AT&T Store — Local services in Santa Clara

I bought a new iPhone 12 Pro Max two weeks ago and had issues with it since the moment I got it.

Throughout those two weeks, my time consisted of: two visits to the AT&T store I bought it from (in the Valley Fair mall), three phone calls with Apple’s technicians, and a visit to the Apple store in person where I had an appointment with a technician - I still never got answers to my phone’s issue nor was the problem yet fixed - I did have another appointment at the Apple store to work on this issue, but I am in grad school and having a very difficult time finding the time to deal with this issue due to my hectic schedule. So, overall, the inconvenience throughout this ordeal has been entirely frustrating!

So, I went to AT&T again (in the Valley Fair mall) on the 14th day where, luckily, I had my last chance to just pay the $55 restocking fee and exchange phones.

Stephanie (at AT&T in the Valley Fair mall) and I talked through the issues and further looked into the problem- which appeared to be a defect in my phone.

Unfortunately, according to the higher level of management, I was told it was an issue with Apple -thus, I would have to fix the ordeal through Apple.

Again, because of my schedule it’s not realistic for me to keep dealing with this — which is frustrating, especially since I bought the phone brand new. Since I was within the 14-day time frame I am grateful I exchanged phones. Although, I am disappointed I had to pay a restocking fee because my phone was not running properly. Thanks, AT&T management (sarcasm).

On another note, I’m lucky I got to work with Stephanie!! She helped me as much as she possibly could to do the best thing regarding my situation and me as an AT&T customer. Which is why I am giving 5-stars! She was patient and understanding. This store is lucky to have her, and they need someone with her qualities running things.

(Also, Danny who I believe may have been the manager of this particular store was also helpful. Thanks, Danny! - so me being disappointed in the management is not...

Poor service and attitude from this store manager, Luis, and store representative, Jason. I had no issues ordering an iPhone 14 Pro and iPhone 16 at other AT&T stores using my account in the past, even after being told my name situations. This time, I came here for a trade-in. Jason took care of my phone, printed the invoice, and explained that the charges wouldn’t be the same for the first few months. I wanted to understand the difference, so I asked them to print a billing statement. At this point, he insisted that the name on my ID didn’t match my preferred name, so they couldn’t access my account.

I then asked Luis, who said they had to comply with company policy, and that other stores were violating it, which could result in termination. I called AT&T customer service, and the representative confirmed the same policy. Maybe many other stores might be risking termination at some point but at least Jason and Luis should have tried to speak professionally and nicely to a customer.

How could they trade in my phone if they didn’t validate my name before applying the credits to my account, but then later couldn’t show me how the credits work? How could I know if the trade-in process was successful? The customer service representative said they should have checked my name first and provided me with a tracking number, which made more sense to me, but they didn’t. Jason kind of had an argument with the customer service representative and insisted their system is different from the central AT&T system. The invoice meant it was completed. All of them were ridiculously unprofessional and lacked knowledge about the...

I wish I could rate this experience with 0 stars, but unfortunately, that's not an option. My friend, who had just arrived internationally, and I walked into the store around 8 PM to purchase a prepaid SIM card. Upon entering, Jairo immediately inquired about the model of the phone and where it was purchased. When we mentioned India, he promptly remarked, "In my opinion, android phones purchased outside of the US are not compatible with AT&T." I informed him that I had purchased my phone in India and had been an AT&T customer for 10 years. Despite this, he insisted that if we bought the SIM card and it didn't work, there would be no refund. I requested to see a list of compatible phones, and while I was pulling it up on my own device, another employee confirmed that my friend's phone, a Google Pixel 3a, was indeed compatible. I suggested to Jairo that he should verify before discouraging customers. Instead of apologizing, he accused me of being "argumentative" and refused to provide his manager's contact information. He even threatened to call security if we didn't leave. It was disheartening to witness my friend, who had just endured a 24-hour flight, facing racial profiling on his first day in a new country. We decided to leave the store. I hope the store manager - Josh Madeiros, reads this and reviews the CCTV footage to address the behavior displayed by this employee. At the very least, the store should consider hiring staff who are empathetic...