AT&T Store Kailua Kona Kona Commons

With too many details to submit, I will try to summarize....but, on our first day of vacation in Hawaii, my husband and I were hit by a rogue wave at Ooma Beach (such a wave unheard of by locals). In addition to the loss of numerous objects, my new iPhone 13 ProMax(4 days old), on which I had just filmed ocean beauty, was lost to the ocean wave. After days of trying to claim a new phone through my insurance with Asurion, and getting help through the Kona store who were up against all odds with Asurion,(my local AT&T store supposedly had not accurately obtained my insurance, not filing the serial number, so BEWARE of "Authorized" stores), my Apple Watch found my iPhone. The person who had it responded when we called my phone number several times, and eventually we retrieved my phone.
Through days of discouragement with Asurion, the Kona AT&T Corporate store employees (who we began to know well) were compassionate and tried to be helpful but hit the same brick wall with Asurion as we did. The store manager, Nick A. stepped in, but until I brought him my "found" phone, he wasn't able to do much. Again, be careful in making certain your new phones are "truly insured by serial number" or you will be paying for nothing!
Unbelievably, my iPhone 13Pro Max which had been recovered from the beach (probably buried in the sand for a couple of days) retained everything including my last photos (believe in iPhones! and iCloud!); however, it became difficult to charge and functions were sluggish. Now, the manager, Nick, could help. He replaced my iPhone since it was still under the time limit for return/replacement. Thankfully, Nick A. went above and beyond to take care of me, not leaving me to deal with the problems created by my local store.
We spent a lot of time at AT&T Kona, visiting 7 times. All employees were kind, courteous and super friendly, trying to do their best to help me, against the odds. And when he was really able to help me, Nick A., who was so kind and trying to take responsibility as an AT&T representative, even providing his personal cell number, kept us informed so we didn't feel abandoned during the process. Nick was outstanding!

We shopped at Kona hawaii AT&T store. Chris Krowchuk helped us to purchase a new phone. Chris was excellent, polite and so VERY helpfull. A real asset to your company. Mahalo

Fast service, friendly. Amalia in the Kona location was an exceptional At&T agent.

I wasn’t thrilled with the mask and wait outside. However, once inside, Rodney was a great help. I appreciated his information.

Would have submitted a zero star if possible had to walk out of store. I worked with a white brown hair man with glasses no sure of namewas extremely rude chit chatting with co workers In AC while customers were waiting outside in the Heat. Came in to upgrade to 11 pro max, told him at check in when I sat down said we rarely have that it is better for me to order. So wasted my time was extremely rude absolutely no idea what customer service was. I was going to pay for the phone outright! Just lost business of about 1500 dollars. Unfortunate I recommend you go else where with you business!