AT&T Store — Local services in Salinas

Long, but NEED TO READ: Giving this place one star because I need to do so in order to post a review, however even that is generous. I live out of state, but my mother lives less than 5mins away from this location and decided to bring her new phone (Apple), which was bought through AT&T, in to report system/software issues she had been experiencing. When she explained, she was met with a half version policy AT&T has as a 3rd party vendor and said there was nothing they could. My mother also explained that before coming here, she had already taken the phone to Apple, and was sent to AT&T as they are the phone carrier and through whom the phone was purchased. From the start, the associate that assisted her, Ashton, did not attempt to pull up the account to see details and find a resolution. My mother had to call me, at a 3hr time-time zone difference, because the associate would not go the extra mile to make sure 1) he had all the details and 2) to see if anyone else on his team had the access or the expertise he did not, to assist and find a solution. Once my mother was able to get me on the phone, I had both she and Ashton give me the run down. I asked Ashton for his manger and as my mother has a language barrier, I asked him to please hand the phone back to my mother so that I could speak to her to make sure she understood what was going on. Ashton responded that he would only do so only after he got his manager; essentially holding a customer’s phone hostage. I gladly informed him that he would hand over the phone immediately, as my instruction to him was not a request- luckily, he followed direction the second time around. Ashton brought over Perla, who said she was the assistant manager. I went through the process of explaining to Perla what was communicated to me by both my mother and Ashton and was also met with a half version of their 3rd party vendor policy. I informed her that I understood the policy but this situation had reached a point of playing monkey in the middle, the monkey being us-their client, and that I needed someone that can help us through this as there is no way that AT&T could not. The back and forth went on several times with the half version policy and me explaining that as a paying customer I should not have to go through this level of inconvenience and hardship, when it is AT&Ts responsibility to help mediate and find a solution for their client especially if they had been provided a faulty phone and then sold it to a client. I finally asked to speak to her manager. Perla said there was no one within the company that could help us in any capacity and started to become abrasively dismissive. It’s AT&T, a lead carrier in the US, no way no one can help in some way. I told her that if she did not know how or did not have access to help, then that was fine but I needed someone that could/did and that would clearly require her manager. She refused to give me their name or contact information and said there was no manager at that store until the end of the month and repeated that on one within the company could help us. I asked who she reported to in the interim and she said she did not have a manager and that no one could help and decided to give me a general corporate response dismissal “Sorry I could not help you, that will be all”. I asked if she had decided to go rogue with an AT&T store, as there was no way she was not reporting to someone. Again, I was met with the corporate dismissal. I told her that , that was fine but that I would be filing a complaint. I asked my mother to gather their business cards or contact info to do so and they refused to provide that. After pressing for the info again, they gave us their name and store address but said that they did not have a store number to associate with. FYI, I was on speaker so other clients heard it all. I had my mother drive to the AT&T store in Monterey, where Brian took the time to listen to what was going, immediately pulled up our account, gave us the full version of the policy, and got us on a track to a resolution...

Stacy was the best customer service representative I've ever had! My Samsung Note 20 Ultra ran out of memory and figured was time to upgrade so I visited the AT&T location in Salinas and feel very fortunate that Stacy was available to assist me. I had a feeling that I may of been paying more than promised on my current plan and Stacy figured out that I had never been given the promotional credit for my trade in when signing up with AT&T as a new customer. In addition, I had a time contraint of making the switch to a new phone since I was completely out of memory (the biggest irritation with Samasung galaxy phones for me), and throughout 2 visits she was able to get a ticket in place for a credit. Her supervisor Luke was also involved in this process and assured the credit will be be applied. I decided to upgrade to the Samsung note 23 and added a watch, plus accessories. I ended up having to come back to the store because my notes didn't transfer over and once again Stacy figured out the issue. I cannot even express how knowledgable, down to earth, and reliable Stacy was throughout the whole process of upgrading my phone. I came in with multiple issues and Stacy took control of everything where I had complete confidence in getting the best resolution possible. I have been talking about trying to get my boyfriend and his daughters to switch providers where Stacy took the time to give me a generalized quote. At&t may gain some new customers due to how satisfied I was with this customer service...

I don’t want to go into awful details, but I needed to do a billing responsibility transfer from my account to my daughters account. Everything got so mixed up, working with a California store and an Arizona store, to have a fraud alert placed on the account. Let’s just say nothing was going in our favor working with the East Coast Fraud Dept to California time zone, along with authorized users. The whole thing was an absolute nightmare. I was starting to feel defeated and thinking we were just going have to deal with having the fraud on this line and not be able to do the transfer for our daughter. I went into the store and I was greeted by Stacey Beirn and I told her my dilemma of what I’ve been dealing with for the past three days and waking up at 4 AM to communicate with the East Coast fraud dept. She handled this so beautifully and was patient, kind, knowledgeable, and she wasn’t going quit until we had a true results of our situation. I’m just amazed at the extent of her customer service that she showed us and I am so grateful for her time and all of her efforts. By the time my two hour visit at the store was done, she had the transfer done. I have an experience this extent of customer service, and a very long time. Thank you Stacey for taking care of...