***STAY AWAY FROM THE KEENE, NH AT&T STORE DUE TO THE EXTREME UNPROFESSIONAL CUSTOMER SERVICE FROM…read moreTHE STORE OWNER, PATRICK*** My unique journey with the Keene store began on Thursday December 18th, 2025. I was welcomed to the store by a customer representative by the name of Casey. I wanted to add my fiancé to my AT&T account and upgrade her phone as a Christmas gift. In order to upgrade my fiancée's phone Casey indicated that she would need to be present in the store in order to process a cancellation of her cell phone carriers service with a PIN number and other personal account information. In turn my fiancée and I showed up that Saturday December 20th and processed adding my fiancée to my account. As a Surgical Nurse I was able to add on a First Responder cell service to my AT&T account called FirstNet. This service would not only allow me to have unique cellular service during an emergency for first responders but it would provide a 25% discount on my bill. Casey was very helpful in assisting us in this matter and my fiancé and I left the store with not only a new phone but with the addition of better cell service that only AT&T has a government contract for. After setting up my FirstNet account, which was not easy to do, I found out that the FirstNet service did not work on my phone. I was on call for my hospital all weekend with an inability to receive or make calls. Thank God I had a phone in my call room for any emergency calls I had to respond to. When I had an opportunity to go into the Keene store which was on Friday December 26th I was referred to Patrick, the store owner. While Patrick was dealing with another customer he suggested I upgrade my iPhone 11's IOS as this would "take care of the issue 90-95% of the time" as indicated by Patrick. I returned home and downloaded the updated IOS hoping that the FirstNet service would work and I would finally be able to make anatereceive calls on my phone. No dice!! The upgrade did not resolve the issue. On my fourth visit to the Keene store I waited until I was briefly approached by Casey who even though he was with another customer was adamant in reassuring me that I will be helped shortly. After a short period of time Patrick came over to me to ask me if the IOS upgrade worked. I explained to him that it did not and Patrick instantly said my phone was not fit to have the FirstNet service due to a malfunction of the phone. I asked him if he could look at the phone and he said nothing could be done. There was zero attempt on Patrick's part to assist me by looking at my phone and only suggested that I have my phone looked at by Apple or upgrade my phone in order to have the FirstNet service. After Patrick was correcting me on how I said he suggested I upgrade my IOS to "it was a recommendation and not a suggestion" to not even looking at my phone I asked how much an upgraded phone would cost. Patrick said I could upgrade my phone to an iPhone 16 at the cost of an additional $12/month. After agreeing to this and enduring Patrick's customer skill of degrading and making the customer seem uninformed and stupid I agreed to the upgrade. Patrick went out to the back of the store and got a new phone and came back to me saying "it's going to take some time before we process your issue". After spending 10 mins or so with Patrick talking about my situation I would expect a closure moment to my frustrating situation considering my discontent in regards to my issue. Nope....Patrick quickly and rudely switched his attention to another customer who was being taken care of by another representative. After my disbelief over the fact I would need to wait longer to have my issue resolved after spending some time with Patrick in trying to resolve my issue I asked him why I needed to wait longer. He in turn responded: "I was dealing with an issue with this customer prior to you". This customer walked into the store 5 mins into my conversation with Patrick and was being helped out by another representative. Out of frustration I in turn responded: "Why am I now getting the f***ing run around"? Patrick, knowing he could help my situation by simply looking at my phone but was embarrassed that he did not know enough about his own cell carriers service, responded by saying: "You will not swear in my store. Go get some rest and come back tomorrow or I will call the police to have you removed". Stunned and sickened about how I was being treated I walked out saying I am done with AT&T and am going to cancel after being a customer for 20 PLUS years!!! I immediately went next door to Verizon, cancelled my AT&T service of twenty years and will receive Two new phones for free and pay literally 50% less a month than I did at AT&T. And the Verizon rep was able to help me properly activate my FirstNet service such that I can receive and make phone calls until I officially cancel with AT&T. AT&T- ALL TALK & NO TACT

If I could give negative stars I would! This manager "Patrick" who refused to give his last name,…read moreis a terrible manager! 6/20/25 went to AT&T at 3:45 ish to get clarification on billing when manager Patrick came over to "help" and when he said we had no trade in phones on our account we questioned how that was possible when both me and mom traded in our phones. Patrick said we don't have them and if we could prove what phones we traded in he could help us. We stated how are we supposed to be able to prove it when we don't have the phones anymore and he proceeded to get very sarcastic and condescending with my mom and I. As we were walking out the door he said he could help us find our phones after telling us he could not. Told us our behavior was being recorded to prove how rude we were being. I told him I hope someone watches the recording to see how condescending and unhelpful he was being towards my mom and I. This all happened at the Keene NH branch by Walmart off Winchester Street. Since Patrick told us, he had no record of us trading in our phones this branch basically mishandled the trade in of mine and my mother's cell phones. I had an apple 13 Pro Max phone and my mom had an 11 Pro Max phone therefore we never received our trade in value of over $1000 for our phones alone that they're claiming they never got.