AT&T

Reviews 3

DA

Daniel Veloz Perez

Worst customer service ever from AT&T. It all started on June when I stop to Pasadena store to get my daughter a new iPhone SE for her graduation. Mari Cruz a sales associate help me with the process in which I was informed that I could get unlimited data if I switch my tv provider to DIRECTV which it sounded good specially having a teen with a phone. Through the process Mari Cruz informed me that she had talk to the manger for a promotion and that I qualified for a instore credit of $200 dollars that had to be used at that moment which I was a little hesitant about it but she convince me to take advantage of the offer and all I had to do was wait for a Visa card to pay the instore credit so I did. It was late November and still no Visa card and I had made payments on the instore credit items. I called the store and asked to speak to Mari Cruz which she was off so I spoke to Juan a store manager. I explain to him the situation since the begging at which his respond was "I need to talk to her and Ill give a call by Thursday" we were on Monday. So Thursday came then Friday so I contacted Juan on Monday 4 days after his promised to which he replied that he had no news and was waiting for DIRECTV to contact him. So I waited again one more week still no phone call from Juan so I called again and he responded "oh I forgot to call you but the Visa card is been mail to you" no apology no other explanation about the issues from the lack of service and attention from Mari Cruz and him. So the Visa card came in and guess what no $200 just $100 so I was upset so I called Juan AGAIN so I asked him why was I only getting half of what was promised to me so his respond was "oh wait it was $200 I taught it was only $100" so this means he didnt pay attention to my problem (lack of service) my reply was "wait you told me that you spoke to Mari Cruz and that you were aware of the situation" JUANS respond was "oh she has been back since she took days off back in November (fishy and dishonest). So I drove to store to finally put a face to JUAN. I arrive to the store with my daughter and it took JUAN more than an hour to finally fix the problem they had made and all this time my daughter was in need of a bathroom so I had her suffer for an hour why because JUAN didnt do his job since the begging. The whole process in the store no apology no explanations no customer service basically I felt like I was bothering them with my problem. JUAN and the other managers in the store are the worst at proving good customer experience (and yes I am talking to you; the woman manger next to Juan on that day THANK YOU for not helping and making me fell that I was bothering you in your work day with my questions). So my advice stay away from this store and if you must visit stay away from JUAN and MARI CRUZ you WILL HAVE A NIGHTMARE with their help. AT&T THANK YOU FOR THE WORST SERVICE I have ever been provided in our 18 years of partnership. Your lucky I need a good service provider and by service I dont mean your mangers and sales associates I mean the wireless service otherwise I would switching to VERIZON.

A

A Private User

Needed a power supply for a 2Wire Gateway DSL modem that AT&T sells. Went to the store with a printout from their web page of exactly what I wanted. The store representative turned a simple purchase into a complex and lengthy affair. He asked if I had AT&T wireless. I said yes and he asked for my cell phone number. I asked why he needed my cell phone for me to buy a power supply. He said that it had a warranty that needed to be registered with my cell phone. Really? I told him that made no sense since the DSL modem was going to be attached to my land line at home, and started to give him my home phone number. He threw up his hands and said that he didnt need it. I told him to just go get the power supply so I could get out of there. He finally complied. At home it turned out that the DSL modem had relatively poor wireless coverage so I went out and bought a good one (not from AT&T). Meanwhile, I decided to return the power supply that was no longer needed. I was handed to a representative who didnt know how to ring up the refund. She too wanted my cell number and was very confused when I told her I was giving her my home phone number. She found another representative who disappeared into the back with the power supply. After 5 minutes I asked the first representative what was going on. She said that he was testing the power supply to make sure that it was good. How long does it take to plug a power supply into the wall and test it? After another 5 minutes he reappeared, said it was good, and completed the refund. Both experiences were amazing for how long it took to do a simple purchase and equally simple return. These people dont know how to take care of customers. I wont be going back there.

NI

Nick Trikakis

I lost my phone so I tried to activate a sim card for my replacement here earlier. I didnt have my id with me so I was told by an associate to do it on the phone. I explained I tried calling at the Apple store down the street 5 minutes prior but since AT&Ts customer service line only operates from 5am-7pm pst. and it was after 7pm I was advised by Apple to try here... He figured it was worth a shot to call again from the store since he knew he could get on the line with someone... Not a good idea. I waited patiently for 10 minutes before he hands me the phone and says "if you need me Ill be up front." I was on the phone 26:16!! I was transferred to two operators from AT&T answering the same questions to each before the second operator explains he cant help me since Im calling from an AT&T store & an associate at the store should be able to do it quickly... The whole time I was on hold in the store no one asked how I was doing or if I needed anything, a water would have been amazing... I wasted 35 minutes of my day watching a store full of workers do nothing while a beats pill demo station played generic EDM hits. The painfully awkward small talk & hearing AT&T hold advertisements over and over didnt lighten the vibe at all either. When I finally hung up the phone no one from the staff acknowledged me even though it was on their phone awkwardly out of place for 15%-30% of their shift. Way I see it if you pay your employees to stand around on their smart phones wasting time while I do their job then why arent I getting a check?? Know your policy and stick by it.. Im sure the associate was just trying to "hook me up" or something by calling customer service after it was closed but he knew all along I needed an ID.