AT&T Store — Attraction in Newport

I really wanted to give this experience a 5 star rating, but unfortunately it did not end as I had hoped. I'll start with the positive portion of my experience. I was immediately greeted and helped within 15 minutes even while they were assisting other customers. I upgraded a line on my account. Both associates were pleasant and efficient. I didn't have the associate take the phone out of the box or apply the screen protector, as this phone was for my mom, and I was planning on transferring her content and applying the screen protector. I left the store and was very pleased with my experience. The transfer of my mom's phone content went well and we applied her screen protector.( Her 40.00 screen protector) I like to buy local. I know that buying an accessory is where an authorized retailer like this makes the most profit ( like when a theater sells popcorn). The screen protector had a small chip in the bottom. I recommend my mom return it to the store to see if they could replace it. They were firm that they couldn't replace it because they had no proof that we hadn't dropped the phone and broke the screen protector. And whiIe I can see that it could be a possibility...you have a 70 year old woman who hasn't made it a habit of coming in your store and ripping you off, asking for your assistance. The screen protector has a limited lifetime warranty. It would have been nice if the associate would have at least advised my mom of her options and maybe even helped her file a warranty on a product that was purchased less than 24 hours earlier. I phoned the store after hearing that they were unable to help my mom and again explained my situation. I was also told that it wasn't anything that the store could help me with. I filed a warranty with the screen protector company and paid the 9.95 shipping. I also called ATandT and expressed my concerns over the way it had been handled. They were kind enough to reimburse me for the cost of the screen protector. So I'm out for the amount of shipping and a bit of my time. I wish they had continued the level of customer service I initially received. Again, I bought local hoping for local small town service. In the end that...

08/09/22: DON'T be fooled by their boilerplate "Sorry... email us" [sic] 'response.' It's COMPLETE EYEWASH. I sent all they asked the day they asked 07/25 to no answer whatsoever. 07/21/22 I came in with a brand new factory unlocked Samsung Galaxy S22 Ultra (from Amazon) to which I wanted to transfer my current AT&T service from my old, now-obsolete phone (Samsung Galaxy Dash J260A). I currently have AT&T Prepaid $65 Unlimited Max, which w/Affordable Connectivity & AutoPay costs me $20/month.

Girl at counter had a real 'tude – talked down to me, said Prepaid is for cheap Walmart phones (like how dare I walk in there with a paid-for premium device) & Prepaid "can't support" an S22... which all-too-much later I learned is COMPLETELY FALSE.

She said the only way to keep AT&T with my new phone is to lock it up with a contract plan (ALSO FALSE - and she called this "postpaid," notwithstanding contracts typically aren't) at $75/month (no indication WHAT contract/features she thought she was talking about).

It's patently absurd on its face (if not intelligence-insulting) to posit that Prepaid (which among other things may include 5G, HD streaming, & mobile hotspot) is somehow incompatible with premium devices and/or inadequate to support one. I started to say so but saw I was wasting my time as she stared with annoyed, stone-faced arrogance – so I just turned around & left as she evidently wanted. Also the girl's boyfriend was sitting there waiting for her while she counted out her register tray before closing in 10 minutes, she seemed to think she had much better things to do generally.

06/2023: Finally switched my prepaid AT&T service over to my still-boxed, less-new-now premium Galaxy S22 Ultra: with no problem whatsoever. Just used Samsung Smart Switch & moved the SIM card to the new phone. Which I COULD have been enjoying FOR THE LAST YEAR if this AT&T store hadn't so misled me – nay: straightup...

Bad experience I went in to buy a new device to replace a phone I had and wanted to give my old phone to my son. I was sold on a two for one deal that would give me a new phone for my son if I turned in my old phone, The deal seemed all great, I turn in my old phone I was going to give to my son. because I was told he could get this new phone for free. Not adding a new line but an upgrade to his phone, all phones where paid off. It sounded all great until the guy could not order the new phone and told me no problem just call 611 and they would ship it to me..NOT att had never heard of the deal. so I call the guy and he said no problem come in and I will help you get the new phone. All within the 14 day cancel the whole deal process time frame. The gal at the deck was rude told me there would not and never had been a free phone deal without adding a new line. I told her and even showed her the message from the other guy that was helping another customer. She just repeated "I am just telling you the fact we have never had any free phone deal" I could wait for the other guy to be done.. when he was done he said oh that phone is out of stock and we can't get it. It was only while supplies last. so I asked for my old phone back and it was a flat NO we shipped it off can't get it back. So miss information, deals that are not real, can't return things in the 14 days, once you turn in your phone they sell it. RUDE misinformation and now I have no phone for my son to replace his and they...