AT&T Store Daly City Gellert Marketplace

So I've been with AT&T for over 15 yrs. Went into this location on Gellart because I was up for an upgrade. I was seen by (Ho Phan). We talked about my options. I expressed that what was important to me was that it was a newer model of the Samsung. That I'd be able to use a international sim card whenever I was out the country for business. He explained the option of a digital sim card with a empty sim card slot so that I could put international sim cards in the slot whenever I'm out the country. I reiterated that this is something that is important to me. And was he sure I wouldn't have sim card issues. (Ho phan) said whenever I was ready to put the sim card come back and we can help with that. Fast forward to a week or so later when I'm completing my trade in of my phone. And I mention seeing an error when I put my international sim card in. The new sales clerk (Rich) at the same AT&T store on Gellart says its no way that can happen. I explained everything above and how I was told by his colleague (Ho Phan) that it would work. He gave me the 611 number to ask customer service. They told me no. Its not policy. So now I'm frustrated and upset. Because if that was the case. I wouldn't have gotten the phone in the 1st place. So I say. Lets scrap the trade in. And what are the penalties. He brings his manager (Mohammed) into the case. He says I'm on day 16 of the return policy. On top of that. Our phone bill had doubled in over a 2 week period. He was able to tell me reasons as to why it doubled. Something to do with being billed and taxed on the new phone that i had already paid the sells tax on it.. But no tangible feedback but a number to call. Which was a waste. Call back. Call this number. At&T and their surface and billing has been for a lack for a better word. Trash. Inconsistent. In competent. None progressive. Archaic digital policies. T R A S H.

Mahmoud Is the best of the best.

they have workers here that don't know how to treat long time customers, Came in today on Feb 5th around 3:30 pm, an asian guy in a plaid shirt was very rude and not helpful at all, called the store to ask for his name and a lady wouldn't even help me with that. Regional manager needs to have a meeting with these poor customer services reps. Horrible service

Exceellent customer service

I had the worst customer service experience with Manager Dennis and one of his staff members at this store in the morning of January 2nd at this store. As a customer for over twenty years with 9 devices currently with AT&T (including the galaxy flip phone, I would have expected some service. Needed to troubleshoot shoot galaxy s4 tablet keyboard. First person I spoke with began to cut me down and was very short with me with a sarcastic tone. So I asked for the manager. Manager Dennis was right there and not busy but would not come over to speak with me. Instead, he sent me another customer service agent. Needless to say, no one could assist with the problem; keyboard not working. They recommended that I go to Best Buy !. As I exited the store I introduced myself to Dennis explained the issue with the representative talking down to me. Dennis looked at me, weakly said 'Ok', and turned away. By the way the store was not even busy with two other customers in sight. I went to Best Buy instead and they were just awesome !. It was disappointing to get such service, especially for some one as a customer for 20 plus years with 9 devices currently. My questions to the management are:
1) Do your managers receive 'management training'?
2) Do your managers receive 'customer service training' ?
3) Do your frontline staff receive 'customer service training and how to speak with the customers'?
4) Are the staff in this store knowledgeable about the products they service?

My most disappointing experience with AT&T. Is Verizon better ? Taking all my $ to Verizon...and I would not be surprised if they send me directly to Verizon next time.