Sprint Store

Ok. I admit. I have had bad experiences with Sprint and transferring my deceased family member to my name. All sorts of wrong information and unnecessary "work".
I came into the store with dread in my head, expecting another run around and misinformation.
Ken greeted me warmly and helped me beyond expectations on this matter. I was elated. He restored faith and I actually walked out of the store smiling. Big kudos to Ken. Sprint stores should observe how he handles customers. Calm, collected, explained what happened and overall a great example of customer service. Thank you, Ken!

So this is a review based on this store sticking rigidly to what I feel is a too-strict policy on accessory returns even under extreme circumstances.

So I got a case for the moto e on the same day as the original review I posted. However almost as soon as I upgraded I found out that I had a major issue with my connection where a specific number couldn't call me, either with my answering leading to immediately the call being dropped, or the call not being able to reach my voicemail. either way the same error message would play on my part. If this was an acquaintance or a random number I would have left this go; since this was my best friend and probably my most important contact, I had to get this issue fixed.

I waited forever for tech support to try to fix it and they never did. And I kept the phone and the case the entire time because in case the issue got resolved, I wasn't gonna give up my case and have the phone unprotected while I waited, right??

So anyway T-Mobile/Sprint was never able to solve the issue so I signed up for Verizon anyway and had to get a new phone.

My calling issues seem to be fixed with this switch and there was no reason to keep a case for a phone that I know as of last week I couldn't use anymore so today I decided to try to go return it.

Both the sales associate and the manager there were two of the many associates in that store who tried to help me before I went to tech support so I hoped they'd have recognized me and my issue and would have been open to doing an override for my specific case given I was a customer for Sprint for an entire decade or more if you add both stints with them, and my situation was an impossible one to make the right choices on. However that wasn't the case, as even the manager stood ground and said no returns after 14 days. I couldn't believe it, I was appalled. And I don't even know if asking them to call corporate would have helped.

So only because I decided to wait and have faith in them for almost a month and a half, I get shafted in the end with 30 dollars sunk cost. The manager even suggested I try selling it on OfferUp or something!!! The gall!!

Don't go to this store for service unless Christina (the original sales associate who helped me) or Chris (forgot if that's his name, he's an Indian guy with glasses) are there because those two seemed to be the only ones who cared enough to try to help me through my situations this season. As a matter of fact, T-Mobile has royally messed up their customer service and their phone connections due to this merger anyway so it's not worth the risk signing with Sprint/T-Mobile anyway. Just stick with Verizon or AT&T or a pay as you go company

No one greeted me.
Been sitting for a good while.
Time is important currency.
Especially an elder.

I'm a senior, treated as invisible.
Doesn't feel good.

I guess only one girl employee.
Do they only hire millennials?

The website said that there was no wait time obviously that wasn't correct.

Well, still no acknowledgement.
It's cost me $60 already.
I'm leaving. Not happy!

I called twice to speak to the manager, Kerwin and no return call. I needed to complain about one of his employees whose is lame at his job. ....no customer service from anyone here. Will go to another Sprint stire from now on.

And the person helping me showed me the most expensive phone in the whole damn store for my upgrade. It was only when I asked did he show me phones in my budget. All of the options should have been suggested from the beginning.

Hi everybody, I was at this place three times. And all of this times I had to spend about 45 min or more for completing working with my issues. I had one problem, for deciding this problem I had to visit there office twice. I don't recommend this office.

And one more thing if anybody doesn't know Sprint had big problem:
You can't use internet and accept calls or send messages at the same time.

Horrible, horrible, horrible. Where's the next nearest Sprint store and are they any better??

Every time I come here, I remember why I hate coming here. Argh.

The few associates that are available are not very helpful. I understand they want to make a sale but they have major commission breath and seem like those slimy salespeople that no one likes. They seem to be concerned only about making a sale and do not have a genuine interest in helping the customer. Also some of them do not seem very educated about their products, plans, services, policies, etc. As customers, we come to seek guidance, knowledge and options available from an expert or knowledgeable employee, not to just sit there while you say "Uhhhh.. I don't know..." for 5 minutes before we suggest if you can ask someone else or find out.

Also they are always incredibly understaffed and there is always a line of people waiting to be helped and I have to wait for the 10+ people in front of me before I can even talk to an available associate. Slow service as well.

0 stars!
What a terrible costumer service! They just don't care about their clients.
Rude and with not a bit of knowledge.
I suggest to go to the one on 4th Ave in San Mateo.

Do not make the same mistake i did!!! I got bamboozled by Sprint when they claimed to be within 1% of Verizons coverage. Absolutely not true in the Bay Area. I don't get any service in my own house. Im stuck w/em for the next two f'n years and NOT happy about it. I wish i had never made the switch. I had to go buy a 2nd phone from Verizon bc their service actually works.
The data is a joke. I simply cannot rely on them for directions bc the phone is too slow. It can't tell the difference btwn the freeway and the streets next to it. I can't use any social media bc it times out when i try to open/upload/do anything.
Yes, its cheaper...but still sucks bc im paying $86/month for a phone that does not work.
Heres my conversation w/the guy working at the store a couple days ago:

Me: hi, i was hoping you could help me figure out why my phone doesn't work.

Sprint guy: whats wrong with it?

Me: basically everything. It doesn't get service 50% of the time, and when i do have 'bars'...its only one or two. Its never once hit all five.

Sprint guy: so its just phone calls?

Me: no, it's everything.

Sprint guy: so coverage is something that is important to you?

Me: (laughing...thinking he was joking, but he was not) yes! coverage IS very important to me. I am paying nearly $100 for something that doesn't work.

Sprint guy: oh, well if coverage is important to you, than you should get a phone through Verizon.

Me: ( in complete shock) are you seriously telling me to back to Verizon if i want my phone to work???

Sprint guy: yeah, they have way better coverage than we do. Maybe you should have someone open the phone to see if its damaged?

Me: okay, heres my phone.

Sprint guy: oh, we aren't allowed to do that.

Me: why'd you offer then?

Sprint guy: I didn't think you'd want to do that. Go to the Sprint store in Redwood City. They'll open your phone and tell you if there is something wrong with it.

Me: thanks for the help.

I went to the Redwood City Sprint store right after this. I went through the whole story again and when i told him the staff from the San Mateo store sent me...the guy "helping" me got red in the face and told me to go back to the San Mateo store and tell them to stop sending people there.

So...you can see why im so frustrated with Sprint. I still can't believe the guy asked me if coverage is important to me...christ. Take my advice and stick w/Verizon if u want to avoid paying almost $100/month for their '$40 unlimited plan'. Sprint is a joke compared to Verizon and don't be a dummy like me. Im paying $100/month for a paperweight!!

I have been a sprint user for about 25 years. I came to this location to up grade my phone but I told the employees I didn't want the most expensive phone, just wanted a simple upgrade. they were the BEST!
Thank-you to Andrew for his patience and time I took to decide. All of the Customer Service people here are excellent, never had a less than positive experience here.

Maybe Sprint is just looking its way to go to bankruptcy or going out of business. They first told me I have 30 day to try for the service and if it is not good, I don't need to pay for the first month.

But it was only 3G data speed at some places in the downtown area, so on the 28th day, I ported my number out, to give Cricket a try.

And then, Sprint charged me for 2 months of service. They first said when they recorded the porting out, it was 30 day plus a few hours. So they charged for the 1st month, and charged me for the 2nd month, legally.

And then later on, they told me, if I ported my number out, it is not the same as canceling, so no 30 day guarantee.

The 3rd version I got today, was that the 30 day guarantee apply only if I go for the 2 year contract and get a phone from Sprint. If I bring my own phone, then it doesn't apply. (why really?)

After 3 hours of heartache and high blood pressure of talking to 6 different representatives and supervisors, I was finally able to make them correct the bill back to 1 month of charge. I told them about my elevated high blood pressure and that if it wasn't the phone call taking an hour, I would have gone to dinner half an hour ago because I got really hungry and my tummy was rumbling. Do you think they'd care?

Are these companies insane? What are they trying to do? Are they doing the dead cat struggling before they die? Are they just trying to look for their way to go out of business?

Extremely bad company. Do not use their service. Do not deal with them.