AT&T Store Tucson Old Spanish Trail

My wife and I are long term AT&T phone owners. I recently purchased an expensive phone at the Spanish Trail store. Being retired I occasionally have a question I can’t handle on my own and have always been very well treated at this store usually helped on the spot quickly and without embarrassment on my part. Last Saturday both my wife and I had a problem with our voicemail. Wow! When we visited the Tuscon Spanish Trail store we were abruptly told that they are just in sales, they couldn’t help us and we could just call 611 and follow the prompts. So with no apology on the kids aka employees we went home and struggled for hours to call 611, follow prompts, get no where until I just repeated over and over “personal representative please” and finally was connected to a very polite person who solved our problems. I have no complaint about that experience. I’m sure we were just showing our age (70s) in trying to follow the prompts , but I am very disappointed in how we were treated at the Spanish Trail store which is closest to our winter home in Tucson and where I have had such good service over the years.

I went into the store today to upgrade my iPad and Blake helped me with the upgrade. He also found that I was being charged for a line I didn’t want or ask for. He took the time to investigate what may have transpired and informed his boss. Then he told me I would be getting a refund and informed me to call 611 when I get home to cancel the line. He was amazing, patient and very thorough. I truly appreciate all his help.

I went to this store to replace under warranty a pelican phone cover for my phone and was told that the little snap was bent to far back and it could not be replaced under warranty. The thing has a lifetime warranty and even though it could not be replaced the clerk offered to sell me another one. Asked to speak with the manager and was told they would not be there till tomorrow. This store sold me this item and assured me it was as good as the otter box I had on my last phone for three years. It is not as good and the service at this store was subpar.
This is the second problem I have had with ATT in the last thirty days. Is the service worse than it used to be or am I just expecting more? I did just turn Sixty, Maybe I am now a grumpy old man!!

David did not disappoint. I went there a few months back and had the greatest experience. So my niece and I went today so she could upgrade and we were so happy he was there. David is fun, yet professional. He really knows what he is doing . David made sure we were happy . He is so detail oriented and I can't say enough great things about him. What an asset he is to the company. We wouldn't go unless he's there. He took so much time to help us out and explain things to us. David ..... we love you. Thanks for the incredible customer service.

I went in there about a month a go to pay my bill and walked out of there AT&T TV. The whole team set me up with the best deal and made sure it was set up and working at home. I recommend them and AT&T TV to anyone. I'm saving money and they hooked me up right. The only downside, and I know this isn't there fault, I never received my $100 Visa gift card for starting AT&TTV. I thought that was a low thing to promise a promotional deal then don't deliver.