AT&T Store — Local services in Covington

First off, you lost a customer of 14 years. Me and my family have been with AT&T since they were cingular. But the passed 2 years we have been getting horrible customer care. We would be promised a phone bill price and every time it would be jacked up for some reason or another, but that wasnt what tipped us off. My fathers phone just stopped working on him. (plugged it in and it never came back on). So we visited this store here in covington, keep in mind we have never been treated like we matter here so it was not a big suprise. After speaking with one of the associates she informed us we are all eligable for upgrades exept for mine, she said it would be 90 dollars to upgrade mine. That was not a problem. We then left to go pick up my dad and bring him back to the store to pick out our phones after getting everything set with the workers there. As we get there the manager comes out to help, they brought out 3 phones we had picked out and they said those would work for us. As they set the phones on the table and we get ready to transfer, the manager is being super rude in the first place. Interupting all our questions and whenever we would try to talk to her she would cut us off and have off work topic conversations with her employees. She then piped up and said we will need to pay over 300 dollars to upgrade everything. We all looked at eachother and were very confused. My mother explained to her what was talked about with the associate and the manager said her employee does not know what shes doing nor what shes talking about (you could tell it hurt her feelings as she was standing there). She then continued to tell my mom to pay 50 dollars to upgrade her phone and that she could just give her phone to me(it also had issues) so now im looking at her in shock. She looked my dad stern in the eye and demanded the money without blinking. They lied for one, and tried to set everything up then charging my dad big bucks after we had been told over and over it was 90 dollars. My mother then looks at the manager and said "we were told it was 90 dollars multiple times i dont understand.." She just looked at my mom with no concern and said "well sorry". My father grabbed his card off the table and demanded we cancel the service and that we are done. We are tired of spending so much money on you guys every month just to be treated like dirt. The manager never even smiled once. This has not been the first time we have ran into issues. Ive had insurance cover a refurbished phone before that when i got it had a human hair in the protective film over the screen and it wasnt even over the screen it was just laying on top! It was gross!! We have been loyal customers for so long, its unfortunate AT&T has people in managment that are so rude! We have switched to t-mobile and since have had great service with a stable bill that does not change. I hope you guys get your employees under control because they had not a care in the world for our well being. 14 years is a long time and this is...

I manage a store. Because of that, I have a great appreciation of customer service that goes the extra mile. I’m also very critical of poor service when it happens (unfortunately, that is the norm).

I feel that it’s important to point out the incredible service my wife and I received at the AT&T store in Covington, WA from Jessica Corington.

Our holiday tradition is that I get the latest iphone for my wife each Christmas. It’s a plus for me too because I get her previous phone. I got her the iphone 11. A few days after Christmas, my wife Sheila visited the AT&T store closest to our home, which is the Covington location. It’s important to note that this is not the same AT&T store where the phone was purchased because it makes the service we received even more outstanding.

Sheila went to the Covington store for help in activating her new iphone 11 and also with deleting everything that was on the iphone 8 she was currently using. The plan was that I would then get her 8. Sheila was fortunate enough to be helped by Jessica. Keep in mind that Jessica didn’t get the credit for selling me the 11, but she was incredibly helpful for Sheila anyway.

The next step was one I was dreading. I was still using Sheila’s previous iphone 5s from years ago because I didn’t want to deal with the process of transferring information from that phone to another of her hand me downs. We had two iphone 6 Plus phones still in a drawer that I hadn’t “upgraded” to yet. The time had come and I couldn’t avoid it any longer. Sheila and I went back to the Covington AT&T store and I met Jessica. She not only remembered Sheila’s name from a few days before, but she even remembered my name from Sheila mentioning it. I’m in my early 60’s and I’m pretty comfortable with technology. I’m certainly not computer illiterate. Even so, I was not looking forward to the process of taking over Sheila’s previous iphone 8 and everything involved in it. To make it more involved, I had received an Apple Watch for Christmas and we were hoping that Jessica could also help us with activating that even though it wasn’t purchased from AT&T.

My story is too long already, but I can say that Jessica Corington not only made this whole experience painless, but it was also actually enjoyable! I simply couldn’t believe the level of service Jessica provided even though there was really nothing in it for her financially. I was amazed at how wonderful she was. Getting exceptional customer service is unfortunately very rare these days and I have to say that Jessica exceeded every expectation that we had! She deserves every internal recognition that AT&T does. We will not purchase from any other AT&T location in the future. Jessica completely blew us away and I hope AT&T realizes what a true asset they have in her.

Thank you again Jessica! We are HUGE fans!

PS: Jessica even remembered the name of our cat after her first meeting with Sheila....

My experience at this store was so bizarre that you would only think it will only happen in a movie. I came in around 11:06am two days ago on February 23rd to meet my parents because they have just bought the new iPhone for me as a late Christmas gift. It took an hour to transfer all my data to the new phone so we sat there and had a nice chat. At 12:10pm, the phone finishes the transfer and the original sales rep was not available and was working on his next sale which is fair but I wish he would have been more responsible and finish his sale because the person he sent over was very rude and standoffish. She has a bull nose ring and curly hair and she came over and claim she is up to date and informed on what we need to do to finish the process with the phones while she’s standing up and not sitting down with all of us which was strange at first. I handed her the new phone so she can take a look at it and make sure the transfer and everything was completed before erasing my data. She wouldn’t touch the phone and look at me with confusion and a nasty look. It took her a few minutes for her to realize that she needs to touch the phone and go through a few prompts so we can check to make sure all my data was transferred properly. The frustrating part was my parents and I had to convince her to touch the phone. After confirming everything was transferred she then tries to rap things up quickly for us to leave and I stop it and said can you go through a tutorial through my phone of the action buttons and AI camera. I saw a little bit of what Eric showed me but not all of it because I showed up much later she argued with us while standing the whole time distant. Just to remind you we’re all sitting down while she is standing up like she dosen’t want to sit down at the table with us like we’re different or our existence makes her comfortable. She gave us lazy responses on the operation of the phones and basically told us that I’ll just figure out all the other features on my own. Then when I asked about the warranties and question what else does it cover she had an attitude about it. After giving us our receipt and leaving my parents we’re so upset and I was so mad that their still people that treat people this way. We just want to be treated like everyone else just like a regular American person. Not looking at us on skin color but character and as living people. This is my experience and I just want to let everyone know about this because this is sickening. I was on the phone for hours talking about my experience with friends and family it’s absolutely ridiculous that she didn’t want to touch the phone because I touched it and she didn’t want to walk me through the phones features and customizable options and warranties and having to argue with us for asking a question is ridiculous! Never again, I’m going to...