Some background, I've been with Sprint 12 years. I have six phones on a family plan. My average monthly bill is $300. I also have the Sprint protection plan on most our phones. My wife's phone has dead pixels and we took it in for repair under the protection plan. The manager said that the damage was "only cosmetic" and they wouldn't cover it under the plan. He also went on to say that since this phone was eligible for upgrade, an upgrade was my only option. He tried to push us into pre-ordering the HTC M9 (which is out next month). I said no, my wife likes her phone and we wanted it fix. He refused to fix it and basically threw me and my wife out of the store.
I called Sprint customer service and told them the story and let them know that I was at point of moving to anew carrier. How we were treated was over the top and unacceptable. Sprint customer service did apologize and asked that we go for a second opinion at a Sprint corporate store, which we did. The phone was in fact covered by the protection plan and is currently being fixed.
The Sprint Store by Wireless Experts on the corner of University and Gilbert treated me in a totally unprofessional manner. They were rude, obnoxious and just plain nasty. They refused to honor the protection plan that we've been paying for over the past two years. Their idea of customer service is the same way a bull services a cow! Sprint corporate should shut down this third-party store.
Bottom line: Avoid this store. In the future I'll make sure to go to only a Sprint owned stores.