AT&T Store — Local services in Town of Wallkill

Let’s just say I’ve been with Verizon since 7th grade and I finally decided to switch to ATT at the age of 30.

I had a few issues here and there with Verizon for over charging me for data and it continued to happen so I finally left. It was hard to do that because I had been with Verizon for 17 years. It’s tough to try something new.

Anyhow, the first day I started with ATT we put both SIM cards into our phones. My wife’s would not work at all. It just said “no service”. Mine worked but the data did not work. We called twice. The calls dropped and they never called us back. It’s very frustrating when your service drops while you’re talking to the people who are “giving it to you”. We were busy so had no time to call again but a few hours later my data started working. My phone has been okay. Calls still drop here and there and data is slower but I’m fine.

MY WIFES PHONE STILL DID NOT WORK so she went to this ATT STORE to see if they could help us out directly because of our previous issues we had calling in. While she was there, she was told by a sales rep that HER PHONE WAS TOO OLD AND THATS WHY IT DID NOT TURN ON, AND SHE NEEDED TO UPGRADE. HE SAID THE NEW SERVICE WAS NOT COMPATIBLE WITH HER OLD PHONE.

She called me and told me about everything and so I tried to call ATT main line again to see if I could get through. I was transferred to the “sales Dept” who originally told us we could use her IPHONE 6 with our new plan. I got through and explained the situation and was told that was NOT TRUE and that it just required a specific activation process. The agent activated the phone.

Either the sales rep FLAT OUT LIED to try to make a sale or he DID NOT KNOW WHAT HE WAS DOING AND CHOSE NOT TO CONFIRM WITH A MANAGER OR SOMEONE ELSE before telling my wife that.

The world is filled with scammers these days but it would be nice to not have to deal with them at BIG NAME...

Very disappointed with the Middletown store. My 90 year old Dad has had the same prepaid phone number for over 10 years because he spends part of the year in Europe. I recently went to the store to add money and was told that the account had been canceled 10 days ago for lack of payment. I was given a 800 number to call to see if the number was still available, when I called that number they said that the number was still available but that my Dad had to go physically into the store to recover the number. The customer service agent told me to have a store employee call the 800 number. I wasn't able to go with my Dad but wrote down all the information I had received for my Dad to show the store employee. At the store the employee said that the number couldn't be reassigned though my Dad told him what I had said and also written. The employee wouldn't not call the at&t 800 number so that they could override the cancellation and retrieve that phone number from him. They made my Dad get a new sim card and gave him a new phone number. Unacceptable especially because of his age and the quantity of contacts that he had...

I needed to finalize a trade in at the store for 6 phones that were already processed by another agent in another city. In order to get my trade in credit, I essentially needed the shipping label reprinted to send my phones. After waiting 20 minutes without even being greeted by ANY associates, the next available associate looked at the pile of 6 phones and stated, "We can't process that here because you already finalized the trade in. You have to get your shipping label sent to you to process it. You can't just drop off your phones here for a trade in." Then she walked away to help another customer without even attempting to provide any assistance. I had to drive another 20 minutes to Chester, NY where a professional associate actually looked into my account, called ATT corporate line, created a new shipping label, and even provided the packaging so that I can drop it off today. I'm not sure anyone in the Middletown, NY store knows what the definition of "customer service" is so if you have the ability to go to another store, I would recommend Chester, NY or anywhere...