AT&T

Wow was this ever a horrible experience… actually, every time I have been to this store its been awful, but this topped them all.
Called AT&T care for a New NOTE 5 but was told they didn’t know when they would come out. I ordered Note 4 online. It arrive last Monday. I did the great app Smart Switch and everything transferred perfectly from my wife’s S5 to the NOTE 4. But almost immediately messaging was acting up. My wife tried it for several days but it never righted itself.
Made an appointment at AT&T to have it swapped. John «helped» us. I had done the the Android and AT&T upgrades and still had the problem, so I knew it wasn’t that. Requested and expected an easy and quick swap, but rarely is anything easy and quick in these matters. John said he had to do a Factory Reset before he would swap my 5 day old phone. There was no way I was going let that happen and force my wife into reformatting her phone when Smart Switch had it all perfectly transferred and setup. John insisted it was required before he could swap it. Ridiculous statement.
I ask to speak with the manager. John went to get him but came back alone and said Brandon Clark (the manager) said the factory reset was required. The manager could not be bothered to come from back room to speak with me. Note, he was in the backroom and NOT busy helping a customer.
I then learned the NOTE 5 was out and they had them in stock; GREAT. Let’s switch to the NOTE 5. John says that will require a $ 35 restocking fee. REALLY?! This phone is 5 days old. It doesn’t work properly. We’ve literally been with AT&T for 25 years. Our monthly bill is over $ 330 every month. This «manager», Brandon, doesn’t have the courtesy to even speak with us, wants us to spend time resetting a phone because «it has to be factory reset» or pay the $ 35 restocking fee.
Brandon is standing in the corner speak with John but wont walk across the store to speak directly with us. What kind of manager wont speak with the customer who directly requests to speak with him? So I walked over to him. I explain the situation, and he does NOTHING. So we left to switch to Sprint and told him so. He made zero attempt to work with us or save the account, ZERO.
Fortunately, my wife is more patient than I am and she suggested we try a different AT&T store. We did! We went to the North Point Alpharetta AT&T store and they were AWESOME!!! No problem whatsoever. Apologized for the inconvenience, took care of us and we even ended up buying a Samsung Tablet and added a line and bought the MSFT Surface.
Do yourself a HUGE favor and drive the extra miles and go to AT&T on North Point in Alpharetta. Market Place AT&T Store and staff is so, so bad and rude.

Where do I begin…
First off let me say that I usually handle all my cell service issues by calling into the customer service number. For me it’s just easier & more efficient.
I ordered my new iPhone 6 on 10÷10÷14, obviously I knew it would be a while before I would receive my phone. Later that week on my lunch break I stopped by the local AT&T store to browse for accessories. When I walked in I was greeted at the door and the gentleman wanted to check me in on his device. I declined and said I was only there to browse for accessories. He asked me if I had already ordered my phone & I said yes, last week. He told me that when it comes in, come to the store to activate it & I can trade my current 4s in for a $ 200 in store credit and then I could use that money to buy all my accessories! That’s sounded great!
My phone came in after a long anticipated wait. So on my lunch break the next day I went back to the AT&T store. I was greeted by the manager at the door & he checked me in. I sat & waited at one of there tables. A couple minutes went by & my name was called. Christopher a very cocky sales associate asked what was the reason for my visit & I replied I was here to activate my new phone & I also wanted to go over my plan & do my trade in on my current 4s so I could buy accessories. He looked very confused & said ok, did u call the 1 800 number? I said no (I didn’t know I was supposed to honestly) so he did that for me & my new phone was working. Then he said is there anything else I can help you with? At that point I looked confused because I already told him I wanted to go over my plan & do my trade in… So I refreshed his memory:) We went over my plan with and he basically was asking why I signed up for certain things (making me feel dumb) hello I’m in here talking to u on how to make my plan the best for me & the most cost efficient. He then asked me why I went over my data each month & if I had wifi at home. I said yes I have wifi, then he asked me who it was through, I said its Comcast and my boyfriend pays the bills. He said O that’s why because your wifi isn’t through us! HAHA (I literally wanted to smack him at this point) It doesn’t matter what internet provider you have! For his information Uverse is not in my area & I could care less about getting it because I don’t pay the household bills. At this point I was annoyed with him & in my head decided I would just call in later to fix my plan.
Onto the trade in! He basically told me they didn’t do the trade in’s anymore & he couldn’t help me. I said that I was told if I bought my phone before a certain date that I could bring it in when still since all the iPhone’s were back ordered. He was like yaaa but we can really only offer U like $ 100 for it now. (Ok wait u just said u didn’t do trade in’s anymore & now it’s $ 100 credit) which one?! So then he asked what phone I have to trade in (my 4S was sitting right in front of him, let me remind you we have been working with both phones now for 20 min) I said my 4s right here, he said well let me do the appraisal on it, so he did… then said to me Yaa I can only offer U $ 15 I said that was a joke & I was done being in this store & dealing with him. (I think I had smoke coming out my ears I was so mad) As I stood up to leave & gather my things he walked off to great other customers (while the whole time I was there each sales associate walked there customers to the door, opened the door for them, and said bye) Jerk! ugh why did I have to get this associate! Why!!!
I will never be going back to this store!

I kinda hate going here, but not really.
Let me lead with this… I don’t have experience at any other AT&T stores to base a comparison but here are my observations.
Customer Service is the ONLY thing that should matter here (but I’ve included more). I don’t care about AT&T’s packages, prices and stuff. Customer Service has been hit and miss. I’ve been to this store 5 – 6 times to usually add/​drop and account or replace/​upgrade a phone as I’m the main contact for the business account. They have the usual set-​up where they have a greater who takes your name and what you need. This may sound efficient but I’ve waited for up to 25 minutes to be seen before and I know they skipped over me and attended to people that came in behind me. Grrr… thank you for free WIFI.
Listen, I understand it is hard to put on a happy face and have a great day all the time but at least try. Some of the workers seem very unhappy to be there while others look like they stepped off the happy train. Therefore, the level of niceness you receive completely depends upon who ya get. Guess that’s par for the course but I can’t understand the the great divide between the happy ones and the grumpy ones.
Their computer system is SSLLLOOOOWWWWW. We have a big account but it shouldn’t take me 1 hour to add a line and get a new phone.
Very limited seating as well. They have one sitting area with 2 chairs. Hell, they have 2 TV’s on the wall back there and only 2 chairs. What?