I wasn't going to leave a review, but after reading the other experiences I read in the past, my experience is not isolated. I'm surprised that the manager (I'm assuming he is) is still there. He is the most rude, non-customer focus person.
Some background: 2 1/2 years ago when I purchased my iPhone 12P at the Apple store in Burlingame - I had to trade in and get my plans updated at the AT&T store. At that time, there was a great, customer focused manager and he said in the future, please go directly to AT&T and upgrade the phone there instead of Apple. Fast forward 2-1/2 years, keeping that in mind, I did upgrade my iPhone 12P to iPhone 14P last Friday through the AT&T Store in Burlingame.
The young man (Jeff) that helped me was very helpful, but their online system kept crashing and had to do the same transaction 5X.
The store personnel were not clear in communicating on what to expect for the next steps. I got an email from AT&T with a monthly fee that is $50 a month more than quoted. I went back and was blown off - don't worry about that, ignore that message, you will get a new rate once you turn in the phone (should have said that earlier).
I got the phone during the weekend, and turned it in on Monday night. The woman that worked there was helpful. She said I was going to get the maximum credit of $800. I was busy setting up my new phone, and signed the trade in paperwork. When I got home, I saw that there is a trade in value of $350. (my fault for not catching sooner). I called the next day when the store opened at 10 am. I was trying to explain to the store manager, and he hung up on me (or conveniently disconnected). I called again, and another rep answered, who was more helpful, but he wanted the password of my iPhone. Not comfortable doing this -- I drove to Burlingame from SF. Both manager and other rep were helping others. I was asked to wait. I was sitting down and someone else came in, and the manager, once he was done with his other customer, proceeded to help the person that came in. She was kind enough to say - "I think she was here first". So when I showed the manager the paperwork, he said you are getting $800 (pointing out to the fine print - you MAY get $800 credit if you are in a plan. I pointed out what does the $350 trade in value mean. He said - that's the value of your phone. I was still confused - he got really frustrated with me - said something under his breath, went into the back room, growled - he is totally frustrated. He just said wait for a couple of bill cycles and come back if you don't get the $800.
And to top that, in myAT&T app, my new monthly charge is $13/month more than quoted by Jeff.
The manager is the rudest customer service person - vast difference with Apple personnel.
If I had to do this over, do everything on line with AT&T or go to another carrier. This is my recommendation for other people who are planning to go to this store. read more
