AT&T Store — Local services in Sun Prairie

EDIT: to further their customer service issues, they left a comment asking for us to reach out to them and then have yet to respond. It’s been two weeks without a response. Luckily, corporate AT&T and the FirstNet team are incredibly responsive and helpful. They were able to get our bill/plan straightened out immediately. Prime Communications doesn’t care about you after they’ve cashed in on their commission.

We went into this store looking to switch our services to AT&T's FirstNet network for my partner, and then a secondary family plan for myself. This process took over 2 hours, which I was willing to let go, because mistakes happen. However, the rest of this nonsense is absolutely unacceptable. My partner was able to select his plans, but I was not. I was told that AT&T "forces" the most premium plan on the secondary account. I could "come back in for a bill analysis and change it" in a month. Thankfully, I could change it on the app on my own a few days later. From that point on, there is zero communication regarding any pricing, not even a mention of our monthly phone payments. At the end of it all, we don't even get told what our first bill or monthly bills would be. A few days later, our bill is available on the app, and we've been signed up for $55 of monthly charges we did not agree to. We go back to the store to dispute, where we're told the charges are "standard" and "required" when upgrading (when we signed up for new phones and lines) and that it couldn't be changed for 14 days, and also that it can't be changed in the store, and we'd have to call AT&T Corporate Customer Service to do it. I spoke with at AT&T Corporate Customer Service agent today, who advised that none of the $55 add-ons are required, nor is any specific plan required when switching to AT&T. The only piece of truth was that I have to wait 14 days to remove these bogus charges from my account. If these guys are willing to pad their sales on us, I can only imagine how many other people they're taking advantage of.

On our initial visit, another person came in around 6:45, when closing is at 7. The other associate came out around 7pm, and when our rep said what she needed and how he would help, the other associate said “well, it’s past closing, so…..” He continued to clean up around the store and did not even acknowledge the other woman, let...

I am looking to upgrade my iPhone and spoke with a salesman, Sean, at the ATT store at 2808 Prairie Lakes Dr in Sun Prairie, WI. At first he took the time to ask me questions like how I generally used my phone, what apps I spent my time using, what locations I use it at, including other states and countries, how many other people are on my current plan, and how often I used my phone as far as texts, calls, and data. He then checked my current phone’s usage. He didn’t just try to sell me the latest and greatest most expensive phone or plan available… no… he tailored the phone, size, memory, and plan to what I needed!!! It was an amazing experience for me to work with someone who knew his phones, the features, the plans… and who expertly shared them with me… all with no pressure. When I mentioned I was a military Veteran, he offered a very nice military discount to the plan. He made the trade in process sound easy and he would help me get my photos and contacts moved over to my new phone. I despise working with phone salesmen and women and just buying a new phone in general gives me anxiety and I haven’t done so in about ten years. Working with Sean has given me an amazingly new and positive experience that this is not so hard and is actually fun! After we met, he emailed me everything we spoke about as a follow up so I had all the facts in front of me to make my decision! I highly recommend Sean with his professional, easy going, and no pressure personality! If you are even remotely thinking about getting a new phone or plan at ATT, ask for...

I was extremely disappointed in my experience with this store and with AT &T. We decided to switch carriers due to my daughter getting her very first phone…and learned about their 36 month promotional program for getting new phones. I asked REPEATEDLY if I could pay off the phones right away…and was assured time after time that I could. In essence, I wanted to be free and clear and only pay out monthly service charges. AFTER, and only AFTER, our phones were all transferred and I stopped in to pick up my daughter’s new phone, I was told that this wasn’t true. Basically…they give you the promotional deal which actually is a 3-year contract (if you don’t want to pay thousands of the dollars they tell you that you saved on a new phone). Again, I want to stress the fact that I was repeatedly assured and told that I could pay these up front, but it turned out I was just lied to. Straight to my face. So sad to have this exciting moment with my daughter getting her very first phone get ruined by a lying employee (who we trusted) who was just pushing to make the sale. Why can’t people just be honest and forthcoming from the get go? It’s so sad and disheartening. I hope this employee rethinks his sales strategy so he isn’t taking advantage of other trusting and unsuspecting customers. For a company who “connects people to greater possibilities” the only possibility I feel connected to is a new phone company as soon as my three years with AT&T are up. Please learn...