AT&T Store — Local services in Longview

If it was not for those 2 nice men at the at&t store at the triangle mall in Longview Washington, most likely a franchise and I'm sure not every store would have went the distance they went because honestly i am a prepaid account . I would not be an at&t customer anymore. They saved you corporate at&t that supplies The online help and phone in help,that is the worse unless in case you don't mind hearing"sorry sir we can't help you but we understand" or if you don't mind sitting on hold for an hour just to get hung up on well then it might be ok , and my problem was simple I lost my phone so I bought a new one and had to go online to change my sim card buti could not sign in because I could not remember my password so I hit that button you know the one (forgot password?) It said ok we will send a temporary to your phone .but i can't do that now,can I and why?well because I lost my phone.well there's an option for that to though a button that says "I don't have access" so I go to another screen that says "we sent a temporary password to the email you used when you first signed up"well that's a problem because I don't have access to that emai address i don't remember that one either never used but it was an email address that was stored on my previous employers computer system errrrrrr.... That's the sound of me slamming on the brakes again and I know this because I went though this whole fiasco last last year in may when I lost my cell they could not verify me.even though when I signed up they got my ss# and when I asked why they needed it they told me that they have to reqiire that info to verify me.i have had the the phone # for 9 years or better ,and what if the case be I was hacked and or I had stalker or that I just don't use that email address any longer or like now dont have access due to not working at that job any longer but after all that stress and madness I made sure to change my email address or as they say update it .so here we are again I got to be put on good long hold and hung up on,again and told over and over sorry we can't help you but we understand me thinking to mymself that no you dont understand the address I changed to doesn't matter because since i lost my phone they use the address I signed up with. So when the gentleman get this hopeful hopefully they can get though to the big digs about changing there silly rules by using the last updated email and also quit saying that it's proctecting me with they aweSome security feature because if I go steal someones at&t phone she go to the online just have to say I forgot my pass word and Bam they text me it and now I can access and lock them out that's crazy,.but way to go to gents at the af&t store you...

I could never recommend this location, because of this location I honestly could never recommend AT&T as a provider. I'd recommend ANY OTHER provider at this point over AT&T. Their incompetence and lack of customer service is unfathomably low here. One of my family members on our family plan went in to upgrade their phone while I was clear across the country and the rep who lacked any sort of competence changed it over to my number instead. Long story short I lost service while I was in the middle of downtown in an unfamiliar city. Jacob(a rep at this store) did his best to correct his mistake, but it was a mistake that shouldn't have been made in the first place. (The representative working with me at the branch in Nashville had indicated that there was no excuse for this example of either gross incompetence or negligence) The manager at this location displayed no sense of customer service or even the minutest indication that he actually cared about the gross inconvenience that had been caused by changing the number on the wrong phone and forcing me, while currently 2000 miles away to lose service and have to self navigate in an unfamiliar area to find an aTT store, only AFTER figuring out what had happened. The manager offered no compensation. Nothing. And to be honest avoided my family member completely.

I will be moving to Verizon in the near future(save some unforeseeable event) , and would encourage ANYONE considering this farce of a store to do the same. When I indicated this to another rep at the store, I saw nothing but indifference. As if she did not care whether or not we were att customers or not. This has to be a trickle down effect from the management at the ocean beach location. I would not recommend this location to anyone ever, for as long as the current management is in place. Incompetent, inconsiderate, and no awareness of customer satisfaction. Pathetic excuse for a store that is an absolute disgrace to AT&T as a brand.

Avoid this place like the plague. Avoid this company like the plague if this location is where you plan to do business. You'd be much better served at Verizon or t-mobile. Heck, you'd be better off with cricket or some lesser known 3rd party carrier at that point. The management here in a word: sucks. I don't even know the manager's name as no one would even give it to me. Customer service at its best. Ha

One redeeming aspect of the store however Is that if you find yourself here, the Verizon store is a very short drive away. Also there's a tasty frozen yogurt shop a few doors down that at least understands customer service. I'd come into this location only to cancel your account, but who knows if they could even...

The greeter, Brian was rude. Not only to us, but to other customers as well. We went in to the store to switch a phone number from one account to another and to purchase a new phone. When he checked us in, we were told that we needed to call customer service to have them put notes in the account about releasing the phone number from the old account, which is fine. We had to wait in our car for over an hour to be helped (also fine because of COVID) and when we were finally able to get service, we were told that the notes were not correct because it had to state what account it needed to go to. Brain DID NOT say this to us when he checked us in causing us to have to wait for an additional 20 minutes. When I stated that he didn't mention that to us when he checked us in he was argumentative and disrespectful. My husband witnessed him raising his voice to an elderly woman outside the store door as well and again to an older Hispanic gentleman who was clearly facing a language barrier. He was also belittling to his co-workers in front of customers which should NEVER happen. Coming from someone who has worked in customer service for over 15 years, well I just can't believe that he is working in customer service. Hopefully the manager does something about Brian's behavior because it was simply unacceptable.

Now for the good stuff. Chris, the rep that actually helped us with the line transfer and new phone order was fantastic. He was friendly and knowledgeable. He went over all our options with us and answered all of our questions. Even though he didn't have to because he did nothing wrong, he apologized for Brian's behavior because Chris was standing there when he was being unprofessional with us. The Longview store needs more employees like Chris. Thank you Chris for turning our experience around and taking care of us! You are appreciated! If it were not for Chris, we would not be going back...