Ugh, what an awful customer service experience! My husband and I went in on Saturday because my Samsung Note 5 was acting up. The main issue was the pen not working despite all settings being correct. The girl at the tech counter was on her phone when we walked in and seemed to have zero interest in helping us, asking me multiple times if I had backed up my info (it seemed she was hoping I hadn't so she could send me home and not have to deal with working). She then reset my phone, which did nothing to help the issue, so ordered us a new one saying it would be there Monday. The entire time we were dealing with her she kept wiping her runny nose with her hand and sniffling in that gross, really loud way. It was disgusting, especially since she had her hands all over my phone. The new phone didn't arrive until Tuesday, and without a pen, which was the whole issue. My husband went back Wednesday with the phone, and was told we had to "tell them the pen wasn't working" which.. we had. Anyways he sent my husband home to "try the old pen on the new phone." Which of course did not work. He returned today and was told by an incredibly rude customer service rep that they don't handle the pen issue, to contact Samsung. So, why was this not conveyed at the first visit??? AT&T has gone so downhill and this particular branch is not helping their case.