Sprint Store By Nexgen Wireless

Worst store ever. Do yourself a favor and go to the store down the street in Framingham. The woman who acts as the manager is unreasonable, unhelpful, aggressive and quick to anger.

Just DONT GO ! There is no question the most painfull experience I have ever had. I downloaded the Unilocal app just so I could save you. The staff who knew how to answer my questions was disrespectful and the other staff members didn’t know the answers seemed nice, but scared to ask for help due to the snappy responces they received. I took the 35 $ charge just so I would not have to give them any more business. I had to go back twice and got yelled at. I’m just trying to find answers not deal with someone’s short patients. If you hate customer service get a job where you don’t need to deal with people. There is a Sprint store right done RT9 next to Kens steak house guys are extreamly helpful. I will come back and give them my business. Is there a way to give –5 Stars for the mall location ?!

I can’t believe the interaction I just had.
I walked into the Nexgen run Sprint store in the Natick Mall in Massachusetts in hopes of learning a little bit more about the plans they were offering. As I walked in there was one man sitting on the floor putting accessories into a cabinet. He half-​glanced up at me and said «can i help you». He couldn’t have possibly seemed less interested in actually helping me. I asked to the two people working «Yeah, I would just like to hear some more about the plans». At this point I approached the man standing behind the register, doing something with his phone (I get it… its a phone store.). I asked «So whats the deal with the $ 50 dollar phone plan for the iPhone?». He replied as if I was somehow a huge bother to him «50 dollars unlimited talk and text… 20 dollars to lease the phone». OK. I can read the sign outside. I was looking for a little more detail. I asked «Data too?» and he replied «I said Data.» and he laughed at me. I said, actually no — you didn’t. He at this point got confrotational and exclaimed «Yes — I did. Don’t tell me I didn’t say data.» and went back to fidgeting with his phone. I have never received such a negative attitude in customer service. Ever. Literally this was the worst customer service experience I have ever had. I said «You are exceptionally rude. You just lost a sale.» and then I asked for his name. He said «Get out of my store» over and over — said that I was the one that was rude. Eventually said his name was «Mike» and he was the «Manager» — which was probably a lie because I can’t imagine anyone with an attitude this wretched would be promoted into a management position. Really? Get into arguments with potential customers and laugh in their face? This was 10/​17/​2014 at the Natick Mall location at around 5:20 PM. Absolutely ridiculous.
Their website states they «WOW our customers.». Yep. You’re not wrong

We went to the store early because we had been having issues with our Galaxy S4 phones which we got a week apart. We weren’t get 3g/​4G service on one of the phone and yet we were standing right next to each other with our phones. On that exact same phone we stopped getting email from an email account but was still receiving email from the same second email account (i.e. comcast). We also only got sprint and Samsung updates on one phone and not the other. We have owned enough phones to know that something was not right. And our skill level to solve our own issues has has grown with the technology. We have learned to ask questions of experienced repair technicians when we have issues. On to my complaint. I tried to updated the firmware, profile, took the battery out and the phone failed to update and gave an error message that stated it required more service. If you’ve ever had to go in you know this can take up half your day. We called Sprint several times to make sure there was nothing they could help us with over the phone and they said we needed to take the phone in. We headed into the store early, there were no customers in the store when we were approached by Peter, we explained our issues, explained what we did to try to resolve the issues and left our phones for repair while we shopped. When we returned several hours later the store was now busy and we were told by Mike (hurriedly that) there was nothing wrong with our phones. That they were up to date. I explained that there had to be because there was no way that one phone could work one way and the other phone was not capable of working at all. And that it had stopped working as it had. He was getting frustrated that I was not excepting his answer because there were other customers waiting and he told us that they don’t help with emails. As we stood there, I wanted to show Mike that if I deleted the email, I then could not add that account on that phone because the phone wouldn’t do it. I had to demonstrate this on my other Galaxy S4. During this time we witness Mike rudely yell at someone over the phone about how they were talking to him. Peter obviously had no clue as to what he was doing and relied heavily on Mike. It all came to a head when Mike then said that all he could do was a factory reset. I then said that a factory reset should have been done several hours ago when we brought the phone in. He dismissed our issues and us and because we didn’t accept his answers now he was rudely telling us he had been yelled at by a customer earlier and that he was doing everything by himself. I explained to him that those things had nothing to do with us and that we had been there since early in the morning. It didn’t stop there, I then witnessed the most immature and unprofessional behavior ever. Under his breath with 2 separate customers we were called bitches and that the «repair» that he was doing really only took 20 minutes. FYI Mike we work in customer service also and I would never blame other customers for how busy or how rude other customers are to me. Go throw rocks! Plus if your store is «independent» and not «corporate» and cannot handle the influx customers GO WORK CORPORATE. One thing is true, I have been to the Burlington store and the Brookline store and I believe these are corporate. Stay far away from the independent stores because all they know how to do is the basic things and with the technology of the new phones they are not trained to do anymore. And if you are smart enough to know better that pisses them off.

Received my new phone by UPS, says to activate go on line or to a Sprint store, called the Natick Mall store and they say they will not transfer all my info from old phone to new phone and i“m not computer savey to figure it out.