Went in with my husband to get more info on switching my line over from Verizon to my husbands AT&T plan. The guy who sat down with us right off the bat told us that the promotion they had for the up to $1,000 bill credit with a trade in already ended without even checking first. Their website was still advertising it and you could literally check out online with the promotion. We only went into the store because we wanted to make sure my phone # was transferred correctly and so we could look at the new phones in person.
When I told him what the website said, he then decided to check and tried to play if off like "oh yeah you can do that but it's extremely rare to actually get that bill credit". Understandable, we are aware that it will depend on the condition of the phone when you turn it in. But he outright denied the promotion was active initially and didn't bother to check until I questioned him.
Anyways we moved on with the process. He started the process of adding another line to my husbands plan and I told him I wanted to transfer my phone number over and that I had the transfer PIN and my line was unlocked already (AT&T was also offering another $100 bill credit if you transferred over your existing phone #). He then went on to explain if I did that then I would be without cell phone service until whenever the new phone gets delivered. Again, not accurate. I explained to him what the website said which was that you can add the line, order the phone, have it delivered and then finish the transfer of service when you activate the phone when it's received and he denied that also. Said it wouldn't work. He had no idea what he was talking about and didn't bother asking his colleague or looking into it more. Then he went on to suggest that I should just wait 3 more months so I could just upgrade to a new phone when the iPhone 15 is released.
At this point I just said thanks and that we'll hold off on doing anything at this time. He clearly wasn't willing to help and I was not interested in having him set anything up for us. We left the store, called AT&T instead and did everything over the phone. We received confirmation that the $1,000 bill credit promotion was still active as well as the $100 bill credit promotion (as we should, it's all over their website lol). The activation fee was waived AND a much lower monthly rate was offered than what the guy in the store was trying to quote us. He was saying our only plan option would be around $85 a line. The rep over the phone took his time and gave us several eligible plan options with the promotions they were currently offering which ended up being $65 per line.
Maybe the employee was new and not as knowledgeable yet (didn't seem like he was new but you never know). New or not, he certainly could have tried to show some initiative to answer our questions accurately and look up the current promotions as well as look up the exact process for adding a new line & transferring a phone #. read more
