AT&T Store — Attraction in Northville Charter Township

Note: I am writing this commendation for Edgar Duenas (Assistant Manager) at my husband’s request, while he is away on a business trip. Edgar personally assisted Jim, at this Northville location on Saturday, October 20th, 2018, and received absolutely stellar customer service!!!

Here is our backstory: We have been AT&T customers (receiving both wireless and U-Verse services) for over eight years. Overall, we have been satisfied with AT&T customer service, until the last two months. In late August, I contacted AT&T by phone, to request a due date change on our combined wireless/U-Verse bill. My request was simple: we are paid once per month, on the last business day of each month, and we would like our due date changed from the 1st of each month to the third of each month. I spoke with two individuals during this request, including a supervisor who agreed to the date change request. Thirty days later, we receive notification through our AT&T app that our due date has been changed to the 16th of each month (something we clearly did not request) and notification that our bill (which we received in the mail each month) was now paperless, despite not making this request. Additionally, due to the due date being changed to the 16th of each month, our entire statement period had been changed, resulting in additional fees being charged to our account, in the amount of $49.56. Fast forward to October 20th, 2018... despite keeping a paper trail of speaking with 8 AT&T supervisors over a six-week period, we were still unable to get our date change request, our paperless bill changed back to a paper bill, along with a credit of $49.56 that had yet to be issued to our account. Jim walked into the store, spoke with Edgar about the myriad frustrations regarding the lack of competent customer service from AT&T, and Edgar immediately set to work calling appropriate staff to get these problems fixed. Edgar was a patient, thoughtful listener, who clearly empathized with Jim’s exasperation. Moreover, Edgar demonstrated both his efficiency and management skill set, effectively resolving each and every issue that we had been unable to resolve by phone with AT&T staff. Many, many thanks to Edgar for his professionalism and friendliness while giving Jim exceptional...

Please do not use this store. They are not an At&T store, they are an “authorized retailer”. Their staff are predatory sales people who can make dishonest deals based on the fact that you can’t cancel contracts with them.

Here was my experience:

I went to a corporate retailer when my phone was due for an upgrade. I got a great deal, and ended up getting a new phone. I suggested my wife head to the store and see if she was eligible for a similar deal. She chose this store.

The rep convinced her that if we added a third line, we would save money on our monthly bill. We gave it a couple of months for all “activation fees (which are a joke) to fall of the bill. Looking at the first bill that represented what the new monthly would be, we saw it was almost $80 higher. Almost exactly the price of the new phone. Weird right?

Upon contacting AT&T, the rep from the ACTUAL COMPANY AND NOT A JOKE VERSION LIKE AN “AUTHORIZED RETAILER” told us that we had indeed experienced a bill increase of around $80. I filed a complaint against this store, and the rep adjusted my bill by about $30/ a month. They told me that I needed to return the spurious phone I was sold in order to recover the other $50/ month.

Today I tried to return the phone, and was told, “we don’t return phones at this store. You have to go to a corporate store to do that.”

I said, “I think the contract is canceled, I just need to return the phone (for which I didn’t have the box).” The employee told me they can’t take it without a box. I confess, at this point I used strong language to describe their store and dishonest business practices.

I left with no resolution. I will be canceling my AT&T contract as soon as possible and moving to another service. My cancelation from AT&T after more than 10 years as a customer has EVERYTHING to do with this specific store and their predatory practices as well as lack of client service.

I recommend removing this store as an authorized retailer, and terminating any staff found to be engaging in...

I recently visited the AT&T store on 18845 Traditions Drive, in Northville. My experience was nothing short of excellent, thanks to the outstanding service provided by Simon. From the moment I walked in, he greeted me with a warm smile and a professional demeanor that immediately put me at ease.

I had several issues to address, including not being able to access my account online and not being able to see my bill. Simon listened patiently to my concerns, explaining each step clearly and offering multiple solutions tailored to my needs.

What impressed me most was his depth of knowledge about AT&T's services and products.He didn't just solve my problems; he educated me about my options, ensuring I left the store not only satisfied but also well-informed.

The service was swift, efficient, and personalized. Simon made what could have been a stressful experience into a pleasant one. I felt valued as a customer, and that's rare these days.

If you're looking for someone who combines technical expertise with genuine customer care, ask for Simon at AT&T. You won't be disappointed.

Thank you, Simon, for your dedication and professionalism. You've turned this customer into a...