AT&T Store McDonough McDonough Hampton Road

I'd purchased a new phone for my sister and converted her existing phone # from Sprint all thru the AT&T website (I wouldn't recommend it). Still couldn't receive calls after working on it with phone support and another store for a week and a half. Came to this store, and Dylan was able to work with AT&T Support/Sprint to resolve the problem very quickly. Very patient and professional!! You're going to want to hang on to him.

ABSLOLUTLY ABISMAL. STAFF SLOW, UNHELPFUL, UNWILLING TO DO THEIR JOBS. DO NOT GO TO THIS STORE IF YOU EXPECT TO ACOMPLISH ANYTHING.

Extremely Poor Customer Service from Manager Nora. She answered the phone without a hello and when I tried to be friendly and engage, she continued to be cold. She gave me an immediate “no” to my issue without taking accountability of the stores part or expressing any type of empathy. When I asked for her managers information, she referred me to Customer Care at the 800 #. I will never shop there again!

Horrible customer service and communication. Installation appointment scheduled for Saturday, November 7, anywhere between 9 am and 11 am. After waiting all day—at the house, due to no communication on what time the technician might show up—and after spending hours on the phone with customer service, the second customer service employee finally reveals that a technician was never assigned to our house. A technician is assigned; the technician calls and says he won’t be able to make it. Another call to customer service: now they can only reschedule my appointment for November 17, anywhere between 9 am and 11 am. It is Sunday, and I am happily set up with Xfinity, so I can work tomorrow.

More details on the failure to communicate by the communications company, AT&T, is below:

10:50 AM: A sales rep shows up: the technician is running behind; she states he should be there by 11:15 AM.

11:15 AM: The sales rep is still sitting in the driveway. I ask her what time the technician will be there. She says to call her if he is not there by 2 pm. I tell her I’ll call at 1pm.

1 pm: I call her. My call is not answered, because she is on the phone with her boss. She tells me to call customer service.

1:30 pm: I call customer service.

1:45 pm: a customer service employee tells me the technician will call me in 20-30 minutes with a specific ETA.

2:20 pm: I return the call to customer service, because I never received a call.

2:30 pm: a customer service employee tells me a technician was never assigned. He assigns a technician.

2:45 pm: the technician calls and says he will not be able to make it, because he has other jobs ahead of mine for the day.

3:00 pm: I call the sales rep who says she will see what she can do. After I hang up, I call customer service to see what they can do.

3:15 pm: I’m on the phone with customer service when the sales rep returns my call. A resolutions manager, with the sales rep on the line as well, tells me I have to re-schedule for November 16 or wait and hope the technician shows up today; if I wait, my re-schedule appointment will be pushed back even further. I inform her, admittedly with a little frustration at this point, that is not good enough, because I have to work from home—and I was on the schedule and ready for 9 am to 11 am this morning. She begins to yell at me “Sir, you don’t understand, etc.” and then hangs up. I return to talking with customer service who confirms the technician likely won’t make it and sets another appointment for November 17: over one week from my initially scheduled appointment.

I hang up and call Xfinity. I am now set up with Xfinity within 24 hours. Yesterday was an absolute nightmare dealing with AT&T. My experience shows that the customer needs to be aggressive—i.e. be demanding and repeatedly call at the outset of the appointment—with the employees to have follow through on AT&T’s part: being nice and understanding, even with admitted frustration along the way, proved that I would just get kicked around from one person to the next—the blame it on somebody else game. My advice would be to choose another provide

Great service