AT&T Store — Local services in Coos Bay

Considering the customer service experience at the Coos Bay AT&T store, I would like to share my observations.

Upon entering the store, I was not greeted with a warm welcome, which I found a bit unusual for a customer service environment. I patiently waited as a representative was assisting another customer. After approximately fifteen minutes, another gentleman approached and offered his assistance, demonstrating excellent customer service skills.

I explained that I needed to transfer my phone number from a FirstNet account to a regular account. He informed me that they were unable to assist with that particular request but kindly provided a direct number to call for assistance. He was patient and polite, ensuring I had the number correctly entered into my phone.

Before departing, I decided to call the number provided, as I had traveled a considerable distance. The representative on the phone stated that the store should have been able to handle the issue. I explained that the store representative had given me this number, and here we were. The phone representative mentioned that the store simply needed to replace the "IDME" SIM card with a new one to facilitate the account transfer.

Upon returning to the store, I was greeted by the same representative, who welcomed me back. I explained the situation, and the representative refused to replace the SIM card due to inventory costs. Expressing my frustration, I suggested calling the provided number to resolve the issue, but the representative declined, stating he did not have time or that it was not his responsibility. I expressed my feeling that I was being dismissed rather than helped. The representative then stated that I was acting angry, I subsequently said that he would know if I were angry and then banned me from the store indefinitely statimg I was threaening him. Thenheavy set rep stated i was acting childish. I requested to speak with the store manager, and the representative informed me that he was the manager.

I then contacted the provided number again, and the new phone representative confirmed that the issue could have been resolved at the store. The phone representative was surprised to hear what had transpired and documented the events. He clarified that all that was needed was a replacement SIM card or an e-IDME to transfer the phone to a regular AT&T account.

It is disappointing that the store management was not able to assist with the issue, ban me for a non-existent threat and I hope that this feedback can help improve the customer service experience. Luckily, I wouldn't have to use this store ever again and heavily weighting other cell phone providers due to...

I came in to get assistance with insurance claim on broken phone. Super nice young African American gal helped me. She explained that if I paid off phone she could help me in store but it had to be mailed in if still making payments. So I paid off broken phone & they took it. It still worked just had a cracked screen. Then we did the "what I thought was the insurance exchange, I was thrilled with their excellent service and how easy the insurance took care of everything. Well, they were slick, I'll give them that!!! I get my bill this month & I have charge for new phone on new contract. I went in to the North Bend Store to correct my bill to find out that they didn't do an insurance claim exchange, they put me in contact on a new phone, the same phone I just paid off that they kept. When I signed their document, I didn't read it, I trusted the person showing me the transaction as I had thought we were doing. I signed. They got me. Kept my old phone I just paid off and then gave me what I thought was refurbished phone since they had kept the other one. Anyway, I got screwed. Paid twice for same phone, they charged me an upgrade charge and now have to pay for the phone a second time. I can't believe they got me. Anyway, just beware. These super nice really helpful people are not there to be honest, they are there to make a commission and don't care that they lie to you about what you're signing. Just beware. These nice people are there...

I had the worst cell phone store experience ever! Mike and his co-worker took me on a rooler coaster ride fro an $800 trade in on your phone & get you the s23 for, basically free. He checkeg with his co-worker, and he too said yes. THEN, fter being advised to pick out case abd screen saver, sat down to complete the transaction, "THEN he asked if I was a pre-paid customer & when I replied, yes, he said," sorry, no deal.". Then, after telling him I was a retired RN, he said, " well, that's 25% off-that will really help!". Then he asked if my rn license was still valid, I said no. Again, " no deal. Finally, the other store associate said, " maybe you can get a "refurbished phone on line. I was so upset by the roller coaster they put me through, i felt like crying. I went verizon and got a great deal 15 minutes after I left At&t.i went back the the AT&T store to give them feedback & buy a case for my new galaxy S23.i tol the dark haired young man that I did not appreciate the roller coaster ride treatment from earlier. He then said, " MOST people understat what pre-paid means..." extremely insulting!!!.i will never advise my many friends & aquaintences to go to the Coos bay store.m hell, changing their deals and offerings at every turn. Mike intially said," No problem!"...