Sales Rep 1: nice, helpful, but seemed to know a little less about GSM vs. CDMA than I did… Sales Rep 2: good-natured, but while we were on hold w/customer service, attempted to take care of another customer, but ended up botching up their request. Asst Mgr: had asked customers to wait while he was on(speakerphone) hold w/customer service(for their request), walked away, and the customers had to ask the phone rep to hold while they waited for the asst mgr to return. Net net: Took over an hour to switch a VZW account to a T-mobile pre-paid account… grueling and unacceptable. This probably had more to do w/the customer service via phone rather than the in-store reps. Noticed that several other customers had been there just as long… there is definitely a bottleneck(ahem phone customer service) that T-mobile needs to address.