AT&T Store — Local services in Novato

Someone gave me a slightly busted up phone to replace my phone that was stolen 2 days prior after Xfinity Mobile (my previous carrier) REFUSED to sell me a replacement phone because I didn’t have internet with them. After two days of not having a phone and desperate to be reconnected with the world, I brought this used ATT phone into the Novato store ready to switch carriers. However, Xfinity Mobile was not gonna let me off the hook so easy.

Sean, the customer service Saint, worked with me for nearly four hours while I had to drive from Novato to Rohnert Park back just to retrieve my laptop so that I could verify my account with Xfinity, spoke with no less than 6 different associates over the phone, spent hours on hold and was transferred multiple times, and Xfinity STILL would not give me the export PIN so that I could switch carriers unless I went to one of their store the following day because they were closed at that point. The next day, as directed by Xfinity, I CALLED their customer service AND went to one of their stores just to get this PIN (which they actually gave to me right away when I called this time, and it turned out I didn’t even have to drive their store). I turned around and went back to ATT where Sean was expecting my arrival (I texted him when I was on my way and told him I had just left Xfinity), and he got me hooked up a fantastic trade in value for my broken phone. I ended up getting a brand new IPhone 13, and my bill will end up being basically exactly the same as it was with Xfinity.

Sean went to bat for me over the phone with these ridiculously inept Xfinity Mobile customer service people, to where I didn’t need to get upset with them and express how incredibly frustrating, unnecessary, and unfair their runaround was, because he was spoke up and expressed that frustration on my behalf. It was some of the best customer service I’ve seen in the 25 years that I myself have been in customer service, hands down.

I LOVE my new phone, and I’m eternally grateful to Sean and ATT for helping get far far away from Xfinity mobile and...

What a great experience at this store! Customer service at its best!!! I was helped by George and cannot recommend him enough. I switched from Verizon wireless because of unbelievably poor customer service at their Petaluma location. I should have switched a long time ago. George, the store manager was highly professional, efficient and knowledgeable, and has amazing customer service skills. For the first time in my life I felt like the sales professional was not there just to make a sale, but has my very best interests im mind. Its is such gratifying experience! He went above and beyond helping my whole family choose the phones that are right for us, and making sure we are happy with our choices. After a series of discounts my bill, compared to the previous cell service provider, was slashed in half for a much better plan. What else can you wish for? It is also such a pleasure to be treated like a VIP customer every time I come there. Those guys should somehow showcase their customer service model of excellence. This is how all customer service should be. From my business background I know very well that one store can boost the reputation, the image of excellence, and the perception among happy customers and a broad spectrum of the population in general that AT&T, a multimillion dollar corporation, is top of the line service provider that will take care of all your related needs. Thank you so much, George, for making me such a happy and grateful customer! You truly represent the best of the best in...

Everyone was very helpful at this store. Just be careful and check your bill. When trading in for a new phone I was newly signed up for Protect Advantage and the NextUp installment plan, an extra $10/month in fees, without opting in or being told about either. They were helpful with removing the fees after a couple of calls, but I wonder how many people pay these unnecessary monthly fees without their knowledge.

Editing down to 3 stars: A few weeks later, they also would not take my old trade-in phone for a $800 statement credit. I had 30 days to do so after purchasing my new phone, and went into the store on day 30. I was told to call customer support as they said day 1 of the 30 days started the day I activated my new phone, not the day after. I did call customer support and was told they should have taken it in the store as it was still valid on day 30, as I had thought. Had to go to the Corte Madera store to turn in my old phone for my $800 statement credit. What an unnecessarily painful experience that...