Buyer Beware - My Frustrating Experience with AT&T First, I want to be clear--I don't blame the associate who helped me in the store or any of the associates I communicated with. My frustration lies squarely with AT&T's policies and how the company handles customer issues. I just moved to Hot Springs Village from Austin Texas I recently went to an AT&T store to transfer my two phone lines from another wireless provider. My provide did not have very good coverage in HSV. The process took 3.5 hours, but I figured it would be worth it. However, once I got home and went online to set up autopay, I discovered something alarming: the customer service rep had somehow set up three lines instead of two. I started a live chat to get it corrected. After about 30 minutes. He CSR AKA sells man tried to convince me I should keep the extra line with you only be a little extra a month. I explained I don't need one. He told me to give it to a friend or family, keep it just in case. I explained I don't have another phone, but you know he was willing to sell me one. But I would not be able to transfer without extreme cost for three years. From there I was told I needed to contact the fraud department. I spent another 30 minutes on the phone with them, only to be told I needed to return to the store where I made the original transaction. So, I went back to the store--adding another 30 minutes, not including travel time. Once there, I was told I had to call the customer service department. The young man did let me know 'the district manager is in the back, I can get him, but he will tell you the same thing'. What a wasted morning, After 45 more minutes on the phone with the Customer Service Department (who acted more like a telemarketer than Customer support agent), they tried to convince me to keep the extra line, saying it might be useful for a friend or family member, or that I could just keep it "in case." Eventually, I gave in and agreed to pay the activation fee if they would just cancel the unnecessary line. What's even more frustrating is that they kept insisting I was responsible for the SIM card activation fee--but no one could tell me where that SIM card even was. These reps seemed more focused on upselling me phones, lines, and financing options than resolving my issue. They pushed things like helping a friend pay for a phone, keeping an extra line "just in case," or financing a phone for three years--convenient for AT&T, but not for the customer, especially if you ever try to leave ATT. Bottom line: Took approx. 5 hours, two trips, Tylenol, and an unhealthy amount of stress during an already stressful time. AT&T may be the top provider in my new area, but they make you pay for that "privilege." If you choose them, proceed with caution. read more

Melody is amazing and was able to help me with absolutely everything I needed and wanted. Customer service was wonderful she had a very cheery disposition and was considerate of my concerns regarding my phone. She not only did her job but went above and beyond. read more

My husband and I signed up for two cell phone lines, DirectTV, and internet at this store during our move from out-of-state. When we were given the total cost for the package, we were surprised because we had been paying more than the quote for cable and internet where we had been living. We both twice, individually, asked if the price quoted was for the two phone lines, DirectTV and internet and all four times were assured it was. After agreeing to it and setting up an installation date, we left to complete our move. First there was a problem with the install date because we weren't able to be there on that day. We understood that would require rescheduling, but were a little concerned that the salesman hadn't called us the day of as promised to see if we would be available. We called the store several times to reschedule, but were told we would need to speak with the salesman who had set it up in the beginning to reschedule. Each time, we left our names and phone numbers, but never received a call. When we called, we were told he was out of the office, on a conference call, or at lunch. Finally my husband drove to the store and was able to speak with the salesman to reschedule. The installation finally took place, but now we are receiving bills nearly twice what we were quoted and we have found out the tv and internet are not on the same account as the phone lines after also having been told all three would be on one bill. We have talked to customer service several times, and have been told the accounts can be combined and were then told they couldn't when we received separate bills again. We were also told there was no way the price we were quoted could have been correct for what we had signed up to receive. Finally, we were told we needed to speak with the salesman who set it up. Now we're back where we were before - calling and going to the store and are told, once again, that the salesman is not there and we are again promised that he will be given our name and number so he can call us. We're not sure if the messages are not being delivered or if the salesman, who we've been told is the store manager, can't find the time in his busy schedule to call us back, or if he simply doesn't care. We are very close to cancelling all the services and looking elsewhere for a company who values their customers and with a local staff more receptive to their customers needs. read more