Wish I would have checked the reviews before going here, but my data wasn't working properly, so I had it turned off. After waiting 30 minutes, the rep comes over and asks my problem, I explain how I was just at the Apple store trying to figure out why my battery was draining from a brand new IPhone 6 that I hadn't even purchased a month ago from AT&T. They said they don't know what is causing it specifically, but the phone was set up with something running in the background constantly. So, after spending 2 hours at the Apple Store, he reformatted the whole phone and set it up as a new phone for me. No problems there, helpful and found a solution. I asked about my data being used 3 times more than previous periods, as I purchased this phone one day before my last billing period, and I usually only use 1.5-2.0 GB per billing cycle. Since this phone, I went through 2.0GB within 2 weeks and was coming up on using 3.0GB and getting charged another $10 overage fee. They explained it was the way the phone was set up and that I should take to AT&T about that.
Step in this location. The rep hears the above story and doesn't even look up my account or anything and just blames it on the phone and says Apple should replace it with their one year warranty and that there is nothing he can do. I try explaining the story again and he still doesn't even ask for my account information or look me up, just blames it on Apple and the phone and says the charges are legit and there is nothing he can do. I then ask for a manager. Rather than just getting the manager, he walks me over and doesn't let me explain what happens, but rather in his words explains what happened, making sure he explained it specifically stating all the problems that show it is not AT&T that is liable, but the Apple company. So, rather than me getting to explain how this whole problem rooted from AT&T and that I just wanted them to check my account and see what I could do to prevent ANOTHER 1 GB $10 charge, they never looked up my account and the manager just agreed with the rep. No customer service at all!
I ended up leaving and calling customer service to report this horrible location and she ended up crediting my account for not just the last upcharge, but for the future one that I will be getting, as she gave some tips on how to check whether it is the AT&T setting it up or the actual I-Phone. That's how a company should respond. I didn't care if they took responsibility, but rather offered solutions, not just saying there is nothing they can do. AT&T corporate should really do some research on this location, as it looks like I am not the only one that had a bad experience here. To prove I'm not just bashing this company, I am going to go back and write a good review for Juan at the AT&T location in California that I usually go to! Shows how shocked I was in such bad service that I don't even know the rep or managers name. I knew it was going nowhere with them and they could care less. To help corporate, the rep was a young adult male and the manager was an older female, working today around noon. read more
