AT&T Store Athens West Athens

Store Greeter sent me to Simply MAC!!
I checked in for my appointment, letting him know my 7 day old iPhone 11 has a hardware issue/ Warranty issue. He says “we don’t handle Warranty issues at this store! You must go to Simply MAC for that. Simply MAC ran a diagnostics showing the hardware is good. They said Operating System needs to be removed & restored. That should stop the phone from Restarting on its own. To avoid the $20 restore charge I had Geek Squad at Best Buy do the software restore. That entailed having Apple set up the appointment. That same evening, the phone continued to restart itself several times! Again, back on the phone with Apple to explain to two advisors, the issue! Then on a Chat with AT&T to inquire if the corporate AT&T store will indeed handle my Warranty issue. With the phone being replaced, I will lose my $25 tempered glass screen protector! I will have to email the Apple Senior Advisor to get authorization to send me a glass screen protector. I’ve spent seven says dealing with my defective phone & ran to two locations because the Greeter sent me away! I do hope that greeter is there tomorrow so a manager can speak with him about giving out improper information that causes stress to customers & consuming lots of my time!

Visited this store yesterday (12/3/19), a young man greeted me. Explained I was seeking to change to a plan that would lower my monthly amount (currently $40). He informed me that there was only ONE prepaid plan currently offered..$65 with unlimited data..I want to stress he said "ONLY PREPAID PLAN" offered. When I said I would seek another service for a lower rate..he said "THEY ALL COST ABOUT $40". Has this young man not heard of MVNOs? Having been with AT&T many years, decided to verify info...SO GLAD I DID. In addition to my current plan, there are THREE additional offers. Next month I will change my enrollment and will lower my bill by $10 per month. AT&T needs to hire agents that know the product. This was a VERY UNPLEASANT experience.

I called to try & set up a specific time so as not to sit for a long period of time in the store in a Wheel Chair to set up a new cell phone. The girl answering the phone was a no it all & not listening to a customers needs, but interrupting over & over again. And truly not answering the question, why... because she didn't care. Believe me that is very apparent. I don't believe in firing folks, but she needs to be retrained. Please ask the manager of this store to call me.
Ron B.

Went to the store on 10/7/19 and took my 99 year old momma to get a new phone. We arrived at 5:20 pm and were #3 in line. After an hour there were 8 people in line and one “man” was #7 went up to the check in person and got waited on. I went up and questioned that and was told people were coming back from dinner and would be with me shortly. I in turn asked for the manger and was told by an employee in a VERY HATEFUL voice they wasn’t a manager on duty. An employee, Ty, told me he would help as quickly as possible. After 5 more minutes he came and helped us and it took all of 15 minutes. I have been a customer of AT&T since 2003. I WILL NOT recommend this store ever again😡😡😡

Everything went great until the ”Entitled” customers came in demanding to be seen. The customers were rude to the At&t staff when they were told no they couldn't get a new phone from an insurance claim.