AT&T Store — Local services in Danville

Will "NOT" go back. On 1/9/20 spent $750 on an Apple iPhone XR and accessories, the screen locked up 12 days later. Customer service provided by Adriana was good when she sold me the phone, however, not so good when I took it back to the store to request an exchange. Hayden plugged it in and it worked. He told me there was nothing wrong with the phone and if I wanted it serviced I'd have to contact the manufacturer. I told him there was something wrong with it and I had two other people try to get it working. We couldn't even power it off to restart the phone. He asked me if I knew how to power the phone off and on which had nothing to do with my issues. He reset the phone and said that should work. Clearly, he was not interested in helping me and was very condescending. I told him I'd rather just return the phone if I couldn't get an exchange and that I would go to Best Buy to purchase a new one. He told me he'd have to charge me to restock it and he couldn't give me my money back for the glass protector or the phone case. Against my better judgement, I decided to keep the phone and give it a try to avoid losing money and frustration from dealing with the AT&T billing issues associated with activation of the new phone, etc. The screen has since locked up again, I couldn't open text messages or answer phone calls. I was able to get it to work after playing with it, but I had to plug it into the charger and power it off and back on. I did purchase the insurance plan, which I normally don't do because I've never had success with them in the past so now I guess I'll have to deal with the frustration of trying to get a new phone from them. I'm sure I'll also have to purchase another $45 screen protector. How is it that you can return a pair of $40 jeans with no questions asked, however, you spend $750 on an item and you can't get good customer service!?! I tried to not give any stars, but I had to select one.....this store doesn't even deserve one star!!! Andriana was very sweet and empathetic. She tried to be helpful, but Hayden didn't seem to care that I was concerned that I had just spent $750 on a phone that's already having issues. He was very uninterested and condescending. I highly suggest making the trip...

We walked into the stire an were immediately helped. My phone completely shut down. 😒 the tech, Hayden ,was able to get the contacts and pictures. YEA !!!! But phone was shot. He said I should file a warranty claim, should be $ 50 and my model or the next one up. GREAT. So I tried for a hour to work with warranty people ! and those people were more than WORTHLESS !! warranty lady did not help. She was trying to replace my phone with one that was 2 models older, for ONLY $200. !! And she kept saying "it 128 Gmb AND it comes in BLACK, isnt that GREAT"!!! BIG DEAL & NO !! Said the store tech didnt know what he was talking about. ( when i went back to store, hayden SHOWED me the warranty pamplet with the prices. ) Warranty lady then tried to sell me a home protection plan, when my phone protection plan issue was not resolved. I hung up on her, went RIGHT back to store and bought a new phone AND also set up a new Directv account. 🙃 screw you warranty people, hugs and kisses to the local store and its employees DANVILLE ILLINOIS N VERMILION STORE !!!! We have a 4 phone plan, Hayden and Elijah have helped all of us, from my 26 year old son to my 95...

Elijah Venicia is very excellent! I'm old lady. He's kind, helps me in & out of store door, considerate, and he really knows his business! Expert with the techy items! Answers all my 150 plus questions😁. SO patient with me 🩷 Elijah helped me purchase 2 Galaxy 5 Pro 45mm watches last winter. Was so pleased asked for his card to recall his name. Thankful I had kept his business card; and I Pray🙏 he's still in this store when I need him again! Most recently, Elijah Venicia assisted me in purchasing my new phone. Once again, everything went smoothly with my transaction. He's such a great listener, and problem solver also. This young man should be rewarded for rendering superior customer service to a senior citizen with multiple needs & much assistance! Mrs. Glenn...