AT&T Store — Local services in Lafayette

Few days ago I accidentally dropped my iPhone and my screen is now cracked, so I go to this store since I live in Lafayette to see what can I do about it. I've been a customer since 2013th or 2014th and have been paying insurance this whole time, I replaced my phone twice and now I requested just a screen replacement. In the store they told me: "They will come to your address and replace the screen for you", so I went through whole claim process to find out that 94549 area is not eligible for this type pf service and I can only do the whole phone replacement, really AT&T?!- stupid! At the end I call the store to see if there is other way of changing the screen only to get the same response- NO, I go: "Well why the hell am I paying the insurance for if I can't be helped?", she goes: "Well you can cancel it."- How professional?! As an employee of the store you should know better what to tell your costumers what's possible or not possible at the beginning of the process! I wasted my time for nothing and I've been obviously wasting my money for insurance. And yes, I'll cancel my insurance and once I pay off my phone I'll definitely switch the...

I recently visited the AT&T store in Lafayette on Mt Diablo Blvd. I was quickly greeted by a young woman. Her name was Penny. She asked how she could help and I told her I wanted to check the current charges on my bill and was also looking to upgrade my iPhone 7 to the iPhone 12. Penny brought up my account quickly and noticed I was paying for individual iPhone insurance as well as a family insurance plan. She immediately took off the extra insurance plan that was not needed. This reduced my monthly bill dramatically. She also was able to help initiate an insurance claim for my cracked iPhone 7 screen. With the insurance claim pending I was able to upgrade my iPhone 7 to the 12 and get a trade in fo my existing iPhone. My cracked screen is due to be repaired today and the new iPhone will be delivered later this week! Penny's fantastic customer service and complete product knowledge made this trip to AT&T a complete pleasure and success. She is a great AT&T representative and was so pleasant to deal with from...

Thank you to Chris for the outstanding service we received today! Both my husband and I came in today to upgrade our phones and we were delighted to work with Chris. He was extremely helpful, quite knowledgeable, and the consummate professional! He made the experience, which can typically be pretty lengthy and complicated, very easy and breezy.

Would definitely recommend, though, that AT&T consider hiring more staff. Chris did a fantastic job, but was constantly hounded by rude customers who were impatiently waiting to be helped. Chris was the only one in store and received the brunt of all of this impatience. Despite being threatened (which was totally uncalled far), he continued to be extremely professional and emphasized that they would help the waiting customers as soon as they were able.

5 stars for Chris. 3.5 stars for the...