AT&T

I have to say that I was very impressed. First of all, the wait time was less than 10 minutes (which yea, sounds like it should be a gimme until you realize that you could have waited 20+ min like I have at other carrier stores).
Now comes the good part. Brian the representative that was helping me out went above and beyond. I needed to port a number over from a provider that could not provide me with any sort of decent service out here. He helped me bring over my number and knowing that I was not in a position to purchase a phone without leaving me near broke he suggested using an old phone from home.
Long story short, within 20 minutes I was on my way with a SIM card that had my number activated on it and all I had to do was find the old phone at home.
All of this went down with no pushy sales tactics. For those of you thinking, «okay so he did his job,» I need to say this: In a world where our sales people are called upon to take advantage of us the commoners and to try to make as much money as possible by up-​selling or sneaking in services or products that are unnecessary, the ease with which I was able to work with Brian was more than any free products or discounts I could have gotten. It is this type of efforts that will help change our world. Even if its one phone port over at a time =D
Oh yeah, I didn’t have to pay a cent for any of this. Thank you Brian! ATT, hire more Brians. K thanks.

I’m shocked to see the low reviews for this store. I stopped in on a Friday afternoon while on vacation, to make a few changes to our account (switching a number onto a different phone and canceling a line). There were a few customers in the store, but plenty of reps walking around. I was immediately greeted by Brian, who was professional, friendly, and patient while I explained the complicated situation we were in and the help I needed. Having been a semi-​frequent visitor to our home AT&T store (where the lines are always really long and the service spotty), I was pleasantly surprised at the level of service I received during this visit. After walking out of the store and realizing I had made a mistake about which number to change, I went back in and another rep helped me fix that issue (I don’t recall her name). Brian, who was helping another customer when I walked in, checked in before I left to make sure everything was fine. Honestly, I know this is a snapshot (given it was only one visit) but in that visit, this team set a high bar for AT&T customer service.

The business model here is so focused on laid back, they fail to offer customer service.
I walked in for my first time, was greeted by no one, looked sounds confused, walked up and awkwardly stood by the counter for 10 minutes as reps walked back and forth, but mostly chit chatted with prospective clients. About 15 minutes in after literally chasing an employee who got away before I could ask for help, a regular customer told me I have to check in at the front… An at&t representative having returned there. After that, the wait was about an hour wait.
All in all, I just wish this business would stop trying so hard to look cool, and instead put their representatives back at counter on much faster computers than their little data entry pda’s, and get some customers handled!

To make a long story short, thought I’d lost my iphone, filed a claim yesterday, found it last night. The staff (Adrianna & her supe, and the next day Bryan) were all extremely helpful, forwarding my «lost» phone to my work phone, and then undoing it all the next day with no complaints, only delight at my finding my phone. Felt pretty silly, but they were all about good service. This speaks well for good training, and empathy. I appreciated it!
I have found that making an appointment works best (the at&t app lets you do that online), but failing that arrive 10 minutes before opening and you’ll be among the first helped.
Mahalo, at&t!

Tried to go get an upgrade which I had available they said it would be $ 250 + $ 399 for phone plus $ 40 because it wasn’t allowing them to just do upgrade and me pay $ 399 for phone like I was expecting to pay. I’m writing review just to let people know there are options I walked into target and got my phone upgraded in less than 15 minutes and it was $ 20 cheaper and I didn’t have to pay the $ 250 upgrade fee. Sometimes other places that have mobile centers are better to go to rather than the actual AT&T store. They were not rude and maybe it was the truth that for some reason they couldn’t do it, however does seem strange. They also canceled my appointment so I didn’t get a chance to give feedback about my experience so I decided here maybe I could help out other customers. I’ve been with AT&T (also Cingular) since 1999.

3^rd in line– Still waiting…
20 minutes…
Next in line… Still waiting…
1hr 10 minutes…
2 employees helping 1 customer…
2 employees scurrying in and out of the back door, but doing absolutely nothing (that I can see)…
1hr 20 minutes…
Some dude (manager?) says we’re next…
Still waiting…
Listened to a couple next to us complain about the long wait…
Still waiting…
Hey knuckle heads, I’m sitting on your little brown bench writing this review…
Conclusion: AT&T Kailua-​Kona customer service sucks!!!
Maybe instead of a little brown bench, you should put some beds or cots out for us paying customers… Wake us when you’re not busy!

More like no stars!
I have never been to an AT&T and received such horrible service. In hilo, which is where I always go, provides fast, courteous, and friendly people willing to help with all your questions. In kona, what a joke! I walked in and was given eye contact but was never greeted or asked for assistance. I place my name on the waiting list, waited there for 20 minutes, and stiIl wasn’t given the time of day. I was gonna get an iphone6 straight up, regardless the price… but, no help! Such terrible service. Go to hilo, it would definitely be worth the drive!

Great customer service experience with Amanda this weekend!
We have 5 lines with ATT and have been customers for about 7 years, and we were just about to end all of our contracts and leave after the AWEFUL experince I have had with ATT call center over the past 3 months trying to resolve a problem that was their fault, and getting no respect from any rep I spoke to.
I had actually gone to ATT in Kona that day to ask a diffrent question, and after Amanda heard all the trouble and disrespect i was getting from the call center she went out of her way to work with a manager to quickly resolve the problem I have been having for over 3 months with the call center. A++ customer service, made me feel like they actually do care about there long time customers!

I’m about the most dis-​satisfied AT&T customer there is right now. Went in to the store to replace my $ 15 Go phone after swimming with it in my pocket. Waited 45 mins and the tech put my corroded SIM card into the new $ 15 phone (I was zoned out and not paying attention at the time). After another 45 mins of purchasing two new phones an Android as well as a new $ 15 (Android would take 4-​days to ship), I was out the door. Before I reached home, 26 miles later, the phone had fried from the corroded SIM card.
I returned this morning with the fried phone and was #3 on the list at 9:45. at 10:30 I was still #3 on the list. I went and spoke with dick who said I would have to keep waiting. I told dick I waited 45 mins yesterday for a $ 15 phone that didn’t work and I wasn’t waiting another 45mins today for the $ 15 phone and trashed it on my way out the door. I went to Walmart and was out the door in 30 mins with a new $ 15 phone. The part that stinks is I have to return to pick up my new Android at the end of the week.
What AT&T doesn’t tell you: if you don’t «make an appointment» you walk in and wait behind all those folks before you AND those with appointments. It’s a crappy system that makes a person wait a total of 1.5 hrs for a $ 15 phone when minimum wage pays a tad over $ 10/​hr. My time is worth more than that to me, AT&T!
Dick should have done more to help assuage my frustration now turned anger. He was almost patronizing (hence the name dick) in his manner and if I hadn’t been on the verge of losing it, would have asked to speak to his manager.
This review is as much about how poor the store manages walk-​ins and such. There were three people working with 7 customers waiting. Several employees came in/​out of the door to the back but none came out to help. At least 3 customers left when they where told the wait would be an hour. Unacceptable, ATT!

My E-​mail accounts were hacked by E-​mail hackers in Tokyo! EEEEK! I high-​tailed myself to AT&T. It took three hours regaining control of all my E-​mail accounts with the co-​operation, compassion, patience and understanding all the AT&T Reps working at this corporate store possess!
Mahalo!

Fastest data, best service