My first impression of the Springfield store was a pleasant one. The staff was very personable and…read morehelpful. I went in to ask how to retrieve my emails on my Iphone 15pro. They convinced me to buy a new phone because of the $1,100 trade in. This was in MARCH. I mentioned to the manager, Ziara, that my landline phone on my elevator had gone from 24.99/mo to $68/month. She said if I bring her my bill she could have my line installed on my internet, bringing the cost back down to 24.99. A week later, I did. When I arrived home my husband was upset that our internet wasn't working and his phone had been switched to my phone. We both went to the store, and Ziara explained that she must have accidently switched the phones when she opened our At&t account, and switched them back. Fine. This was my 3rd trip to the store. On April 14, I returned to the store because my phone was not working properly. I assumed it had to with our being out of the country on a cruise ship for 2 weeks while using the phones even though my husband's phone was fine. Ziara "fixed" it once again and mentioned that she noticed I was still using Uverse when she looked at my bill earlier. She then said I could save $300/mo if I switched over to Direct TV. I told her I'd had Direct TV before, I discontinued it, because it was difficult to operate. She then said, if I get it, she'll send one of her "guys" to come over Tuesday morning to install the boxes and instruct me on how to use it. So I bought 5 boxes and waited for their arrival. Tuesday morning an At&t service technician, Joe Steele, arrived to switch my land line to the internet line. He was not from the store and had no idea about my arrangement with Ziara. However, he installed a box on my main tv, and gave me some guide lines about how to use it. This is the only real service I've received. A couple days later I went to the store because I hadn't received an email since April 14, the last time it got "fixed", and to ask why her "guys" didn't show up. She said she wasn't sure what happened. I had to insist that she follow through getting me help as part of the conditions we made when I bought Direct TV. At that point, she said, ok, I'll come over to your house myself 9:00 Tuesday morning. She was a no show! I wasn't surprised, but I was pretty pissed at this whole situation. I found the card Joe Steele left, and told him what happened. Reason being, he'd informed his supervisor,Mike Johnson, about the bad service I've been receiving and obtained authorization to help me further if necessary. It was definitely necessary, so Joe came over on a Saturday and installed 4 of the boxes and made sure they were working properly with more instructions on using Direct TV. We had terrible thunder storms in June and the tvs went offline. I called At&t, they said my router was broken. They sent me a new one, but things still weren't working. I called Joe, he came right over, fixed everything including my phone, except for the pop ups. Now that's customer service! Too bad AT&T doesn't realize what's going on between customers and employees. If they do, Shame on Them!

I'm leaving At&T due to horrible customer service... they gave me a used phone and it failed to…read morecharge so I had to purchase another device Ziara Randolph added another line without telling me that she did...I called the 1800 number and they told me that it's an extra line added and that I would have to pay $40 extra dollars per month for a phone line that we had no knowledge of... The representative ordered me to take the phone back and get another device ordered (more money) I took the device back to 1712 West Springfield Avenue in Champaign Illinois my fiance tried explaining to the young man what we were ordered to do however he got frustrated and then told my fiance and I can get the fuck out of his store and argued with me and he told me that I was a black broke bitch (unbelievable) and as we left out of the store witch was clearly still open he came to the door and said more rude things to us... Yesterday was the final day to return the device so Ziara Randolph (store manager) rushed to the door and said that I couldn't come in the facility because of the boy that was rude to my fiance and I were clashing only my fiance could could come in.... at this particular time it was raining outside as well tornado warnings were happening,I then stepped into another store and called the 1800 number and filed a complaint Ziara Randolph gave my partner a piece of paper stating I can't come back (why didn't she put it in my hands... I was standing outside in pouring rain when I looked back the young boy was staring at me trying to intimidate me...I was told by an agent just to go to a different location (I'm on the bus line) remind you that I suffer with fibromyalgia and neuropathy so it's kind of hard to get around..At&t then gave me extra time to turn the device in..I also go to Parkland college and I was going to order an IPhone and a tablet for courses and I was turned around unable to purchase the devices... I didn't do anything to anyone and I pay my bill every month so I should get the proper service that's advertised im really appalled and something need to be done about it...Im chronic illness that requires me to have a phone at all times.. this is unacceptable for paying customers