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November 2023 by D K
Everyone was very helpful at this store. Just be careful and check your bill. When trading in for a new phone I was newly signed up for Protect Advantage and the NextUp installment plan, an extra $10/month in fees, without opting in or being told about either. They were helpful with removing the fees after a couple of calls, but I wonder how many people pay these unnecessary monthly fees without their knowledge.Editing down to 3 stars: A few weeks later, they also would not take my trade-in phone for a $800 statement credit. I had 30 days to do so after purchasing my new phone, and went into the store on day 30. I was told to call customer support as they said day 1 of the 30 days started the day I activated my new phone, not the day after. I did call customer support and was told they should have taken it in the store as it was still valid on day 30, as I had thought. Had to go to the Corte Madera store to turn in my old phone for my $800 statement credit. What an unnecessarily painful experience.
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November 2023 by Erin Casey
This store has excellent customer service. I particularly was impressed by Ilaitia Havili. He spent precious time setting up my phone accounts and did not charge me for his time. If only everyone was this generous, the world would be a better place.
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October 2023 by Sarah J.
I now understand why they have 2 stars. Jonathan said right in front of me that he isn't going to end his lunch early to assist an employee that needed him- to assist me. We all think this but you said it right in front of me? Just not classy.
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September 2023 by Marc
5 your salesman Clem was excellent his patience and professionalism with my 93 year old father was a breath of fresh air customer service that I thought was in the past when we walked out of your store my father his 87 year old girlfriend and I had smiles on our faces and all agreed that guy Clem was great ! Ps I have never written a review in my life but your salesman Clem deserves it ! Thanks again Clem !! The Davantes family
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September 2023 by Geo M
Ilaitia, The store service rep at the Novato CA. store was extremely knowledgeable and very helpful.I was not the average customer.I had a difficult problem porting my phone number from a very large business that had ATT, but over the week, my number had been partially split off to Verizon. This proved to be insurmountably difficult to other technicians from verizon over the previous 7 days.Ilaitia, Although not a corporate care representative, still managed to completely help me and not send me away to another, like Verizon did.Ilaitia, was extremely helpful. He connected with a corporate care representativeand between them, they were able to get all of my difficulties resolved in minutes. I'm now on my own account, with my own phone, that is not split between carriers.Many, many thanks to Ilaitia at the Novato AT&T care center.
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July 2023 by Thomas Shin
Shady business practices. The sales person applied an artificial “AT&T” corporate discount without disclosing this and made it sound like that would be the rate going forward. It lasted one month and then AT&T changed the rate to a “non-AT&T” account increasing the bill by 20%. Very dishonest.
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July 2023 by Peter Reed
Jonathan was exceptional! Took care of my issue immediately. He went above and beyond, very thorough!Thank you!
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June 2023 by Cathy Rath
I don't normally do this, but I had to do a big shout to Cali who just made my sales experience at your store super satisfying. She was competent, knowledgeable and very patient detailing all the moving parts involved with trade-in/iphone deal as well as helping me maximize by phone service too! She's a keeper! THX...
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May 2023 by Sindy Rivera
This is the worst AT&T store. I can walk into the store, but I was waiting for one hour and one of employee help fast one customer just show up from nowhere. I was going to get a new line but I’m not because they don’t deserve a new customer.
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May 2023 by Sunny J.
This place doesn't seem right and looks like a front for something else. Horrible service. Constant upsell. Sneaky behavior. Don't know if they are making money here or just scamming
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May 2023 by Ken Oroceo
Jasmin in Novato At&t understood the essence of good customer service. She is genuine,warm,caring and knowledgeable in her line of business. I will rate 5 stars if not six stars. I will recommend her to all my friends and family
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May 2023 by Leslie Weber
Kalli helped me today and made the purchase and transfer of my data smooth and easy! I appreciated her willingness to help me with my watch too! Super patient and great customer service!
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May 2023 by Mike Baxman
Kalli was awesome. She hooked us up with everything, transferred all my info to my new phone… so easy and wonderful. Kalli deserves a raise or promotion. ATT is lucky to have her
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April 2023 by Berta S.
Horrible customer service! They are using "damaged" iPhone 14 pro for "trade in" and every time you go back there they charge you all the "fees" possible to switch to another phone. Do yourself a favor and don't waste your time with that place! I usually do do reviews but this time I had to.
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March 2023 by Neil Cormia
My wife's iPhone was falling apart (we could actually see inside it) so it was time for an upgrade. After an epic failure to order online we called the Novato AT&T store,. Kallie confirmed they had the phone we wanted and told us to come on down on a Sunday. She was as good as her word and not only did my wife get a nice new phone, case, charger, and screen protector, I got one too! Thanks, Kalli! You saved the day!
