AT&T Store — Local services in New London

Ruby, at the AT& T store on Broad St in NL, CT. was a pleasure to work with. I had questions and concerns about changes to my plan, future billing and choosing between paying off my existing balance and trading in my phone for a rebate or using the ‘Next Up’ program. My past experience with conflict resolution with AT&T reps over the phone had been difficult and time consuming and I wanted to make sure I had all the facts before I left the store with my new purchase.

Ruby, patiently explained my options and helped me to make an informed decision, all while giving me the space and time, I needed to mull it over and process this decision. In this age of online shopping, a lot of customer associates seem to have lost the art of dealing with people and viewing them as a sale that you need to complete quickly and move on to the next. I’ve been a customer at this particular store for 25 years and yes, I still prefer doing my shopping in person. Despite the volume of customers on this day, not once did she make me feel rushed or unvalued during my entire encounter.

Her manager inspected my trade in and assured me with a firm handshake that my trade in was in good condition and then provided me with the ‘AT&T Next Turn In Device Tag’ stating that my device met all the criteria for the ‘Next Step’ process in writing.

My only advice to future customers is that you make sure you know your iCloud password and you have a full charge on your phone when you go in because this will save a lot of time. I was confident that I knew mine and was mistaken. I ended up having to wait the mandatory hour that Apple security required on my old device before it allows you to turn off the ‘phone finder’ function and proceed to the next steps of your purchase.Talk about watching a pit boil… Anyway, I kept busy during this hour saying goodbye to my trusted and reliable old phone and updated my iCloud password so that we could continue to the next step of transferring all the data, pics, contacts, etc. Ruby tended to other customers during this period with the same courtesy and patience which she had shown with me and then came back after the hour and assisted with transferring data from old to new and then erasing all the my personal data and apps and putting the old phone back to the factory reset setting. I believe my phone battery was nearly dead by this point… Thank you, Ruby, for making this mildly stressful situation an overall ...

Went in to upgrade one of my phones. Was trading in for a new device. I went in looking for a newer iPhone with no changes to my plan or account. I asked repeatedly, what is the promotion, how much will this device cost monthly and that it does not require any plan changes or add one to my account. Anthony confirmed numerous times the device would be $13.88, no other charges or changes to the account. I was getting $500 trade in credit. We get everything going and I am asked to sign the tablet which I stated I didn’t know what I was signing, he said he would have to back out and start all the way over, but he will give me a receipt that shows what we were doing. I read the basic acknowledgements and signed. We switched over the devices and while transferring he gave me my receipt. It showed a trade in credit of $300 and monthly cost of $19 per month. I asked him immediately why these numbers are so different from what I was told multiple times, he said he must have made a mistake and the next device I upgrade would have that, but not this one. Wasn’t a huge cost difference monthly, I’d been there for hours and wasn’t about to cancel doing the upgrade, as while I was reviewing my receipt, the couple next to me were stating the exact same issue, that they were told one price for trade in and monthly cost and what they have is entirely different. The sales rep canceled their upgrade and gave them their old device back, which had been deactivated and SIM card no longer working. Sales rep told them to go somewhere else to get it working again and left them stranded without a working device at closing time with a very unprofessional attitude and approach. The following day, I log into ATT account to review my account. What’s there? A few add ons that I knew nothing about and complete plan change for more money monthly for out of country traveling. Anthony had changed my plans and features in the sum of $38 additional charges monthly. I was able to have att customers support reverse them back to the plan I had, they had no explanation as to why my plans changed the day prior or any apologies for the shady behavior of their in store sales rep....

Today 8/26/24, I had the worst customer service experience at the New London At&T store. I went to return equipment for a two week Directv free trial. I asked the store Rep Jesse (blue hair), questions about when the equipment needed to be returned, so I would be obligated to have the service If returned late. He told me that I had to have it by tomorrow. I asked if Chris (another rep)was there, he said it didn't matter as if Chris would provide the same answer. However, my question simply was is Chris here. This is when attitude started. I didn't have the equipment with me. I asked what time the store closed and I went home, returned with the equipment and waited patiently while Jesse waited on 2 customers that were ahead of me. When I got to the table he called someone about how to take in returned equipment. When he addressed me he told me I had to call Directv customer service to closeout the account before returning the equipment which I then stated to him I was told to just come if I didn't want to continue the service. He then attended to another customer when I called Customer service. After the customer left and another came in as I finished with customer service. I ask could he finish with me as I had now been there for while. He refused and said he would get to me after he finished with the customer. I told him I waited patiently while he serviced other customers before me. Now I was not given the same courtesy. He asked me to leave the store. I said I'm not leaving. After he finished with the customer he still did not provide me service. Like a petulant child he said he wouldn't wait on me because he told me to leave. I was willing to forget it all and said that to him if he just did his job and checked the equipment in. Stated he wouldn't. I called At&T/Directv and was provided an address to lodge a formal complaint. I still have the equipment. I'm hoping the manager at the store will contact me. I've never had an issue at the store before, even when you have to wait for a while to be attended to. Chris helped me when I there to address my phone issues. He was helpful resourceful and knowledgeable and...