AT&T Store — Local services in Watauga

I had decided to take my mom to upgrade her phone for Mother's Day after having researched the current deals/phone plans. There's a promo for $600 off of an iPhone XS with an Unlimited data plan. My parents do not currently have unlimited data, so I looked into what it would cost to change plans. I was told by an associate at a different location (in Euless) that the Unlimited Extra would be $140 per month for two lines, and then there's an Autopay discount for each line, which would bring the total down to $120 per month. When we arrived at this location--the Watauga location--Joseph was the associate who was helping us. First, he clearly didn't know his product, because he asked if we wanted the 64 GB, 128 GB, 256 GB, or 512 GB XS. The XS doesn't come in 128 GB. More than once, I very clearly iterated to him that we wanted the Unlimited Extra plan, not the Unlimited Elite. He then said we were currently enrolled in AppleCare, which confused us, because we're not. We've never paid for AppleCare. We told him as much and told him we didn't need any kind of protection. Fast-forward to that evening: We're at home and looking at the account, and we were signed up for the Elite plan (again, we said multiple times we wanted Extra). Furthermore, he signed us up for some sort of Advantage Protect for $15.00 per month. Who does that?! Who signs up customers for things they didn't ask for or things they clearly said they did NOT want?! We also found out that the Extra plan is not $140 as I was quoted at the Euless location; it starts at $150. We called in to AT&T customer service to have it rectified, and--as all customer service centers seem to be these days--it was far more frustrating than it was helpful. In the end, they couldn't honor the misquoted $140 ($120 with Autopay) price but did give us $10 off our bill for six months. We went up to the Watauga store again today to see if the manager would be any more helpful or empathetic to the mess we were put in, but it was another waste of time. He didn't even initially offer an apology for his employee having signed us up for plans/extras that we didn't want--it was only after reiterating the trouble we had been through that he gave a robotic apology. At the end of the visit, he cheerfully said, "Well, I'm glad you were able to get things fixed how you wanted." I corrected him and said that things most definitely were not how we wanted, but there was nothing we could do. I really think the service at this location has steadily declined over the last months or years. The bottom line is this: A lack of friendly service is one thing. Honest, simple mistakes are another. But employees who deliberately select a plan or an add-on that the customer has not agreed to is extremely wrong. I urge you to go to...

Look elsewhere for after sales customer service. My wife and I did a trade in at this store November 2020. All was pleasant and great with the transaction. Service representative Stephanie handled the transaction and explained the terms and conditions of the trade-in we did and we accepted.

Trade in terms and conditions stated that it would take 2 to 3 billing dates before all credits/deductions would be experienced. Upon examination of our bill with at&t, we were paying for the full amount of the phone we got, staggered payments for 30 months. I used to be a customer sales representative for a telecom company, so I know that issues like this could be quickly fixed. On our next visits (3 in total), we did not get the help that was due us as long time client/subscriber of At&t.

On the first visit, we were told that the bill issue needed to investigated and it would take time before a definite answer or solution to our bill problem be given. We were told that Stephanie would look into our account and call us once the "investigation" was completed. We presented the Device Trade-in Receipt and Point of Sale receipt as proof on the first visit. Several days would pass and we did not get any call.

On our second visit, Joseph another customer service representative told us that the Manager of the store would be needed and also Stephanie to resolve our bill problem. Neither Manager nor Stephanie was in that day so we were once again asked to return to the office on another business day.

On the third visit, Joseph was once again the customer service representative that meet us. We were once again asked to return another business day coz the Stephanie nor the manager were not present. It was just surprising to note that the manager was "done for the day" when the store just opened at 10am and we were at the office around 1:30pm.

My wife and I were now convinced that these people were not interested in helping us in any way. As a last resort, we opted to call the At&t hotline 611 for help with regards to our problem. Customer service representative Camille handled our case promptly in just 15 minutes. We gave Camille the Device Trade-in Receipt invoice number and the details/ history of our trade in and she courteously worked through our problem in just 15 minutes of our time. She promised to call us back after 30 minutes to give us the reference number for our bill payment case, and yes she did call within 30 minutes.

How is it that a call center representative could easily solve your bill problem instantly and yet customer service representatives at your local at&t office could or would not do anything...

Could not have had a better experience here. Came in on Aug.9th to have my number ported over from Cricket(which had already become a frustrating disaster due to their poor service and lack of customer support.) So, I had initially bought a new phone and plan from the Keller store on Aug. 6th, just a few days ago. In hindsight, that turned out to be a huge disaster but I'm going to leave an especially negative review for them. In any given case, I had walked into the Watauga store and was initially helped by Alex who explained a couple of things to me but I was not prepared. Went out to my truck to get things in order and came back in and was helped by Leniel and he was absolutely fantastic!! The process of getting my phone ported was a major task two undertake. Sooo many steps and hoops to jump through to fix what both Cricket and the Keller store had messed up. A few calls to both AT&T and Cricket customer support but things were starting to get out of hand and needed to get a manager over here. Now we bring Eric into the fold who I assume affectionately goes by the name Smiley and it couldn't be more truer of a name. He was extremely professional, helpful, friendly, and willing to make every effort to get my problems resolved and didn't even have a dog in a fight since he didn't even sell me the device or the plan to begin with. Honestly, even other workers were jumping in to come up with resolutions and everyone truly worked as a team here with all hands on deck. Cannot recommend this location enough and encourage everyone to come here for their wireless needs and absolutely stay away from the Keller store. Customer service is not dead and it truly lives here with everyone on staff and special recognition to both...