AT&T Store — Local services in New York

The order of accessibility within AT&T's system to actually fix your problem is as follows from least access to most:

Physical AT&T Store employees (least ability/access).

The "general" pool of call center employees that your call is automatically routed to when you FIRST call AT&T (limited).

The "Mobility Department" pool of call center employees that you can ask to be transferred to (slightly more access).

The "Loyalty Department" pool of call center employees that you can ask to be transferred to (HIGHEST access).

The clowns working at AT&T Stores are basically just bad sales people. They can't actually make any changes to your account such as fixing your bill or waiving upgrade/activation fees. Their only job is to walk around with their useless tablets and upsell; if you need tech support, you're gonna have to call Rakesh from Calcutta. Sadly, they don't even know how most of their own promos work outside of the ones they are trained to push on you - I've even had some of these geniuses dumbfounded that there is a separate business portal on the AT&T website with completely different terms and conditions.

JUST CALL AT&T AND IMMEDIATLEY YELL AT THE ROBOT TO TRANSFER YOU TO "LOYALTY". The Loyalty Department is the last line of defense at AT&T to prevent frustrated customers from switching to a different carrier - ONLY THE CALL CENTER EMPLOYEES AT "LOYALTY" CAN REALLY HELP YOU. They usually put the slightly higher IQ individuals at the phones of the Loyalty Department and are willing to do almost anything you request to prevent you from leaving, such as giving your bill juicy credits, quickly fixing billing/technical glitches, etc.

The in-store employees and other pools of call center employees only exist to upsell and frustrate you until you just give up and pay your messed up/inflated bill and miss promo credits. ONLY WHEN YOU THREATEN TO LEAVE AT&T BY CALLING "LOYALTY" DOES YOUR ISSUE GET RESOLVED/BILL...

I had a problem with my SIM card and my account. Retail sales consultant Jillian Torres replaced the SIM and worked with a tech person over the phone to try to restore my service. At first it didn't work, so Jillian patiently searched for and explained options available to me for a replacement plan that I might be able to afford since I'm temporarily unemployed. I really was worried about how I would afford anything more expensive. However, after the tech person working with us over the phone changed a few more settings, they were able to get my phone to work. I am so grateful to Jillian, her manager and the tech person who worked on my phone and the account. This is the second time I've dealt with employees at this location—nice people, knowledgeable, good service....

Stay Away!!!! This store tried to scam me. I went in to purchase a new iPhone, as an upgrade to my old iPhone. I specifically told them I didn’t need an additional line opened. I was trading in my old phone for a 700 credit towards my new phone. When I returned home that evening I went online to check my ATT account, and found they decided to open 2 new lines under my account. I’m lucky I checked or I would have been responsible to pay for 2 more lines on my already exorbitant cell bill. When I confronted JT at Att he looked me in the eyes and lied he 1st said I asked for those lines, then he said it wasn’t going to cost me anything and was just doing me...