Originally Posted by scott14719
I see your point about the extreme stuff, but if the people that sell the phones don't know about them then who is supposed to? All of the stuff you mentioned is the employees responsibility to know. It's supposed to be what they do. Why shouldn't an employee doing that job not know how to handle the situations that involve the item that the company they work for sells? Are they just supposed to walk around shrugging their shoulders saying, "I don't know...why are you asking me about this?" If I have a question about a car I expect the dealership (and more precisely the sales person) to be able to answer it.
And let's not forget, we're not talking about super-secret, high-level, developer stuff here. We are talking about the everyday behaviors of these devices. The "custom" and unlock icon has been common place since at least the S4...and root has nothing to do with it. If someone working in an AT&T store feels like they shouldn't have to deal with customers and devices maybe they should rethink their employment situation.
I get what you're saying, however your analogy, in my opinion, is wrong. It is NOT the same as going to a dealership and asking about a car. We sell a service, and the phone is a way to access that service. A dealership sells a car. You don't call Sirius Satellite Radio's customer service asking why your "check engine" light is on, because Sirius is a service, not the device being used to access said service. You have a warranty for a reason.
Trust me, I wish I had more co-workers who took an interest in what they do, because it would erase some of that negative perception customers such as yourselves have of us. I won't lie, the average rep uses the information given by the company, which is the information used in the selling of the devices. For simple troubleshooting, there are steps, and then we have a dedicated tech support division for the more "advanced' issues. Now if the unlock icon was a product of faulty 4G LTE signal, for example, then yes, without a doubt that is our responsibility because we offer that service.
By the way, I edited the previous post...more misunderstandings than benefits.