Seems like this is the way they do things. I called because of a HORRIBLE billing mistake on their part, the person BEGRUDGINGLY offered to "help" by putting me on hold until they after they closed. I am no longer an AT&T customer, but avoid THIS store like the plague. There are better locations, give a private reseller the business, or better yet, go with T-Mobile.
Went in to the store there were 5 associates,one was wearing headphones and looked busy. The others had customers,so I stood in line behind a customer. There was a woman standing behind the associate that I was waiting for.i don't know if she was a trainee or a manager. She was looking at her cell phone for a long time,then she answered the company phone and helped the person. I'm waiting and waiting, finally 7 minutes later she asks me what I need help with. She takes me over to the associate that had the earphones on ,and he finally helps me.