Sprint

I have a Samsung Galaxy 5. It stopped working. I was given a «refurbished» phone and it stopped working after 1 day. tghe Sprint store told me to call corporate and complain. All I get is either the Philippines or Dominican Republic.
Everytime I call I am told to call insurance but this is a warranty issue. Insurance is only for breakge, losess or water damage not for defective innards or, some change of operating system that renders the S5 defective.

I was having trouble with my Samsung account. They helped me find my username and get a new password. Kenya and Rufina were awesome.

This is the most UNHELPFUL Sprint store I have ever encountered. If you need help with replacing an insured phone, save yourself some frustration and Do Not Go Here.
I had to pick up a replaced insured phone which was shipped here. The replacement came without a battery & they were unable to provide an extra battery to transfer all of the information to the new phone. They were not helpful and basically told me we had to buy a new battery from somewhere and then return it.
SMH.

I have been a sprint customer for years and recently needed a new phone. I bought a new Iphone 6 at this store and the service from the manager, Brian, was great! I ended up returning the device and going to another carrier, but the reasons for this decision related to sprint corporate and had nothing to do with this store. In fact, there was an error on my last bill and I had a very difficult time getting it resolved with the sprint customer phone service. One call to this store and the manager resolved the issue. I wouldn’t hesitate from using this store again to buy a device or to get help with my cell service.

I should have known better. Shame on me, but I would not want anyone else get in the same horrible situation where they are not empowered as a consumer.
I called Sprint before upgrading my phone because I was not certain if I wanted an Android or stay with an iPhone. Sprint told me to go to the store and ask to ‘test drive’ the phones. I explained to the ‘Sprint’ store salesman that this was my intention. They failed to mention to me two very important details. 1) They are not a Sprint store, they only hold a license so they are not empowered to uphold Sprint policy and are beholden to Arch Telecom policies. These are not the same thing. 2) The salesman did not know Arch Telecom’s policy of test driving phones. There is a limit. I would have altered my strategy had I known. End result, I was stuck with a phone I did not want and ended up having to do a trade with third party on Craig’s list.
These type of store feed on an economic policy known as race to the bottom. They do not know how to sell, just lower prices to get you in the door.

I was pretty happy that a new Sprint store had opened near my home, since I no longer would have to go farther than 20 minutes, but the service here is the worst! If I could give negative stars I would! The staff is VERY slow. I waited about 30 minutes to pay a phone bill! I’d rather go farther a spend gas money then come here. Very unhappy with the service.

DO NOT GO THIS STORE.
I purchased two iPhone 6 and one iPad at this local branch.
And during the sales, a seller made several untruth about the details with regard to the plan and the device. So when I noticed the problem, it was already over the return policy, 14 days.
The store manager, Greg, told me that he is going to discuss the problem with the Nation Sales Support, he said that he is going to see if they can offer a deal that compensate for the mistakes. If the deal does not make sense to me, then he will see if the return might be possible or not. But he didn’t even get the deal while keep saying he will take care of it on the same day that I made a phone call.
And it has been 3 weeks… every week I made 2 – 3 calls to get through.
but he does not seem to want to solve the problem.
Again, do not go this branch.

They erased all my photos. They are irreplaceable.

This place is not what it seems. It is not REALLY A SPRINT STORE! Owned by some low life who paid Sprint to carry their products an service.
The 2 times I have gone there the young untrained kids that work there mean well but have no clue. DONT GO HERE!
I tried to pay a bill there as I was at Trader Joes and there was one kid trying to help someone on the phone with me an two others waiting there. I waited over 7 minutes listening to his conversation and he never even acknowledged the customers
I asked him if I could pay my Sprint bill and he rollled his eyes and said «do it online» and went back to his chat…
Its a joke… go to the REAL SPRINT STORE in Greenbrae!

Joke of a store and customer service.
I went to get my phone repaired on a tuesday and was told it would be an hour…
to this day I do not have a phone and here’s why:
An hour after phone was attempted to be repaired, called from a landline to ask the ETA on the phone, was told it was not repairable, but i could order a replacement for 75 bucks, I was like okay, thats not too bad. I agreed and was told the phone would arrive in a few days.
I called back a few days later and asked if my replacement phone arrived, was told no. Called back the next day and was asked for my ticket number. I gave them my ticket number and was told there was no replacement ordered! I was told to come in and they would sort it through.
I cam in on a friday night before close and waited 15 mins for a rep. After waiting, the rep knew who I was from the phone call and asked for my phone. I told him they had it. He misunderstood and thought I had the phone and said there was nothing he could do.
I cam in the next day and sat with one rep and the manager for over an hour in the store waiting for them to figure everything out. After being told two employees walked out and quit, the phone was never ordered. He had to go through a tutorial over the phone with the ex employee on how to order the phone and then said I need to pay the 75 dollars and it will be here in a few days.
At this point, I was over it. My job requires me to have my phone on me at least while im working since I am in the medical field and when i mentioned it to him, he just apologized and said there was nothing he could do.
Not only do I not have a phone for a week and put my job on the line for this crappy phone company, i just paid my phone bill in full for service i havent received in a week… all mentioned to this store who can only apologize.

The service at this store is horrible. I spent over two hours waiting for Rob to transfer my contacts and photos from my old phone to my new one. After telling me that everything had transferred, I luckily happened to be in the parking lot when one of my «contacts» called me and it came up with her phone #, not her name. I was leaving town for the day and went back to the store to get my old phone, so that I could actually have the phone #s of the contacts that Rob said he transferred. After begging for my old phone back, cause I was really going to steal the phone that I just sold to them for $ 5, I went home and transferred everything (pics, music, contacts, apps, etc) from the old phone to the new phone in 5 mins (seriously, not exaggerating) using the Android transfer app (something this Sprint staff knew nothing about).
Flash forward 6 months and I am back again getting a new phone for my fiancé. We sat around for about 45 mins while they attempted to transfer her contacts. Problem was they couldn’t get the phone to turn on. I told them that I would take it home and do it myself, we didn’t want to repeat the previous experience. After letting the phone charge for 4 hours guess what… the phone didn’t turn on. Back to Sprint we go. They tell us that it needs to charge and we can go hangout in TJ’s while we wait. Ummm, NO. After a promise that a new phone would be shipped to our home, we wait a week and still no phone. A call to the store confirmed the kids didn’t actually place our order. Congrats San Rafael Sprint. You managed to lose two long time customers.

Rob the Location Manager was very helpful and caring. Although he was not able to identify the problem with my iPhone, he made great strides to EMPATHIZE with me. That goes a long way in Customer Service. I know there are things out of one’s control, but if you show no empathy, why should I care what comes after?
Rob is the man!

I went here for service on my phone. Since this was a new location I got service right away without waiting. Ryan helped us out. He was able to get our phone back up and running without a lot of fuss. As with most customers that end up getting good service, we bombarded him with questions and he was both knowledgeable and patient in dealing with our questions. So yes, highly recommended.