AT&T

This review is specifically for Sawyer, the man who helped me today at this AT&T location. Sawyer was amazing. My phone, still within the 14 day return window, had screen issues start as of this morning. Sawyer was incredibly helpful, promptly examining my phone, noting it had not been dropped (it hadn’t) and agreeing that there was simply something wrong that I had not caused. He swiftly processed an exchange for a new phone, all while engaging in a nice conversation with me. I can’t comment on AT&T generally but my experience with Sawyer was so nice that I had to come on and write him a review. I would specifically seek him out if I have future issues, even though this location is not the closest one to me. Thank you Sawyer!

Save yourself some time and go some where else. The associate that tried to help me had no idea what he was saying. Horrible service by both manager and associate.

*12/​25/​15-​Just found out these incompetent idiots screwed up my data plan! And this after I specifically asked Jean if his lil screw up would mess up my current plan and he said «I didn’t touch your plan»…really? Then why did I get an email saying I am now subscribed to 300MB@$ 20 instead of my unlimited data plan?! And of course AT&T Customer Service is closed today so I am going to keep getting BS txt and email updates that I have exceeded ny 300MB data usage!!? They need to close down this joke of a store and get rid of these morons! Because of Jean I now have to deal w/​this headache of getting my original plan back and all because he couldn’t figure out how to do a simple phone exchange!!!
Thanks for ruining my Christmas you a-​hole Grinches!
12/​24/​15-​Absolute worst customer service here!
Came in a week ago to upgrade to the iphone 6. The girl that did my upgrade had the approachability of a porcupine, but whatever, I wasn’t there to make friends. She did the upgrade fairly quickly and I was in and out in just under 30mins.
A few days later I get an email saying that my acct will be charged for my first months of my «Mobile Protection Plan»…really? That’s funny, because I definitely did not enroll in this. So I go on AT&T chat to have it removed from my acct and they tell me «Oh, you enrolled when you upgraded»…only problem is that I did not. So watch out here that they try and enroll in you things you did not electively do so yourself! Also, the girl set up my phone w/​o offering to do the backup, so I had to erase and reboot and then do the upgrade to ios 9.2 because the 6 comes preloaded w/​ios 9, so any icloud backups done in 9.2 will not be available. When I went back in, literally 5mins after I walked out and asked they guy greeting at the door how to get my icloud backup, he said that they don’t provide that kind of support at this store, but I can call Apple or try backing up from iTunes. Gee, thanks.
Then, I came in today because I needed to exchange my recently upgraded iPhone 6 from the 16GB to the 64GB. My 5s was 16GB and I never had a problem w/​storage, but w/​the 6 apparently the files are ginormous so you are eating up your 16GB just to run the phone. That would have been something nice to know when I came in for my upgrade because I could have saved myself the headache and $ 35 restocking fee to get the extra storage. I waited 20mins to get facetime w/​a rep and what should have been a quick and simple process, instead turned into an 1hr ordeal w/​no apologies and attitude from the sales associate because I was frustrated! Seriously, went through the whole rigor morale of the exchange, did the signature and then he realizes that he grabbed a 6s instead of the 6. So he goes to get the 6 and makes several attempts to make the swap, to no avail, so then he enlists the help of another associate and that doesn’t work, so this goes on for a solid 30mins with very little communication as to what the actual problem is. Then, they have me authorize the refund for the returned phone and I swipe my card. They think this will fix the problem and it does not. So the other associate attempts to make the exchange on an actual comp terminal instead of the ipad they were using and it still doesn’t work. The best part is that while the other associate is doing this, Jean, my rep, who was cordial enough in the beginning, but went downhill fast, is dinking around on his own cell phone?! The other associate still can’t fix the problem, so Jean tells me he is going to have to their tech support on chat. That’s when I let out a sigh (I had been very patient up to this point) and shake my head and instead of apologizing he has the nerve to say «What?! Are you afraid this isn’t going to work or something?». Are you kidding me?!? So I tell him, surely he can appreciate my frustration at the fact that a simple exchange has now taken an hr and it is still not fixed and it was because he grabbed the wrong phone? Then he defensively says «No, it wasn’t because I grabbed the wrong phone, there was an issue w/​the the upgrade, return, and exchange, so even if I had gotten the right phone, you still would have had to wait». Again, no apology. Finally, tech is able fix whatever the supposed problem was and I get my phone. Then all of a sudden it’s «Ok, so you are good to go, have a good holiday» and then walks me to the door and holds it open and says have a great evening and safe drive home.
And that’s the irony of this place… the associate that opened the door and greeted me was very nice and getting listed on the service queue was easy enough, so you think that level of attention and care would be continuos; the one on one customer service here is what is definitely lacking. You can sugarcoat a turd all you want, but in the end, it’s still a turd.
I will never come back to this particular store again and if I didn’t have my grandfathered unlimited data plan, I probably would not stay with AT&T.

0 star
Port 5 number from sprint and they told me you get $ 200 each line and been over tow month nothing on my account I call att they said no that not true and come to this store that salesman lie to me to get me sign up he wasn’t here and someone with big attitude told me I need to call att
So guess what they pass you around waist your time and you said nvm and keep paying them but guess what I have written contract with sales man hand writing.
Small claim court

After my bf’s father unexpectedly passed away we had to fly back home to Maine. While we were back he and his mom went to an AT&T store to try and figure out what to do with his father’s line. They told us there was no policy for when someone passed away and that there was nothing they could do other than pay off his father’s phone for $ 600 or continue paying his line for two years. If my bf wanted to take over his dad’s phone it would be too complicated and he’d have to change his number. They brought his mom to tears out of frustration and they left without resolving anything.
When we flew back to Austin we stopped into this store to get a second opinion and were greeted by Gavin. He listened to our story and not only apologized for the way the other store handled the situation, but said we should file a complaint with them. He explained that there is in fact a policy in place, and that they simply cancel the line and we are able to keep his father’s phone for free. We were in and out in less than 10 minutes, I couldn’t believe it. Thank you!

I came to this AT&T store at 7:30pm on a Thursday night and there was a wait of «at least 45 minutes» according to the employee who adding me to the queue. I had some other errands to run so I decided to leave and come back. By time 8:15pm rolled around, there was only a single person preceding me on the waitlist so I figured I’d just stay.
While I was waiting, I noticed that two (of the three) employees were helping the same people they had been back when I first arrived. It’s difficult not to overhear conversations in such a small space, so I quickly gathered that they were both waiting on data transfers to complete. What’s frustrating is that neither of the employees were talking about anything related to the customer’s phone or service. They had spent the past 30 – 45 minutes talking about life rather than helping anyone else that came into the store.
By time I finally got helped (minutes before their 9pm closing time), probably a dozen waiting people had left without having their issues resolved. I can understand that customers being helped appreciate the attention, but this was just ridiculously inefficient.

Great store, had a great vibe and energy… Ian helped my wife and I with upgrades on our phones and did a wonderful job. Everything was explained in great detail and didn’t seem like he was just out to sell us the highest priced items and talk a bunch of bs. Got our phones handled and did a great job setting them up out of the box and making sure everything was working. He explained the direct tv and uverse and helped us lower our monthly bill and switch cable companies also. They seemed to work well as a team and help each other out. Overall great experience and I highly recommend Ian.

I thought the employees here were nice and quite professional. They were dressed pretty casual so you kind of get the «Apple» experience but their attire surely does not rub off onto their way of business. All the people were quite nice and informative. They did give me a sales pitch at the end of their consult with me but they all do that right?
The minus one star is for them not providing a restroom for their customers.
They have plenty of parking and once you sign in you just sit and wait for them to call your name and you are good to go!

I went in to get the iphone6s and there was a issue with my account. Gavin was amazing and took the time to resolve the issue so I could walkout with my new phone! I’ve been to several AT&T stores in Austin and this one by far has the best customer service!

The only reason this AT&T store deserve one star is because they got to me quickly. However, that’s really only because it’s the middle of the week.
I could go on and on about my particular situation, but nobody cares about that. All that matters is that the gentleman I encountered was rude, unprofessional, and completely unwilling to help me and dig into my issue a bit deeper or put in any ounce of real work. What a nightmare.

If you bundle your internet and cell phone bill together, you get a great rate. I also like that they text me each month when they automatically bill me.

Worst service I have ever experienced! Rude, unknowledgeable, and horrible customer service. I hope I never need my phone fixed again because they are the worst. Alanis and Eddie were so incredibly rude

Reading some prior reviews, I was expecting a long wait and lots of hassle with the contract. Turns out that they really have their process down. I had to upgrade my phone to a new Note 4 and use my old phone as my son’s new phone on my plan. The sales person clearly explained the options and I was out of there in 20 minutes.
Very good service with very nice people.

Omg worst customer service ever… Ashley so rude and bitter. If you don’t like your job move on. Brandon outstanding, maybe Ashley needs to take a page from his book!

What I thought was an awesome deal turned into misdirection. So tired of the Att games.
Be careful what they promise. We were told by Gavin, an employee there, that our bill would $ 50 less than our current bill. We were in fact mislead. We were told that if I cancel my service and put it in my wife’s name it would save us $ 50. At the end of the day it did not save us a dime and actually wasted 3 hours of my wife’s time and 3 hours of my time when the Att technicians came out.
What was really meant was that in a month after our promotions ended it would be $ 50 less from then.
I would take anything they say with skepticism– especially from Gavin.

Terrible Service. Carlos set up my DirecTV incorrectly. had to spend Hours on the phone correcting his errors.
AVOID.

The guy was nice. I had to wait for about 45 minutes or so but it went by fast. I needed to get a new SIM card. The process took about 15 min or so.

See update below
Excellent customer service from Dillion. He was friendly, knowledgeable, and super fast. He helped us switch four telephone lines from Verizon seamlessly and we even got to keep our old phone numbers too.
Making the switch from Verizon was very simple. I didn’t even need to call Verizon ahead of time. All I brought was my account information and personal info. The entire process took about one hour. I highly suggest making a reservation here before coming though so you don’t have to wait. Your experience may vary.
Making the switch during their promotion was almost a no brainer for me, especially since my old plan expired. I was paying way too much at Verizon for only 4 Gbs of shared data. Their promotion offered $ 150 back for each line switched over plus double the standard data (totaling to 30 Gbs shared) and I paid around the same price with Verizon. The only bad part is that AT&T doesn’t have that good of a coverage as Verizon does, but there are people that may say otherwise depending on where that person lives or works.
My experience with AT&T internet and home phone was horrible though. I highly recommend staying away from those two. They are all one company, but those services absolutely grinds my gears with their poor customer service.
— — — — — — — UPDATE (2015₀₁_​27) — — — — — — — — —
After looking at my first bill, I found errors:
–First and Last name was spelled incorrectly on bill
–Primary account holder was designated incorrectly
–Mobile insurance plan was added on for three lines (adding a total of $ 21 per month), even after I declined at the store
–Promotional credit was not applied, even though I was told I would receive it on first bill. I was later told by customer rep over the phone that I will receive it on the next few cycles.
Make sure everything is right on your first bill!!! Subtracted 1 star from 4. Looking back at everything, the guy was kind of in a rush.
Make sure you opt out of their marketing campaign when you first log in. Also, opt out of them sharing your CPNI (Customer Proprietary Network Information) by submitting your information at this link:

Yes, the new Iphones were just released, but there is never a wait of less than one hour now, during the afternoons or evenings. Otherwise, this is a relatively nice store. There is a clear system showing your place in line, and there is plenty of seating. It’s close enough to shop at Target while you wait.

I recognize that you can’t expect much of a bureaucratically run phone store, but I don’t understand why you would knowingly be so inefficient. You just lost my business tonight.
I have been standing here for 40 minutes watching all 8 representatives begging customers ad nauseum to pay more for their new Next plan. All but one has been with the same customer for at least 40 minutes.
All I need to do is switch a single SIM card. A 2.5 minute endeavor. For which I will wait at least an hour. Also for which there is a very simple solution. Have just one representative available to solve purely technical issues that AT&T has made impossible to do on your own.
Good luck selling that Next, AT&T. I’m going across the street to Verizon.