AT&T Store — Local services in Troy

The good: On Friday, I purchased the new Galaxy Note 7, Galaxy speed charger, 2 cases, screen protector and bought and added 2 new devices to my account. Plus changed my unlimited everything (grandfathered) to a limited data plan. I spent over 2 hours in the store being swooned and catered to by the district manager and the Samsung rep. Everyone was very nice and eager. Answering any question I had. The 2 sales people that were handling the sale and account were also great. Everything seemed to be going smoothly... The problem: The store was getting busy but everything seemed to be in place. They put on the protective screen cover, the case and handed me my new phone. Perfect. I go home, set up the new speed charger, (the phone had very little charge and I was leaving town for the weekend shortly) take off the case to put the phone on the charger and right away I see scratches all along the bottom and up the side. Plus, all my contacts were gone... I contacted the store and expressed my concern. Exact words, " okay, you can bring that in and get that replaced". Plus a short how to on getting my contacts back. Long story short, I go into the store Tuesday, the manager looks at me like I am a liar and said there is no way I got it like that because everything comes in new, they cannot take damaged items back, and call AT&T customer care. I asked her to write the number down for me and her response "its on your phone" When I asked for the district managers number... "we don't give that out". Not, "I am sorry that you were misinformed", or "let me contact him and have him contact you". I contacted both AT&T customer support and Samsung. Both said the store should have exchanged it. They have the paperwork to return it. It is going to cost ME to get it fixed/replaced. Next time, I will look at everything before I walk out. Lesson: Do Not ASSUME... Verizon is looking good...

Walked in at 10a, left at 1130a, without being served. Store being understaffed is a problem for people wishing to pay a bill, asking a general question about priducts or even upgrading devices or services. Being understaffed needs to be addressed by the store employee, calling out for someone else to help them help the customer. The only person in there was helping someone else, which is fine, but everytime he did something, I noticed he was on his cell phone on a voice call or a video call. Very unprofessional, if you ask me. More indepth training is required for people to man these stores. The tv volume in the store was incredibly loud, and uncalled for. He spent a few minutes getting the tv back on. Poor Direct TV service like that, makes me feel good about my streaming package from Sprectum. I will either be sourcing a different store to visit (this one happens to be in my local area) or possibly other cellular service. This is coming from a 10 yr plus...

Ordered 2 new upgrades and they were being shipped to the troy store. 1 showed up and 1 didn't. They blamed ups delivering to the wrong address and said nothing they can do we need to call att which we did. They were to overnight a new phone which did not come. We find out it's because they added a new line and we did not accept the terms. They also gave me the address where the original phone was sent. The Troy store entered the wrong address for THEIR store. I went to that house and found the phone outside for 2 days and thru a rain storm. I took the wet box back to the Troy store and said I am not taking this phone and want one that wasn't rained on. The manager proceeded to open the box pull the phone out and activated it and said the phones fine..... terrible service, risking my personal safety to retrieve a phone they had sent to a wrong address... 4 lines on this account that dates back 20+years plus direct tv.... checking out dish and...