Amazing customer service, incredibly helpful and very patient. The rep helping me was very transparent the entire process

Yesterday my iPhone 8 kicked me out of any apps I tried to log into, so I decided I possibly needed to reboot it and it would go back to working properly again. Except, it didn't. Instead, I found myself staring at a black screen with a glowing Apple. I plugged it into the wall, I plugged it into my computer, and nothing changed. I pulled up support documents on my computer from Apple to try to solve the problem, but nothing I tried worked. I was on the verge of tears when I walked into this location, thinking someone here would be able to solve my problem and would know what it was right away. I was so wrong. There were maybe 4-5 employees, all sitting around together in the back of the store. When I walked in, no one at all seemed eager to get up and talk to me, almost like they were drawing straws to take a customer. Already, it's not a great experience when you don't feel appreciated just for walking in the store. I explained to the gentleman who approached me what was happening with my phone and I told him what I had tried already. He asked me one question, which was what kind of iPhone I had. He said he had never in his life seen anything like this happen with a phone before. Then he asked me if I had insurance on the phone, to which I replied yes. He walked over to a station and handed me a pamphlet and told me to file a claim and get a new phone. Not once did he offer to take my phone from me, maybe retry the steps I'd already done, and see if he could get it to work. He was not at all empathetic to my situation, and I was clearly distressed. I went home and tried to get onto the website to file a claim, but the website was just a blank screen. He'd told me it might be possible to even get same-day delivery on a replacement phone, so I was disappointed I couldn't even do that, and I also had no way of calling the support number, because of course my phone isn't working. I started to mess around with the phone again once it was plugged into my computer. First I pressed the up volume, then the down volume, and then the side button. Finally, something happened with my phone! It turns out that all my phone needed was an update, which if he'd had any product knowledge at all of what they sell at their store, he would have been able to figure this out. I find it hard to believe that no one else has ever walked into that store having the same problem I did. This could easily had been resolved if the team members here had a clue on what customer service is. Maybe AT&T should give me a job, because I am actually capable of asking questions and making sure my customers are taken care of. Because of this experience, I'm going to be looking for a new service provider. AT&T just cares about selling and not about taking care of current customers. ETA: I did give AT&T one last chance before taking my business elsewhere. I called the number the AM provided on the reply to this review, and instead of getting through to the actual office, I had a shrill fax machine sound in my ear. I double checked the phone number to make sure it matched what she gave me in case it was operator error, but it most definitely was not. As of 8:30 p.m. last night, I am now a happy T-Mobile customer. The guys in the store in Holladay went above and beyond. I walked out with a brand new iPhone 12 (free with trade-in of my iPhone 8), a smaller monthly bill, and a huge smile on my face. read more

Juan helped me with a billing problem so I could get a new iPhone. He asked a few sales questions to upgrade my account, but wasn't too pushy. It was much less painful than expected. They're located outside the mall near the food court now. They used to be inside the northeast corner of the mall. Might be easier for people to just park and run in instead of having to walk through the mall, but it was more inconvenient for me since I was inside at the Apple Store. I came back an hour later--they were slammed with at least thirteen customers but only two Employees. I waited twenty minutes to buy a phone cover but finally gave up and left. read more

I d like to thanks for the customer care. Specially Chase Rogers that has been doing a good job helping me with any problem or questions.

Angel Took care of our needs today twice, once for me and second time for my husband. Pleased!

Such wonderful workers they are all awesome and super helpful!!! They all are very knowledgeable and always in a good mood definitely recommend this place to everyone!!! read more

This story leaves much to be desired. We were there to transfer lines from Verizon. The rep that helped us was nice, but really not knowledgeable. He spent way too long to get us set up. He asked what numbers we wanted, we picked from a list and then later decided to give us different numbers without ever talking to us. He neglected to tell us about a promotion which cost us $300 in credits we could have gotten. And he promised to get our deposit waived, but we found a charge on our account indicating he hadn't (he ultimately was going to, but letting us know we were going to see that on our statement would have been nice). They get 1 star for niceness, and a Zero for everything else. Lance at the location in AF by Costco fixed everything. (Including the $300) If you can go to any other store, do it. read more

Now I know why this store only has two *'s. AT&T, you guys need to hire people that actually take pride in their jobs and actually care about taking pride in the company they work for and not hire people or these very young people that do not have a work ethic worth shit. I went into this store to upgrade my phone and while this time they actually acknowledged me, the girl clerk still proceeded to help the lady that came in after I did. WOW AT&T get your shit together. I have gone to two different stores and at both stores have been treated like total shit, well to be fair, I don't know if I can say I was treated like shit because I was freaking ignored. So actually, I was treated like NOTHING!!!!! We are switching carriers! This was the last straw. I'm getting my brother and my whole family to switch carriers. GOODBYE AT&T. So much for a 5 year customer!!!! read more

Below is an explanation of my experience. Long story short, be EXTREMELY cautious of the training and knowledge at this store. The salesman are nice and will pull you in - but don't know what they're doing and you'll end up paying for it. It's been a year since the store conned me into a fake BOGO and I've spent over $1,000 fixing their lies/mistakes. Save yourself and just visit another store in the area. My experience: I have been with AT&T since 2000. I grew up near this store so it has become the store I visit when I'm in Utah. A year ago I went in to add a line for my mom (I pay for the family plan, now have both my dad and mom on it) The salesman talked me into the BOGO for an 8, and with that had to change my plan. He was super kind and sounded like he knew what he was saying. Since then my bill increased ~$100 bucks each month on top of what I was already paying, and the BOGO was a complete scam. (Note: the BOGO is real, I just didn't qualify because I already owned the X...however the salesman confirmed to me that I did qualify) Last time I was in town I stopped by the store and explained everything. The employee still works there (which is fine, but he is probably still untrained and unaware), and I sat down with an assistant manager. He said he was going to figure it out..but he's chosen not to respond to any communication. read more

We were conned. Isaac G. omitted the fact that we were entering into a 2 year contract and $40 activation fee for the tablet that we only bought because it was on a super sale. He is the type that gives salesmen a bad name. He lied about how much data my new iPhone would need just to make more of a commission, I suppose. Many other details were misrepresented and now we're having to battle AT&T read more

We were conned by AT&T sales reps. We added a line to our contract back in December 2014. We were told that if we placed insurance on our son's phone (who is a teen) the phone would be covered if it broke, was stolen, lost, water damage, etc. I truly did not want to have to pay anything more extra, but my wife and I where sold once he told us the phone would be 100% covered. My wife did ask if we would have to pay anything extra and not only did the sales rep tell us no, so did the manager. Fast forward to the present and my son's cell phone screen cracked, I go to get a replacement phone and am told we need to pay $199.00. I was livid. My wife contacts AT&T and we are told that is the deductible we would have to pay. What a bunch of crap. I couldn't believe it. Then my wife is told that they will go in on half and we would only have to pay $100. The moral of the story is you don't lie to customers to gain profit. read more

I went to the AT&T store in Murray and they changed my data plan and also charged me a service charge without my consent or knowledge. In my opinion, two unauthorized items are two too many bi will never go back to this store. Then I contacted AT&T via internet talk, when I received messages that I was near/over my data limit (up until they changed my plan without my knowledge I had unlimited data) and was told that they would switch everything back. Fortunately, I made screen shots of that conversation so I have a record because they never switched it back. I was grandfathered into a plan and although they said they would reinstate it, they just charged me an additional amount a half hour ago because they never fixed it as promised. I feel that location and that company is completely dishonest. read more

Went in to purchase a new phone after having a disappointing experience at the Apple Store. I was immediately greeted by Adam V., who promptly helped me find the phone I wished to purchase. He clearly explained the payment options, and quickly worked to get all of account information and process my payment. He was also very friendly and engaging while putting on my screen protector. The entire process took less than 15 minutes (which is less time than I waited to just talk to someone at the Apple Store). I would purchase from this store again. read more

This review has nothing to do with the Murray Store, I am certain they are helpful and OK. This about ATT in general: after going on-line to get phone deals and fighting through seven sessions of on-line forms and communications with Steve 1,2,3,4,5,6 the software went in circles. I called signed on again and got Steve 7 and thought I had a deal of three iPhone 6s for 5$ a month for 30 months with various discounts this was a real savings and his deal was coincident with two other Steve quotes. I finally in the seventh session got to the end where I was ending with financials only to be told I had to call a number to finish the transaction. The number connected with a lady who quoted a price that was full on two of the 6s's and only a small deal on the third phone for a price that would have cost over $75 a month more than the stated internet price with a final price of over $350 for the second two phones. I wasted six hours with ATT to only turn down an offer than was outrageously different and significantly more than the one quoted on-line. Stay away from ATT deals. Their sign-up process is worse than your worst nightmare and leads absolutely nowhere. I wish I had my six hours back... read more