AT&T

I have had 2 unbelievably HORRIBLE experiences with AT&T’s 611 «customer services» line in one week, but when I went into this store, I met the nicest, most caring and patient people. They helped me way beyond my scope of expectations. The ARE customer service!
The manager, Haley, was wonderful beyond belief. She provided thoughtful service EVERY time I visited the store. She is incredible! She knows how to treat customers, she knows what she is doing and always has the right answers and advice. She has excellent listening skills, which I believe to be vital to her job. She is an excellent problem solver and consistently provides exemplary service. She is truly a wonderful person.
About a month or two ago, I went to the same AT&T store and met a very intelligent and capable young woman named Gina. She clearly and efficiently answered all of my questions. She remained calm and professional, even though my husband was yelling at her about our bill over the speaker phone. She was so polite throughout all of the confusion and was able to answer all of my husband’s questions beyond his satisfaction. Afterward, I asked to speak to her supervisor so I could commend her work. That was when I first met Haley.
The next time I had a question, I asked to speak with Gina, but she was out. That is when I met Justin. He was such a pleasure to talk with!!! Finally, someone who knew about Blackberry products!!! Yay!!! He was a great source of information!!! So few people even know about Blackberry phones anymore or even give them the respect they are due, but Justin did! He was very well informed on the varied range of options and gave me excellent advice. He was new to Austin and I am glad he is here. Again, I spoke with Haley to let her know he was a huge asset to the store and to AT&T.
A month or so later, I returned and asked for Justin. He was out. I saw Haley and told her what I wanted. She directed me to Erik. I had gotten a Blackberry replacement (a Q 10) through insurance. Erik had to break the news to me that I needed a desktop to make the transfer from my old phone, to the new one. I do not own a desktop and I am very low tech. Later I returned it and opted for an iPhone 6. Although I was told it was impossible to transfer things from my Blackberry to the iPhone, Erik made it happen in under 30 minutes! He is a genius! He was fun and extremely patient and kind. His mother raised a wonderful son! During this ordeal, I talked with Haley again. I commended Erik’s work and complemented her on knowing how to hire the right people.
I was eligible for 3 free tablets through AT&T’s 611 customer service phone line. I went back to the store and was able to get 2 of them without a hitch. I wanted the 3^rd one sent to Kansas and I was told to have it shipped by calling 611. Haley were there and, again, she provided impeccable service. She referred me to Jennifer to help me. Jennifer went above and beyond what her job requires. She was kind, knowledgable, quick and very patient. She set the two tablets up for me so they were ready to use when I left the store. I saw Erik while I was there, and this time, I observed him providing the same high level of quality service to other customers, the same as he had done for me.
I called 611 to have the 3^rd tablet sent to Kansas. Words cannot adequately describe that horrific experience of that call. I ended up having to speak to a supervisor, who was very kind, careful and did his best to get the request filled in a correct manner. But, instead of sending 1 tablet to Kansas, THREE tablets were shipped to MY house! At first I was mad and very frustrated, but, we liked those tablets better.
I took the 3 tablets to the store and Haley saved the day!!! She, as usual, made everything right. She asked Jennifer to set them up for me and without complaint, she gracefully made it work for me a second time. She is a very patient and very skilled, strong young woman. I made sure she and Haley knew that I appreciated them very much for all they had done. I do not believe I would have experienced the same level of quality of service at any other store of any kind, after the numerous times I had changed my mind and asked for further assistance.
Obviously, I have been to this store many times in the last couple of months. Regardless of all of the questions I asked and even though I changed my mind several times and depended on them for assistance, the quality of service remained high. Haley and her staff have been consistent in providing the best customer service, even though I presented many challenging requests.

Good customer service, but they don’t always get all their facts straight. On the U-​Verse for example, I was told each DVR was recordable for the TV it was set up on. Turns out, that’s not true according to customer service’s main number. The whole house DVR allows only one recordable box and the other tvs are just receivers. Also, i was told on the credit app, a soft inquiry was placed on your credit file. I ended up getting a hard inquiry. This was dependent on your credit worthiness.

Justin helped us out with getting a new screen protector. He was awesome and informative and very kind. Definitely one of the better people we’ve come across at at&t. Thanks, Justin! Definitely go see this guy!

It baffles me as to how AT&T has decided what they do is called customer service. Unfortunately our family is caught in the system of their self absorption. Dressing a guy up in a black suit, that doesn’t fit, and putting him behind a computer verses one of the sales peoples tablets does not mean he is better suited for his job than the others. These people are STUPID. Their main focus is the mighty company dollar, not the customer. They DO NOT attempt to meet customer needs… Just walking into this AT&T store gave me painful shingles on 12÷21÷14! There has to be a better way!

Rickey would not listen to me when I told him I wanted to switch to the iPhone six. He kept trying to force me into the next plan after I told him no several times. I felt like he kept backing me into a corner and attacking me into doing what he thought was best for me — not what I came in there to do. He belittled the internet provider we currently use and tried to push u verse onto us when I kept telling him I wasn’t interested. He persistently kept telling us what my husband thought was fast internet was not. He even tried to use my bill against me even though I had an international plan on it the month prior. I am not sure why he kept trying to force the next plan on us and ignoring what I came in there for, but I found it very rude and instead of purchasing a new phone I walked out in a horrible mood. In fact, since my contract is over I would rather take my business to Verizon where they don’t back me into a corner for business.
UPDATE: I switched to Verizon. Way to make the company lose business, Rickey!

If I could give no stars to AT&T Uverse for their cable and internet service, that would still rate them too highly. We have been without cable and internet since Wednesday morning. It is now Saturday night and we still don’t have service, after waiting at home all day for an 8 am to 8 pm service call. We have been given multiple conflicting (and all inaccurate) reasons for the outage and the reason for the long delay: it was a hub problem (it’s not); it’s «outside equipment» and therefore a non AT&T technician would have to do the repair (guy who finally showed up was in an AT&T truck and had the company logo on his shirt); the technician who finally showed up said the lines coming into the house show everything working fine and its a problem with our inside AT&T equipment, but he can’t come inside the house. So we have to wait from noon to 4 tomorrow (Sunday) for a different technician. I will believe it when I see it at this point. Ready to pack their equipment up and put it on the street.

I’ve been in this store twice, both times JB helped me out tremendously. The first time I got lucky and he assisted me, provided exceptional customer service– the second time I went back looking for him. Every store needs employees like him! Thanks JB!

If I could NO STARS!!! If you live in 78 733 DO NOT switch to UVerse you will regret it. It’s the most horrible service I’ve ever had. I had Dish they were great but removed AMC, FX, & some other important channels to my family, so we switched & regret it. The connection is AWFUL! Constantly going in & out of TV & Internet, it shuts down, shuts off everyday & all the time disrupted. We have to reboot reboot reboot & that doesn’t help! If Dish gets those channels back, I’ll be back in a flash!

AT&T Uverse I would like to take a moment out of my very busy day to give you a few pointers on what I think you could do better and areas in which you might improve so as to serve your captive audience a little better in the future. To that end please see the list below and feel free to get back with me with any questions comments or concerns:
EVERYTHING
Thank you for listening,
Kurt