AT&T Store — Local services in Rome

I don't know quite where to begin. As a customer I'm mad but as a husband I am furious. My wife went to your store around 12 PM on Friday to see what kind of deal we could get because we were a bit tired of straight talk. We left Verizon to save money and we were never impressed with straight talk but the price was good. My wife wanted to see if she could get something in her name so they did a credit check on her and about 30 mins later she called me excited saying we could get two new iPhones without having to put anything down. I told her that was great that I would come up there on my lunch break and pick out the color phone I wanted and we would do it! I get the the store around 1:15 PM and Colby the sales associate went through the plan and explained everything and got both of our phones. He rang them up and the computer kept saying we owed $200 down and he said it was just a "glitch". His manager Dion came over and told him to start over and they both stated it was a new system and they had the same problem the night before. He showed me where is said zero down and told me they would get it fixed. My lunch break was almost over and I fold Colby before I left I would he really upset if my PREGNANT wife whom had been there for two hours at this point left empty handed after they told her she could do this. I left and my wife text me an hour after I got back to work and said they called a district manager and they said they would take care of everything for her. I was a bit upset that she was still waiting but I was glad they were going to fix their systems mistake because they had already sent screenshots to the credit company and called them. My wife then called me about 30 mins after that upset and told me that they needed an additional district managers okay and that the salesman would call us when they got it. I told her I would call because we live 45 minutes away from the store and I worked about 10 mins away. I called Dion the manager and he assured me it would be taken care of within the hour. She left the store at almost 4 PM that day, so she was there PREGNANT for four hours and left with nothing. I asked him if I could come pick the phones up and he say that was fine. I leave work at 5 PM and call the store and he said they probably wouldn't hear anything back today but Colby was coming in the next day at 9 AM and they would call us. Safe to say no one ever called us and we called the AT&T customer service line and they set us up with the exact same thing and priority shipped our phones and we will have them tomorrow. The saddest part about this is they didn't even have the decency to call us at all and still even two days later. If it wasn't for Ash at your AT&T call center we would be with a different company right now. Both guys at this store in Rome need to stand by their words and take care of their customers because we are the reason you guys have jobs. I will drive out of my way as long as those two still work at that store because of how they treated my wife. A simple phone call would have saved this entire review and I hope someone reads this and fixes their attitudes towards their jobs so no one else has to feel like...

Sales representative Bradley is a lier. I went to att as a new customer. I financed the new s25 ultra. And he told me about the 1000 dollars off any phone trade in promotion they had going on at the time (5 months ago) as we were looking at the different plans, i decided on the value plus plan. Then we went over how long I had to get the phone back to the store so that I could get the $1000 trade in credits, I was told 30 days, I brought it back in about a week. After the first 2 billing cycles I called customer service to inquire about my missing trade in credits and was told it can take up to 3 billing cycles. So I waited. 4th billing cycle came around and still no credits. Called customer service again and had a clam opened, then it closed the next day. I called customer service back and they said that the credits had already been applied in the amount of 10 dollars. Why would i trade a phone (in perfect condition) that i had over $1200 invested in, for $10??? Bradley had told me "any phone, $1000" Livid, I went to the store where I bought the phone, and 2 ladies helped me discover that Bradley had sold me a plan that did not go with the promotion. I was told they would leave note for management (including a photo trade in receipt) and I would receive a call the next day from management. No call, so I called the store after 5pm. I spoke to a manager who was also in touch with Bradley and went over my purchase account, she also confirmed i was on the wrong plan for promotion. I drove to the store while that conversation took place. The manager lady asked if I wanted to switch to some premium plan to get promotion, with would be even more expensive... or I could stay on my current plan. I told her I just wanted what I was told I was purchasing. Bradley chimed in and stated "that is not what i said!" "your just confused" ... I asked why he had me come back for the trade in, if it was not valid with promotion?" He shrugged and said "idonno. You did that on your own." I said "why would I trade a working phone in perfect condition for 10 bucks??" And walked out. I will be switching service providers as soon as possible. If crooked sales folks that have to lie and scam to make sales, is any representation of att, what a...

Dear AT&T ,

I am writing to express my appreciation for the exceptional customer service provided by JaQuan during a recent phone call he had to your customer service department. JaQuan’s professionalism, patience, and willingness to go above and beyond to assist me with my issue was truly outstanding.

During my appointment with JaQuan, I encountered a difficult situation that required a great deal of patience and persistence to resolve. Despite the challenges, JaQuan remained calm, courteous, and professional throughout our interaction. He took the time to listen carefully to my concerns and worked tirelessly to find a solution that met my needs.

In particular, I would like to highlight how JaQuan stuck his neck out for me during a difficult point in a call. He went above and beyond to ensure that my issue was resolved in a satisfactory manner, even though it required extra time and effort on his part. His dedication to customer service is a testament to the values that AT&T represents.

I am not a customer of AT&T but I have been impressed by the level of service provided by your customer service representatives. However, JaQuan’s exceptional service exceeded my expectations and left a lasting positive impression.

Please extend my heartfelt thanks to JaQuan for his outstanding service. He is a credit to your organization and a shining example of what customer service should be.

Thank you for your attention to this...