How to get a new phone... cheap!

Yeah, they expect every T-Mobile store, in-direct or direct, to be able to do anything Customer Service can do. And some customers will get so mad at us for it.

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It is funny you say that, most issues that cannot be fixed at an indirect store, I can usually fix at my store.

But there is only so much one can do, not everything can be done at the retail store and I hate having to tell them that. I don't blame customers for thinking they can cancel a line of service by coming to the retail store. Truth is, they have to call customer care themselves to cancel. There is no button an employee at a T-Mobile store can press to cancel a line of service, it has to be done through customer care.
There are other things, like putting a line on suspend as well.

Anyway, for all direct and indirect dealers, there is something simple that helps avoid angry customers. Set the proper expectation. If you are unsure of something, do the right thing and find out first. Don't leave out minor details before selling something. It is better to let the customer walk, knowing everything that is on the table... instead of hurrying them into a decision. Your customers will appreciate this more and may come back, or send people your way. And when they do come back, it means they are satisfied with what they can expect. So always set proper expectations. Don't promise something you know you can't give them.

I'm mostly talking about something that has to do with their bill or problems with their phone. If they see that their bill is so high when they don't think it should be, they want to me to fix it. The only thing I can do for them is show them the charges on their bill(which is mostly because of overage), or ask them to call 611 from their phone. Also if their phone has been broken, lost, or stolen and they have insurance, they expect me to just give them a new phone. But all I can do is ask them to call 611.