Sprint Store

I want to update my review to say that I was EXTREMELY impressed with the customer service I received the other night.
I came in with an issue that, by my own admission, was very complicated and out of the ordinary. Greg, the associate who had originally sold me my new LG G4, and Jon, who I believe was a manager, spent the better part of a half-​hour helping me with my issue. They talked to customer support and a number of other IT departments, consulted with their inventory personnel, and did all of it while maintaining a friendly and professional attitude, and assisting other customers who came in during that time. They both exhibited incredible professionalism and multitasking prowess. They were able to resolve my issue, and were able to persuade customer service to take care of the accelerated charges that would have been incurred due to my special circumstance.
My new G4 works wonderfully, and I’m now on a better plan to suit my needs. Greg and Jon did their jobs incredibly well.

Shawn Sundsvold at the Sprint Store at the Capital of TX Hwy is a SUPERSTAR!!! My wife and I had moved her phone to another carrier, but were never able to move my phone to it. Finally, we decided to move her phone back to Sprint. We encountered incredible problems trying to do that, but Shawn worked with us.. . on three occasions.. . for multiple hours and was finally able to get her phone back to Sprint. This has ended almost 4 months of incredible frustration where we have paid two carriers hundreds of dollars that we did not want to and could not afford to spend. Most of the major cellular companies provide what I consider pathetic service, but Shawn Sundsvold at Sprint is an amazing exception. We are so very grateful to him for his efforts to resolve our «cell phone nightmare»!

Is there a sprint store that DOESN’T have a store full of incompetent employees? Seriously. This store tops them all. Worse sprint store I have ever been too. I literally walked away from this guy refusing to upgrade my phone and went to best buy to upgrade instead, which they had no problem doing for me. Sprint is pretty close to losing my business.

I had a great customer service experience at this store. I was promptly greeted as I walked in the store by Greg. Greg registered my name and reason for my visit. When it was my turn, Joe Pulido assisted me. Joe made sure he understood all my needs. He went above and beyond to try and save my archaic Palm Pre phone that I dearly love. Unfortunately, he could not save my phone because the Palm profile and Web OS website is no longer supported by Palm/​HP, but this is not Joe’s fault. He did everything he could to try and save my beloved Palm Pre. When we found out this was not possible, Joe presented all replacement phone options to me. He demonstrated the pros and cons of each model available. He also found a way to reduce my monthly bill, and qualified me for a new Android tablet. Joe was very knowledgeable and helpful. I noticed all other customers were being helped in a professional and timely manner as well. I have had good experiences at this store in the past, also. The staff have always been very helpful and friendly to me. I will definitely visit this store again.

Customer Service should be at the heart of any business model in my opinion. When I walked in, there were only 2 customers. They were already being helped. One of the employees excused himself to his client, came and greeted me and asked for my name to be put on a waiting list. I was the only other customer there so I thought it would be quick. WRONG! I was there for an hour and ten minutes before anyone even said ANYTHING to me. The guy finally comes up to me and asks what I need. I explained and he said, «Okay, give me a minute.» Asks another man who had walked in about 5 minute prior what he was in for. (An Interview) This employee went to the back and never came back out. After about another 10 minutes, a different employee comes up and finally helps me with my issue.
I was highly dissapointed with the lack of courtesy, customer service, and plain ol’ human decency. I will look for a different location going forward.

Dont even waste your time here.
These guys are incompetent and dont even care.
Terrible customer service.
Bad attitudes.
I wish i could rate them lower than one star.
I bought my phone from sprint and to make an easy camera repair they wanted me to file a claim. The deductible is $ 200 and when i found out that I didn’t have insurance they said they wouldn’t even look at it.
Took my sprint galaxy phone to iphone repair gods on Anderson lane and they fixed it in about 15 minutes for $ 30.

Terrible customer service. I arrived around 6:30 ready to purchase a new phone and plan. Was greater fairly quickly by a man asking my name in order to get me checked in. He then told me to go play around and that they’d be right with me.
I waited and waited and waited. 45 minutes passed. Then I noticed the TV at the back with the waiting list posted on it without my name. I approached one of the female reps and asked her if my name not appearing meant that I had not been checked in. She told me she would get me checked in in a minute. I told her to forget it because I had been waiting 45 minutes already. No apology, just «Have a nice night.» On the way out I approached the male rep who had originally said he was checking me in. I told him that he hadn’t checked me in like he said. Once again, no apology or attempt to fix the situation, just «Oh, I didn’t?»
I’ve been with Sprint for over 10 years and have never had a problem with service. This isn’t something that will cause me to leave Sprint, but I’m greatly disappointed in the crap service I received at this location tonight.

Only five people in whole store, stood waiting patiently than after 40 minutes left. As well they skipped us & the man went straight to a single young lady, even when he knew we were serious about getting an iPhone 6, lost business.

OMG where do I begin… So let me preface my whole experience. I preordered the 16gb iPhone 6. I want to exchange it for the 128 gb and I have to do this within 14 days…
This was was second day on this quest. I had been in another store and spent countless hours on the phone with Sprint. I finally got a proof of purchase emailed to me and was told I could do this exchange in the store. I made an appointment at 4:30. I got out of work and would be able to walk across the parking lot to take of this. I got there and saw that my name was on the board. Cool. There wasn’t anyone at the hostess stand so I finally made my self cozy on the floor because all the actual seating was taken. After waiting for about 15 minutes a guy (who later I found his name was Carter and was the manager there) walking around asking who’s been checked in etc. I told him I made an appointment and he said ok. So I went back to sitting and waiting…4:30 was approaching and then 4:45…I noticed other people were being called before me that were walk-​ins. Finally at 5PM I was starting to get pissed and took the first opportunity to talk to the next available person and asked when someone was going to help me. Kendra apologized and said she would help me know. Through our conversations I found out that I was suppose to get checked in when I arrived so that I could get put in queue. WTF Carter why didn’t you do that?
I explained to Kendra what my situation was and she was said she would do her best to help me since she was still in training. No big deal, I was just happy that someone was helping me. So with the help of a Supervisor named Shaun and Carter the manager we were making progress. We were almost done with the transaction when Carter said that he wouldn’t be able to make the exchange in the store because I was on the easy pay plan and that I would have to call Order support for the exchange. Something about having to reset my upgrade status blah, blah, blah. Meanwhile while I thought we were finalizing everything we already erased and reset my phone. I begged and pleaded if there was anything they could do because I had been getting the run around. At this point it was already like 6:15. He apologized and said call order support.
OMG I wasted 2 hours in the store! AND I walked out having to re-​set up my phone which took forever since I have so much stuff backed up on my iCloud. I’ve been a Sprint customer for over 10 years and usually when I need help with something in the store or over the phone service has been great. I’m glad that I rarely have to interact with Sprint staff because this was a nightmare!

So far so good.
Went into the store & met with Shawn. Intelligent guy, not your typical phone salesman.
He was patient & ran through our different payment options.
There were a few things he guessed at & when we pushed him for concrete answers on things like buy out price & such, he confessed he wasn’t sure. He did check and let us know the accurate amount. These are new plans and options so we are probably the first people to ask.
Now we wait and see how long till our phones come in.

I understand that sometimes it is just the luck of the draw, but I have had nothing but great customer service from this location. Connectivity issues are another thing. That is Sprint in general, and not the actual customer service representatives. Most recently, I had Shawn Sundsvold help me with an operating issue with my new phone I got a couple of weeks prior. Not only did he figure out a simple answer for the problem, he also spent the time trying to help me save my battery power and helped with my service agreement in which I was paying far higher than I really ought to be paying. We adjusted a couple of things including discontinuing a defunct phone off the account, adding for free a tablet, and then notifying me of a completely new package plan for which would overall drop my monthly statement by half. And all I came in there for was to figure out why my phone was doing something weird. He didn’t appear distracted when other customers came into the store and gave me complete attention until my problems were solved. I am also in customer service and I always appreciate it when i see it given back to me.

I usually hate going to these places, but my last visit was actually pretty excellent. I cracked the glass to my camera and received my otter case the very next morning– go figure. Des hooked me up for FREE and I didn’t even have to go through insurance.
Sorry to see the negative reviews but ish happens. Maybe I got lucky but either way I had a great experience.
And the view was amazing.

Horrible, Horrible, Horrible.
They will straight up tell you their network is having all kinds of problems.
Wouldn’t you think that would make them try harder? I went in to the store to see if a new phone might get better reception. 6 employees, 1 customer. Now I make 2.
The girl greets me and asks if she can «check me in» What am I at the doctor’s office now? Okay I’ll play along. She gets my name and proceeds to mess around on her computer doing something else.
The one customer leaves. Now I’m the only customer in a store full of employees. I’ve been looking at the phones for a while and I’m really ready to get back to my life and out of this store.
So I go stand by the computer-​surfer girl… hoping she’ll get the hint. Finally this guy walks up and starts asking me about the lack of coverage at my house… in the middle of town.
Him: Where do you need your phone to work?
Me: Kind of need it to work wherever I am…
Him: Did she get you checked in?
Me: I guess. So you’re not the guy who helps people
Him: No. I just saw you standing there, so I wanted to make sure you got checked in.
Still not a customer in the store. Just six reps farting around… now seven counting this guy. But I guess whatever they are doing is more important than helping customers. Which makes sense I guess. You wouldn’t want to devote half those 7 people to actually HELPING people… I mean as long as you have them «checked in» you’re probably good to go right?
They should at least let you look over their shoulders while they watch youtube videos or whatever it is that they are busy-​working on while they ignore you.

The past 3 times I have called up there, all 3 different people that answered were very rude. Your job is to answer questions I might have politely, you don’t have to be brash and rude about it while sounding annoyed to ask simple questions. If you don’t want to answer questions that most people are going to ask when they call up to sprint then go find another job. Best suggestion to all, don’t waste your time calling just go up there instead or go online to set an appointment. This will help you avoid being rudely spoken to and feel like your bugging someone even though that’s there job.
On top of that the message system would tell you that they were closed (this being at 7) then it would say please call back during open hours, which said they were till 8pm.

I have had to visit this store over the last few weeks for phone upgrades and support for one of my family plan phones still under warranty. Other than what seems a long wait on a few of those occasions the staff is always nice and I have never left the store feeling like they didn’t know what they were doing or couldn’t help.
I cannot give them 5 stars because sometimes it seems the «wait» is just a process when it looks like there are more Sprint staff available than customers waiting (like laughing and talking to another employee while two of us wait for assistance.)

Very disappointed!
I signed a new contract with Sprint on Sunday, 12÷7÷2012. Brand new to Sprint. Was so excited to get the new phone I wanted as my old company did not offer it. The girl that completed my transaction tried to sell me the service contract for $ 11 a month. I have never used a service contract and do not purchase them. At first she told me that she could not take the service contract off. When I told her I would not be going with Sprint then, she decided she would take it off.
The info came up on the screen for me to acknowledge and the $ 11 was on the screen. She said «I will be taking that off but you can go ahead and acknowledge.» Stupid on my part but, I believed her so, I acknowledged. I get a bill today and the service contract is on there.
So — My first experience with my new contract is to be lied to. I still have 11 days to cancel and, unless they take care of this, I will be handing them back their package. I can’t tell you how disappointed I am. This totally ruins all the excitement of getting the latest and greatest technology.

It’s a foreign concept to me– to write about a good experience at a cell phone store. Most of my past experiences have been less than savory. I’ve dealt with rude customer associates, long lines and contractual things that made me want to scream.
However, I’ve had nothing but great experiences at this Sprint store location. It’s not only a retail store but also one of the repair centers. It’s not a convenient location for me, but I continue to come back to this location for several reasons:
1. Friendly atmosphere
I’ve always been greeted politely by the sales associates and everyone is cordial.
2. Expedient service. Even when the place is packed, they are great about keeping the queue moving rapidly and the customers in and out.
3. Excellent support staff and sales associates. I’ve come to this location for a few repair needs (mainly battery problems). On each occasion, I have left the store extremely satisfied and my phone issues are resolved.
If you are a Sprint customer and need any type of repair or customer service, I highly recommend this location.

Wow. I almost hate to admit that I had a good experience here. I had started out at Arbor Walk, but they sent me here, since my issue was a something-​something issue (I don’t remember what now – had to do with make-​up of the phone).
My phone wasn’t charging (and to think I blamed the nice Radio Shack guy). I was met at the door and they asked for my name, said it’d be about 15 minutes. It was.
The guy who ended up helping me was very friendly (and I really tried to commit his name to memory, but I’ve slept since then, so his name is forgotten). I talked to him about what was going on. He said it’d be about an hour and a half. Let me say this, he did have the forethought to save my contacts, just in case.
I had other things to do (like important coffee-​drinking), so we left in anticipation of coming back when my time was up.
I went to the back window (with my «golden ticket» of not having to wait in line) and had to wait for another customer, which in all reality didn’t take that long.
The woman who helped me was not the most excited to be there, but she wasn’t rude to me. She said that all they had to do was replace the battery. I didn’t quite believe that and asked her to try it. She tried chargers that were back there, but it didn’t charge (SO glad I thought to ask her to try it). Hardly without blinking, she told me it wasn’t working and that they could send me a new one. She made sure of my address and said it’d be here in 2 – 5 days. What? No Words with Friends?!
That was Saturday. Monday when I got home, it was there.
So, so far I’ve been lucky. Keep up the good work. I’d hate to have to update this review!

Where to begin…
I am an absolute stickler when it comes to Customer Service. I mourn its death every time I spend a nickel.
I went to this store ready to purchase the new Blackberry Torch. I knew exactly what I wanted and was ready to buy and leave. Someone who works on a sales commission would think I was the perfect customer or at least they should.
I walk into the store and wasn’t greeted. I go and stand by the display with the phone I want. I stand there for about ten minutes before someone asks if I have been helped. I tell them I am here for an upgrade. He puts my name and number into their queue. While waiting I watch and listen to a female sales person yack it up with a guy who was trying to buy a case for a phone. They talk for at least 15 minutes and she doesn’t make a sale.
Finally my name is called and instead of coming over to me, the guy stands at his register and is waiting for to come to him. We do a 30 second standoff and he reluctantly comes over to me. I ask him to see a working phone as the display models aren’t working. He says no. I ask him if he doesn’t want to sell me a phone today. This confuses him and he answers that he will sell me a phone if I want. Who trains these people? How can the owner of this store make any money if his salesmen don’t want to sell?
Eventually I just tell him I will buy on-​line and walk out. I found the phone for $ 50 less and bought it. I look forward to the future when all these idiots will be replaced by an electronic kiosk.

I’m going to offer some caveats before continuing: I like having Sprint, I like my Samsung Instinct, I’m on a family plan so I’ve never seen a phone bill, so the business overall is A-​OK with me. This review is specifically written about the people and practices of this store, and my experience with them over the past two days.
But going to a Sprint store is about as enjoyable as going to the DPS.
7:00 PM-​Wednesday, November 18.
Walked in with two issues. One, my mother got a new phone, and needed to transfer contacts. Why she has a Blackberry World Edition when she doesn’t know how to work the volume is beyond me, but needless to say the idea of transferring contacts from one phone to another needed some assistance. Secondly, I had installed some upgrade to my Navigation feature and it started crashing my phone. It couldn’t tell me where to go and inexplicably switched my friend’s pictures around on their speed dial icons. I wondered how Jaime had turned into a blonde female in a low cut dress. My phone needed help.
Of course they did that check in thing, and we waited for 20 minutes before someone came over to help Mom. That was fixed in what seemed like 5 minutes. My guy came over, I explained the situation, and he recognized it as an Instinct-​specific problem they could correct by wiping my phone and re-​installing software. He said they’d back up my contacts. I knew… GOD, I knew… I KNEW, I SWEAR I KNEW, this was a bad idea, but I handed it over anyway because I like my little phone Navigation that talks to me. The navigation in my Jeep is too complicated. But anytime they say they’ll save your contacts, I know in my heart it’s bullshit.
They said it would be ready in 20 minutes, meaning at 7:40. They close at 8:00. So I went to Panera Bread downstairs (see other review) to kill some time. At 7:55 I walk back into Sprint, expecting my phone. They had an extra 15 minutes after all. The woman who took my ticket glared at me and mumbled that it wasn’t ready and practically threw my ticket back at me. Puzzled, I sat back down.
She then emerges and says for me to register for the navigation. Fine. Then I notice I have no speed dials saved and no contacts at all. I asked her why, but I had to wait for her to get done laughing with her coworkers over something they found funny about another coworker. When she begrudgingly turned her attention back to me, she said my information would come back in a couple of hours. I asked why not now, and she said just to wait. I took her at her word even though it was fishy. In hindsight, she just wanted to get outta there cuz it was quittin’ time. She wanted to scram as soon as possible and didn’t care that I was concerned every business and personal contact I had was wiped out. I left.
9:00 PM-​Wednesday, November 18
Watched newest Top Chef. Numbers not returned on phone.
10:00 PM-​Wednesday, November 18
Daily Show. Laughing at Jon Stewart. Still no numbers. Start panicking.
12:00 AM-​Thursday, November 19
Popped a sleeping pill, Facebooked… still no numbers.
9:00 AM-​Thursday, November 19
Check phone, no numbers. It’s ON.
10:00 AM-​Thursday November 19
Walked in right at opening, looking for an explanation.
A different guy was at the «‘welcome station» and we’ll just call him Baldy. I saw the girl from last night in the back, and gave her a look. She knew. Baldy asked me what was wrong and I told him. He got all nervous and asked me what options I had installed when I purchased the phone. WTF? I told him they messed it up last night, it has nothing to do with buying the phone. Baldy said for me not to be agitated and I told him then I needed to see his friend back there in repair. Baldy needed to show a little more empathy.
I approached the window and promptly told the incompetent girl that NO my contacts had NOT returned in two hours. She kept mentioning
and I said no, I haven’t been to
because that’s not what I was told to do the night before. She, too, was uncomfortable being told she messed up and rudely told me to have a seat and that being aggravated was not going to solve anything. She may have been right, but I was kicking myself because once again, I KNEW this nonsense would happen.
I sat for 45 minutes, watching people argue their enormous bills and giving Baldy a dirty look or two. Finally, I wanted an update. She said I needed to give her a PIN number, or the name of my first elementary school, otherwise, she can’t access my account. Nothing worked. Finally (and I don’t know how) my contacts reappeared. Maybe it’s because she brought someone else in on the case. Exasperated over this colossal waste of time, I left.
There is a fundamental lack of communication between the representatives on the floor and the customer. They don’t really care about you, and really don’t have to. Terrible service. The end.