AT&T Store — Local services in Minneola

My husband and I went to this store to upgrade our phones on January 1st. Romeo was our sales person. I can’t say enough about him. He was the best we have ever dealt with for our phones. We ended up purchasing 3 phones, an iPad, and an iwatch along with a bunch of accessories. The lady in the store grumbled every time Romeo asked her a question. I later found out she was the manager. I figured she was just having a bad day. All went well, but two weeks later (yesterday) my phone would not turn on. I took it to the store and saw that Romeo was there and I was going to walk over to him to ask him what I needed to do to get my phone to work. However, the manager stopped me and said what do you need? I told her that my phone would not turn on and I was going to proceed and walk over to my sales person. She held out her hand and in a discussed tone like I was bothering her, she said give me your phone! I thought, wow her bad day attitude must be an everyday attitude! I gave her my phone and she did something to it and gave it back to me. I said wow, what did you do? She said she did a factory soft start. I said is that a normal thing, will this happen again? Can you show me what you did? She shrugged her shoulders and said I don’t know and looked passed me to the non existing next customer as if I was an annoyance to her. I asked is this an issue with the phone? She shrugged again and said that I have to take it to a brick store that does phone unlock diagnostics. I thought, I just got the phone and she’s telling me to take it somewhere else. That made no sense. I left the store thinking, shame on them for having such a rude unhelpful manager. This morning the same thing happened. Taking my phone off the charger, it would not turn on. Being treated so badly by the manager at the Minneola store, I didn’t want to go back and be stopped from asking for help from my sales person and be treated again so rudely by the lady store manager. So I asked my husband to call the store instead. Right away the guy on the phone which he said was probably our salesperson we had, told him that he saw when I came in yesterday. He proceeded to explain to my husband how for me to do the soft factory restart and told him that there is an update in the software that my new phone must not have received. He told him exactly what I needed to do for my phone to get the needed update. I didn’t need to take it to a diagnostic store like the store manager said for me to do. I’m wondering if the store manager was so jealous of the good sale that our salesperson did with us and perhaps that is why she was rude and unhelpful. Probably, she’s just an unhappy person. You should promote the salesperson we had and remove the rude store manager, as you are only going to lose business...

I am extremely disappointed with AT&T’s policies and customer service. After my divorce, I wanted to separate my phone plan from my ex-husband’s while keeping my same number. AT&T required my ex-husband to release the number and give me a transfer PIN—which he did. However, when I tried to open my own account with that number, AT&T insisted that he had to be physically present with his ID in order for me to move forward.

This makes absolutely no sense. I was able to go to another carrier, open a brand-new account in my own name, and transfer my same phone number without any issue. Because of AT&T’s unnecessary and frustrating requirement, they lost me as a customer.

AT&T needs to re-examine this process. It punishes people who are going through major life changes like divorce, and it creates barriers that simply don’t exist with other providers. I left AT&T not because I wanted to, but because they made it impossible...

If you want the best experience in a store you have to come here and be treated like royalty. The manager made sure that all my issues were resolved and not have to wait like the other AT&T store did in town and basically said they can’t help and call in. Extremely unprofessional people at the store in town and taking the trip just a few miles away trying to get my screen fixed they had no issues making my experience wonderful. Thank you so much to the manager for even going through my account and correcting the problem I didn’t even know about and making sure I was taken care of before I left and make sure if I need anything this is where I will come to get an amazing customer service. Time to upgrade my 14 ProMax to the 16 ProMax I will come...