was unacceptable and insisted that he get the manager. In the course of that conversation he stated that the trade-​in on my old phone had been a courtesy and that I should be appreciative of that and not cause trouble. In fact, that offer had been advertised all over the place as a promotion available to anyone, not a favor that might be done at the salesclerk’s discretion. Needless to say, that comment did not smooth things over, and another manager pulled him aside.
The manager, Antonio Ibanez, said he would call Apple right then, which he did. What was more troubling was what came out of that conversation. Mr. Ibanez’s explanation, which was confirmed by the Apple representative, was that I would not have been purchasing insurance on the phone, but simply an extended warranty. That is totally outrageous. Yes, it worked out okay, because I ended up with what I would have wanted in the first place, if I had been given accurate facts. But I wasted a tremendous amount of time, energy, and angst to get to that point. Mr. Kalik lied to make a sale (he clearly was making a commission or had a target to meet on extended warranty sales) and, luckily, through his incompetence, it didn’t work out.
Just to be clear, I am a firm supporter of workers. I am a former union officer, I have waitressed and done my share of retail work while in New York (a year at FedEx and a Christmas season at Macy’s 34^th Street store). I am patient when I shop, am polite to telemarketers, and I over-​tip (and insist that those I go out with do, too). However, I have never lied to a customer to make a sale, and I absolutely cannot put up with that. It is dishonest and unethical. As you well know, the behavior of the sales force reflects the values of the company (both AT&T and Apple). I also know the labor laws. It is a violation to not provide breaks. It is not up to the employee to take or refuse them, as the manager stated. They are not optional.
I don’t know or care in what light you choose to cast Mr. Kalik’s behavior. Either he is incompetent or sleazy or both. Maybe because he worked 14 hours without a break his brain wasn’t functioning properly or his judgment was off. Honestly, none of these explanations is acceptable. Further, his behavior is endemic of the management of the store. It is the responsibility of the store and district management to make sure their employees are properly trained in the products/​services they are selling, that they take their breaks, and that they act in a manner consistent with the values of the company whose uniform they wear.
I have been a customer of AT&T for many years, and quite frankly am uncertain if I will continue.

The first gentleman who helped me was very amicable and although couldn’t solve my problem was very nice in trying. He then called over another gentleman who reiterated what the first one said. I then made the comment «I can’t believe the iPhone costs this much. It doesn’t cost close to that to manufacturer». I was then given a lecture by this new associate about how wrong I was and that the iPhone manufacturing costs are more than what they sell for and how AT&T loses money on them. I had to catch a train so I said «lets agree to disagree» which was responded to by «there’s nothing to disagree with, you are wrong» followed by a bunch of condescending banter.
For this associate whose name I unfortunately forgot, here are a few articles proving your ignorance. You should not lecture customers on topics you clearly know nothing about.
For AT&T management, you should not have an associate at such a prime retail location acting in such a manner. I have been a loyal AT&T customer for a number of years and this gentleman left a seriously bad taste in my mouth.

WORST CUSTOMER SERVICE.
AUTOMATICALLY ADDS INSURANCE WITHOUT TELLING YOU– I went here yesterday to upgrade my iPhone 5 to the iPhone 6. Carlos sneakily added a $ 6.99/month mobile insurance fee WITHOUT TELLING ME onto my plan. Carlos told me how much my new iPhone 6 cost and that I would have a $ 40 upgrade fee added to my bill but of course he DID NOT MENTION ANYTHING ABOUT AN ADDITIONAL INSURANCE FEE. I had to call the customer service line today to get it removed.
TRADE IN PROGRAM IS ONLY GOOD FOR CELL PHONE ACCESSORIES– This store is NOT honoring the trade in program listed online. I wanted to trade in my iPhone 5 for a $ 200 ATT promo code that should be able to be used on all ATT products and services. However, this store said that their in store promo only allows me to use the $ 200 gift card on cell phone accessories. If I did it online, I would be able to use it on any products (accessories, cell phones, etc) and service (apply the credit to my bill).
WHATS REALLY SHADY is that Carlos pulled me to the side and said he could let me have $ 50 of the $ 200 applied to my iPhone 6 purchase and I would get a $ 150 gift card to use on cell phones accessories. He even had his manager come over and said they would be willing to give me a better deal by letting me apply $ 100 to my iPhone6 purchase and I would got a $ 100 gift card to use on only accessories. WTF NO. I AM SUPPOSED TO GET A $ 200 ATT GIFT CARD POINT BLANK PERIOD. I went to another store and was able to get the deal listed online.

If you have an issue with your service or device, do not come here. The employees and the mangers are ill-​equipped. I came here today because one of the store’s sales reps screwed up my upgrade. I spoke to the manager and he was completely unhelpful. He apologized, but made no effort in resolving the situation. Again, he made no effort. He didn’t even try, which infuriated me. He just stood there.
I came home and decided to call AT&T directly to see if they would be able to assist. I am so grateful that I did this. We had a real conversation with substance, and the issue was resolved to my satisfaction.

Great customer service. It was pretty busy but they were all still very nice. This makes a huge difference.
Thanks Caesar for taking care of my issues. He did the same for the person before me, I noticed. And he opened the door for us when we left. How nice is that?
Antonio, I think was the manager, also was super accommodating. Very kind.
I’m going to this AT&T store from now on! Keep up the nice service.

The best service I have ever received at AT&T, hands down. I went in to upgrade my 3 yr old blackberry to the new blackberry z10 and Jonathan was very friendly and helpful. I was honestly surprised by the high level of professionalism and kindness of the whole staff. This is how it should be done.
25 minutes later, I had a new phone with all of my data, a new case, and a smile! Thanks again!

I was literally in and out of the store in mere minutes. Robert «with-​an-​O» was very friendly and quick. I just came from another AT&T store from the day before and didn’t get much assistance. With Roberto, he was able to pull up all the information I needed to replace my phone and help me properly install my SIM card in my temporary phone (i am too new age to think it goes under the BATTERY)
This location is highly recommended :)

I came here for a one stop shop as my phone was getting bombarded with SMS text messages which was getting out of hand both financially at $.30 per incoming and outgoing texts. I also needed to upgrade my SIM card which was getting full from the text messages as I needed more memory for storage.
Thankfully there were no bread lines at the check-​out counter for service to be attended. I did had to wait for sometime for the sales associate to get a new SIM card. The sales associate was somewhat attentive but not quite courteous and warm or friendly.