AT&T Store — Local services in New York

I'm amazed at all the positive reviews for this place. I have been dealing with this location for a year now, having gone through no fewer than three phones, each time reinforcing my suspicion that the device management and business practices here aren't all above board.

My first (and most disturbing) issue arose when I purchased what I told was a "brand new" unlocked iphone 6 for nearly $700. I already had a contract and data plan in place and was willing to pay for the device up-front rather than the monthly phone fee for what I consider a lease. When the phone began to have hardware problems, the Apple store folks informed me that my device was not, in fact, new. It was a refurb and still registered under the name of one of the owners of this AT&T retailer!

I had little recourse because I was not under warranty protection with Apple, given that it was not a new phone and was effectively at the mercy of the retailers here to help me. I had two options: either demand they refund my money for selling me something that was not new or play nice so that they'd help me out. I was worried they wouldn't refund my money and I'd need to deal with making it a legal matter. They refused to give me a truly "new" phone, as I thought I'd purchased, and replaced it with another refurbed iphone 6.

A couple months later (as I don't use the feature very often), I found out that the near-field communications (NFC) was broken. Could not use my Apple Pay at a Duane Reade and initially thought it was a fluke. Tried again and found there was an issue. Brought it back to this retailer and they kind of admonished me for not bringing the issue to them sooner, but begrudgingly offered to either give me a measly $40-50 credit (and just deal with it!) with AT&T or replace this with yet another refurbished iphone 6. I opted for the phone with working NFC.

Third phone, still never a warranty for the "new" device I'd purchased last February, and when we set it up, I would get mystifying prompts to enter the password for another iTunes user's account - as though there were a ghost profile lingering on this old phone. No one in the store could figure it out and simply suggested I reset and erase all content and settings.

For all the positive reviews, I'd imagine these other customers simply needed help with one fix or to purchase a SIM card or data - not having to deal long-term with these guys. I'd have expected them to make things right with me when I encountered my first issue and could have called them...

Unbelievable BAD customer service, out of this world except for hell maybe. Came to this ATT authorized store because my i-phone 7 I had just bought was not working. I bought it from ATT and the company rep told me it was not reading the SIM card so take it to the ATT store so they can figure out why. So I found one near work and thought great, will take it during lunch. So I walked up to the store at 11:30 AM to find the store was closed with a note on the door "Will be back in 20 min" really? who has 20 min to wait in NYC? so anyway, it is close to work so I returned at noon. Walked in and there is just one rep and he is on the phone so I am waiting when he covers the phone and asks me, "do you have something quick as you can see I am on the phone"really? like he doesn't want me there. So I tell him my phone is not working and the ATT cust rep told me to take it in to your store so you guys can help me out. "Did you buy it here?" no, so I repeated myself that the rep sent me here... "We can't help you, you need to have the ATT rep DEAL WITH IT" is he not listening? This people should have never been set up as ATT authorized anything, they are doing ATT a disservice. If you don't want the business why have it? I hope this is an isolated case with ATT as the people at the other store I had to take it to (almost a mile away) where very nice, willing and able to help me (745 Broadway). Again, this is not the type of service I...

Zeke is FANTASTIC! I needed to transfer my phone to another plan and he wasn’t able to get ahold of the department so he said it would be best to come back the next day as it was close to the end of the day for the department we were trying to contact. I left the store and he called me 10 min after leaving to see if I would still be able to do it today as the department contacted him right after I left. He did not have to do that and I so much appreciated him calling me to get it taken care of the same day. Once I got back to the store the transfer was completed and he helped me get a new phone. He is patient, fast and is hands down the best AT&T employee I have ever worked with. So...