AT&T

Reviews 3

JO

Johnny Koplitz

Be careful of what they tell you in the store versus what the companys policies are. We ported in two phone lines and were offered a "free iPhone 7" if we ported. We already have several GSM compatible devices that we planned on using, so we asked if we could still do the free iphone promotion and give the iPhone 7 to another family member whos on another GSM network. We were told by both the associate Shayna, and the manager on duty Katrina that the phones come unlocked on day 1 like Verizons iPhones, and it should be no problem at all. This was their words not mine. We later found out when we called customer care to activate the phone that this is against AT&Ts unlocking policies and that the phone would have to be paid off in full and it would void our monthly bill credits for the promotion if we did so. Customer Care advised me to return the phone to the store and that the store would waive any restocking fees due to the store reps giving out wrong info. Upon returning to the store I spoke with Shayna about this situation and asked her if she was aware of the companys unlocking policies. She acknowledged the policy despite having told my family and I the complete opposite information only a few days prior. I told her we could forget the whole thing if she apologized and waived the restocking fee due to her and Katrinas error per the notations on the account. Noticing that there was a situation the manager on duty Anthony came up to me and almost immediately turned hostile. Anthony began accusing me of trying to steal the iPhone 7 and commit some kind of fraud against AT&T, and began talking down to me in a condescending manner among other choice words. I know I look young for my age, but I did not deserve to be treated like that. I Ported in two lines, bought a tablet and a smart watch, and merged the account with my existing Direct TV service and this is how Anthony treats me??? Theres nothing fraudulent about my account or anything Im doing. I immediately told Anthony to knock it off with the aggressive attitude and the false accusations. I never once raised my voice or swore at anyone in the store. He and Shayna disappeared into the back room for about five minutes or so to make sure they had their story straight. Shayna came back out and told me she would take the device back but would not waive any restocking fees. I told her that I didnt feel she or Anthony was doing the right thing and again I asked her for an apology to make things right. She told me "N-O spells no" I told her that her survey scores will represent my treatment overall in the store. It was at this point that Anthony signaled another female employee who rose her voice at me and said "sir youve made your point and arent getting anything you can leave". Shayna handed me my things and began escorting me to the door. My last words to her at the door were "so is this your way of asking me to leave because you wont apologize?" She gave me a nice big sarcastic have a nice day and let me out the door. I ended up speaking with someone in AT&T Retention department who corrected many of the problems on my account caused by this retail store. Took the retention person five minutes. They advised me to always buy phones and accessories online. These store front people are on a strong commission structure and once they close the sale youre dead to them. This is a warning from AT&Ts own retention department. All Shayna and Anthony had to do was follow the notes on my account and apologize. instead they took the dirty car salesman approach and chose instead to sacrifice their integrity and honor. AVOID THIS STORE AND BUY YOUR STUFF ONLINE!!! Accessories are way cheaper online anyway.

TR

Tracie Williams

I had been an AT&T customer for years. I decided to try out Verizon due to coverage in Northern AZ. After a year I decided to go back to AT&T. AT&T had great promotions to switch over. However the employee Lauriann K did not explain the promotions correctly. I was told that if I turned in my Verizon iPhone6 and gave ATT my last bill, ATT would cover my switch over cost from Verizon. I was given accessories and told these were additional promotion items. I specially said, if it reduces my payoff to Verizon then I didnt want them. I was assured that was not the case. I was setup on the shared plan for my iPhone and iPad. At the first bill, I realized the account was setup incorrectly. I did have the shared plan on the iPhone but it was not sharing with iPad. The iPad incurred overages. ATT gave me a partial credit and said the account was setup correctly. I received my Verizon payoff money and realized that those free accessories were not free as Lauriann said. I called into customer service but was told to go back to the store. I was also told at that time that my second months bill was $1200+ . The account was still not setup correctly. I have opened multiple cases with ATT, they admit the account was setup incorrectly but never get the appropriate approval to refund the account. I went back into the store. The associate called corporate another ticket was opened and I was assured that the phone service would not be suspended. 5 days later the service was suspended. I went back into the store to be told that they couldnt help and to call customer service. I said no. I spent 5 hours straight a few days prior with no resolution. I then told the store associate that I wanted to cancel all services. He said to call customer service. I said no. I asked for a supervisor. They called into corporate and opened another ticket. Everyone agreeing that the account was setup incorrectly. They would not reinstate the account while the case was in review. I cancelled all services at that time to be told that I owed $700+ for the iPhone even though I had turned over my other phone to them. I am very dissatisfied with both the corporate customer service and the customer service at the store was pathetic at best. Most companies stand behind their employees mistakes and make it right with the customer. I will warn all my associates to not go to this particular store. They dont want to help and tell you to call customer service. If you really want ATT service go to any other store in the Phoenix valley. I am reporting this store to the BBB.

DE

Derrick Johnson

It is an outrage that there is not an option for no STARS. We had the most outrageous, dishonest and deceptive experience with the "AT&T SWITCHER " PROGRAM. The buyer should beware and understand you are a " mark" the second you set foot in this store. The up to $650 rebate is a scam. Ask your sales person to explain how one might obtain this amount and watch the dancing begin. We even had hard copy online chat transcripts which clearly contradicted and illustrated the deceptive business practices employed by the company. These are apparently condoned by employees and their so called store manager " Anthony." More on him later. Our sales person " Aaron" clearly understood what deceptive practices were clearly being utilized but" apparently" was powerless to do nothing more than run to the manager i.e. Anthony. In the meanwhile Anthony sensing there was an angry customer conveniently hid in the back room and didnt have the decency to come and speak to us once Aaron was dispatched to get the manager and come discuss the situation. Ironically as we were leaving the manager magically came out from hiding in the back room. Being a veteran of Fortune 50 company business practices, it is the managers job to address angry or dissatisfied customers. It is not his job to dispatch a team member (Aaron) to in essence tell us there was nothing he could do. If this is the job of a manager in the world of AT&T, then no wonder they have to rely on bait and switch tactics to generate business. I could go into more specifics but I gave my word to Aaron that I am escalating the dishonest business practices as far as I can take it PLUS contacting the regional office, corporate HQ to further expose the absolutely shoddy manager named "Anthony." In addition I plan on contacting local media, yes I have very good contacts Aaron and Anthony, the BBB to additionally expose these business practices. AT&T should be ashamed to have this quality of poor and grossly disinterested management, sales team and related business practices at such a high profile store. Consumer you are warned. Avoid this location and, frankly, AT&T "Switcher" program like the plague.