AT&T Store — Attraction in Stockton

After upgrading 4 of our phones, adding a line, and purchasing two watches 2/15/20 my wife and I were concerned upon receiving a bill of over $700. We looked at our account to learn of a ton of fees, a next up charge we did not approve, and changes to our plan that the service representative, Brenda, failed to give any information about. A notification came through text as well telling us our HBO was cancelled due to a plan change. We were under the impression our plan was remaining the same just adding another line for an additional $20 per month. Also, one of the phones we purchased had a faulty battery and the SIM card on the new line we purchased was not even activated. We returned to the store to discuss the extreme changes to our bill /plan and fix our devices. Talking with an Assistant manager, Hector, He tried to explain why none of the activation fees were mentioned. He felt Brenda thought maybe those fees would be automatically waived due to us being county employees. However, he was not able to resolve our issues. He said that he also could not help us with the new phone’s faulty battery. He deferred our situation to his Manager, America Lara, to get more information and said she would be contacting us. We decided to return our watches but he asked that we deal with America to do that. After not hearing back from America we returned to the store a few days later to return the watches and discuss our plan. Another Assistant manager recommended we return to talk to America, since she was already supposed to be working on a resolution for us and he was unfamiliar with the situation. We mentioned our concern that our bill would be automatically deducted soon and we needed to resolve our issues quickly, especially returning the watches before the 14 day period. He said she would call us by Friday and we received a text the next day saying the same. Friday came with no call. In the meantime we had been in contact with Customer Service about this situation, our internet problems, and DigitalLife. This department told us to go to the store that night to take care of the problems and also gave us America’s contact info, as well as the area manager. She did not answer her line. After doing research we decided to go to the store to return all of our equipment and start a new plan with another service. We had lost confidence that ATT would be able to provide quality service or a bill acceptable to us, given what we already had in place before upgrading. Fortunately, the Assistant manager who met with us Friday night 2/28/20 happened to be Yonic. America was still unavailable but he was ready to look into the situation for us personally and figure out what he could do to help. We explained everything to him and he told us straight away he would take care of the returns immediately as there was no need to wait. He recruited Yuri to assist him as he trusted her patience and competence would help to serve us as best possible. While she efficiently researched our plan info he began tackling our device issues one at a time presenting us with better and immediate options. They both worked as a team to illuminate the differences between plans, pricing, and even found more features that would benefit us. He was sincere in his empathy to our frustrations, skilled at helping us navigate our options, and thorough in developing an understanding of our situation to figure out the best way forward. Not only did he find the best plan for our needs but he also discovered ways to improve our service/capabilities. Yonic was personable and charismatic. We genuinely enjoyed his company. Yuri was incredibly supportive and sweet. Without Yonic’s leadership and dedication, I have no doubt we would have ended our relationship with ATT cellular Friday. We have already canceled our DigitalLife this week due to poor service and are still struggling with our internet service. Only because of the care afforded us by Yonic, when other management seemed to be avoiding communication and putting us off, we remain...

If I could give no stars, I would! Went in for a phone upgrade seeing as my phone had gone kaput the night prior and was told that since the physical appearance of my phone was in perfect condition, all I had to do was find a way to restore the phone and delete all of my personal information inside in order to receive a trade-in value of $350. This was discussed prior to me choosing the new phone and highly influenced my decision to splurge for a device with more storage. Within about 15 minutes of restoring the old device, we proceeded with the trade-in and were then told we would only be getting back $17 because the screen wouldn't turn on. This was completely to my surprise because not only was the employee aware of our issue but the manager on scene was also made aware of the condition of my phone (screen was flashing upon arrival but completely black by the time the device was handed over to them). The manager (Megan), stated that all she needed to do was see the phone flash in order to enter into her system that the screen was "in working condition "... all while Edwin stood beside verifying it had done so previously (minutes ago) but she stated that we weren't doing the trade in while the phone was flashing so she needed to see it right then in order to proceed with the trade-in which would result in me getting my $350 off. In the end, the trade-in was null and we were lied to. Upset over the splurge I had made, depending on the $350 trade-in I was guaranteed from the very beginning, I asked about getting an exchange for a more inexpensive phone and Megan stated that we would have to pay a $55 restock fee... now out $350 but also $55? We decided against this because at this point in the visit, I was ready to leave to avoid further frustration. To add to the lies and runaround we received while at ATT, the account holder (my mother) received a notification of change in phone plans for our family line. She called ATT for clarification and they started that while I was there purchasing my phone, I had authorized a downgrade in our account which resulted in the loss of a plan we were grandfathered into (which is no longer available) after being with ATT for OVER 20 YEARS. The only interaction made that day was the purchase of a new phone outright. A new or different plan was never discussed let alone authorized. Nothing was signed and I definitely didn't authorize anything verbally. Needless to say, we are absolutely disappointed in ATT service and are actively working on looking for a new provider so that we can part from ATT. Everyone in my family is beside themselves because of this entire debacle and we are making everyone we know aware of how ATT does business. Shady...

Shout out to the AT&T Customer Service (CSR) Store at 5756 Pacific Ave in Stockton, CA! My phone had been in SOS status for at least 3-4 days. I thought one of my grandchildren may have hit the emergency button, causing the phone to default into this status. The phone was dead as a door knob. I tried every YouTube hack I could find online, but none of them worked. Disheartened and discouraged by what use it would be to drop-in at the AT&T store, I made my way there on Valentine’s Day. With a little research, we learned that the phone had been shut off by a 3rd party emergency agency whose representatives had now taken a very unwelcoming tone and position with the AT&T CSR. Although the CSR was interceding on my behalf, he too was hung-up on as well. The store manager apparently noticed the time and energy his agent was now spending on this matter as he well. The manager did not come and take over, neither did he micro manage. He gave his CSR the needed latitude to continue working his magic while tapping an agent source that could seemingly solve the problem. They began working the problem from both ends. What great team work! Watching them organically align and attack the problem was inspirational. We were already greater than 3 hours or more into this thing but they were undaunted. And, the support team member was a skilled master in the 3rd party service offering that had gone so wayward. This kid was skilled and moved with an agile resolve that incrementally knocked down every up-cropping problem until we got to seemingly impossible ‘YES’. The problem was solved. Thank you all very much. It’s important to also mention the young lady that originally began working on this issue before passing it off. I celebrate this team, and wish to hold them out as a great example of...