Glad it worked out smooth like me. Don't go back to that store. Those people pretend to not know anything. They only cater to help if you buy from them or upgrade from them. The problem are managers of these stores actually.
Former manager here at one of the highest volume locations in the country. I'd politely disagree and say the blame for poorly educated, obnoxious, or careless reps can be attributed to a wide variety of factors. I've also worked for Apple and other organizations that are known for exceptional service, and saw first hand how the cultures differ.
1) We hired all the wrong people (this is the most important thing at any business)
2) We then micro-managed these same poor-fit individuals with atrocious tactics that sets most up to fail
3) The reps are unionized and the union loves to fight for these same types of employees that you and I as customers have horrible experiences with (oh the stories of crazy things reps did where I couldn't fire them)
4) Upper management creates an incentive system to focus on sales at all costs, while paying lip service to proper customer service. Customer service is part of their rankings, but sales will always come first. And you are being ranked against other reps who may not be as honest/ethical as you are.
While some of the managers are bad, or fraudulent, the very bad apples all eventually get fired. The good moral ones who would never cheat anyone, who are just in a poor system, need your help to get rid of these bad employees. Writing up a very, very detailed email or letter that described exactly what they rep said or did wrong would go a long way in helping fight the union grievance that will surely follow. It will certainly be in their file for when they do something else flagrantly wrong and makes for a stronger case.
I could talk about this for hours/days, and some of us at AT&T did. But almost all of us no longer work there, probably for the same reason
