AT&T Store — Local services in Eau Claire

A friendly young gentleman assisted me and my husband. He was helpful and honest and spent much time helping us. I was not going to have us switch over but his customer service is what made us make the decision to switch to AT&T. We visited 3 times for our transaction. Throughout our time, the veteran staff did not seem helpful to him. At our 2nd appointment, his coworker(s) seemed annoyed at his asking for advice/help and there seemed to be a scuffle occurring amongst them during our hours there. The young man helping us handled it very professionally but others did not. He seemed to need help but was not receiving it. He set up our new phones and we headed home.

On our hour drive home from switching our phones over from Verizon to AT&T, (which also took hours) we got a message from Verizon letting us know the wrong code had been entered and that our new phones have in fact not been correctly activated and were told we would need to turn on our old phones (which had been disabled) in order to get the information needed to activate our new phones. After yet another hour struggling with Verizon customer service then AT&T, repeat, etc. (this time with our 4 children we had already picked up from the babysitter) we were able to get it working…but had to drive home rather than visiting grandparents as planned because we had to have a computer to resolve the issue due to our 4 phones all now not working.

Initially, when we made the decision to switch, we were led to believe both our phones would qualify for $350 returns. When we went in, however, 1 of our phones was denied for any return due to a minor scuff in the corner (not on the screen). That was disappointing to find out at our 2nd appointment rather than when making our decision with price quotes for the trade in of both. However, we went ahead with the change anyway, (had already hired a babysitter and drove the hour there.) Upon leaving, we were told to bring our other old phone back for a trade in value of $350 at a later date. When we brought it back, the young man who had been so helpful previously was busy with another couple and the manager assisted us.

The manager assured us we were mistaken and that the phone could not be traded in. (We had chosen the wrong phone for trade-ins to be effective, apparently.) We assured him we were told we could trade it in, and he continued to tell us we were wrong. The young man could tell there was an issue and recognized us and very honestly and humbly told the store manager what he had promised us. The store manager told him he was wrong. The young man apologized and retuned to his customers.

Now that the manager finally believed us, he said he could try to correct it. The conversation was extremely frustrating as I asked clarification questions, trying to ensure we weren’t getting screwed out of the $350 for the phone. Long story short, he was only going to give us $110 (his reasoning was once the $110 was added to other deductions it would add up to $350). So now, rather than having $700 trade in we initially thought we would be getting, we were down to $110. The manager was extremely condescending and clearly needed the last word throughout the back and forth discussion. When saying I would like to take my phone with the new offer to the vehicle where my spouse was watching our 4 children to discuss that the phone is now only worth $110, he interrupted to snarkily let me know it’s actually only worth $35…

We kept our very nice, great working condition “$35” iphone. We left feeling frustrated with the attitude of the manager and feeling sorry for the young man who was simply trying to do his best in his working environment which is clearly toxic. During our 3 visits, he was friendly and had excellent customer service. He may have a lot to learn yet but I suggest his coworkers and managers take some notes from him as well in regards to professionalism.

And as I see the store manager will be the one responding, I’ll wait for the last word to be...

Written by my husband Wayne: After switching phone service from Verizon to AT&T back in December of 2022, along with 4 new phones, I was promised a smaller monthly bill. After 6 months and many, many, many unsuccessful phone calls to AT&T help line, I decided to drive to the local store on Clairemont Ave. in Eau Claire hoping they might be able to help. After explaining my being overcharged each month (sometimes by over $100.00) since signing up the manager (Kaylynn) at the Clairemont avenue store agreed to help. She seemed attentive and promised to help but would need 2 weeks to talk with her manager to get the situation fixed. After waiting 2 weeks, and hearing nothing, I sent Kaylynn a text asking about any progress, she responded she could do nothing and directed me to go to their store on Golf Road. I explained thru text that was not satisfactory after waiting all this time and requested her superiors name and number…..no response, later I sent a 2nd text requesting same thing…no response again, sent her a third text telling her I would be in to talk in person, still no answer, so I drove back to store again, this was my 3rd trip to store, (second time she wasn’t in). We eventually sat down where I asked why she simply wouldn’t respond to my texts to which she said she passed my concerns on to her supervisor and thought he took care of it. I then asked her for her business card which she didn’t have. I then asked for her last name which she refused to divulge, I then asked for her manager’s name and number, she provided his name but refused to give his number claiming it was against policy. I submit this note to warn prospective AT&T customers to beware of misleading sales personnel and don’t expect any help with issues from Clairemont Ave. In my case, after 7 months I only made progress after submitting a complaint to the Better Business Bureau and within 2 weeks I received a credit on my discover card for overpayment (billing was direct withdrawal), my bill corrected and an additional $100.00 credit...

I've had an account with AT &T since 1998. Early December 2021 I received a replacement phone for my Galaxy J7 stating it would no longer work once AT&T switched over to 5G. The replacement phone I received was an AT&T Calypso which seemed to be a much cheaper phone. I was unable to open the back to put in the battery so went to the store where I was greeted by the store manager, Louis. I said " you sent me this new phone and I can't get it open and will need to have someone set it up. In a condescending voice he said " I didn't send you anything." I rephrased the statement to "AT&T sent me this phone" and he said someone would help me. An older woman set up the phone and tried to transfer the data to the replacement phone. She gave up and said " you'll have to go over to the You break it I fix It store to see if they can transfer the data. It will cost you about $40 to have it done." That didn't seem fair. AT&T sent me the lesser quality phone and now they want me to pay to have someone transfer the data. I went home, looked on the internet how to transfer the data and did it myself. The Calypso phone dropped calls, wouldn't send messages and the picture taking quality was poor. I called AT&T who was more than happy to sell me an expensive new phone . I left AT&T after almost 25 years with them simply because of the attitude of the store manager and...