I've been a mostly satisfied AT&T customer for the last 7 years. In their favor, good coverage everywhere I've been, including Stumblefuck, ND, and they unlocked 2 (paid for) phones quickly and easily when I went to the UK so I could use an Asda SIM. Historically trips to the store have been brief and easy and I got what I needed done without grief.
That changed on Saturday. Like most people, we haven't been upgrading handsets and my wife was complaining about problems with her iPhone 5s, so we decided to get her a new phone. She wanted a 7 Plus.
On trip one, we went in and the sales droid pulled out all the stops to get us to buy other shit. $50 iPad mini if we added a line of service. Beats wireless headphones on the table "ready to buy", DirecTV, fucking cell phone insurance plan pre-added to our account in the tablet application. After telling him to fuck off over everything he wanted to do and to not stick us on a 6 gig shared plan when we use 5.95 GB regularly, we finally finished and walked out with the new phone and a case for it (she makes the money, so she gets to buy an overpriced case, but I digress).
Sure enough when we get home -- it's an iPhone 7 -- NOT the plus model. Couldn't tell from the box without the Plus box next to it to compare (or reading the microscoping printing on the bottom label).
Go back to the store WITH the iPhone 7 Plus case we bought and explain it to a different sales droid. Told him the first salesmen brought out the wrong phone, sold us a case that didn't match it without saying anything and who can tell from the sealed iPhone box (iPhone 7 and 7 Plus packaging is IDENTICAL in appearance other than size, and the non-plus box still larger than an actual Plus phone). Told him we had wanted the Plus but been given the smaller one in error. "Why would we pick out a wrong-sized new case? Why would sell us a phone and mismatched case?"
He wanted to charge me a $45 restock fee. Store was crowded and I raised my voice and told him I wasn't paying for his mistake and I would (well, mostly) walk away to T-Mobile with all 3 lines of service. Manager heard my voice, came over and approved the exchange without the $45 fee. Then THIS guy wouldn't let up about the insurance plan -- "Are you a gambler?" Fuck off.
So I get home.....and, the dumbshit assigned MY number to the now-right new iPhone SIM. Third trip back to the store to get a new SIM for my phone and the right number on the new phone.
3 fucking trips due to their incompetence. I told the manager when I was there that he needed to focus his employees on the details of their transactions, not on the relentless upselling.