AT&T's (corporate) store service is absolutely terrible. I have money, a working phone (or the SIM from a broken phone), and want to upgrade. Why can't I hand you the money and get a new phone without 20 minutes of tapping around on an iPad? And god forbid you have a business account, then it'll take thirty or forty minutes because they have to look through your account to see if there's anything to fix, and then sometimes there's some flow for a business account that doesn't exist in their iPad app so they have to go to a PC. It's like the Apple Store problem except 10x worse since there's rarely anybody else in the AT&T store when I go there.

I kept my last phone well after I should've probably replaced it because I didn't want to go to the store. Maybe they should try some secret shopping, it might show the flaws. Impulse buying a phone (not that it's something you should do, but probably something they want to encourage since nobody buys new phones anymore) is absolutely impossible right now.

(What I'd really prefer is if they'd just allow me to give them money and just hand me the new phone, but inevitably there's some account crap that happens where the new phone won't activate properly and I have to get another phone to call 611 and figure it out.)

Edit: It might just be because of my families phones being on a business account. We've tried to upgrade (or just buy the darn phone without a contract/loan) through the Apple Store before but they won't do it because their POS system can't handle AT&T's business accounts, and even unlocked devices need to be notated there for some reason.