AT&T

They only can handle issues over the phone. They need a local office. I hate having all cell phone providers. Someone needs a local office.

I stood their for half an hour waiting to be helped and no one even acknowledged me. Lousy customer service. I won’t be coming back to this location. Waste of time.

They have the WORST customer service. I have been with them for almost 15 years and they treat me like I just joined or something. No benefit for being a GREAT customer to their company… they just keep adding on and adding on with no value to long lasting customers.

Went to the store to transfer my wife’s number to my account. The representative, Melissa, was one of the rudest people I have ever encountered and wasn’t willing to help us in the least. At one point, because she couldn’t find a note in our account to release the number, she sarcastically said good luck and got up and left. No one ever came back to help us. We went to the store near 183 and Great Hills and a rep solved the issue quickly and professionally. I am very disappointed in this store and will not return. I advise you to avoid this location.

Is there any phone/​cable/​internet company with a spotless customer satisfaction record? I haven’t heard of one. I do know that a certain company with the initials TW has an overwhelmingly negative reputation, and I would not put AT&T at that level of evil (having been a customer of both companies for the past 15+ years). With that in mind, this review is strictly about the mobile phone buying experience I’ve had at this Mopac & 2222 store.
Twice now I’ve needed a rapid iPhone replacement and this store has quickly solved my problem to my satisfaction, with minimal time wastage. The key to this, I think, was my being prepared before I walked in the door. I knew exactly what I wanted and I knew exactly what types of contractual conditions AT&T would impose upon me before I’d get what I wanted. Everyone was informed, so no one was disappointed.
First time, I had my phone stolen by a wiley opportunist at a photo booth in the middle of SXSW in 2013 (sidenote: never, never, never let your phone out of your control, even for a 30 second photo op, during SXSW; there are shifty grifters just waiting to take advantage of your lack of vigilance). As a rabid social media user & picture poster during the festival, I could not bear to be without my precious iPhone for any length of time. I drove directly to this AT&T store and left within 20 minutes with my fancy new replacement phone in hand. No fuss, no muss. Granted, I was in my «get a new phone for almost free with a new 2 yr contract» period, so they were happy to see me & get me on the hook again, but I was a willing participant in their scheme.
Fast forward 2 years, and I’ve run that replacement phone into the ground. Silly me, I did not max out the memory capacity in 2013, so I easily reached the limit of what that phone could do for me. What, don’t you also like to have 100+ different memory hog apps on your smartphone? Oh, you don’t also stockpile 3000+ photos at any one time because you distrust the Cloud? In any event, after sweating through my Spibelt way too many times during my new running hobby, the external buttons began to fail so that I could no longer turn the phone on/​off, and at a certain point during my long runs, the phone would overheat and go disabled until it cooled down — a big bummer when you are tracking your route & pace using said phone. With the spiffy new iPhone 6 available and a 10 mile race coming up, it was time to upgrade.
Once again, I pressed my luck by strolling in when I had only 15 minutes available to complete the transaction, and once again, this AT&T store did not let me down. I left on time with the new & improved phone of my choice in hand, along with a stylish but rugged clear case and screen protector (for which I probably paid too much, but that’s the price of having it immediately). This never would have happened in the Apple store, where every experience takes about 5 times as long as you have planned for the trip.
I should also add, there was plenty of comfortable seating at this uncrowded AT&T store for my family to use while they waited, and my son entertained himself playing video games on one of the many demo tablets. This made it much easier for me to get my business done and get the heck out of there faster.

After being erroneously sent to an AT&T Retail Store to acquire a new SIM card, I was directed to this AT&T Company Store. This is a really nice store and they have plenty of comfy chairs for the inevitable waiting you’ll do.
It seems like the employees of this store actually know what’s going on, so I’d highly recommend doing your tech support here. Of course the entire reason I thought I needed a new SIM card ended up being completely wrong. Thanks for wasting my time other AT&T store!

As a long time ATT customer, I have been in this store several times for family and business phones. Service has been «meh», sometimes good, sometimes not. I had to write about my last experience as it speaks to the store management, and also had a ludicrous Seinfeld-​esque element to it. Bottom line — I would recommend any other ATT store over this one.
The story goes like this: We ordered a couple new iPhones on December 7 to be delivered directly to the store (one being a Christmas present) and were told a couple weeks delivery. The phones tracked as delivered, and we went in on Dec 21 to pick them up and configure them. After spending some time trying locate them, «Mark» the manager told me the phones had been been refused delivery, and that I needed to contact UPS to figure out what was going on. He then told me that I was the «shipper», and therefore I was responsible for tracking down the lost phones, filing a claim with UPS, etc. I was completely and absolutely dumbstruck by this guy — his staff ordered the phones to his store, and I had no involvement with the logistics whatsoever. He then refused to discuss or assist further, even after I called ATT customer service and put him on the line with them. ATT told me that although the manager might indeed be an idiot and that they completely sympathized with my situation, «Mark» had control of his petty fiefdom in the store and couldn’t be forced to act decently. I then gave up and left, hopefully to never return.
However, my story does have a happy ending. ATT customer service reordered the phones to my business and gave me some credits to make me whole. What was really cool and unexpected — after telling me the phones would take an additional 2 weeks, they somehow put a special rush on the shipment. So I got the phones on ¹²⁄₂₄. «Melissa» from ATT even called me personally to make sure I got them by Christmas. I was really grateful for that!
So this incident showed both the best and worst of customer service. I’m still pretty mad at the manager though.

Alfredo helped me with the whole process and made it great. I ordered a Nokia Lumia 635 online and they totally didn’t even process my order and lost it. So I went in store and they did everything from scratch. I know this place has horrible ratings and luckily I had a good experience.

We hated the idea of having to give up Grande for ATT when we moved this week. We hate it all the more now. ATT ported my husband’s cell number rather than our land line number. Now he has lost the cell number everyone uses and has used since cell phones came out, we lost our land line number, and I am losing my cell number because we refuse to work with ATT or Verizon after all their lies and promises to fix this. They can’t fix a thing. We did nothing wrong and yet all you get out of either vendor is «aw shucks.» Avoid ATT! They were the worse service provider years ago when we had no other choice and we learned the hard way that nothing about that has changed.

I had a great experience at this AT&T store. Jerard Whitman helped me in a very timely fashion and took care of exactly what I needed. On a Weds am at 11 am there was only one person ahead of me. I am so happy with the service I received.

Your company has shut my company down due to antiquated equipment in north west Austin. Unacceptable outdated wiring for wireless you might have made it easy for Google optics. No cell phones aren’t the issue your parent company is and playing God with people’s businesses. been two weeks

I went in to the Att company store on Mopac and 2222 yesterday and was given the best service ever !!! I had spoken to Chris Lawson the night before and actually got to visit with Chris about my service. He was knowledgable and helpful. He gave me options… Which I really appreciated.
This has been my Att store for a long time and now I have a great contact!!!

Infinity negative stars. My DSL won’t work anymore, so they insist I MUST HAVE Uverse. I tell them I don’t want it. Lady I talk to offers me «special» price introductory offer of $ 34.95 a month. But I’ll need a new modem, which is $ 100. I refuse. Nope. Not in the budget. I’ll get some other company, never mind.
So, she offers to comp the modem. I am skeptical because they have hardly ever charged me what they say they will on many, many occasions. So, I agree to $ 34.95 a month with free modem. I am careful to write down the lady’s name, time, and date of this conversation since they have a way of forgetting what they promise.
A month into this, I go to use the internet. It’s cut off for non-​payment. I should only owe about $ 40. I go to the mailbox, the bill says I owe over $ 200. AYFKM? Yep, they charged me for the modem and full price for the internet. I spent 1 hour and 25 min on the phone trying to get someone to correct it. They practically told me I was lying about being offered the free modem. They even denied anyone by that lady’s name worked there. Kept transferring me (five times) to different people. I’m done. So I pack the modem back in the box and go to the ATT store.
The guy behind the counter was a useless smartass. He said he couldn’t take the modem back and would just throw it in the trash if I left it there. He gave me another phone number to call. The «Retention Department». If a company has a whole f-​ing department to talk to pissed off customers, that should tell you something about how shitty their services are!
I finally talked to someone who fixed my bill, although it required another hour on the phone. I only got it turned back on so I can shop for another provider. I’m done.

I’m super crunchy because I went on my lunch hour today 12÷27÷13 to complete a transaction and my sales guy Austin (who is awesome and if I could just rate him I’d give him 5 stars!!) was on lunch.
The store was super busy and I was next on the list. The manager finished his transaction with the stripper and her John and slinked over to list of waiting customers and stops. As he stops and stares at the list, I realize immediately he can’t pronounce my barely ethnic name, seriously?! But he looks me in the eye because he KNOWS I’m that name and says «We’ll be right with you» and walks away.
Time is ticking for me and I am getting super aggravated. He sends an African-​American male out to assist me and I (as politely as possible) let him have it. Austin finally comes out while I’ve been standing here waiting for 20 minutes and my lunch hour is now down to 11 minutes and counting and my level of being pissed is rising by leaps and bounds with every passing minute… NOT because Austin was on lunch but because the STORE MANAGER stood by and WATCHED and did nothing. What kind of management is this, for real? This is no way to treat customers and thanks for confirming racism is alive and kickin’!!
So I asked Austin — «What’s up with your manager being a glorified door holder back there? By the way, what a way to waste a (hefty) salary!!»
As I walked out, he opened the door for me and said nothing, just like I would expect his punk behind to do because I know he heard me!!!
UGH!!!

Their customer service was rude/​bad. I came in because my iphone had died. He told me I can pay $ 450 for a new phone or sign up for a two year contract (oh yes an add an activation fee for a service I already have). I asked if there was any other option or if verizon/​etc was different. He said no and said «good luck».
Seriously. The sales person wasn’t helpful it was more like you «don’ t have a choice and I am going to rub it in your face».
Most people in this delima cannot afford a $ 450 phone (which it is an older iphone so it can’t possible actually retail for this amount) or get trapped in a two year contract. Had I had the protection on the phone (at $ 9.99/mo) I would have spent $ 299 over the last 39 months (the life of the last phone).and would have had to pay $ 199 deductible-​more than the $ 450.
I went to the AT&T store downtown on 5^th where Shana was a dream and went over all of my options and SAVED me money on my monthly plan. Go downtown if you have to choose AT&T here in Austin!

BOTTOM LINE — the associates at this location on n. mopac have poor customer service skills, the manager is VERY unprofessional and has power and ego issues, the manager hides in the back until called out front (does not have a presence in the store), the manager appears to be a poor leader, the associates and not consistent with what they tell customers, the associates & manager do not adhere to corporate ATT policies regarding the buyer’s remorse policy.
here is what happened to me: I was at this AT&T retail store may 6 and may 7. I went to get an iphone upgrade. the phone i got was not working — there are occasional lemons, so this has nothing to do with my review. my review is all about the interactions i had with this specific location after i tried to return the phone. when i started having problems on the day of purchase may 6^th, i called the 1800 tech support line to make sure it was not some kind of setting. the 1800 technician was very professional, made some changes remotely and told me if i continued to have problems that i could go back to the point of purchase and get another phone under the buyer’s remorse policy, no questions asked. i continued to have problems (no one being able to hear me), so i went to the store to trade the phone in. i had two visits at this store on may 7^th, the first one at 1040am (after waiting 40−45min): i told the associate my issue, my call to the 1800 line and that i was told i could trade the phone. the associate i spoke with called me from his phone, could hear me fine from a few feet away and outside the front door (again 20 ft away) and told me the device was working and that he could only trade the phone if i paid a restocking fee. i couldn’t believe the associate thought this was really a technically accurate test of the phone– and i told him that my phone was indeed not working properly, and i wanted to trade it as the 1800 technician told me i could if i continued to have problems. he told me i could not do so without paying a restocking fee. i left the store a dissatisfied customer. i continued to have problems with no one being able to hear me and i called the 1800 technical support line again at approx 1130am. i spoke with a new agent who was extremely professional, had me restore the phone and checked it again and told me the device was indeed defective and that i had two options — that i could return the phone to the ATT store under the buyer’s remorse clause OR i could go to the apple store. i returned to the ATT store after he reassured me he had thorough notes in my record that the phone was defective and i should not have to pay a restocking fee and they would need to exchange it.
so… here is the meat of my review, i returned to this location at 2pm to trade my phone as i had been told earlier in the day i could if i paid a restocking fee and i was also told i could by the 1800 folks. when i returned, i received terrible customer service from the manager Michael Cubberly. there was an associate named Chad who was very kind and professional whom i met with first. he told me i could not trade the same phone back under buyer’s remorse — that i could only get a different phone — which is not what the 1800 folks told me. and not what a different associate had told me earlier in the day. because i was very upset, the associate went to get Mr. Cubberly who proceeded to tell me that i had two options, i could go to the apple store or he could cancel my account as another option. i couldn’t believe what he was saying. i asked him if he was threatening me to take away a phone # i had 15 – 20 years, he denied threatening me. i told him what the 1800 folks had told me specific to the buyer’s remorse policy and he said «this is my store» and i make the decisions on what goes on in «my store». so much for keeping the customer happy. i stayed in the store as the 1800 professional had told me he would call me back after my appt. to see if had a positive resolution. when he called, i had him talk to Mr. Cubberly. then i spoke with the 1800 technician who placed me on hold and confirmed the buyer’s remorse policy with his supervisor. the 1800 associate continued to be very professional and expressed apologies on behalf of Mr. Cubberly and together we problem solved a resolution which made me happy — and it had nothing to do with this store or the unprofessional and power-​tripping manager.
i have had fair service at the great hills location and would recommend going there over this location.

Got my U-​Verse installed this past week. They were on time for installation and were helpful with tips and instructions. Better quality than Time Warner Cable (32 year customer), more channels and I’m getting less sleep than ever watching a gazillion channels. :)
Hell yes I’m a fan!

AT&T U Verse drops the ball again. Both neighbors to my right had this service recently installed.
I was given an original commitment a week later to be installed on March 8^th. The night before they left a message advising me that due to «facility» problems, there would be a delay. A week has gone by, so I called them this afternoon, and they still have no idea, other than BETWEEN 7 DAYS AND A MONTH!!!
I’m considering cancelling the order. AT&T shouldn’t promise or commit to something that they obviously can’t follow through on.
Unilocal doesn’t give me the option of «no stars» so I had no choice but to click one so I could complete my post here.

This would’ve been a five star review except for the cluster-​flub that they had set up to take care of customers on iPhone 5 release date. My fellow Unilocaler Ryan F. had told me that the AT&T stores already had OtterBoxes in for the iPhone 5. I stopped by this store to pick up a colored case for Mom.
Cue the cluster-​flub. A guy comes up and asks how he can help me. I tell him what I’m looking for and he tells me what’s available. Then he says he can’t help me, he can only put me on the waiting list to be waited on by a sales rep. I had no idea that the AT&T store wanted me to wait in line like some new bar on Rainey Street. Maybe it’s like Jeffrey’s and I need a reservation and a jacket with a tie?
Anyways, another employee (Ken Baxter) came over almost immediately after seeing that I was just there to give them money in return for an OtterBox. He was as gracious and charming as an AT&T store employee could be, took the time to show me the different colors available, and got me in and out quickly with my purchase.
I’ll come back to this store — with a reservation to see Ken.

If there is a hell, and I’m sure if there was, I’ll end up there– I will be on the phone with these people for the next eternity.
If you have the option of going Grande side– do it. Never look back. This is on par with Time Warner evil. Hidden fees, promises to wave fees but no follow through– they act like I’m making it all up. It took them an hour just to figure out I wasn’t lying about my identity.
AT&T is like that one night stand you get attached to and can’t let go. I was desperate when I moved back to this city– I needed the internet. I needed streaming movies and music and cat memes. AT&T promised me these things. They were so charming with their reduced Uverse rates and seemingly pleasant customer service. And then, they call me crazy, they say they’ll call back but never do. And they pretend a lot of our conversations have never happened. AT&T is making me feel like a pathetically used and helpless customer who will never trust a wireless provider again.
Thanks a lot, AT&T. You’ve ruined me.
PS — Uverse sucks anyways. I feel like I’m on dial-​up. Don’t even bother.