AT&T

Reviews 3

LE

Leila Rahil

Absolute worst customer service here! Came in a week ago to upgrade to the iphone 6. The girl that did my upgrade had the approachability of a porcupine, but whatever, I wasnt there to make friends. She did the upgrade fairly quickly and I was in and out in just under 30mins. A few days later I get an email saying that my acct will be charged for my first months of my "Mobile Protection Plan"...really? Thats funny, because I definitely did not enroll in this. So I go on AT&T chat to have it removed from my acct and they tell me "Oh, you enrolled when you upgraded"...only problem is that I did not. So watch out here that they try and enroll in you things you did not electively do so yourself! Also, the girl set up my phone w/o offering to do the backup, so I had to erase and reboot and then do the upgrade to ios 9.2 because the 6 comes preloaded w/ios 9, so any icloud backups done in 9.2 will not be available. When I went back in, literally 5mins after I walked out and asked they guy greeting at the door how to get my icloud backup, he said that they dont provide that kind of support at this store, but I can call Apple or try backing up from iTunes. Gee, thanks. Then, I came in today because I needed to exchange my recently upgraded iPhone 6 from the 16GB to the 64GB. My 5s was 16GB and I never had a problem w/storage, but w/the 6 apparently the files are ginormous so you are eating up your 16GB just to run the phone. That would have been something nice to know when I came in for my upgrade because I could have saved myself the headache and $35 restocking fee to get the extra storage. I waited 20mins to get facetime w/a rep and what should have been a quick and simple process, instead turned into an 1hr ordeal w/no apologies and attitude from the sales associate because I was frustrated! Seriously, went through the whole rigor morale of the exchange, did the signature and then he realizes that he grabbed a 6s instead of the 6. So he goes to get the 6 and makes several attempts to make the swap, to no avail, so then he enlists the help of another associate and that doesnt work, so this goes on for a solid 30mins with very little communication as to what the actual problem is. Then, they have me authorize the refund for the returned phone and I swipe my card. They think this will fix the problem and it does not. So the other associate attempts to make the exchange on an actual comp terminal instead of the ipad they were using and it still doesnt work. The best part is that while the other associate is doing this, Jean, my rep, who was cordial enough in the beginning, but went downhill fast, is dinking around on his own cell phone!? The other associate still cant fix the problem, so Jean tells me he is going to have to their tech support on chat. Thats when I let out a sigh (I had been very patient up to this point) and shake my head and instead of apologizing he has the nerve to say "What?! Are you afraid this isnt going to work or something?". Are you kidding me?!? So I tell him, surely he can appreciate my frustration at the fact that a simple exchange has now taken an hr and it is still not fixed and it was because he grabbed the wrong phone? Then he defensively says "No, it wasnt because I grabbed the wrong phone, there was an issue w/the the upgrade, return, and exchange, so even if I had gotten the right phone, you still would have had to wait". Again, no apology. Finally, tech is able fix whatever the supposed problem was and I get my phone. Then all of a sudden its "Ok, so you are good to go, have a good holiday" and then walks me to the door and holds it open and says have a great evening and safe drive home. And thats the irony of this place...initially nice customer service, but awful one on one. You can sugarcoat a turd all you want, but in the end, its still a turd. I will never come back to this particular store again and if I didnt have my grandfathered unlimited data plan, I probably would not stay with AT&T.

CH

Charles Hawkins

RIP OFF ALERT!!! Deceptive trade, bait and switch, LIARS!!! I went in last night to move from Sprint to AT&T, after seeing several AT&T free iPhone ads on the internet and on TV. I was greeted by Mathew "J" who politely offered me options which in the end were nothing but a pack of well crafted LIES!!!! 1) First, after talking with Mathew about this concern in detail, He promised he would not make a "hard hit" on my credit, but he did it anyway. He said" We never do hard hits, only soft inquiries that do not affect your score" ...LIAR!!! 2) He then said he was going to give me an iPhone and all I had to do was pay the sales tax!!! But afterword when I received the already processed paperwork and my card had been charged, it showed to be an installment agreement the phone was not free and in fact I was being charged over 1000.00 for the exact same phone Sprint was selling for 799.00. 3) Then, he promised that the monthly bill would be less then my current Sprint, but the next page given me after the fact showed the bill ending up being over 20.00 more for less service!!! 4) That evening and the next day when I attempted to cancel my contract and get the UNAUTHORIZED credit inquiry removed my credit report, I got a big fat run around from both customer service and the sales people and the managers at the store. 5) When I confronted the staff (Alex) at the store with a copy of the AT&T ad from their website describing their fabulous "free phone" offer when bundles with a 29.99 dish package (which would have saved me money on the phone service, TV, and given me a free iPhone) he told me that AT&T did not even offer a 29.99 dish service and the ad was wrong and they had been trying to get corporate to change it.. Of course! Im sure! AT&T, the worlds largest communication company make mistakes in their ads on a regular basis and then keeps them running for weeks after they become aware of the mistake! Right!!! From this experience I will never darken the steps of any AT&T store again and I would advise anyone to do the same. I also intend to let everyone I can know about this awful experience!! So at the end of the day I went back to Sprint and saved 200 on the equipment and I saved 20+ dollars a month and continued my unlimited data plan which blows away the AT&T 3 GB plan Mathew was trying to con me into accepting. Well in conclusion BUYER BEWARE!!!! ...RUN! RUN! RUN! ...away from AT&T wireless!!!!!!!

MA

Mandie Kelley

The AT&T store located at 10001 Research Blvd #130, Austin, TX 78759 is the absolute WORST location EVER!!! Weve been with AT&T for several years now and never received customer service this terrible! In May, we went in and wanted to add a phone to our account. However, we found out today that we were LIED to by a rep named VICTORIA that apparently no longer works there (wonder why???!) We were told that they had a promotion going on "buy one get one free" on the LG G4 so we did that... upgrading the two phones we already had just paid off and then added an additional phone. The deal was we would receive everything that we paid on the third line back after 3 months (the $90 down payment plus all of the installment payments). As of today 4 almost 5 months have come and gone. 2 wasted trips back to the store later, we find out that was never a valid promotion on the phones we bought! We asked to speak to a manager the second time we went into the store and an hour and a half almost 2 hours later we were basically told that there was nothing that they were going to do. And that I would have to call customer service to get the issue resolved myself because, again...they were not going to do anything. Foster the lame excuse of a "manager" on duty at the time had been walking around us for a good hour acting like he was busy but doing nothing in reality; got angry when we would not just leave after he told us he would do nothing. That is the worst customer service I have ever received from AT&T. This store makes Sprint look like a good phone company. The right thing to do would be to honor the LIED about promotion that I had paperwork on instead of taking it personally. GET EVERYTHING IN WRITING FROM THIS STORE!!!! Even with that its going to be a long ordeal. Really just go to another location totally.