Sprint Store

I’ve been with Sprint for over twelve years and have never received the kind of service I received yesterday. I’d spent the day out and about and lost my phone in one of several places. I backtracked at each and could not find my phone, so I stopped into the Sprint store near Fairfield Commons and asked for help.
There were two gentlemen working and there were no other customers in the store. I explained to one of them I lost my phone and I wondered how I could use the GPS function on the phone to locate where I might have lost it. The representative asked if I had insurance on the phone. I told him I didn’t think I did. He responded that if I didn’t have the insurance, there was nothing they could do. I asked again, and he said the same thing. Then I asked if I could report the phone lost, so no one could use it. «We don’t do that here,» he said. «You’ll have to call customer service.» At that point I laughed and pointed out the obvious, I didn’t have a phone to do that. He turned away from me and went to trying to open a cabinet.
He was not interested in being any help at all. Never once was I asked my name. Never did he offer to look up my account to see if I had the insurance. He did NOTHING to be of any help. Never once did the other employee, who overheard all this, offer to help. It was the worst customer service EVER!
I left the store, deciding to cancel my Sprint account. Since I’d have to get a new phone I would go ahead and eat the early termination fee just to be done with this company.
When I got home I went online to cancel my service and report the phone lost. I chatted with a lovely rep named April, through their chat system. She suggested I add the «Family Locator» app to find my phone and then I could cancel it if I wanted to because there was a free trial. I did as she suggested and found my phone.
An hour later, I called Sprint and spoke with another rep who was a delight, and then I spoke with a supervisor. I decided after those interactions to stay with Sprint and I told the supervisor why.
I will never again do business with this store. One employee can do that. Thank goodness Sprint had two others yesterday that could save my business. The funny thing was that I never told either rep I was planning on leaving Sprint. I only told the supervisor after I was completely satisfied, so I know they weren’t just trying to save a customer. They were doing their job in a way that it should be done. For all the right reasons.