AT&T

Generally I can’t stand the phone shopping/​plan adjusting process. My brain shuts off and I feel like there’s always a lack of transparency, but I can’t be sure. I have had infuriating phone conversations with drone like people on other planets in trying to deal with my bill before, and all I can say is that Robb makes my phone phear much better and now when I leave the store I see unicorns and butterflies instead of numbers and roaming charges threatening to short out my tiny brain entirely. You want to know about The War of Algerian Independence or how to refine your pâté choux? I can help you with that. Phone stuff? No bloody way, I’m good at taking photos and texting my friends with bizarre pics of Barbary apes and kangaroos with glowing eyes.
Right. Go see Robb. He should be running the damn company as far as I’m concerned. He explains things, and helps you get the best plan for your needs and CHECK THIS OUT (sorry for the caps) my phone upgrade isn’t until next month, and Robb gave me his old battery charging phone case. Gave it to me. He didn’t need to do that. I sure wish he was in charge of ATT because if he was, we’d all be happy with our phones, our service, and cheerful, patient explanations of what we’re paying for. No lie. Listen close ATT I’m only still with you because of Robb. And not just because of his kind gift, but because he’s a good person who rocks the customer service and I sure hope HR are good to him because somebody in the big bad world of corporate goo will poach this guy if they don’t treat him right. Thanks Robb! See you in 6 weeks for my shiny new phone.

Absolutely pathetic customer service… it is likely the reason TM is even in business.
Want be a ghost? Want to be ignored? Then… swing on by!
Only two customers in store and I waited 15 mins…
Made it easy… I walked into Verizon and moved all 6 plans there… tah dah!

Wanted to switch from Verizon because AT&T only had the next phone I wanted. Had a good overall experience with Verizon and it was a hard decision. Typically people do not switch carriers and it is a huge jump in this industry. I went to AT&T and thought the sales process was okay, it was not until after the sale was final I had what I consider one of my worst customer experiences in my life and it was at this store. Maybe this store does AT&T a disservice as a representation of their service overall. Either way it was a bad experience. I was supposed to get my phone delivered to a specific address second day delivery and the store delivered it to the wrong address using a slower delivery. I called the store to have them reroute the phone to the correct address. The sales agent was very dismissive and rude. He actually asked me to call for him and waste my time to correct their mistake. The manager was also equally rude and dismissive once I tried to escalate it. I was at a loss as I know you can change it and I also know that it needs to come from the store. They did not want to fix their mistake and directed me to call UPS to fix their mistake.
I called UPS and as I stated, they said I could not change the shipping and the AT&T store would have to call and change it. They said that AT&T could do this easily with a call. This was the cherry on top. Pretty bad experience, AT&T could easily fix it, and they decided to take the stance they would not help a customer. A customer that was looking to switch from a provider to AT&T. Needless to say, I will not be switching and it was due to this store’s rude disregard for its customers. I would rather stay with a solid service provider — Verizon.

5 stars only because Rob was assisting me. He is super knowledgeable and friendly. He was really working out the best plan for me. I would highly recommend Rob with any of your needs.

AT&T SUCKS.
Went in to talk to them regarding my phone being shut off the last 2 days of a 31 day month. I was informed that it’s a 30 day plan not a monthly plan… I ask them, ‘then why do you advertise it as a monthly plan?’ They replied, ’30 days is pretty much a month.‘
Maybe AT&T should read the definition of ‘monthly’ in the dictionary.

We came in to switch switch my phone plan over from Verizon and had a terrible experience. I don’t need the store manager (Brandon) to tell me how the have award winning customer service and how much better they are than my current carrier. Good customer service isn’t bashing the competition, it’s answering my questions about your products in an honest and respectful way. When we came in to make the switch the store was empty and not a single person asked me if I needed help, they just sat around and played on their own phones while I wandered the store. Regardless of their apathy towards doing their jobs we were still on board to switch my line over AT&T.
We sat down with a sales rep whose name escapes me and talked about the logistics. Turns out we needed to call AT&T prior to all of this which would have been helpful to know the first time we came in. No apology for not giving us the information, instead we got a snarky «It’s to bad I wasn’t here to tell you that last time.» — Okay that’s fine, we can come in for the third time to get this taken care of but before we go let’s talk about logistics. Verizon offers more data for about $ 8 less per month, they also said that they would waive our activation fees on our new device. I showed Brandon (the store manager) the quote that we go from Verizon and said that I would happily switch to AT&T if they would also waive the activation. He told me that we were wrong about Verizon being less expensive and that he would not waive the fee.
Sorry that you don’t understand basic arithmetic Brandon, your product was more expensive and comes with less data.
I found it pretty funny that they were willing to lose both a current customer and a new customer over $ 30. I am happy to say that my fianc’e left AT&T and joined me over at Verizon.
Terrible job Brandon.

My boyfriend and I walked into the AT&T store an hour ago (6pm 5÷31÷15) and the first girl that spoke with us didnt even try to help my boyfriend get a SIM card activated. The second time we go in (after visiting the apple store and getting a brand new iPhone+a new AT&T SIM card) we ask to get the SIM card activated and the employee said to call customer service. After customer service HUNG UP on us, so naturally we started getting a little upset. Then the manager finally walked up to help us and within 5 minutes of talking to us and actually giving an honest effort to GENUINELY HELP us, got the SIM card activated and we were on our way. I don’t care if its an hour before closing, someone who is getting paid to help others and as a customer paying this phone company to help us, employees should always give 100% effort!!! Thank you to the manager, but they need to higher more employees willing to work and honestly help their customers, because of this mess we went through today, were definitely changing our phone service.

I’ve been dealing with the switch from iphone to Android, no big deal, but I have had to visit an AT&T store a couple of times.
Both times, I was helped the moment I walked in the door. This latest time, Ashwin helped me immediately. I commented that I wasn’t sure about some of the phone features… Ashwin was on it and went pro active! What a relief!
I got great info about my new phone, Ashwin got my answers and also showed me more stuff about my phone that I had no clue about.
One other plus, they’re downtown…

Retail sucks, but customer service isn’t hard. I’ve done my time in the minimum wage trenches of «we need to talk about your flair». You don’t have to be sincerely interested in your customer, but when they’re going to drop a couple hundred on a new phone instead of going for the free upgrade, you could fake a smile and make an effort to get her all the info she needs instead of being bored that you’re not out in the sun. In my trip to the AT&T store, I also had to jump through dozens of hoops to get my account approved for the upgrade, no-​one could say much about the phones I was interested in so I was on my own to investigate, and even after I’d pulled a 70 hour work week, I had more pep in my step. After stumbling through different pricing plans and other suggested places I could go for discounts on the phone if I was so interested, the rep who took my case finally arrived at an answer for my original question, «can I change my phone and keep my unlimited call/​text/​data plan?» The answer was yes. Bing-​bang-​boom, I’ve got a new phone and I’m out the door.
So you can imagine my shock when, a few days later, I got an e-​mail from AT&T alerting me that I was going to hit my 3GB data limit. I went from unlimited data to 3GB, after being told nothing would change. My phone is my life and my line of work means I need to stay up to date on social media and be able to download and review video work from my colleagues. 3GB is like having a monthly dixie cup of water as you travel through a desert. And this is exactly what I was trying to avoid.
A call to AT&T got a case file set up and the very friendly and informative women on the other line told me this was an unintentional switch that has been happening to recent upgrades, but it could be resolved. I got nowhere near the same amount of info or reassurance from the reps at this store. (One exception being made for Jason, who jumped to his feet when I came in to sort this out, was apologetic for the mix-​up, and got me squared away in less than five minutes.) The reps I met during my upgrade didn’t think to tell me «this is a thing that might happen» but did tell me about the survey I’d get texted with and here’s how to answer so corporate doesn’t flunk them or fire them. Again, I’m sympathetic to those at the mercy of those ineffectual measurements of competency since anything that isn’t a perfect score isn’t counted, but this is exactly why I chose to write this. There is a problem with employees staying informed and it’s management’s responsibility to make sure they are up to date on all the information they need.
The long wait for a walk-​in appointment in a quiet store on the weekend was mildly annoying. The disengaged and uninformed reps made me nervous. But to screw up that bad with a customer’s phone plan is infuriating. It’s one thing if you’re selling me a book, but imagine taking your car into a mechanic and no-​one thinks to tell you «oh the fuel tank explodes if you have the radio on.» There is so much of daily life that depends on a working phone with a competent plan, and reps need to stay up to date on what’s going on with what they’re selling. I hope in the future other customers aren’t on the other end of such a massive screw-​up.

I guess I should know better, but I keep expecting a better experience when I go to an AT&T store. I am used to waiting for service when I enter the store, but this experience was a little on the long side. The young man that greeted us at the door was nice and courteous while he took our name down to put on the list to be seen by a AT&T specialist. After a 20 minute wait, and noticing that for a Saturday they seemed to be woefully understaffed, we checked with the young man on our position to be seen — only one person in front of us. After another 10 minutes of waiting, we were told it may be another 15 – 20 minutes. We decided to not wait and I guess I am stuck trying to get answers from the website and tech center which is always a joy!
The store has a great location and seems to be a very nice with great product. Just need to work on the staffing issue.

I walked into this store many times. Each time the service was not so good. However, this time I made an appointment with Gloria Lee. Gloria Lee was nice and professional. My mom and I needed a smart phone. We currently had flip phones. We upgraded to Apple iPhone and Samsung Galaxy Note 4. I am very pleased with the level of customer service and saleswomanship of Glora Lee. I requested that I get a discount on my bill and it was granted. I also need other accessories and boxes. They were given. So happy I requested to talk to the store manager. He was professional and knew much about the products. Gloria should be promoted to management because she had product knowledge. I will enjoy coming to the store either to pay a bill or get accessories. I am very pleased with Gloria and AT&T. I am very excited to show my mom her 1^st Apple iPhone and enjoy my new Samsung Galaxy Note 4.

stopped in here to look at tablets. asked one of the salesguys how the weights compare (hard to tell with their anti-​theft devices on). salesguy proceeded to ask me about what my tablet needs were and then told me that what i really wanted was an ipad and that i wouldn’t be happy with another device.
1) no one asked for your opinion
2) you didn’t answer the question i actually asked
after berating my apparently illogical choices, he finally rolled his eyes at me and said he could google the weights for me if i needed him to.
wow, buddy. thanks for the offer? but with such gallant service, i think i’ll just go shop online.

I visited this store twice last week. On my first visit Yulia was helpful setting me up with new service and a new iPhone. When we ran into trouble porting my phone number over from my old carrier, she and other staff were diligent trying to help get it done, although they couldn’t resolve it in the first visit.
Went back the next day and Kylen was great getting this done for me — although it took an hour or so he fought it out with the porting department over the phone until it was resolved. Great customer service there!
The store is pleasant as these places go, there are some benches for waiting and an electronic board showing your place in queue if you’re waiting. Working with an associate you sit at high tables and they’ll lend you a charger if you need one. The plan sign up process is all done on iPads which was efficient. Point off for no customer bathroom (I was there for 90 minutes on first visit!)
Friendly staff who go the extra mile here, recommended!

My boyfriend and I were visiting from out of town checking out Portland because we wish to move there in the very near future. My old iPhone 4 had large cracks in the screen and got rained on when I took it out of my pocket (surprise it rained in Portland!) haha. Needless to say I was forced to get a new phone when mine stopped working. We walked to the AT&T store close to our hotel and were helped by a wonderful sales associate named Nate. He was more than helpful getting me the new iPhone 6 on the, «Next» plan and even helped me get onto my own plan and off my friend’s that I’d been on for years. My boyfriend even got a new phone and a tablet all for about the same monthly price that I’d been paying on my friend’s plan. Despite it being a TOTAL AND COMPLETE hassle on his part he remained patient and made sure to take care of everything. In fact all of the workers there were more than helpful and kind. Needless to say we ARE going to be moving to Portland and will defiantly not hesitate to go to that store for any of our electronic smart devise needs! Keep up the good work Portland!(:

I had to wait 20 min to return one single item. There are tons of staff helping customers buying a new phone. I suggest there should be someone available to handle simple transactions like returns.

Unilocaler-​do! This Unilocaler knocked $ 30 off the monthly bill – that’s not chump change, but more $$$ for my next happy hour. Go into the AT&T store and check out the latest plans. Better to go in the store rather than wrestle with reps via the phone (always so confusing for me).
I notice the major smartphone service providers are providing some better deals now. Competition is getting tighter. So look at the AT&T «Next» 24, 18 and 12 plans – no contracts, increase your data GB for less, and smartphone (like the iPhone 6) costs are deferred in separate monthly fees. This lets you upgrade to a new phone more frequently. If you are confused, don’t be. Go to the AT&T store to save bucks on your bill.
By the way, it is a block from the Apple store. Catch my drift. Hello! Good-​by! Unilocaler-​do like saving $$$ on smartphones. Guess that makes me sort of smart!

If you like to drink and if you have an iPhone and if your service provider is AT&T, get the insurance. Trust me, one day you will be thankful for that insurance. Today is my day to be thankful for insurance and no hangover.
It is not cheap. It’s $ 6.99 per month (Verizon is $ 10.00), but still, if you are like me and you like to drink, ok, maybe even if you are sober and just unlucky, you will at some point thank your lucky stars for that insurance.
It’s easy to file your claim. You will just go online and answer 4 very simple questions. They make it easy, probably because they assume that you do have a hangover and you feel crappy about being drunk and not even remembering that you dropped your phone in the toilet. As soon as you answer the questions, you will be notified that you will see a charge on your next phone bill for the replacement cost of your new phone. For me as I have the iPhone 5c, my shenanigans cost me $ 149.00. Ouch is right. But it’s better than forking over the full price for a new phone. Next, you will get an email with a tracking number from FedEx.
Being phoneless has left me feeling like I lost a limb or something. First thing I did this morning was stalk that tracking number. They send your new phone overnight delivery so it’s already here and out for delivery.
What lesson did I learn from this experience? Always opt for insurance on your expensive phone and never take your expensive phone into the bathroom.
2014 — Review # 80

This store has always been quick and helpful. Today, I went in to exchange a defective iPhone, after having spent days getting the runaround from Apple about it.
The manager had the associate (Maddy) come with me to the Apple store across the street to vouch for the fact that my phone needed to be replaced, and Maddy stuck by my side until she was sure they were replacing my phone. Excellent customer service!

Went in today to add three more lines to my account. Nick was the most helpful!
He patiently explained how much would it be and the phones available. He made the whole process a breeze. Took care of porting my husband’s info from Verizon, add the three lines into my account and explained what were the best phones for seniors as two of the lines are going to my in-​laws and grandparents.
We are extremely happy with his service. He deserves ten stars!

Wow… this is by far the rudest customer service I’ve ever received at an AT&T store (and from what I’ve heard, that’s saying something!)
Picture it: The day after Thanksgiving day, 2012. As it’s Black Friday, any store should have ensured that they had enough staff to assist the masses that would pour in. But not AT&T. Apparently they don’t realize that there are other wireless carriers in town.
My mom and I walked into this store, and were initially courteously greeted by what appeared to be an AT&T sales representative — one of several T-​shirted folks milling around. But after smiling and supposedly checking me in, when I asked if she’d be assisting me, the woman said «oh, no, our job is just to make you feel comfortable when you walk in.»
Translation: Our only job is to smile and be friendly to distract you from the fact that there aren’t enough actual sales associates in the store.
My name was added to a queue system and put up on a video monitor. I was made to wait ten minutes for a sales rep, while the 5+ «greeters» continued to mill around ineffectually.
When a sales rep came up to me (finally) to assist me, I asked for an iPhone 4S in 32 GB. The sales rep looked at me, and told me that the store was out of stock, and that I’d have a hard time finding that size in all of Oregon. I remarked, somewhat annoyed, that the store shouldn’t advertise something for sale that it didn’t have in stock, to which the sales rep replied snidely, «thanks.»
Now, call me old-​fashioned, but when I walk into a store prepared to pay $ 200+ for anything, I expect to be treated courteously. If a store doesn’t actually have something in stock but advertises it nonetheless, that’s pretty annoying, and I’d expect an apology — not sarcasm.
I swallowed my frustration and just said that I’d take the 16 GB model instead. Then I asked the guy to waive my activation fee since I was a corporate customer. He started to give me attitude: «Listen, I’m trying to help you here…»
Okay. Seriously?! I can just switch to Verizon and get better coverage and nicer customer service. Why am I taking this kind of abuse from this jerk-​off?
So I spun on my heels and walked out of the store, dragging my mom behind me.
Verizon, here I come.