As most of you know, I am a Sales Consultant in an AT&T Corporate store. So, that does make me a little biased. However, it also makes me knowledgeable about this subject.
About 50% of what I do in the store, is customer service. Things like analyzing rate plans, changing features, and fixing mistakes on the account. More than 75% of the mistakes, are made either by retailers (Wal-Mart, Best Buy, Radio Shack, etc.), Authorized Dealers (Local non- Corporate AT&T store), or online orders. Yes, I know that you can get "better" deals, on some phones, through these outlets. However, is a $20 -$50 savings worth the hassle of having to call customer service, or come into an AT&T Corporate retail store, and spend an hour, or more, of your day, trying to get the problem fixed.
Basically, just ask yourself this question, "Do you want a minimum wage Best Buy employee working on your phone account, or do you want a well trained AT&T Retail Sales Consultant, who actually knows and understands how AT&T plans and services work?"
In addition to that, any purchases made in a Corporate store, are directly linked to your account, so you can go to any Corporate store in the country and do warranty exchanges on accessories, or return a phone inside the 30 day return window. All accessories purchased in a Corporate store have a 1 year warranty from the original date of purchase, and a "no hassle" warranty exchange policy. If we have the item in stock, you get the same item to walk out the door with. If we don't have the same item, then you are given the opportunity to receive a like item, and walk out the door that day.
Warranty exchanges at retailers, generally make you send it in to the manufacturer, and/or wait for a store giftcard in the amount of the purchase price. If you purchased the item on sale, and it goes back up in price, too bad. If you purchased the item at an Authorized Dealer store, you have to return it to that store.
Basically, the best way to ensure a satisfactory experience with AT&T, is to deal directly with an AT&T Corporate store. If you're not sure if the store you are in is a corporate store, just check the display phones. If they are all live devices, then you are in a Corporate store. If they're "dummy phones", then you're not.
