AT&T Store Fairbanks Aurora Center

After having two bad experiences with the AT&T store on Airport Way, we tried the store on Merhar Ave. What a difference! We got the manager, Athena, on the phone and she was experienced, polite, and helpful. We went to the store to meet her and to thank her in person. Needless to say, we will deal with her from now on. Thanks you Athena! Kudos to you and your staff.

Horrible customer service after you buy the phone they want nothing to do with you. No stars

Spend a lot of money for new phones then get no help transferring the info from the old phone. Horrible Customer Service. They get no stars

Horrible customer service. I put my name down, then waited 1 hour in my car due to COVID And couldn’t wait inside. They said they “called me” but never did. Then they had a very bad attitude after that. Also they said my husband and I could not be in there together but then let another couple be in there at the same time.

The worst customer service! I’ve been a customer for over 20 years and have never had a problem in the lower 48. The lady who claimed she was the Store Manager, although the AT&T website for this particular location says it’s actually a guy named David, was extremely rude & raised her voice at me and my handicap Mom. Instead of listening to what our problem was and helping us out, she advised us to call the customer service line even after I told her that I’m always on the phone for 2+ hours because the representatives aren’t able to comprehend and assist over the phone without being transferred to multiple people and departments. I’ve been to this particular location before and have had great customer service from Sherian, Fayez, and a male manager, but she was horrible from the start. I hate to say it, but I hope she wasn’t being racist because I’m of color. My issue was with my bill because I had to have our unified account (we used to have Direct TV & a wireless account) cancelled so that we could have a wireless only account. I received 2 bills with 2 different account numbers for the same time period (Aug-Sept). They were basically trying to charge me twice for the same 3 lines on 2 different bills with 2 different account numbers. She said that we would have to call in because they aren’t able to help with billing. I advised again that I always have a hard time trying to get assistance because they don’t comprehend what I’m saying and just keep repeating themselves. Apparently, I can’t get assistance from a “Store Manager” at a store so I guess I’ll have to try calling in again hoping that I’ll get someone that can assist me or just cancel our account all together and go with Verizon or GCI.