FYI, authorized dealers are in fact trained by at&t. I have worked for both COR and Dealer. There is really no difference in training.
I will say that it is entirely possible to run into idiots at any cell phone store. I have worked along side people who have NO idea what they are talking about.
Either way, when I hire new reps, If they are not tech savvy enough to know what they are talking about and cannot learn what they need to in a reasonable amount of time I promote them to customer very quickly.
Sent from my Nexus 5 using XDA Premium HD app
AT&T Retail Sales Manager