Att Authorized Retailer

Excessively long wait times (1-2 hours) to speak with inexperienced reps (made no effort to fix the phone I had, discouraged me from using the insurance I've paid for over the years and pushed to sell me a new phone) that are frequently working alone. Unprofessional manager (Kevin) who claims inability to assist by extending service resulting in customer retention (I was charged a restocking fee for an item that was returned to the manufacturer as defective). Very disappointing service.