AT&T Store — Local services in Beloit

Buckle up for a loooooong story. If you don’t want to read all of it- just know don’t go to Beloit. Make the drive to Janesville.

If I could give 0 stars to Beloit - I would. In July I walked in to the store and inquired about switching from Verizon. If AT&T paid off contracts or not. The store manager, Via told “yes absolutely- anywhere from $300-800 per line. Anything under we don’t pay anything over you can pay the difference” I thought awesome and immediately went home to grab my husband and all 4 of our phones. When we got back, the store manager was on break so a newer girl helped us, but at the direction of the store manager who was on the phone with her. They told us we could keep our Verizon phones and then later upgrade whenever we want. Great. So we get through the entire process of switching the phones over and the store manager then walks in. She tells us she can waive the activation fees if we sign up for some household electronic insurance program. Also tells us we have to have insurance on the phones immediately but we can always cancel later but have to call in to do so. They put us in the highest plan even though I told them that we didn’t need the higher data plans. They then told us that it’s the same price as the lower with our discounts. They tell us we are all set to go and thank us for our business. I then ask how to get our Verizon paid off. Via goes on her computer and types some things in and says “oh wow. I guess that promo ended - we can’t pay off your Verizon installments. You’ll have to go back to Verizon and have them port you back over” UMMM EXCUSE ME WHAT!?! We had nearly $2000 worth of phones to pay off.

We end up calling Verizon. They told us they could port us back over but we’d loose all our discounts and still would have to pay for the phones out right. So then call ATT’s customer service phone number. I tell the woman the entire story. She then tells me that none of this should have happened that the promo we were told about ended 6 weeks ago, that they can’t refund activation fees based on signing up for a different program, that I didn’t need to have insurance instantly because they were not issued by att and the plan they put us in was going to cost us and additional $100 a month and we would be much better suited for the lower plan. She did say there wasn’t anything that she could do for me over the phone.

I ended up getting in contact with the store manager in Janesville and he confirmed all the things the customer service lady told me and that he would contact his district manager to see if there was anything they could do. I go back to the Beloit ATT the following day. The Beloit district manager happened to be there. I spoke with her for a few minutes. She didn’t seem very concerned about what happened. But she did know about the situation and told me that could fill out an exception form and I would get a bill credit for the difference, but that meant that I had to pay Verizon directly for my phones. She told me she’d be in contact within a week. She gave me her email address. I did send her an email to confirm all the things she told me. She didn’t respond to my email.

At this point just a waiting game. The next week. I got a call from the assistant of the president of ATT. There was a claim filed about all of this and she was calling to make it right. After a couple weeks of gather information and submitting various request and going to the Janesville store. Karen finally was able to make everything right. I am so thankful that I pushed further because wouldn’t you know, I never heard back from the store manager of Beloit or the...

This is a shout out and a big THUMBS UP 👍 for a'Rock Star' manager for Att in Beloit Wisconsin named Via Franklin, she is a very nice, incredible and amazing person all rolled into one package. I had the experience of her expertise and professionalism for the past few days. Her knowledge of the job and knowing her craft, I can say she definitely knows the 1,2,3's and A'B,C's of what all she has to cover to do the job expeditiously. My phone issue was handled in such a manner that I give her praise for her patience she showed and on too of that as customers were coming in she greeted everyone with a smile, asked what she do to help them with and proceeded to do so, multi tasking with a couple of customers at the same time. Her talents were impressive. She never lost sight of what she was doing for each customer and everybody who's issues were dealt with, left with a smile and the satisfaction of the help that was received. She is a valuable asset to your organization and should be recognized for such. Her strengths were also widely recognized throughout all interactions I witnessed as well as my time working with her. As stated before she is a great model for what Customer Satisfaction is given when you are being serviced by someone whose professionalism goes above and beyond. I salute Via Franklin- Amazing Manager and Dedicated Employee!!! Thanking her so much for making my experience...

Came into the store last minute, 30 minutes before close because my sims card stopped working, luckily Molly was working! She greeted us as soon as we walked in and let us know that she would be with us as soon as she was done helping her current customer. When she was able to help she was friendly, courteous and very knowledgeable. Molly was able to help me get my phone working again very quickly! I’m usually one to order things online but from now on I’ll be stopping in store for all my cell needs because of Molly! Give that...