AT&T Store — Local services in Hanover Township

My family have been with ATT wireless for the longest time. Maybe about 16 years.

My experience with this location is bad and good.

Let me start with the bad experience I warn everyone not to deal with a staff named Neha. When we went to the store to upgrade our phones and plan, she messed up our family plan BIG TIME. After seeing our bill that increased more than 100%, we went back to the store to talk to them. At that time Neha was not on duty and we were asked to return the following day. The staff on duty said that she is the only one who could help us. We looked for the manager on duty, but we were told that the manager is gone for the day. We were at her mercy....

We went back the following day. We were told that Neha called off sick. In which reasoning we DO NOT BELIEVE. They were hiding her and she is hiding and would not want to face us. Like I said, she MESSED UP our family account BIG TIME.... We again asked for the manager on duty and we were told that the manager is again gone for the day. (It was about 4 pm). I would give NO star for the customer service of Neha and whoever the manager is in that store. (manager's name - we do not even know)

The Good Experience.... While Neha MESSED UP our account BIG TIME. Carlos and Ricky stepped up to help us. Kudos to these men. They both went out of their way to figure out what happened, got all information needed and finally fixed the issue. Though there was a setback on 2 of my phone lines but Ricky was so patient in resolving the issue and communicating with me and assuring me that it will be fixed.

I have not seen my updated bill as of this time but I trust and believe that Ricky and Carlos have made the necessary changes and fixed the problem that Neha has created.

Just wanted to reiterate that Neha NEVER faced us nor talked to us to even apologize. What a customer service staff she is!!!!!!! Stay away from her.

Me and my husband does not want anyone in trouble. We just want clear explanation on what exactly happened why our bill jacked up to more than 100% and then make the necessary changes. Neha NEVER talked to us.... Ricky and Carlos fixed the issue...

As ATT customers that pays on time without overdues... we do not deserve the customer service that Neha provided. Her one BIG MISTAKE caused so much stress and...

We needed immediate emergency iPhone help 15 minutes before the store was going to close. My phone number which I’ve had for 20+’years was accidentally turned off for some reason. We had just switched all services to ATT including phone internet and direct TV but some how there was a miscommunication and disaster hit just as I was getting off of a plane expecting a very important call. My husband and I were extremely fortunate that Vidal was there to help us solve this mystery. He checked my phone and said the phone number was disconnected!! Someone had supposedly asked for it to be closed — we certainly didn’t. Vidal kept his cool wrote and submitted an emergency ticket and stayed with us twenty minutes past closing as we spoke with an ATT agent by phone. They still don’t know how this happened but we are extremely grateful to Bidal who was more than Prodessional courteous kind and intelligent. If you have an issue do not waste your time waiting on the phone for hours for someone to help. Go into an ATT store and if you live near Schaumburg go and see Vidal!

Just had to visit my friends at AT&T again for a different issue. I was on the phone for three hours yesterday with AT&T and they couldn’t help me and I came to this AT&T store and Nick was fantastic. He added a new phone number to my phone in five minutes, so whoever the bosses are there to give the kid a raise,...

I came in about 40 minutes before closing because I needed to simply drop off my old phone and get a receipt for it (5 minutes max). The gentleman who refused to name himself was alone, which I empathize with, and had several customers before. Right off the bat told me he will not be able to help me, even before asking me what I came in for. I said I will wait regardless as I still have 40 minutes.

About 5 minutes later, he tried his luck again telling me he won’t be able to help me but this time asking me what I require. I told him what I needed, and he proceeded to continue helping others.

About 10 minutes to closing, when there were still two customers before me, he told ME that if I don’t leave by 7pm, he will call the police….. I have NEVER been threatened to have police called on me for simply waiting… then, 5 minutes before closing, another couple came in, and he told them that after the customer he is currently helping, he is closing down (completely ignoring the fact that I was still waiting). I asked for his name 3 times and he refused to give it to me, and he had no name badge on.

This was a complete lack of basic customer service etiquette, he didn’t care why I came in, didn’t ask what I require and was not apologetic in the slightest that he won’t be able to help. He was willing to trespass me while still helping other customers AFTER...