Phone CSRs can do more than the folks at T-Mobile stores can these days. The stores mostly exist for retail sales. I presume this also applies to VZW and T.
Yeah, the store employees fundamentally don’t seem to have any more permissions in the system than a customer. They often can’t do more than call the help desk on your behalf.
My impression is that the stores hire ambitious but naive young people with promises of sales commissions, and in reality they’re mostly stuck sitting on hold for frustrated customers
