AT&T and the 'New Age'

We watched a Netflix movie the other night that reported on how the "New Age" in marketing relationships has arrived. Sadly, AT&T doesn't seem to have gotten the message. There are two AT&T stores hereabouts, but when I went to the closest one to ask about my iPhone bill, the clerks there tried to be helpful, but then said I'd have to go to the "corporate" store miles away on the other side of town – they were only a "retail" store. It took another morning to accomplish that. Why, AT&T, can't all your stores be authorized to provide the same services, as the clerks in this instance wanted to?