| rev:text
| - This is by far the worst Sprint store I have ever visited. I originally went in because my LG G4 stopped working. The guy who helped me, JJ, started working very quickly and did not explain anything to me. He had a very careless attitude and I had to ask for him to explain what I was signing. He breezed over things and I had to be very pointed in my questions to get information out of him - no, my activation fees for switching back to my old Note 3 (since I needed a phone to get me through until my replacement arrived) would not be assessed. He also informed me I would receive a phone call when it arrived, which was quoted to take about a week.
About four days later I called them only to discover it had arrived the day before. I went in and, thankfully, I worked with another person. He was extremely helpful and informed me that I was eligible for a free tablet and a plan change which would make my overall total every month cheaper by $5. I took his advice and got the tablet.
Last Thursday morning, about two days after I received my tablet, it would no longer turn on. I was leaving for a trip that morning so wasn't able to get in to have it looked at.
Fast forward to today. I discovered my upcoming bill was $50 higher than it normally was, with an activation fee as well. I called the Sprint store and, unfortunately, got JJ again. He gave me a very careless attitude and said I needed to come in (he did not offer to setup an appointment).
When I arrived, JJ was the one greeting people. I asked to speak with the manager right away (since they had messed up my bill). He refused and informed me to get on the wait list. 1.5-2 hours!!!! I explained I have an escalation (I have dealt with countless Sprint problems in the past) and I shouldn't be penalized for waiting that long due to a mistake his store made. He explained the manager was with another customer and he would talk with him. I asked he let me know how long the wait will be after he speaks with the manager. He never got back to me.
I sat down and talked briefly with the woman sitting next to me. She commented on his attitude as well and we discovered we shared the same dissatisfaction with that store. I called customer care to talk with an associate who tried to help me by speaking with a rep in the store (I literally handed my phone to the store rep who talked with him - then promised to get back to me after speaking with the manager. He didn't follow up either). The customer care rep escalated the call to his supervisor, Alex. During this time, I discovered another group of customers who were also on the phone with customer care to file a complaint and attempt to resolve their problem.
After talking with Alex, my name was called. I kept Alex on the phone while working with Bryce. Bryce explained the manager was not available. Alex then asked to speak with Bryce. Bryce took my phone in the back so Alex could speak with the manager, Chuck Anaya, directly. Bryce returned a few moments later and handed my phone back to me. Bryce helped to what I felt was the furthest extent of his ability and should be praised for having to take the brunt of the frustrations caused by his manager (who, I found from other customers, was not showing himself at all - everyone commented that he was hiding in the back). Bryce did not know the name nor contact info of his district manager (when I asked) and stated he had never seen that person in the store. Alex was unable to look up that info either, but did ask for the manager's full name to note in my complaint. Bryce explained my bill, corrected what he could (Alex credited my activation fee and lowered my tablet plan as well), and immediately replaced my tablet. I left somewhere between an hour and a half to two hours after my arrival.
Multiple problems identified:
- There is no escalation channel customers can use in the store to resolve legitimate, escalated problems.
- Customer care gets me someone in the Philippines who's restricted from viewing important information or having the ability to directly contact the store to resolve problems.
- The manager, Chuck Anaya, refused to help anyone when there were clearly upset customers in his store.
- JJ, the associate in that store, has absolutely horrendous customer service skills. He should be terminated or placed into a position where he can't (or isn't allowed) to interact with customers.
- The other associate who talked with Sprint Care (NOT Bryce - I forgot to get his name) never followed up.
- The associates in the store don't know (or aren't allowed) to give customers their District Manager's name or contact info.
- The overall dissatisfaction of the other customers in the store has pushed me further to strongly consider porting my number to another carrier.
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