AT&T Store

chandler colbeck _{on Google}

May 15th, 2020

For a company that exists for the sole purpose of keeping people in touch while apart, AT&T is extremely ill-equipped to handle accounts for which family members live in different states. Their attempts at thwarting fraud (re: adding authorized users in the first 30 days, no in-store account changes for 90 days into service) make them so difficult to work with, you regret ever giving them your business. It makes you wonder whether you woke up in the Twilight Zone, where businesses are not required to deliver on the terms of their service and the customer is never right.
I got a brand new iPhone from AT&T that did not work right out of the box. Over the past few days, I have spent hours upon hours on the phone with 5 different AT&T customer service representatives, in person at an authorized retailer, and in person at an AT&T corporate store. None of the 10+ people who worked on my phone could determine the issue.
AT&T should replace this phone as they are the retailer from which it was purchased, none of their employees could determine what went wrong, and I am within the 14 day warranty window. This store would not honor their own policy for the reasons mentioned above: the authorized user on the account (my family member) made the purchase in Texas. As a result, I am a young woman living alone in DC without access to a phone (that I am required to use for work).
Normally when I have a bad customer service experience, I am able to believe that the representative is just doing their job. However, I can't even say that in this case as they refused to honor their 14 day warranty on new phones. The employees at this store need to learn to provide better, or at least more sympathetic, customer service, or they will lose business to one of their marginally less useless competitors.
Thankfully Apple values their brand enough to provide excellent customer service, regardless of whether or not they are at fault.

Scot Johnson _{on Google}

Mar 28th, 2020

Lazy and rude.
The at&t website specifically stated to visit a store to make the change I wanted for my plan.
Walked into this store and had to find a rep who was playing on his phone to help me. The rep immediately stated that I had to call to make the plan change and looked at me like I was an idiot.