AT&T Store — Local services in Danville

I’m pretty disappointed in the service I received yesterday. My husbands iPhone stopped working all of a sudden and said “No Sim” at the top. I called this location and explained what was happening. The sales rep stated “Oh that means you need a new phone. That wouldn’t be on AT&T, that means something’s wrong with the phone. I’m here until 7.” My husband ended up going to see what was wrong with it. The sales rep didn’t ask to see the phone, wasn’t asking what was wrong with it, was only pushing him to buy a new phone. This location didn’t have the model of iPhone he was looking for and said he was going to look at another location. The sales rep then says they are the only location open right now, implying that other stores are closed due to Covid-19. He was trying to sell him a model iPhone he didn’t want with a lot less storage and stated, “no one needs as much storage as you have. You can just delete pictures and it would give you more storage.” He asked us to come back when he is in the store since he helped us and so he could get the sale under his name. I decided to call the AT&T in San Ramon this morning, explained to them the issue and they said they would try to fix the issue with a new SIM card before selling a new...

Be careful when getting a new phone from this store.

I went into pre-order an upgrade of iPhones and the salesperson apparently had added AT&T phone insurance, called AT&T Protect Advantage, to my preorder without my consent or even knowing. I only found out after logging into my account online the next day. The salesperson never mentioned insurance at all during my upgrade procedure. If she did, I would have declined since I have insurance through my credit card.

Reading some other past reviews here, looks like someone else reported this happening at this same store as well.

When I went back to the store to get the insurance dropped, another employee told me the person who processed my upgrade was the regional manager. So, yes, this seems to be a standard practice for this chain of authorized AT&T stores.

Furthermore, this other employee kept trying to tell me that the add-on, which is called AT&T Protect Advantage, is not insurance. She says they sell a separate insurance called Assurance. LOL. I literally showed her the webpage from AT&T describing the insurance details of AT&T Protect Advantage and she was trying to argue with me that it is not what I think I'm reading.

Do not do business here for...

Amazing customer service!! I had the best help here and felt comfortable with the price and my plan. I came in here with very little knowledge on opening a new phone plan - I’ve always been on my parents plan and it was finally time I needed to open my own, but had no idea how. The manager Hooka was SO nice and helpful! He walked me through every step and didn’t try to upsell me. I also have an Apple Watch with cellular and Hooka helped me add that onto my plan too so I can finally use it! Def recommend you come here and look for the manager Hooka for all your needs and questions! 10/10 I’ll be telling all my friends and family to...