I had a great experience with Kylan from the Grapevine store and a not so great experience while using online chat to troubleshoot a problem I was having with my phone. I spent almost an hour in the chat session with Verizon after an employee at the Southlake store told me he didn't know what was wrong but to maybe give the Apple Store a visit. I know my tech was getting frustrated. I was very frustrated too. I had already done most of the troubleshooting they were asking me to do, as I had spent the previous day chatting with Apple support about the problem. At a point in the Verizon chat, I was sent a link and asked to follow the steps in the link and let him know if there was any change. It was literally a link from the Apple support page to troubleshoot the problem, which I had already done several times. When I tried to go back to the chat it was disconnected. We happened to be in Grapevine for something else the next day so we pulled in and fortunately got to talk to Kylan who had the problem fixed in less than 5 minutes. Give this guy a raise. Or a promotion!. Or Both.
