AT&T Store — Local services in Town of Lockport

Stopped in this location On the evening of Feb 4th 2023 to port my number from Straight Talk to prepaid Att. Walked in the door and asked them that If they could port my number and set me up with an eSIM, which he said he could. That's when I said that I was coming from straight talk and wanted prepaid Att not post paid. That's when the guy told me that straight talk ports have been failing the last couple weeks and that he couldn't do it. I mentioned the steps involved with porting from Straight Talk like the IMEI of the device is the account number and the pin must be requested by texting NTP to 611611. He Claimed straight talk was having issues on their end and that all the carriers have been having port failures from straight talk for the last couple weeks. I stood there puzzled hearing this because i didn't believe it... It's probably the most ridiculous excuse I've ever heard. It's not like porting is a new thing! I asked him if he was sure he was doing it right and he reminded me that all the carriers were experiencing the same issue. He said that a message would come thru saying the port failed... Why didn't he call the porting side of straight talk? I searched to see if what he was saying was true and nothing came up. People have issues porting from Straight Talk, but that's because someone is doing something wrong. Like incorrect pin , account number, address... After leaving, I called other Att stores in the area to see if they were having issues porting all said no.

My point is that the guy was either lazy or doesn't know how to do his job but I presume he's lazy. I'm assuming it Doesn't pay him much if I'm only porting a number and not...

First I will say that the ONLY reason I am still an ATT Customer is the exceptional customer service provided by Ryan. There was a shipping issue with one of the three phones we upgraded, and there was little to no information provided to us by corporate customer service, and our local store had no access to that information.

Ryan was patient, courteous and went above and beyond to solve problems he did not create. YOU SHOULD GIVE RYAN A RAISE, because he saved your company a permanent loss of 25 year family plan customers.

Customer satisfaction is clearly his top priority.

We have had a family plan for 25 years. The phone service is great, but the corporate customer service dept over the years has been so poor that I was ready to take a 450$ hit and go elsewhere. I spent hours on the phone to try and locate phone so we could get what we paid for, and got no answer or information other than “wait 2 weeks” we can’t do anything. I finally spoke with the cancellation dept about dropping a line. By chance, the cancellation dept actually found phone and explained the delivery issue/process (info the local stores have no access to ) clearly a policy/systemic issue at the corporate level. There are many other phone carrier choices these days and the only reason we did not switch to T-Mobile yesterday, was the customer service provided by Ryan (and shout out to Kennedy who helped too, who has same awesome customer centered attitude)

Do better ATT...

The rudeness of one of your employees at the transit road location disgusted me. I don't remember his name because he was so short but he was a "floor manager". I've been a lifelong customer of AT&T and now I wonder if I want to stay. I come in before closing and the mentioned employee greets me but can't help me even though he has a iPad to look up my information. I honestly can't tell you if he had the authority to upgrade my phone or not because he just walked away. There was two customers in front of me so I went out to smoke to kill time. I was in the store before the closing time. So I see the employee working at the counter is finishing up with the paying customer and I go back in. As l walk in they're closing because it's close to 8. My girlfriend was literally right around the corner. (She dropped me off first) He proceeded to lock the door. I asked if he can just let her in when she gets here. He stated "oh once the door is locked no one can come in. She can just wait in her car." As he turns around to go do whatever he wasn't doing before, she comes to the door and it's locked. It was literally less than 15 seconds. If it was someone's child would he have done the same thing? I presume yes. I understand that you probably want to go home and get back to your life but I'm a paying customer that helps support your paycheck. Treat people with some "uncommon" curtesy. I will never go back to this store and don't recommend...