AT&T Store — Local services in Northampton

As an AT&T customer for over two decades, I've always been willing to overlook occasional lapses in customer service, recognizing that everyone can have a bad day. However, after several disappointing encounters at this particular store, I find it necessary to express my concerns more strongly, especially as these experiences have led me to decide to switch to Verizon.

During my latest visit, the lack of helpfulness from the staff was particularly striking. I was seeking assistance, only to be met with responses like "we don't make the policies here" and "you only pay for support with your service, not your phone." Such remarks not only failed to address my concerns but also left me questioning the value of the support I'm entitled to as part of my service.

This isn't an isolated incident. A few months ago, an attempt by my partner to add her service to my line was outright rejected with the explanation that it couldn't be done, despite another store in Hadley, MA, accomplishing this with ease and excellent customer support shortly after. This inconsistency in service quality is concerning and suggests a deeper issue at the Northampton AT&T store.

I understand the challenges of customer service, and I usually avoid going to the store unless absolutely necessary. However, when even local repair shops echo the frustrations I've experienced, it's clear that there's a widespread recognition of the issues at this location. It's disappointing, as I've always preferred to resolve issues amicably and remain with a provider I've been loyal to for so long.

Unfortunately, the cumulative effect of these negative experiences has led me to the decision to switch to Verizon. I hope this feedback serves as a constructive critique, highlighting significant areas for...

I had the best customer service with Armando, one of the representatives at the store. My phone had died that morning and was not sure what the issue was. I have very basic cell phone background knowledge and felt uneducated to know what to do. I've been an ATT customer for years so I started at my local store which I had never been to. Armando was kind enough to plug it in and check to see if the battery was dead before continuing. He attended to this and provided options with cell phones should I need one. Never selling but informing and allowing me to find my way. Even went as far as to provide options to tech information online to support and alternatives. I called the store to get feedback to which I got support. I spent the day reviewing my options and returned to the store, knowing that given the incredible customer experience I had this was where I wanted to spend my money. With his assistance even as we reached the end of the business day, he supported me in getting me what I needed. He continued with the same level of patience, going above and beyond to support educating me to my options and great customer care. When I called to thank the manager, Amanda she shared with enthusiasm to Armando and the services they provide at the store. She welcomed me to come in anytime, even to say hi. This is the example of how a local rep business takes part in building a...

I've been here 2x in the last 2 years. Both have been bad experiences when needing assistance for a client and a family member. The recent experience occurred the other day my mom who is beginning to have memory issues which causes her to have anxiety and with her phone that we needed to go the At& store. We came in to ask how to to work her phone because the assistive double tapping to use was not working for her . The male associate just took my mom's phone asked her to put the passcode in. When my mom stepped closer to see what he was doing he turned to her and asked if she could step back, while doing something on the phone. He then just handed it back to her while saying it was all set. He did not even explain anything he was doing/or did. My mom's partner asked what did he do so we can see what to do in the future , we were only told "it won't happen again because he turned it off." Yet we did not even get to see what was done. I know it was an easy fix but the store was not even busy at all and I am unhappy about the bed side manner/ customer service we received on such a small matter. This associate could not even take 3-5 minutes to show us and explain what they were doing. This is not good customer...