AT&T Store — Local services in Violet Township

We went to AT&T to have our phones upgraded. We stressed that we only needed new phones and nothing else. We worked with two employees: Elijah (assistant manager) and Nick (store manager). They instantly talked about First Net. Elijah said to get the best discount we would need to get an Apple tablet and watch. He said that there would be credits onto our account that would make the tablet and the watch free for us. He said that our bill would be more expensive if we did not get the tablet and the watch. He said we had to get the new phones, tablet, and watch together to have the cheapest monthly rate. We thought the deal was too good to be true. We asked about the “fine print” details; he refused to explain everything and provide printouts of the information. Providing printouts were not allowed. We asked Nick about the deal, he said that Elijah “knows what he is talking about.” We asked Elijah to print out the quotes. He said he wouldn’t be able to do that because he wouldn’t know the exact cost until after the first few months of the new plan. He just said it would be significantly cheaper than what we were paying: less than $150 for both plans combined. It was $40 more expensive. Elijah did not offer us quotes for what our plan would be like if we used the nursing discount on AT&T’s service and not First Net’s service. We would have liked to compare the two. We had no idea that we qualified for other types of discounts. He kept saying First Net is better and wayyyy cheaper. He did not let us consider other options. Elijah set up a new First Net sim card that was not activated. My wife was without phone service for 24h. We called First Net customer service and they were unable to activate her phone. They said the sim card couldn’t be activated over the phone. Luckily, she was off the next day. Nick said that he would issue a $60 credit to our account for the inconvenience. The credit was never issued. When my wife got her new sim for First Net, she no longer had a visual voicemail. She called AT&T, they said the new plan no longer allowed her to have it. No one told us this. She called the customer service line to get the voicemail password reset. The man said the only way he could do that was if he changed details in our account. She firmly told him “No, there would not be any changes made.” He just needed to reset the password. He said that there would be “no guarantees it would work.” She said she’d take her chances and it worked just fine. When ordering my wife’s new phone, she wanted the iPhone 12 with 128 GB. Elijah told us that she did not need that many GB and ordered the 64 GB phone instead. We received the phone and had to go back into AT&T to correct it. We can’t remember if the restocking fee was waived like they promised. The new phone took weeks to come in. We asked about setting up our new phones. Nick and Elijah both said they could not install our new phones because they had “bad wifi.” They said it would take all day to complete at the store, but mere minutes at home. First Net 1st responder verification process was difficult. We submitted the verification at least 3 times (2 in the store), all not accepted. The service was almost shut off because of delayed verification. Finally, on the last day that she was eligible to keep service without verification, she had to call during her lunch break. She didn’t have time at work to call, but she had to be able to use her phone for work. When we set up the initial account with Elijah, there were technical issues that he dismissed. These issues resulted in us having two different First Net accounts. First Net service was significantly slower on her Samsung Galaxy 8S than the previous plan with AT&T. The phone was last to receive group messages. Once the new iPhone came in, the service speed improved to the same speed as regular AT&T service. Our online First Net account does not show any billing statements. We called about this. This has not been fixed, but they opted us out of...

Legit one of the worst customer service experiences my sister and I have ever had. I'm giving 2 stars to be generous because I did leave with a new phone. Two women helped us as we switched to a family plan, and I got a new phone with the samsung trade-in deal. Their names were Nikki and Lindsay. The younger woman (not sure who was who) was in training and was sweet.

The older woman was literally awful at her job. She told us blatantly incorrect information multiple times, and we were there for 4.5 hours in total (!!!!!!) as she couldn't figure out how to properly transfer over data onto my new phone. She also couldn't figure out how to put insurance onto my new phone, and instead of figuring it out herself by calling, she refused and told me I would have to call customer service after. She also set up my new account passcode - which I double-checked and both my sister and I wrote down - and then when I called att a few days later they let me know that she had set the incorrect passcode. 🤣

After hours of this woman telling me she couldn't figure out the data transfer because she "kept getting an error message," my sister and I went outside for some air while she was working on my phone, and she literally snuck out the back door - I'm not joking - suddenly my sister and I saw her walking through the parking lot right behind us to her car. We were super confused and asked why she was leaving in the middle of helping us (if she had to go, why not ask another employee to take over...?) and she said she couldn't figure it out, was going home, and we could return the phone if we wanted. LOL what?!?! 😆

So we went back inside, where my new phone was just sitting on the table (after the hundreds of dollars I had spent that day) and we had to ask another employee (a younger guy) to help us. He was unpleasant also (he told us that they were closing soon [it was like 45 mins before closing and they were already locking the door] and he wanted to go home - umm we obviously didn't want to be there for that period of time either!) but he was so much more knowledgeable and capable that he figured out the issue in literally under five minutes and completed the data transfer. We were super grateful, and frustrated that he hadn't stepped in in the first place (there were no other customers in the store and he was on his phone the entire time we were there).

Weeks later my sister and I are still laughing at how ridiculous of an experience that was. Whoever the older, tattooed woman with curly hair was (it was either Nikki or Lindsay) should absolutely not be employed in a customer...

I had an absolutely horrible experience with this location. I went in on Friday to add a line/phone and upgrade our other two phones. I worked with a salesman named Frank who was intelligent about the different iPhone and initially I felt very happy and confident with my choice. Frank had me under the impression I was upgrading to the IPhone 12 Pro. Once we got home that evening my husband realized that we were actually sold the IPhone 12. It was not a big deal I called the store that night and spoke with Frank. He said that he would need to give me a call the following day to be able to speak with his manager. I agreed and the following day I called and asked to speak with the manager (Nick). He was disrespectful in every way. I explained what had happened and I was not angry at this point. I explained that I realize that the pros are out of stock and would be okay just coming in and exchanging for the Mac Pro as they had those in stock. Nick told me he wouldn’t be able to do that for another week. He also refused to waive the two restocking fees that would need paid for returning a phone. In a round about way he called me a liar and refused to resolve the situation. I asked to have his managers information who would be the area manager and was told no he would not provide it. I contacted the store the same day I purchased the phones to make them aware of the issue and tried to resolve it within a day. After not getting anywhere in the phone call I spent a total of 4 hours on the phone with customer service. All the customer service reps basically were unable to do anything because they are unable to go over another manager. I was told that I would have to work with the store manager to have this resolved. I was told however that store managers are required to provide customers their managers information. Customer service refused to help advocate for my situation and did not do anything to help. 3 hours later once I was threatening to cancel my services I did get to someone who was able to help. He somewhat resolved the problem to the best of his ability. I had to go back into the store to exchange the phones and was still charged one restock fee. This experience was horrible and I will not be returning to this specific store. The sales man was more worried about getting his sale than...