AT&T Store — Local services in Forney

Let me start by saying, I love AT&T as a carrier. The only reason I'd left it to begin with was due to the fact that the plan I wanted was far out of my price range. But with its superior connection, AT&T proved ages ago that it's worth the price if you snag the right bundle.

With that said, I'd recommend anyone to go to ANY AT&T but the one in Forney/Terrel. This one is small, so I realized belatedly that there was very little they're capable of.

I was there today, attempting to transfer back to their carrier from Sprint. I wanted to get on the pre-paid plan and had to emphasize multiple times that the phone was MINE. I wasn't changing phones or buying anything in addition to this plan. Simple. I had called ahead and was told by Michael that I'd need my account number first and a PIN code "if" I had one. A Sprint store in Dallas told me that I didn't, so I arrived at this AT&T thinking I was all set... only to be told by Michael (same guy) that I did indeed have a PIN and nothing could be done until I retrieved it. This admittedly was Sprint's error, so instead of traveling back to Dallas, I swept down to the store in Rockwall to create a new PIN there.

I arrive all the way back to this AT&T, this time to be greeted by "Bri" who clearly had no idea what she was doing. She asked me the same questions 5 times, struggled aimlessly with her tablet, then proceeded to call over another employee for assistance at least 7 different occassions. I thought to return back to Michael for assistance because I ended up having to be the one to tell her that she needed my PIN and account number first, but he was occupied. After about 20 minutes, she finally deems my phone as still "locked" and tells me that I have to, yet again, go back to Sprint to get this handled. However, not before already porting my phone--- rendering my original number useless and now sending my phone in some stupid carrier limbo where I'm no longer active ANYWHERE. What's worse, when I proceeded to express my exasperation, she shrugged and instead of apologizing just immaturely responded with "Hey, don't blame me!"

I then drove all the way to a Sprint in Mesquite for them to tell me there was nothing they could do. Customer service unlocked my phone for me, but that apparently takes about 3 to 5 business days to process. They told me that Bri apparently ported my phone prematurely and should NOT have done so before making sure I could immediately become connected to AT&T as a customer. My service is cancelled and I have no access to calls or data ANYWHERE until my phone's system/account is unlocked and I can sign onto AT&T.

After all was said and done, I finally returned to this AT&T to speak straight to the manager who, like everyone else, could now do nothing. I understand that there's a process, but I wish that: a.) I had been told ALL the steps before having to drive all over DFW to collect pieces of information NONE of these people offered until it came time to need them. I also b.) wish that I'd been given someone competent to work with to begin with. During the entire process of Bri's fumbling, she tried to sell me U-Verse and other services, NONE of which I cared about until my phone was even useable. It was clear this was still a learning process for her but I wish she'd have reassigned the task to someone more capable if she didn't feel comfortable. Because of this, I'm without a working number or phone until perhaps the upcoming week. I was pingponged all over the metroplex because no one seemed to want to extend beyond their expectations to help out (i.e. place a call FOR me instead of sending me out without service so they can explain the situation THEY caused in their own jargon).

Again, I love AT&T as a service and can't wait to go back. But unless you're looking to simply purchase a phone or replace a case--- don't waste your time at this particular...

DO NOT GO TO THE FORNEY AT&T! If I could give 0 stars I would.. My first visit to this store was totally fine. I walked in, told a sales person I was looking at getting a hotspot with 100GB of data and I wanted to bundle it with DirectTV. I explained that this was a package another store had told me about and that this would be my primary source of internet. The sales person didn’t even question my request, acting as if he 100% understood what I was asking for. Fast forward a few days, I receive my hotspot, get it up and running, and go about my life. 2 days after starting up the hotspot, I received 4 emails saying I had gone over my data limit and I would be charged $10 for an extra GB, so at this point I was being charged $40 since I had gone over by 4GB. Well this must be impossible considering my data plan is 100GB. I called customer service to see if they could help me determine the issue and after being on the phone for 3 hours with them, they determined that I was given a plan with only 5GB and I would need to contact the store in order to determine what happened. 5GB data plan?! That’s a far leap from 100GB.. so I call the store and the person I talked to insisted that I must talk to Joesph, the sales person who originally helped me, since he made the sale. She said I should expect a call by 2. 2 rolls around and no call comes, so at 3:15 I call the store again. Joseph himself answers and says he will look over the notes the original person took and he’ll call me in about 20-30 minutes. 5:15 comes and still no phone call. I call again and Joseph is with a customer. Okay no problem, I explain this is a time sensitive issue and to have him call me when he’s done. Another 20 minutes go by, so I decided to go into the store because I have no internet until this is resolved and I work from home. When I get there another employee explains to me that Joseph’s shift ended so he left and went home. HE LEFT AND WENT HOME, fully knowing he had a customer with an issue that only he could apparently solve. Another employee attempts to help me, but tries to convince me that this is all my fault because Jospeh said it was my fault. In the end, they told me I could cancel everything if I was unhappy with the plan I purchased.. funny thing is, I was never once told the plan I was sold was different from the plan I came in asking for. I end up going to the store in Terrell, and they saved the day. I found out Forney not only sold me the wrong hotspot device, but put me on a plan that was MUCH more expensive then the plan I should have actually been on. So if you want to be called a liar and have the wrong thing sold to you, go to the Forney store. If you want real customer service and assurance that you’re getting the right thing, go to the...

I had a great experience the first time I was there 3 years ago! But last Tuesday I had the worse ever. I went to the store to get out of a family account, I informed the associate, ARIEL, about this. I explained my situation, gave info, and explained I am an authorized user, I just want to open my own line. First of all their attitude from the moment I walked in was terrible, I get it if you don't like your job, but it is not my fault. They misinformed me, made me call customer service, made me call the owner of the line to remove me, and walked back in. When I went back, this person told me again they couldn't help me, I informed them I did exactly what they asked me to do, and that CS placed the notes in the account for me to be able to leave the line. Of course the attitude continued, like if I was bothering them, to the point that I reached out again to CS, explained my situation, and asked if it was better to just go to another store! They agreed with me, thankfully I ended up at the Gus Thomasson Store, where the staff there were super helpful and happy to assist. They informed me that Ariel, made me remove myself (when I asked the owner of the line to call) as an authorized user so now I had no access to it anymore. LONG STORY SHORT... Ariel didn't even open my account, just misinformed me without checking, I tried to be compassionate but if they were having a bad day, why was i the one that had to pay the...