AT&T

Terrible service. Really disappointed– waited forever and it wasn’t even busy. Like over a half hour and 4 employees are just hanging out in back. So terrible.

I went in to buy a new phone today b/​c may old one died. I’ve been an ATT customer for 15+ years but didn’t know the password on our account bc my husband set it. (I couldn’t call him and ask bc I didn’t have a phone!) Employee at the store told me he couldn’t sell me a phone without the password. What? I’m trying to give you money. You can’t figure out another verification method to let me into my account? Lost a sale and he didn’t care a bit. But also, I don’t have a phone! I would LOVE to switch to another local carrier but all the research I do sounds like all the companies around here have horrible customer service.

Not only is AT&T the most difficult company to work with, but their employees do not provide any stellar customer service to make it better. Worst customer service out of all the AT&T locations I’ve been to. Definitely considering taking up another carrier on their «cut your bill in half» special.

At first I walked in and was told to choose from the group of reps staying around the common area. None of them i had to ‘choose from” seemed to want to help me even though no other customers were there at the moment. Any how I ended up being told by the first rep that helped me to call customer service on one of the phones they had to figure out my bill. I ended up getting it sorted out and Sertling T. took care of me! He insure the best customer service and i walked out very satisfied which you don’t always expect to. Thanks man!

Kyle is a lifesaver! Came here with some questions about a recent bill. Brydget and Evan at the Ala Moana store did not explain to me that my next bill may be higher due to prorated charges. Kyle at this Kaneohe location explained everything thoroughly and just really knew what he was talking about. He apologized many times for inconveniences that were not caused by him. Awesome employee/​representative of AT&T.

Came in to get my phone fixed and they told me it would be a 30 minute wait. There’s like a million people who work here and one guy just takes names at the door and just stands there like hello he could be helping me instead of doing nothing. One guy didn’t even hold the door open. It’s just sad that such a big company has smaller stores like this but the customer service is horrible. Someone is only here for a return and has to wait as long as us! Don’t come to this location, you’re better off going to the ones in town.

MICAH — If you get the chance look for him. He is the manager at the Kaneohe branch, awesome guy.
I’ve had all the carriers before settling with AT&T and every experience that I’ve had with an associate or manager for the most part has been more then challenging. A lot has to do with employees being new or just not knowing their jobs trying to make it seem like what ever your problem is it’s either your problem or someone else mistake.
With that being said it was it was refreshing to get someone like Micah. Not only did he know his job but was confident in it. If he didn’t know something he would be honest with you and let you know, but he’d also go that extra step to research and find out. He is genuinely a great person and awesome with assisting me with my issue.
You can’t really blame the store on the long wait times, it’s the only location on the entire east/​north end of the island so of course it’s gonna have its long waits at certain times. Hopefully they open another on this side of the island or add more to the staff. Until then if you’re lucky enough to get Micah the store manager then you’ll be in good hands.
I can’t really comment on the rest of the staff as Micah was the only one that helped me but for the most part I’ve noticed that the rest of the employees seemed very friendly.

The customer service here sucks. I went in to pay a bill and waited for about 15 minutes for help and was told it would be another 15 minutes before I would get help. I’m not trying to buy a phone, just pay a bill. There were two workers without customers but neither helped me. I told the door girl that I was going to drive to kalihi where the service is much better. Avoid this store

Employees here are pretty worthless. They will not help you unless their tablet has a button they can push. They are unwilling to take any steps to solve or resolve issues. They will not read your account, they will not consult another department for clarification.
The worst customer service I have ever had, and that is saying a lot!

I completely got ripped off and I am just now figuring that out!
In May I was long over due for an upgrade, so I upgraded my 4s to an iPhone 6. Previously my family plan had unlimited data and text, and I was adamant with the sales guy about only upgrading my device. He convinced me to ditch my unlimited and switch to a mobile share value plan, because «i would save a ton of money.» He said it would really help him out if I switched, because his manager wants the staff to get their customers out of the unlimited data and text and into the mobile share value plan. He showed me a lot of numbers and after about two hours in the store with him, i decided to do it because I was leaving the island in 3 days, and it really did seem like a money saver.
Well…3 months later I’m realizing how dumb that was. There are 5 people on my plan and we all pay our own part. Previously we each paid $ 60-​$ 65 each, and now we each pay $ 52. This «seems» cheaper, but here comes the sucky part. My iPhone 6, which would have cost $ 299 up front ends up costing me over $ 800, because I have AN ADDITIONAL INSTALLMENT OF $ 35.42 over the next 24 months. HE IN NO WAY INDICATED THIS. I still have my sales receipt AND THE INSTALLMENT PLAN ISNT EVEN LISTED ON MY RECEIPT!
I am so upset and wish he wouldn’t have been so pushy. I can’t wait to drop AT&T.
P. s. This is the first bad review I have ever written. I don’t want anyone else to get ripped off like I did.

If possible, I would give no stars. Worst service I have ever had. Will NEVER have AT&T.

Don’t even waste your time coming to this store. After waiting over an hour to get service from a customer service representative, Roman. All I received were all the reasons why I should wait 4 months to upgrade my phone. He had his lame speech of how Apple is coming out with a better phone and blah blah blah… all of which could’ve been saved for someone else to hear. I asked for some time think it over because I was so annoyed with how pushy he was.
He came back a few minutes later and questioned (actually interrogated) why I wanted a new phone. First of all, I’m coming in because as a customer I would like a new phone and don’t need someone to try to tell me otherwise. Yes, I was tired after waiting for so long to be helped, yes I did not need his ridiculous speech and annoying reasons of why I SHOULDNT upgrade my phone. Yes, I’m pissed off that I wasted my time and ended up talking to a lame customer service representative. So don’t waste your time with this Roman guy and his preconceived notions. I walked out pissed off and told him I’d get my phone from someone who was willing to help me.

Came in to pay a bill! The kiosk doesn’t give change so the person at the door informed me that in order to get change I have to wait in line or go to Foodland! Very inconvenient! Bad customer service!

manager Jeff is very bad services

Was not happy as I’m waiting for 15 mins for someone to service me… Then when my name is call and I wave an make eye contact it appears as employees are squabbling on who to help me an that just pissed me off. Finally after about 7 mins which FELT like another 20 mins. ANYWAY… I was finally help by an employee by the name of (Rome) I think… This gentleman was very knowledgeable of his service plans, phones and customer service. Smiled an had very good eye contact an when didn’t know an answer, found out. I went an grab 2 new phones an ended up getting 2 more add on in service… BUT– in order for me to do that my husband (who is primary) had to come to the shop. AND believe me that was an inconvenience for my husband an I sure tried to sneak my way out of getting husband to come down— this is why Rome is such an asset to ATT– despite my nagging an begging NOT to have my husband come down — he did not budge but yet educated me on the importance of liability with his company– I CAN APPRECIATE THAT!!! I am very pleased with HIS service.
Why 4 stars then… Because i fricken hate waiting…

Someone needs to give more feedback on this store. I went in on a busy time of the year. I understand wait times during the holidays but I don’t expect to have timely service, but I do expect someone to be a little more understanding. I bought my Iphone 5 from this AT&T store back in June, 2013. I’ve had it for a little more than a year and have had to take it to AT&T 4 times to get fixed. For the first year they sent me to Apple, which I did and they replaced the phone twice and had to fix other issues with it two other times. After the 1 year warranty was up, I went to AT&T because I wasn’t able to dial or receive calls. I kept getting a failed message on my phone. I went in 3 times to change the SIM card on my phone. They kept changing it but the error kept happening. It is now the holidays and I don’t have a phone. So I got into AT&T in Kaneohe and wait. There are 14 people in front of me. That’s fine. A very nice greeter tries to trouble shoot all of my issues. His name was Bryce and he was extremely understanding and nice. Which is why I give 3 stars instead of 1. He couldn’t figure it out and I waited for the next Customer Service Rep. I got JT, he was very rude. I explained my situation and he said they could do nothing. I would have to pay $ 299 to upgrade early then pay $ 30 per month for a new phone to rent it. Which would come to $ 720 total for the next two years. Long story short I ask what my options are and he said that’s it. I got upset and asked to speak to a manager. He said he can’t do anything for you. I asked if they could waive the early term fee since i’ve been inconvenienced with changing out the phone 4 times! He said no and to call customer service. I said well my phone doesn’t work can I use yours. So he dialed the number and the VM said they were closed. WHY don’t they know when their customer service closes!!! I asked again to speak to a manager and that I have been a loyal customer for 10 years and that they should be more accommodating. I said I should take my business elsewhere. The guy JT said, yes go ahead. I almost lost it. His customer service is terrible! I asked again to speak to a manager. He walked away and helped the next customer without even getting his manager. I stood there for another 10 minutes before Bryce the nice employee came to help. He got his manager in the back and he finally was able to help me.
So I explained to him that I had insurance which JT didn’t even check and finally he said that I could make an insurance claim. Now why didn’t JT check on this!!! So not helpful!
The manager and Bryce were very helpful. As for JT. If anyone gets him. He is TERRIBLE!

This is the slowest att store! It’s always over an hour wait! They need more sales people, a cashier, and the sales staff they do have should work on their efficiency! If anyone is even thinking about coming here be sure to make an appointment on line!

Let me just say that this review is not for any particular AT&T Store or personnel. The 1 star rating is for the terrible customer service from their cell phone insurance provider, Asurion. DO NOT BUT INSURANCE FROM THIS PROVIDER.
My cell phone was stolen on Sept 24. I thought luckily, I have insurance so I will be able to replace my iPhone. I registered online for the insurance policy and an email was sent to me saying that the replacement procedure is in process and that I will receive another email when the cell phone is shipped out estimating it in about 1 – 2 business days.
On Oct. 3, I called back inquiring about the cell phone as seeing how it was already over a week. They said that that model of cell phone is on back order and that it will be shipped out as soon as they have it. I tried to get a time estimate but they couldn’t tell me. So then I proceeded to ask for a loaner phone in the mean time. They said that they do not have any loaner phones. Then I asked if I could change the colour of the phone to one that they have in stock. They said that once the insurance policy is in place, they can’t alter it. So basically, Asurion was telling me that they have no idea when I will get a phone again and there’s nothing they will do for me in the meantime however I was still paying the insurance rate monthly and had already paid the $ 200 deductible.
I had changed the mailing address of the phone to be sent to my address in Hawaii and not the billing address but Asurion sent it to the billing address anyways and I had to get my dad to ship it out to me. Other than that, they also promised to send out a car charger with the iPhone because they didn’t have any cell phone cases in stock to replace the one that was stolen. The car charger also was NOT sent to me.
I just received the iPhone in the mail today and it is Oct. 18. From filing for the claim to receiving the phone, it took over 3 weeks!!! I will never get insurance coverage from Asurion again. Cell phone providers should also stop working with Asurion.

Terrible customer service!
Got here at 12 on a Wednesday morning. We checked in with a manager in a white shirt, and all we needed was to get a bill statement printed out.
We waited for over half an hour while there were employees in the back office hanging out and while two other employees were setting up accessories.
While I was waiting I was checking out some phone accessories, that were locked up, and stood around for a few mins waiting for someone to help me check out a phone case, no one bothered to help. The manager walked by several times, not saying one word.
Another customer walked in after we had been waiting for 30 mins and was helped immediately at the computer by the same manager that had checked us in.
When our name was finally called we were helped by a friendly member of the staff, who thank god was very nice & helpful! It only took him a couple minutes to print out our statement.
I just don’t understand why not one of any of the representatives could not have just printed out my bill that would have taken just a minute of their time, rather than have us wait for a half hour while other customers are figuring out phone plans, buying phones, accessories and getting a millions questions answered.
Why do they ask what we are there for if they know we only needed something so simple done and they are still gonna make us wait forever?
I cannot believe that guy is a manager, horrible customer service and overall such a crappy experience. I don’t pay 200 dollars a month and have not been an AT&T customer for years to receive such god awful customer service.

I had yet ANOTHER phone problem because I just got a Galaxy 5 from Costco. AT&T is on my way home and luckily, they close at 8pm on Fridays. I had finished my class in town and got in the door before they locked it! The store was busy, but calm. Every table was occupied. A guy with tattoos on both of his arms helped me first. I told him that «Error uploading» message was showing. He suggested I turn the phone off & on… oops…all of my food photos from Bac Nam disappeared. Oh, well… guess I must go back…
My problem must have been a difficult one because that first customer rep went on to the next customer. I looked at my name on the waiting list that is posted on a monitor for all to see… uhg…
I kind of waited around and the Assistant Manager, Christine, helped me. We sat a table so I started to relax and talk more about Unilocal — she was so kind, understanding, and patient! She could relate totally to what I was doing — how can I post photos to my reviews with this new phone? She tried to minimize the pictures — she had me post photos from the website instead of the app. It finally worked, but it’s tedious and cumbersome. Now am debating… shall I downgrade the phone? Maybe the S4 can upload from the app?
We talked about the correct store hours. I took a photo and will now work on correcting the Unilocal info… Hope I can (using trial and error as I am not a techie!)!