Long story short, because of a mistake in the system I was unable to add a certain promotion to my account that would've made a new phone I had pre-ordered free. The store manager spent hours on the phone with customer care to try to find a way to make it work. We left thinking that it had, only to see the charges show up on our bill later. After calling customer care myself, another hours-long conversation, I was told that the only way to make it seem as if I were getting that promotion would be for the store to credit my account for the amount of the phone. I went back to the store and relayed what customer care had said. The manager emailed the district manager while we were there, and I had a credit just a few days later. I really appreciate him going the extra mile and making it feel like my account was important to them. read more