AT&T Store Jackson Jackson

Because of terrible customer service， I have to pay double of my bill

Why sell plans and not offer support. I don't want to call an 800 number.

I placed an order for a new iPhone on December 31, over the internet. I immediately received an email from AT&T stating that they didn’t recognize my address. I called the appropriate number on the email. The individual I spoke with told me all he was able to do was to delete the offer and I needed to re-enter it. I did that immediately and received the same message. Once again I called the number and again was told they were deleting the order. I was told to call back in 48 hours to replace my order.
On January 2nd, I called back. The representive I spoke with assured me that he understood the issue and was more than capable of reordering and correcting the previous orders. I explained to him the phone I was interested in buying and informed him that I also had an iPhone to trade in. He informed me he was able to complete the order, but was unable to sell me the case for the phone. I paid him $801. I received the new phone on January 5th. On January 6th, I went to the AT&T store in Jackson to purchase the case. While at the store, I inquired of the salesperson to explain how this trade-in program worked. She looked at My account and the invoice I Received and informed me that I didn’t qualify for the trade-in program based on the way the order was entered into the system.
I spent the entire month of January attempting to get this situation corrected, to no avail. I was actually considering switching carriers. I called the Jackson AT&T store onFebruary 2nd and spoke with Jeff, the manager. Jeff told me to come in on February 3rd and he would attempt to come up with a fix. Well, low and behold, Jeff and Daniel, a sales rep, performed a miracle. I can’t say enough good things about these two. They accomplished in an hour what no other AT&T employee or Manager was capable of achieving in a entire month. My hats off for Jeff and Daniel they’re the BEST.

I picked up an online order and the rep activated the new phone without asking or telling me. This was a gift for my wife who is 4 hours away. She suddenly lost service on her phone because the new phone was activated. It took two hours on the app and the phone to reactivate her device. I will never shop here again and have filed a corporate complaint against your branch.

I would like to commend the manager, Nick, on working with me for the last year. There was a mix up when I bought my phone, but I’m happy to say the problem is now resolved! Nick spent time with me every visit I made to the store. He was thorough, concerned, polite and quite tenacious. I’m very grateful to Nick for keeping after this situation until we came to a resolution. He deserves recognition for excellent customer service in this regard. Big kudos!