Sprint Store

I wouldn’t advise going here unless you’re looking for a major runaround by the staff, and from Sprint as a whole. I ordered a phone online, and selected the option to pick it up at this store the following day. So I go in, and inform them that I have an appointment to pick up my new phone. My name even appeared on their big monitor screen. I give them the order number, and the rep (herein after referred to as «Clown A») says, «Sorry, I can’t find it in our system. Maybe we should just cancel the order?» Funny thing about non-​existent orders is when someone offers to cancel what they just said does not exist.
So then I suggested that he call their support line to get it straightened out. No such luck. He couldn’t even do that. Instead, he gave me the number and told ME to call them. Since I had no choice, I then go through the process of talking with 2 different reps in some foreign call center, and go through their long BS customer service scripts, which took me roughly a half hour to deal with.
Now, what makes this experience oh-​so-​special is that I have email confirmation and an order number, but no one at the store, OR at their call center, has any record of it. Yep, this is true genius in the making.
So then the call center rep, «Clown B» suggests that after a few minutes of BS, making me wait, talking to someone else, that this be handled by a different department, and passes me over to «Clown C» for more clever marketing script work to blabber on about. Those great lines such by both of them as «Thank you for calling Sprint today.» «I understand that you’re having a problem, and that you cannot pick up your phone. I would be happy to assist you with this problem today, Sir. Sprint values your business, and yadda-​yadda-​yadda.»
So I cancel the order with him, and then I simply start the process all over again with the rep in the store. Once again, how do you cancel a non-​existent order that neither of these two nitwits can find? Gosh, let me think. Oh, well. Nevermind. I’ll just pretend that I’m just as dumb as these two idiots. So yeah, go ahead and cancel the order, and we can start all over from the beginning. So we begin to do that, and just before we get into it, I tell the rep in the store what I’m looking for, and ‘why don’t we just make sure that you actually have it in stock before we go through all of this again.’ So Clown A goes back into their stock room for a few minutes, and informs me that the phone that I’m looking for isn’t even in stock.
Probably what is even worse about this experience is that Sprint CEO Marcelo Claure will probably never know about this complaint, because anyone who operates such a lousy business couldn’t possibly have a clue about what really goes on inside of it, and how nitwits like this screw their customers. Sprint CEO Marcelo Claure, if you’re out there Googling your name in order to fulfill your inflated ego, get a clue! You operate a lousy business that pisses people off.

2.5 Stars is an overstatement. Juan is the typical sales guy, oversell and under-​deliver — tells you what you want to hear on the phone to get you into the store, then he says «system error» and doesn’t even have the service experience to say he messed up but tries to save face… well Juan you suck, there’s a new young guy who’s awesome at trying to help, but Juan messed up, and he’s just sitting on his bum, paying no attention.

This review is a special for the stores assistant manager, Nathan. After exchanging quite literally 1 sentence he completely explained to me why this ‘corporate’ store has a whopping 2 stars. I came in wanting to switch from T-​Mobile to Sprint and was wanting to see if my phone was compatible. For my own piece of mind I simply requested that one of the employees pop in a Sprint sim into my phone and see if it will work; wouldn’t have taken more than a minute or two. Seems like a reasonable request, right? Well to the representative who was assisting me did not agree with me as arguing was his first priority. Only after having my request conveyed to him almost a dozen times he decides to ask who seemed like a manager if they have any working sim cards laying around, not like this isn’t a corporate Sprint phone store or anything. Nonetheless, here comes in the crown jewel, Nathan. After repeted attempts to have someone explain how the networking goes as far as what phones will and will not connect to Sprint, Nathan with his prize winning condescending tone asked me, «Are you an engeneer?» «No» I replied. «Then you won’t understand.». Thanks for the amazing help!
Avoid this place like the plague.

Went back to my old I Phone 4s. I’m from out of town. I was fortunate to be assisted by Darwin and the other staff to help me resolve some issues with this old phone. They were patient and professional. They made me feel like family. I’ve never had such good service from any cell phone company or store location. Thank you Darwin and the rest of the staff for your help getting my phone re-​established and fixing the issues. I appreciate the extra effort.
Christian.

Done everything online. Don’t try to visit the store. It is useless and a waste of your time. People there are not helpful neither.

Very poor customer service this people in here they lied to us crazy to keep you with they’re believes to tell you that promise me i was goin to pay about 93 to 97 a month I just signed with the end 5 months ago I just signed with than 5 months ago now still having the same problem after their each month xtra charges and tell me to goin to be fix and nothing and now i have to pay about 600 to get out of this big problem i fell very sorry for this store hope my review help others not to fell like i did

I’m pretty positive they stole my leased phones when I turned them in and now Sprint has charged me $ 1,200 because they didn’t «receive them.»
Total B*** S***!

Don’t visit this Sprint store as it is significantly worse than other Sprints I’ve been in. Went in for a earphone jack replacement for an LG G4. For those who don’t know, the earphone jack in this phone is attached with a simple spring. One can take apart this phone with a screwdriver and a spudger.
After waiting 5+ minutes for a simple greeting, I met with one of their techs. He explained that because the earphone jack was attached to the screen (???) it would be a full $ 150 replacement not covered by the warranty. So this tech was either lying, incompetent or poorly trained, any of which is reason enough to avoid this store. I told him to put everything back together and left.
Finally, after ordering the part myself ($ 8 with shipping total) and sitting down to take my phone apart — 5 of the screws are missing!

This place is a joke! I took my phone in because I cracked the screen and wanted to see my options. Right off the bat the salesman says «$ 200»…just by looking at it and continues with «it’s going to have to be a warranty replacement.» I look around and ask him to talk to the «tech» in the back. So he comes back and says «$ 160, we have the parts here, give us one hour.» I come back in one hour and the guy grabs my phone and says «there’s a spot on your battery that turns red when there’s water damage». I actually stopped him in the middle of that sentence and explained the battery was from a previous phone. Right as I finished my sentence, who comes walking in off his lunch? The «tech» that was supposed to be fixing my phone… comical. After I explain the battery, he walks in the back really quick (I see the door open and them «talking») comes back out and says «ohhhh well our tech replaced the parts and it still didn’t work, the new parts we put in there must have been faulty» ARE YOU KIDDING ME? This guy really must think I have stupid written across my forehead. Funny thing is, I know exactly the parts needed to fix my phone, digitizer and a glass screen. I know for a fact the «tech» didn’t even touch my phone, because he wouldn’t be able to put my old broken screen back on. So the guy helping me hands me a card and says «call this company, they deal with our warranty replacement phones, bye.» This all happened 11/​09/​2015. Like I said this place is a joke, and the little Asian tech guy in the back… LAZY, you should be fired, it’s not my first time dealing with him.

The store manager Nathan was extremely helpful and professional. As I was waiting for assistance a customer expressed his entitlement by yelling at the gracious staff. This was a poor example for his daughter that was with him and behavior of a 30+ year old man. Once I received help my phone problems were solved. Patience and respect goes a long way.

Horrible customer service! I walked in and used the iPad to sign in as it asked. It said I was the second one and even though there was only one guy on the floor, I figured I would wait. As more staff came out from the back, everyone who came after me who happened to be closer to the back of the store were being helped. No one cared about the signin list which was being projected on a huge monitor at the back of the store! Why bother signing in!!! Attendants kept walking by me, but no one bothered to ask if I needed help. I know what your thinking… why not speak up and demand that someone help me… because I didn’t want to look like a bi**ch and then get crappy service. I work in customer service, I know how it works. Well instead I got NO service! 20 minutes in a store and no one even says hello, not a «we’ll be right with you», or even acknowledges your there with a kind smile is horrible customer service!!! I love Sprint. Everytime I call customer service, I get the best help and I am always reminded why I’ve been with them since they were Nextel, but one trip to this store and I’m already shopping around to see about switching. Do yourself a favor and stay out of this store… they need better training!!!

There’s a guy here, Bruce, who’s a real piece of work. He somehow seems to not understand basic conversational cues — I was telling him I wanted to buy a phone without starting a contract, and he repeatedly thought I was asking him a question and gave me a condescending answer each time. It’s hard to describe how ridiculous this was — no matter how excessive I made my inflections he was still confused. It was the weirdest thing getting stuck in a loop repeating myself 5+ times.
He also kept treating me like a child since my plan is under my mother, even though I paid the charges on the account for the new phone. When he brought my new phone out he opened it unceremoniously in front of me, which was rather unexpected and annoying as well — we all crave that unboxing feeling. All in all, he was not helpful, did not know much about what he was talking about, acted condescending, and was horrible to work with.
There’s another guy at this sprint store who is also equally as bad. Normally I like getting to know salespeople but this store is so bad I literally only just come here to have a computer level interaction with a human being — the people suck and I’m just trying to make a transaction.

A Very smooth and stress-​free experience for a cellular service scene. I lost my iPhone a couple days ago and went in with my mom to inquire about a new cell phone. We were first kindly greeted at the front door and sent to meet up with (Our now favorite person) Hugo! He was so helpful and he made everything a breeze. If you have any troubles, ask for him! he’s worth a wait too if you absolutely must. We also got a free 7″ tablet through a special offer going on! WORD.
P. s. This sprint has couches! So kick back!

If you can confirm that Sprint coverage works for where you will be using your phone, and are signing up for Sprint, then I highly recommend Josh Winkler at this (PA) store. I worked with Josh and he was knowledgeable, patient, and very helpful. Contrary to other reviews, I thought the other staff at this store I spoke with were also attentive and know their product. (I’m less happy with telephone customer support and the service coverage, but that is not the fault of those at this store.)

I had a very good experience at this store this week and am writing even though I ended up buying elsewhere.
The staff greeted me immediately when I walked in cold off the street and introduced me to their broad array of available phones, way more of them than other vendors on University that I visited. Josh spent half an hour answering my questions, even though it soon became apparent that Sprint could not fulfill my immediate needs, which includes a month in Europe in the near future. He volunteered helpful information that a salesperson might not have mentioned if he were simply trying to make a sale to get a commission. He seemed sincerely interested in steering me to the best solution for my requirements even if it were from another vendor. That happened to me once before, for a mortgage loan, 34 years ago, and the person who passed up his own commission is still my best friend.
I finally went to T-​Mobile and bought the unit Josh suggested and signed up with them because of the European coverage and I’m frustrated with AT&T and my antique 3G.
Getting oriented in a market so crowded with both physical phones and carrier vendors is a huge research task so I wanted to find an adviser who seemed trustworthy to cut the research time. So far the phone seems satisfactory, we’ll see in the long run. But the exploration experience was more pleasant thanks to Josh and his colleagues at the Sprint Store on University Ave.

Highly recommend to not go there. Had 2 terrible experiences 6 months apart (was stupidely giving them another chance, what was I thinking!). They care much more about trying to make commissions selling you latest phones and accessories than being customer focus. They litteraly ask you twice or 3 times if you want this accessory, upgrade another line than the one you came in the store, buy a tablet when you just told them you already had one.
And the only good recent review I read below is from the manager’s girlfriend,. Don’t let them fool you! Before that it was another manager and you can see the trend since this one started.
Cocky, self centered and not customer focus if his life depended on it!

WORST CUSTOMER SERVICE EVER. My wife and went to this Sprint store in Palo Alto, I wish we didn’t have to but the one in Redwood city is not a corporate one so they sent us there. From the moment you walk in you can tell this people are not interested in your business. We went once asking for help so that we could cancel my wife’s line because she was paying way too much, not even a greeting when you come in, we asked someone for assistance with that in a kindly manner, he literally said «dial * 22 «(or a number like that). I mean, are you even interested of why we are canceling the service? Is there a way you can help me? Just rude people here.
On our last visit, again same people, my wife was asking a few questions ’cause she wanted the iPhone 6, she didn’t understand completely of what he was trying to say, for some reason she sounded redundant I think and that’s why this guy decided to say with a loud-​rude tone of voice, «How many more times do I have to explain you this» REALLY??? What is wrong with your customer service here ??? Even one of the associates turned around «discreetly «and started laughing as he walked away, that was enough so we decided to leave. No more Sprint here, we went across the street and got a line with ATT where we were treated as customers.
I’ve never felt so uncomfortable by a sales person. For people like these, Sprint is loosing its business! DO NOT GO TO THIS STORE!

This is a so called «Corporate» Sprint Store, however this store is nowhere near a corporate level SMH!
I called Sprint Support to verify if I can return my online order at a store and they confirmed that I can at a nearest corporate Sprint store. Unfortunately, they said that this one was the nearest at my location and said I can complete my return here.
I came in and informed one of the reps about my return. He was not sure what to do and verified with some other rep who looked like he worked at a UPS store. He said that they don’t do online returns and don’t have the «system»… I immediately called Sprint Support and spoke to Alex. He confirmed with his Senior Manager that they are able to do returns and don’t understand why the store can’t. The Sprint Support rep, Alex told me that this store has been receiving plenty of complaints regarding their lack of service and that the store just doesn’t want to do the simple returns, but just sell!
And their Store Manager, I wished I caught his name. So unprofessional and rude. Had a feeling he was getting agitated since he couldn’t figure out how to do the process and the fact he said, «She couldn’t wait, that’s why she wants to return it at the store». Really!!! A corporate store manager would have the nerve, talk about an unexceptional customer service and experience. They even said that I would be accountable for the return if anything happen… WRONG Sprint Support informed me that I won’t since I am returning my merchandise at the store.
I’ve already informed Sprint Support that I will be writing this review and they’re okay with it. I wished they’ve would have handled the situation sincerely. Thanks Alex from Sprint Support for all your help and for being understanding… much better than these so called «corporate folks».

My phone was not holding a charge. So I go in to get a replacement phone. They want to charge me $ 75. I kindly declined and left. About a month later I stop by another Sprint store and ask about getting a replacement they ordered the replacement and 5 days later I picked it up free of charge. I also purchase a new charger to insure it wasn’t a problem with my old charger.
I thought I got hooked up. Until 3 days later the same problem started occurring. The replacement phone wouldn’t hold a charge. I go back to the store and they order another replacement and again 5 days later I pick it up free of charge.
I was a bit irritated with the inconvenience of having to go back to the store but at least I didn’t have to pay for anything. Well, 2 weeks later the 2^nd replacement gives me the same issues-​it does not hold a charge. Nearly 2 months later, I decide to go back to this Sprint store on University in Palo Alto. I tell my story and they tell me well, you will have to pay a $ 200 deductible. I asked why if I did not get charged at the other store. They told me we don’t know but that’s what our system says. I told them I don’t think that is right. They told me well your other option is to upgrade. I said I don’t understand why I have to pay for anything it was not my fault I got sent a defective phone. They then told me there was nothing they can do for me. I walked out.
I look up the «total equipment protection» agreement and it states that the first 2 replacements they will cover anything after within the next 12 consecutives month will be $ 25.
Frustrated!!! Sprint sends me 2 defective phones and I have to pay for it. I’ve gone to 4 different Sprint stores, called Sprint Customer Care and have been without a working phone for 4 days now. The only thing they can do for me is credit my account $ 10.
Goodbye Sprint, I will not miss your terrible in-​store or phone customer service or inflexible plans or high rates and definitely not your unknowledgeable sales reps.

Ever since they created a way to upgrade your phone, pay your bill and view your statements online, I never left my home to a phone store. So, every time I am eligible to upgrade my phone, I always done it online. When I found out yesterday that I had to come in to upgrade my phone to an iPhone 5S, I was a bit stressed. Nonetheless, I did it. Made my appointment (that’s new) and selected this location (20 minutes away from my humble abode) to do the upgrade.
PARKING:
(Haven’t been to Palo Alto in over 4 years!) At early noon, I thought maybe the traffic would be bad and the parking would be horrible. Perhaps I’ve been through so much worse, it didn’t seem so bad. I hit practically every red light, but it wasn’t so bad (I occupied myself pointing out the changes Palo Alto made since the last time I’ve been here). No parking on the streets was available, so I settled with the public parking across the street, behind a few buildings. I had to wait 5 – 8 minutes, but other than that, not so bad. It helps to be ahead of schedule so you have time to wait.
LOCATION:
The store is located at the end of the strip of downtown Palo Alto. I like the fact that it is located at the corner and outside of the foot traffic. And right across is the parking lot.
EXTERIOR:
Most stores are black, white and yellow. This location was white, yellow and light brown. I think that’s real classy. I told Dante (I believe that’s what his name is) that it blends in with everything there now. I like it, it’s clean and modern.
INTERIOR:
I always like white interiors. It brings confidence, welcoming ambiance and fun environment (like the Apple store). I was informed that they just remodeled 4 months ago –genius!
OPTIONS:
I came in with a set mind: iPhone 5, not the colorful (kid like one), the mature adult one (1). They had it in stock, along with accessories as well. Most phone stores that I have visited in the past, never had the one (1) phone I wanted (probably why I never like visiting phone stores –waste gas, time and money on something you have to «settle» with).
CUSTOMER SERVICE:
Must’ve been my lucky day. I am surprise on the reviews that this location received. Even the most recents ones were one (1) star. They had four (4) representatives working today (³⁄₁). The first gentlemen (bald Asian –sorry, I miss his name tag), greeted me first. Got me checked-​in (well, only because I didn’t know I had to). The next gentlemen (Dante –I think his name was) helped me narrow down what I needed, wanted and appointed me to the person (Alan) who will be helping me (again) upgrading my phone. I am very impressed on Alan’s professionalism, well-​mannered demeanor, and politeness. He addressed everything that he was doing, informed me with everything, even asked me if he could open my phone to activate and put the case on my phone (all stores prior to this one pretty much helped them self –I think the guy likes what he does). While he was taking care of that, another gentlemen (bald –bald is the new thing I think– rosie cheeks) was politely asking if I needed help (as well as the other lady). After the small talk, I have come to a conclusion, he is also a nice and professional.
VERDICT:
They have put my faith back into phone stores and their reps. Thanks for you professionalism (especially Alan). I left there satisfied (and a few extra freebies) and happy (if no one was around, I would’ve jumped with excitement).