Today started out with a "phone emergency". My I phone 5 did a "Matrix" and shattered all over my wood floors. I had just had a negative experience at the Sprint store the weekend past. I was in panic mode. When I was finally able to get a hold of Sprint on line, who took good care of me, they connected me with a wonderful employee named Nicole. When the store opened she was very welcoming and helpful. She went above and beyond what I consider a 5 star customer service level. I ended up buying some extra goodies for the new phone but it just goes to show you how one experience can take you from 1 star to 5!