AT&T Store Manchester Mall of New Hampshire

After receiving a 4G flip phone as replacement for my 3G phone (AT&T 3G Sunset plan), I was told by customer service that I could exchange the phone for a different phone. I was told I had to go to an AT&T store, or an authorized reseller to exchange the phones. I first tried a franchised AT&T (my 2 PM appointment at the store was not recognized) store, only to be told, no way could I exchange the phone without paying the difference in cost plus a restocking fee, and no way would the young lady at the store call anyone for assistance in this matter. Again, I called customer service and verified that a no cost exchange could be made at the store. I asked customer service to call the store and was told they could not do that, nor could the exchange be handled through customer service. I went to the Mall of NH (corporate owned) store where I was told something similar, but that I could call customer service and the store would explain how it was impossible for the store to swap out the phones at no charge. I phoned customer service from the store, and Matt, AT&T store rep, spent nearly 3 hours on the phone getting the no cost exchange processed. I applaud his efforts and patience, but wonder about the abysmal communication between corporate, customer service, and the stores. An entire afternoon was lost on something that should have taken 30 minutes. If I were only rating Matt's help I'd give him 5 stars.
Thank you Matt for your help and thanks to the other store employees for facilitating the call and exchange.

Absolutely the worst customer service imaginable. I hoped for some help in setting up my new phone only to have the young rep say right here are the instructions, 1 2 and 3. He couldn't be bothered and had no interest in helping me. Now I'm fumbling with the phone and will cancel my account

Very poor customer service I've been doing business with your store Manchester NH for years. I've been in and had no problem with your associates always very friendly and responsive. Yesterday I went into the store to get help on paying up my phone and upgrading to a new one . I tryed to do it with my AT&T app but got no where. So I went in and the associate said he could not help me I had to call and get it fixed online which I did this for hours that day . I asked him if he could help me do it and fix the problem but all he said to me it wasn't his job he was in sales only . So had to call at&t support and fix the problem myself and order my new phone online. The associate should have been there to take care of this problem I will not shop there again. At&t is my phone company I've been with them since the beginning.

Sorry, apparently loyalty means nothing. Sold a phone was told my upgrade = resolve issues. 2.5 years of agonizing frustration, dawn arrived = no service in area. I am practical, be accountable. Now AT&T wants me to pay them for a phone sold to me, yet they have no service. Be cautious of consumer rights.

Matt A. was horrible and whoever the supervisor was. He adding things to my account without even asking me. Didn't tell me all of the phones that were available for the current promo. Entered my info wrong (he took it directly from my phone) to transfer my line. I got no paperwork for the new account and he did not tell me the correct monthly payment. And signed me up for the most expensive plan. Never communicated a damn thing. I had to ask questions and get clarification. This is just a summary of the bullshit that I went through to sign up with this company. It was a nightmare and I will never be returning to that location again. He clearly didn't care or didn't want to be there. I went to another location to get everything sorted out. The other location was great!