I agree service at store level is a joke.  I ordered a new phone for pick up at local store in Mentor, OH.  Expecting a short wait before completing my order, I am told that I have to wait at least 45 minutes to see an associate to complete my purchase.  I do not mind spending the time for the tech portion, but to sit on my hands for 45 minutes before a SA can waltz me around the store is a joke.  Store manager Scott tells me that he has 35 reps working and that is how long it takes.  The service at store level is a joke.  If my current phone was not broken and contains new messages that I need to access, I would leave VW and to to ATT.