AT&T Store — Local services in Ashtabula

Have been with ATT for 16 years and am done after dealing with their customer service for over a week.

For a week and 1/2 I have been trying to just simply upgrade my phone.

I go online to order. I got a text message hey your phone is paid off you can upgrade! Installments showed I owed nothing. But when I went to checkout it said I still owed 1 payment. I go to the customer service chat. I am I am eligible for an upgrade at no additional payments. Even better he can do it for me. I get all set up. Ask him to switch the ship to address and get “gotcha”. I also mentioned I would like to trade in my current device.

I get checked out. Pay and get a email showing the incorrect address. I get back on chat a hour later to try and change the address to have the phone canceled. At this point I did not have time to reorder so I wait until later that evening. Go online, still showing I owe $27 in payment. Get back in chat. She says she can order. But I need to go decline my T and C. I can’t do that it just keeps telling me my response has already been recorded. She says she cannot help me then.

I then just go online and pay the $27 I don’t owe just to be done with it. Pay the taxes, set up my trade in. Later to get a email that says they canceled my order do to trouble shooting.

I get online to ask about it and a refund on the money paid for the canceled order as I share an account with family and pay them and they pay the bill. I am assured that both the taxes and the $27 charge will fall off.

The taxes did. The $27 got posted as an account credit. I get once again online with customer service. This guy decides to just ghost me on chat. After 15 minutes of no response, I left the chat and filed with my CC.

A few days pass. I get a message saying that they turned off autopay and the uverse has been canceled at our request. I get back on their chat. Tell them no one ever requested either of those things. I was then told anytime a payment is canceled autopay cancels. I did not pay with the same card that autopay comes from. Nor should that $27 had posted as a credit regardless, it should of either payed off the phone (which it was supposed to do, even though I don’t owe anything on the phone) or fall off. I was also told the uverse email was sent in error. When I said that now the autopay discount will take several cycles to start again I was told the transaction was done and nothing can be done. The transaction should never have been posted regardless. Once again you guys mess up and we pay the cost.

Last night I decide to give one more chance to fix this. Get in chat explain all the issues I have had. This person again tries to order my phone and runs into errors. 2 hours later I still have no phone ordered, no answers to why all these issues are occurring and also find out the first guy never told me I had to set up the trade in. I assumed he initiated it when I said I wanted to trade in. So his amazing work catalyst this whole thing from not changing the address to not giving me information.

From here I am told that I need to goto a store they will be able to order the phone for me. It even says under my canceled order want to reorder just take your ID to the store.

Closest store is 1/2 hour away. I get off work and drive to the Ashtabula store. Get to meet employees who had no care to try and help with the situation. What am I told… that the first order left the warehouse and they can’t do anything. The first order shows canceled on my end. It was canceled a hour after I placed the order. It never shipped. The phone was a preorder and not even released. What am I told to do, have a seat and they will connect me with their online customer service… you mean the same customer service who I have spent 4 hours trying to resolve this with who told me drive to the store. No thanks. As I told the employees I’m done, I’ve already started the process of switching services. Edit to respond to them: I have already switched providers. I already left details...

It is with great pleasure and profound gratitude that I do take this moment to pen a missive regarding the exceptional service rendered unto me by none other than the esteemed Adam Church, an associate of the noble establishment AT&T in the town of Ashtabula, Ohio. Verily, my experience was one most extraordinary, and in truth, it was an encounter that restored my faith in customer service to a degree hitherto unknown to my humble person.

Upon my arrival at the store, I was greeted with utmost courtesy, as if by a gentleman who had long known me and sought to ease my burdens with the gentlest of attentions. Adam Church, with a manner both kind and respectful, inquired as to the nature of my business, and I did lay before him the concerns that had brought me to this place. The matter at hand was one of some complexity, for it involved the resolution of a technical issue that had vexed me for days, nay, perhaps even weeks.

I must confess, dear reader, that I was somewhat anxious, for the issue seemed a tangled knot of confusion and frustration. However, Adam Church—unfazed and resolute—did not waver in his commitment to assist. With an air of both competence and knowledge that could not be doubted, he did set about the task at hand with a precision akin to that of a master craftsman working his trade. His countenance was calm, his demeanor professional, and his voice ever steady, as he explained the situation to me in terms that even a layperson such as myself could comprehend.

With great care and attention, Sir Adam did navigate through the intricacies of the issue, offering me several thoughtful solutions. He did not, as many would do, present a mere quick fix, but rather sought to ensure that the resolution was both lasting and satisfactory. His patience was boundless as he answered my many questions, taking time to impart his wisdom on the finer points of the service in question, all the while treating me with the utmost respect and kindness.

I observed, too, that he was not one to seek to rush the process, nor was he one to show any semblance of impatience. Nay, rather, he took his time with each step, ensuring that every action was done with careful precision and due diligence. This dedication to excellence is a rarity in this day and age, and I found myself thoroughly impressed by his unwavering commitment to providing me with nothing less than the finest service.

In the end, Adam Church did not merely resolve my issue; he did so in a manner that far exceeded my expectations. His skill, expertise, and genuine concern for my satisfaction left an indelible impression upon my heart. Indeed, I walked away from that establishment feeling as though I had been treated not merely as a customer, but as a valued guest in the house of AT&T, cared for by a man whose integrity and professionalism shone brightly through every interaction.

It is for these reasons, and many more, that I do wholeheartedly bestow upon Adam Church the highest possible commendation. He is a credit to his profession, and a shining example of what customer service ought to be. Should ever I find myself in need of assistance again, I would seek no other, for Adam Church hath earned my trust and admiration.

To thee, Sir Adam, I offer my sincerest thanks and deepest respect. May your efforts continue to be recognized, for thou art truly deserving of every accolade.

Yours most respectfully,

Lord Logan Kincaid, first of his name, A...

Utterly disappointed, after being an AT&T customer for over 10+ years, I have been misled and lied to. I have never considered switching providers until now. This issue started in September, I went to the Ashtabula At&t store to get an upgrade. During this process the sales associate informed me of a BOGO deal they were having for the Galaxy Note9. I wasn't in need of a 3rd phone but it was a great deal, and Christmas was right around the corner. I was told all that needed to be done was add a line to my account and the second phone would be free. I was informed that it would take a couple bill cycles for the discount to reflect on my bill but the charges would be credited to my account and I had nothing to worry about. Fast forward 3 months still getting charged for the second phone. When I called the 1st time, I was informed that it was a simple mistake that could be fixed and I needed to follow up with a call the next week. The following week I called back and was told (very rudely) that it was my mistake and that nothing could be done since I dont have At&t internet or cable services (At&t internet isn't available where I live) this representative hung up on me. I called right back and talked to another representative in the customer loyalty department. I was told I needed to go back to the store and have the store manager send in a request for the error to be corrected. So I went to the store to find out the current store manager is new and wasnt the manager when I got the phone, that manager was no longer with the company. Was told that the particular location had a lot of issues and the new management was working hard to correct it the new management apologized and said he would do what he could to fix the error that had occurred within his store. Ultimately he was unable fix it since he was new to the store. Ending up with a bill over $300 each month is NOT something I would have ever agreed to. The fact that At&t customers service has made it out like this is my fault, when I was told by the salesperson something that is obviously not true just to make a sale is unacceptable. As a customer that has always spoken highly of great service, in store and over the phone. At&t I expected...