AT&T Store — Local services in New York

I went to an AT&T store in NYC on Apr 18th and got new AT&T wireless service. While I generally regard AT&T service as very good compared to other carriers, the sales rep at the AT&T NYC store at Wall Street gave me a very bad experience. The Sales Rep’s name was Bruce Osterwalder.

1. I initially signed up for unlimited service but have since changed to a Mobile Share package. The sales rep was trying various trial and error to get the free TV on us offer for NYC area with the unlimited plan but he couldn't do it probably due to lack of knowledge or incompetence. Later I learned that what he has done was simply sign me up as a new customer with my credit card and he has done that with an incorrect email address so when I couldn’t log in, I had no way of recovering the password for the account and more importantly no way of cancelling that account on my own which would have a monthly recurring charge.

2. When I went the next day to report the issue, he wasted another one hour at the store and I later found out that what they have done is merely give me instructions on how to create another brand new account. By this time, I was fed up and I had already changed my mind to change to the Mobile Share package, so I didn’t bother to sign up for the free TV on us offer as that was only for the unlimited plans. Again, the bigger issue here was that the previous account with a recurring monthly charge that the rep has signed me up incorrectly was not cancelled and I had my credit card still attached to it. In the end. I had to call customer service to find out what email address was entered for it and have it closed. AT&T should not allow the account creation and sign-up process to continue without validating the email first in case of errors and typos even if done by a store rep.

3. At the time of signing up, I was offered two iPhones as BOGO but since the promotion said 50% off on the receipt, I called customer service and it was confirmed that it was a 50% off offer per phone which means I didn’t have to get two. The Sales Rep was either ignorance or he was trying to trick me to get two instead of one phone.

4. I also found out that he has signed me up for a ‘Multi- Device Protection Pack’ which has a recurring monthly fee of $34.99 for which I never requested and he never mentioned about...

Well, at least everyone else here seems to have gotten more than abou seven feet into the store. I just walked out of there and was highly tempted to literally just walk through the glass door without opening it so that these useless sacks of dung would be FORCED into doing something that actually involves work.

I walk in the door and an overly cheery ditz with an iPad basically dismisses the previous customer (apparently after having been as utterly useless to them as was about to be with me) and chirps, "Hi I'm [Flinderbatz or whatever], and you are?" A little awkward, but sure - at least there was an introduction. Next: "Yeah, hi, I'm here to speak with someone about my upgrade options and I kind of..." And I get cut off. "Oh, take out your phone," it chirps at me, shifting it's beloved iPad from one crook of arm to the other. I take out my phone, which looks like it got chewed on by Megatron. "Ooooohhh - that's UGLY." Really? Notthat I'm here for assistance because the phone is mangled, but is your commentary really required? "Yeah, I know, so I was going to ask..." "OK, unlock your phone and dial 6..." "Are you kidding me - right now? Are you seriously - an ostensibly real, live human being, physically "working" at this establishment about to tell a customer who hasn't even been able to get out-of-mouth what it is they are here for to DIAL 611 right now? You do realize that it's 2013, right? These services and devices have been around for a while. You DO REALIZE that I am not a new customer - and I know you realize it because the comment you just made about my ugly broken phone indicates that you SAW it and it isn't new, so neither am I. What, exactly, is there a store here if you're just telling people who come in to call someplace else? Why the F would I take time out of my day to walk on in here if I could just CALL someone and get the answer I want?"

Not much of an answer forthcoming after that barrage. If I had a mic, I would've dropped it on the floor.

Useless. Useless. Useless. AT&T oughtta just forgo the rental cost of that space and take a couple of pennies off...

I bought the iPad Air in January 23. Unfortunately, I didn't like his work. I checked the return policy and went to this store (Wall Street). The staff very actively persuaded me to return it through the post office, asking why I should return it through the store. They said that if I return through the store, I have to pay $50 fee. What if I go to the post office, but I don't have to pay anything (now I know it was blsht, anyway I have to pay I went to the post office. It was a huge mistake!!! The following months, the AT T was charging money and did not "accept" the iPad. I mean everything in my account looked like I hadn't returned anything! But according to the tracker, the delivery was received! I called the AT T service five times (about 30 min) and went to the store six times. In the end they sent me full price bill! I was exhausted so much... It took over two months. I visited corporate office AT T Stainway st on March 3, where sales consultant ?Moe helped me (I appreciate so much) , it took about 3 hours! For this situation, the company AT T promised to send a check for $899 within a month. So I never received it. And again the support service/loyalty can't help me! I'm going to make a complaint! Once again, this...