AT&T Store — Local services in Medina

My personal advise is to avoid doing business with AT&T altogether. The quality of service is not in line with the cost of the service. If you cannot avoid AT&T, avoid the AT&T Medina, OH location. The sales staff is rude, uneducated, inept, lack personal, interpersonal, people centric skills and most importantly deceive customers with false and misleading information. Plain and simple no ethical standards. The management team lacks the problem solving skills necessary to deescalate and resolve challenging customer situations; offer zero customer service, zero reassurance or support and again lack creativity, knowledge, and skills to make a customer appeased with being an AT&T customer. Management resorts to the mentality of “too bad”, “your fault”, and not offering a viable solution. Again, store management doesn’t posses the skills necessary to properly manage customer relations. Our family has a billing issue resulting from misleading information provided, presented, and fed by the unprepared sales person at the store. We began our efforts to resolve our billing issues by contacting AT&T wireless customer relations department. That department advised that there was nothing they could currently do and that the issue needed to get resolved at the store level. They acknowledged that the store improperly processed the transaction and had made a mistake by misleading. The agent documented our concern, dialogue and advised that the store would be able to access our case file to make the necessary adjustments. “The store is able to resolve” this issue we were clearly told by the agent on the phone. We proceeded to the store where we raised our concerns to the salesperson. The salesperson immediately went into defensive mode denying any wrong doing even before any of the facts were analyzed. The salesperson proceeded to blame fault on us; stating that it wasn’t in a position of power to make any kind of decision “I’m just a salesperson” and would pass the information about the case to the store manager. We were promised a follow-up which it never happened. The staff once again demonstrated their unprofessionalism by their lack of action and lack of urgency to a critical customer’s concern. After a week of ignoring and avoiding the issue by the store staff, we reached out to the store for an update. We communicated with the store manager who appeared confused, frustrated, and loss in handling the situation at hand. Her solution: “I can offer a $20 to 30 dollar credit but that’s it”. Wait! That’s her creative solution to a $800 billing issue. Just unacceptable! At that point we realized that any attempted efforts in getting our issue rectified at the store was a complete waste. We requested the district manager’s contact information. At first, we were told that the store didn’t have it that information. After further requests and some pushback we were given an email address but no other information. We sent an emailed to the email address provided. No word from the DM (Tia) thus far... Please stay tuned for updates as I have a feeling this will required some hierarchy escalation within AT&T to have a resolution to this ethics and customer’s trust violation...we will also be cancelling our DirecTV service as well. #ATT, @ATTcares, ‪@ATTCares_Not,...

Experience summarized in 8 words... "Do not ever go during the Browns game...". My wife and I wanted to switch from Cricket over to At&t since they basically use the same stuff. At&t owns Cricket, we are familiar with the service to some capacity and figured why not, since they're both GSM providers anyways. Wrong!!! Bad idea to go into this store during the game on a Sunday. This is only my second review on Google so I'll spare you all the details but the guy who helped us never told us his name, although his tag said his name was "Ryan" he was a bit rough and never introduced himself, but seemed more interested in the fact we interrupted his game. Bottom line we did not understand a word he said, except our cost would basically triple (for only one person and for only 2gb of data WHAT?) from what we're paying now, and he could not get us a Galaxy Note 4 at all (even though you can still order them directly from At&t online-09/20/15). What ultimately made us decide to leave and not do business with that store (besides him not knowing what he was talking about or confusing us both) is that when we first walked in he looked at both of us in the eyes while he was talking, then after he learned that only my wife was going to be switching over he then directed his efforts towards her only and made me feel left out. It just got weird. I've dealt with many salesman before (never that rugged, he should be building houses or driving a semi truck) that and bottom line you either got it or you don't. I don't know how to rate zero stars or we would have. We won't be going back there, and will not be recommending the Medina, Ohio At&t to anyone, unless you're interested in being confused while watching a football game on Sunday. Update 10/09/15: I travel from east to west like clockwork at the same time everyday and couldn't help but notice dropped calls at the same exact location that I used to drop calls at when I had Cricket. So much for 'At&t's network over Cricket' like he suggested if we stayed with Cricket. Our only benefit to switching over was no up front cost with the new phones. Now we pay more and we get less, do yourselves a favor and stay...

Every time I have been to this store, I was completely mislead. They like to sell products and don't mind lying and misleading people in order to get their "sale". First off, they told me that the "next" program was 12 payments for the phone, turns out its 20 payments and the phone costs more than retail, DO NOT DO THIS PROGRAM, just pay the 200 dollars for your upgrade and you save over 300 depending on the phone model. Also, I added a tablet to my plan and was told straight to my face that this would NOT extend my contract by any time, NOPE, they got me for 2 more years, I dont even have the tablet anymore because I planned on removing it because they told me I could. Now I'm stuck paying for something I don't have for 2 more years because I was lied to. The people at corporate office agreed with me that this is unacceptable treatment, but apparently corporate cant actually do anything for me besides give me credits off my bill. Anyways, all I'm saying is take what these liars say with a grain of salt, please read ALL paperwork before doing ANY business with these people, because even though they lied to me right to my face multiple times, its still my fault for not reading the fine print. Don't make the same...