AT&T

WORST CUSTOMER SERVICE EVER
I’d give this zero stars if I could. My husband and I bought phones from this store 2 days ago. We don’t make a lot of money and waited 4 years to buy new phones so this was a big deal. Less than 30 hours later my husbands phone started rebooting non stop. We brought it back thinking it could be fixed and that since we had insurance it would be no big deal. A woman named Tracee started «helping» us by trying to turn it off then back on again. Then she held down some buttons and got to a new screen that asked if we wanted to install a new operating system… a screen we had never seen before. She starts getting accusatory and pulling faces saying we tried to root a phone. We had no idea what this meant so we asked her. She said she didn’t know what we do with our own time but it says we added a new operating system which is wrong and voids warranty and that we will have to pay money to get this resolved. We said we didn’t know what that meant and asked how that could have happened. She said it was because my husband downloaded Adobe PDF reader. She said we downloaded a new operating system by doing so. We told her we bought it from the Google play store and she told is that wasn’t possible because the Google play store doesn’t sell it and that my husband must have downloaded a new operating system from outside the app store and it was his fault.
We asked to speak to a manager because we were being accused of things that didn’t make sense. After a quick call to an IT professional we know we learned you cannot root a phone without hooking it up to a computer and the Internet (we don’t have a computer or Internet and never hooked it up). After telling the manager we had a disappointing experience he defended his employee and said he stood behind whatever she said… which he didn’t take the time to hear or understand what that was.
Justifiably sad from spending so much money, being wrongly accused of something we didn’t know how to do, we called ATT services where I wonderful woman explained this is a KNOWN, I repeat KNOWN issue with a variety of androids including the phone we bought. She also explained the screen that was brought up was asking for an OS because the phone was defective NOT an indicator that someone had attempted to change it and that ATT support people are supposed to know this. She helped us swap out for a warranty and said she would make sure that this location was informed of this issue so that it wouldn’t happen to others. Faith in ATT restored.
I would not recommend this location to anyone. It’s fine to not know how to fix something but to use accusatory tones and language and to lie about how it even happened is rude, unprofessional, and inconsiderate to the customer. People will find out about lies. It takes a simple Google search to know what they were accusing us of was a lie. Adobe Reader does not Install a new operating system and it is available on the Google play store.
Here is how I’d rate today’s experience at this store…
Snarky attitude to customers –5 out of 5
Helpfulness –0 out of 5
Knowledge of products — 0 out of 5
Time it took to be «helped» — I’ll give this one to them 4 out of 5
Ability of management to recieve feedback– 1.5 out of 5
Likelihood that you will be blamed for something you didn’t do and couldn’t do– 5 out of 5 in our case.
cleanliness –5 out of 5
level of disrespect experienced 5 out of 5
likelihood I would stay with ATT after today’s experience at this store alone –0 out of 5
We had a decent experience with this store 2 days previous in buying our phones… but they only seem to want to help if they get your money and don’t have to be bothered to fill out paperwork or read up on known issues and what the things they are accusing you of mean and how they are done. Thank goodness for Rebecca at 611. Just know if you aren’t getting quality help in the store try 611 instead. They were AMAZING resolved my issue way quicker, they were kind, and informative. I left this store feeling hopeless and beat down and 611 restored my relationship with ATT.

Well-​trained, knowledgeable staff selling high-​tech for the Death Star. Love the people — hate the company.
I had to add a line to my parent’s account and the service rep was outstanding, somehow managing to stay professional despite some really inane questions and comments from one of said parents. He was fast, friendly, and efficient. Top notch.
Of course, the company itself is terrible, but that’s neither here nor there. I hated leaving Sprint but it wasn’t up to me. Local coverage is poor — West Virginia is poorly served in general by technology companies but AT&T leads the list of indifference to Mountain Staters.
If you MUST go with AT&T for your communication needs, go to the Teays Valley store. At least then you’ll have something positive about your experiences with the Evil Empire.