AT&T Store — Local services in East Norwegian Township

My family went to the Att store in the Fairlane Village Mall in Pottsville, Pennsylvania. Our reason for the visit was to get help upgrading to an iPhone 11. We had done the upgrade online and received our iPhone 11 in the mail. It just would not correctly transfer from the iPhone 10 we were upgrading from. This is where the next 3 hours of the day went south. The employees at the store began working on swapping the phones. After more than 30 minutes they claimed that the iPhone 11 we received was defective. They were not willing to help or replace the defective phone we were instructed to contact either ATT customer service or Apple. Ok, not what we wanted to hear but fine we will do it ourselves. But wait, in the process of them trying to get the iPhone 11 to work they BROKE our working iPhone 10. They insisted they did not and it was working fine. Which was true while in their store and on their WiFi. Ten feet outside the store the phone was just a brick. We would turn around and go right back into the store. Employee number 1 continued trying to help, and he swapped out the SIM card twice. This is when we became liars. They refused to believe the iPhone 10 was not working. We stated many times they could walk ten feet outside the store and see for themselves. The phone worked fine when we arrived. We just wanted our $1000 iPhone 11 in service, but will not leave til they fix whatever they did to our previously working iPhone 10. Enter employee number 2! He was polite and began by swapping the SIM card out of a second working iPhone 10 on our account into the now broken iPhone 10. Phones working fine now. He suggests yet another SIM card swap. Frustrated we suggested just upgrading a phone on our account then giving that working phone to the number the non working iPhone 10 and 11 are currently associated with. The person I assume was the manager due to his tone interjects. He was upset and said to employee number 1 and 2 that they have already given two free SIM cards, and if they upgrade and the phone does not work they then have to do a return and pay the restock fee. That plan we suggested was immediately rejected. We are two hours in now and both of us have turned from frustration to dismay. Employee number 1 checks out, he’s no longer involved and goes to The break room. It’s right behind their desk and visible. Employee number 2 continues to claim the phone is working just fine and that we are not telling the truth, but wait he realizes the phone isn’t showing LTE. It’s stuck on 4G. He works on the phone a few more minutes and is triumphant! We ask what he did to fix it. His response is “I have magic fingers.” Sorry magic fingers ten feet outside the store the phone still is not working. We can now text but that’s all. We go back into the store for what seemed like the 123rd time. Employees scatter and employee number 2 just stands in shock. This is about 2 hours 35 minutes since we first arrived. They relent and call customer service. Well get ready to wait. That’s a wait time like you wouldn’t believe. While waiting my fiancée starts turning off and back on every setting in the phone and somehow clicked on something and gets the phone working again. Don’t ask us which reset worked but it did. Disgusted we informed the employees we had fixed the phone ourselves, and we left the store. It was a long miserable 3+ hours. At the end of that time we are exactly where we were when we started. A brand new iPhone 11 that will not work and still using the iPhone 10. But now know never to go to that ATT...

My wife and I were at the store November 6th. Both our old Galaxy S10e phones were evaluated by one of the workers there and we agreed to upgrade to the Galaxy S22 for free as per the signed contracted offer. The store didn't have the new S22 phones in stock and they were sent to our house. We were told that we could take our old phones to any AT&T store to complete the trade-in agreement. We took the phones to the AT&T store in Selinsgrove where my wife's phone was accepted, but was instructed to take my phone to the store in Pottsville since it was assessed there and they could not take it. So, back to the Pottsville store where now the manager looks at my phone and tells me it is not eligible for the free phone deal because the original employee did not look at the phone properly. He said she is new and didn't know how to check the phone correctly. He instructed me that the phone is damaged and they can't accept it unless it was fixed and I would be charged $800 for my new phone. I explained to him that that is not what was agreed upon and he told me that it wasn't their issue because she is new and didn't know better. When we first went to the store there was 2 employees there, both with less than 30 days experience with no manager. How is this my fault? Where else can you mess something up costing a customer $800 and say "not my fault I'm new"? So now I only have a couple of days to get my old phone fixed at my cost or pay full price to get a phone that I signed paperwork to get originally free. Not to mention I live an hour away from these store and have to waste my time and gas. Rude, unprofessional and not the way I was ever taught to...

Alex was absolutely HORRIBLE! He LIED about everything and set us up with our new phone. He had a lot of nerve deceivingly us like this. It was truly a lot of time wasted!! We thought we were getting a FREE phone without a contract....we asked Alex several times and he reassured us the phone was indeed free and no contract! Soooo many lies just to get a sale. Shame....shame on you Alex and AT&T. I will NEVER trust you again and you wasted so much time in my life that I will not get back. I spent countless hours on live chat, phone calls and in the AT&T store trying to resolve this problem ALEX caused....dude...in the future, be up-front so the consumer knows the phone is NOT free and there is indeed a contract....36 months! Free phone is $850 and trust me....you, the consumer is paying that phone price. We were told we had to change our phone number....ANOTHER MAJOR PROBLEM and was told we could change back to pre-paid....another lie! We were allowed to change back to prepaid BUT WE HAD TO GIVE THE PHONE BACK. When I brought up the subject of coming in and changing back to prepaid, that's when he told me after the fact, after our whole world was turned upside down. When I brought this to Alex' attention he said "Oh, it must have slipped my mind"....so blase blah about it! Absolutely terrible deception and con job! Buyer beware..... AT&T you need to train your associates and associates....PLEASE DO NOT LIE! The consumer will eventually find out!!!! And...