Oliver Starr at MobileCrunch went through an experience I too have had at Verizon Wireless stores. I'm not sure if Marnie Wilson is still running the the California operation for Verizon Wireless but if the retail maven still is, things sure have gone from bad to worse and this is counter to her approach to business.
I've seen the smae thing happen at Verizon and other USA mobile operators' retail locations. Compared to my experience in stores run by 3, TeleFonica and Vodafone in Europe who get the retail experience (Phone House too except for one store in Stockholm) the isse is both training and talent. Neither are on the front lines and that's a big problem.
If any of the MVNO's can figure it out, then watch out.
Oh, I have had a positive experience in Sprint stores, but quickly found out that the services I thought I signed up for were handled wrong and quickly corrected by an online data sales person who was aware of what needed to be done.