AT&T Store — Local services in Winder

This is NOT a CORPORATE store! Why does this matter? read more...

My wife stopped by without me to organize a phone trade-in. Because she was not listed as an 'authorized user', the sales 'rep' tried to modify our account by using a verification code that was sent to me via text. Something went wrong and our account was frozen by "fraud prevention".

I stopped by this store after work. They scanned my Ga Driver's license, and even then... said they needed to call 'fraud prevention' so I could answer security questions to unlock our account. It was after 5:00 pm and nobody answerd whatever number they called. Hmmm...

How can my account be frozen by 'fraud prevention' when I am physically standing in the store with a valid State Driver's license and my AT&T phone in my hand?

Well... this is how... a third party "AT&T Retailer" (franchise) is trying to access and manage my account.

This is the story if you're still reading... the fun part... My whole family drove to this store in 2 cars the next day, a Saturday. It was a girls day out for my wife and daughter.

The sales 'rep' called 'fraud prevention' and put me on the phone. This is the dialogue I remember: I asked, "What is the problem? Why do I need to answer security questions? I'm standing here in the store." The person asked, "Are you on a speaker phone?" I replied "The sales 'rep' handed me a phone. What do you mean... am I on a speaker phone? No. I'm not on a speaker phone. What? Just ask me the questions." He said, "If you can't answer me, Ihave to..." I interrupted, "Wait... if I can't answer... maybe I don't need to deal with AT&T anymore if you can't answer MY questions." He said, "That's fine". Really? I answerd his question giving him my pass code and gave the phone to the 'rep'.

Flabbergasted, I told my wife I was leaving and left her there to finish the trade. Yeah... I was hot and reactionary. But, this was day 2 of trying to trade a phone. Shortly after walking to my truck with my son, my wife came out and said she was locked out of our account. Anyway... I drove to the CORPORATE store on Epps Bridge and was told there were no problems with my account, no fraud alerts, and my wife is listed as an account user. Uh... whaaaaa?

Considering I was ready to close ALL of my AT&T accounts before going to the CORPORATE store, I felt I should share this experience.

If you want a healthier relationship with AT&T or need to deal with issues that matter... DO NOT GO TO THIS STORE... or an "AT&T Retailer" location. (it's a thing... Google it)

I guess... if you just want to look at phones or get roped into your next cellular contract... this place is fine.

FYI, My family monthly bill to AT&T exceeds $500, As a consumer, I feel customer service's job should be giving me the warm-and-fuzzies, not headaches. I will tell a company to go kick rocks! This was close to one of those times

John-...

Ordered an upgrade to my phone online, that was cancelled as I am away from my home for work assignment and the shipping address didn’t match billing address. Understandable, if frustrating, as I verified my account online through my pass code and two factor authentication.

I called AT&T support to try and reverify the order came from me. I was told by the representative that they could reorder it and it would push out the shipping date or bring my ID to the store and they could push the order through. So I went to this store and met with Alex. He said the upgrade was still processing so they couldn’t do anything but I could go to the Athens store as they are a corporate AT&T store and they could do it.

Luckily I called the Athens store before driving out there. They said I would have to call in to AT&T support to get the upgrade cancelled before I could upgrade in the store. I called and got the upgrade cancelled

I returned to this store and again met with Alex, told him I wanted to upgrade my phone to the 1TB iPhone and 15 pro max. Alex did the order.

Come to find out he ordered the wrong phone and also added the next program and insurance to the other phone on the account. Neither of which was asked for or discussed.

When the phone come in I discovered it was the wrong size and tried returning it to the store. The store couldn’t accept the return and I was told they couldn’t remove the added services. Seems quite shady that the store could add services without being asked and then couldn’t remove them when...

I took my father to this store yesterday. DC was the representative who met with us. My parents are sharing a home with me and I wanted to port their landline and cell phone from Spectrum service to our ATT family wireless plan. DC wins the gold star for patience as we spent almost 3 hours with him, because of Spectrum's "retention" services. Despite some very dishonest, sneaky practices on Spectrum's part to try to force my father into keeping their service, DC calmly demonstrated his prowess with the system and managed to get our family set up with 2 new iPhones for my parents. During our time at the store, DC had several important transactions taking place, and he cared for each detail, while never making us feel awkward for the long wait. I will definitely be coming back to this store to upgrade my phone. Very impressed with the level of technical expertise and customer service!

Update from December 2024: I purchased a new phone at a different ATT location, because the model I wanted was not available in Bethlehem. The employee at the other store made an error, which later caused me to lose service. I returned to the Bethlehem store and met with Aleane, who quickly diagnosed the error and corrected it. I am struck by the difference in the atmosphere and employee attitude with varying ATT locations. Do yourself a favor and visit the Bethlehem store. The employees are welcoming, knowledgeable, and treat customers with care...