Wireless Jungle

I have always had good service at this location as I switch/​trade up phones at various intervals and always give/​set my husband up on my older model phone. Today we had the best service ever from the Retail Sales Consultant named Darius William. He helped us get better service and lower our monthly bill by bundling services we use and I got a phone upgrade to Apple 6 iPhone and I got an IPAD mini for $ 100.00 plus a nominal fee. I was able to get rid of a Sierra Wireless set up I forgot we had as it is 5 years old and Darius assisted me in having at&t take it off my bill immediately. Don’t need it as the new iPhone has hot spot capability if I ever require it. The best part of this was that Darius was so patient and so technically adept that he was able to transfer all of my photos and data from my old phone to new phone and did same for my husband. I’m sure we were exasperating as we are village idiots of technology when it comes to this stuff. We were there awhile since we had a million questions but it all got done. I cannot say enough good things about this location and especially about Darius William. We are very satisfied customers!

I’ve been coming to this store in avoidance of having to tackle the mall crowds of Tyson’s Corner. For as long as I can remember, Colin helped me with EVERYTHING I needed whether it be plan issues, upgrading devices, etc. He was fantastic!
Recently I went into the store to switch out a bad USB cable for my iPhone 5 (only had it for about 3 months). They swapped out my cable and provided a new one for free, however, this new cable has the same issues as the last. It’s not an Apple brand charging cable, and surges power through every device I plug it into. Annoying as that is, they don’t seem to carry any Apple specific charging cables to remedy the fact that all of their cables suck.
In the same weekend that I came to swap out the power cord, I decided I wanted to get a personal tablet. The manager told me that they were running a deal that was a free tablet, $ 10/​month to add to my plan. For what sounded like an awesome deal, I got two of them, one for me and one for my mom. I sent my moms out to the West Coast with excitement. Precisely 1 week later after using my LG G tablet, it started acting funny and wouldn’t power on and the screen would freeze for upwards of an hour with no resolve. So, I brought it in and got a new one swapped out b/​c of the defect. I accepted that perhaps I was just an unlucky recipient and that stuff happens. My mom calls me to tell me that the tablet she received wasn’t activated when she turned it on, so my dad spent the better half of a day on the phone with AT&T trying to remedy the issue. They come to find out that the issue was a bad SIM card. So, in the same week I have 2 bad power cords, 2 defective tablets (1 now since swapping out mine) and now this device needs to be returned back to VA rather than being returned to an ATT store because it wasn’t purchased from one initially. All of my experiences with the new staff and the electronics here have been frustrating at best. I’ve spent total of 3 hours in their store in one week. Not fun. Not going to happen again.

I went in here with my father to have him added to my AT&T account (and taken off my sister’s). It should have been an easy transfer, but the first person we talked to was telling us we had to get on a three-​way call with myself, my sister, and customer service, then have my father’s account «released,» and then wait a few days, then add him to mine as a new user. Uh, no. I know it’s not that difficult. You just need my account, and my sister’s account + SSN, then just move dad to my account. Finally we got a guy in the store who knew what he was doing. Good.
BUT — while doing the transfer they needed to see my license. Ok, sure. I gave it to them. Then I forgot to get it before we finished up and left. My license was there for THREE DAYS and NO ONE CALLED ME to let me know! I mean, c’mon — you know I’m a customer and you clearly have my phone number. Really? That’s not customer service; that’s just stupid people. Luckily they still had my license once I realized where it was, and I came to get it. But seriously, people — common sense? Not so much here.

Terrible service. They wanted to charge me termination fee when I was returning a wireless card the 14^th day. I also think I got a used card because they gave it to me without package.
Before buying the card, I wanted to purchase an iPhone 5 in the store. 30 min asking me questions and then they told me they didn’t have the model I wanted. I went to the apple store and in 5 min I had the new iPhone.
The worst customer service.

We’ve had great luck at this store, particularly with Colin, who is a Mr. Fix-​It regarding any bureaucracy AT&T might throw his way. Colin knows the phones, knows the service plans, and has helped sort out a variety of issues regarding our family plan (broken phones, strange charges, etc.)