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Wed, Jan 2, 2019 12:45 PM

Store employee did not set up my phone properly and unable to get it resolved due to holidays

Went to my local At&t store around New Orleans, LA on Saturday. Im new to At&t and ordered my new x online. I received it in the mail the day before and wanted to transfer my number and information from my previous iPhone. I assumed that it would be easier to do this. I was with Verizon for many years and assumed that At&t offered the same customer service. So I went in to the local store ( will not include demographics) and I noticed a man leering at me from inside. Assumed it was just a customer. But he immediately came up and opened the door and asked to help me. I explained that I had the new phone with me and wanted to transfer my number and information. He was completely unhelpful and was finished in a few minutes. I tried to ask several questions such as how to use the new phone and should I order phone protection. And how to use the new tv bundle. He was completely dismissive and essentially didn’t answer my questions. He said he fully transferred everything and sent me on my way. I get into my car excited.. and try to make a phone call. I can’t figure out how to use it. Once I do, I realize my contacts and information are not loaded. So I go back into the store and a much younger male comes up to me and asks for my name. I said that I just walked out and was still having phone issues. He told me that there was an hour wait and I would have to go through the process again to meet with a customer service rep. Frustrated at this point.. I assumed that I could go home and figure it out for myself once connected to WiFi. Wrong. Had to call apple and explain that none of my contacts, texts, voicemails were coming in. Apparently my iCloud/ iTunes was NOT transferred and that had to be done with the representative on the phone. 2 days later. I’m realizing that I’m not receiving phone calls. I’m getting texts but no phone calls. I try to set up my voicemail.. and am unsuccessful. I call the At&t customer support line and get someone out of the US who tells me I have to go back into the store tomorrow (when I work). I call back a different at& t number and receive a message that no calls are being accepted due to the holidays. Thus. I’m not sure I like this phone, I don’t have protection on it, and I can’t receive phone calls still 6 days later. Not happy. I do not want to go back in that store with incompetent employees who only want to look at me in a inappropriate way.. and stop helping me once they see a ring on my finger and that I wasn’t interested.



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Community Support


137.2K Messages

2 years ago

Hello, @annoyednewcust,


This isn't the experience we want you to have. If the data on your previous iPhone was backed up to iCloud or iTunes, you should be able to restore it yourself. Follow the steps provided by Apple restore your iPhone from a backup. You may still need to go into an AT&T Store to finish the activation. Here's where you can check to see if there's another store near you. You can also set an appointment to reduce the wait time.


Let us know if this helps.


James, AT&T Community Specialist

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ACE - Sage


78.6K Messages

2 years ago


With the amount of personal and confidential information on today’s cell phones, you should NEVER allow access during set up to a stranger.  

Iphone can be completely backed up and restored through iTunes, with your very private username and password.  If you back up regularly with iCloud, you don’t even need iTunes on a computer. 

All an ATT store should do is make sure your SIM card works.


🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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