Sprint Store

The Sprint Store San Leandro, CA (Marnia)
Horrible, Horrible, Horrible, Horrible, Horrible, Horrible, Horrible, Horrible, Horrible CUSTOMER SERVICE!!! I have been with Sprint for 14+ years, and the following was the worse customer service I have ever experienced! In February 2016, purchase an IPhone 6S, a Mophie case, and the screen protector from the Sprint store. In March the Mophie cased overheated, it got so hot the charger infused to the case, and the screen protector, which was supposed to be indestructible, had cracked. I brought the Mophie case and screen protector to another store and they replaced them with no problem. Shortly after these replacements, the phone shutdown and felt extremely hot, once cooled, I was able to restore power and it was ok for several days, then approximately a week later the same then happened again (without the Mophie case on), once cooled down and it turned back on. A few weeks later, it happened again! On June 13, 2016, approximately at 2:27 pm, I brought my phone to the San Leandro, CA Sprint store because it had overheated again and shut off! When I got there, I was greeted by Christina (a Lead Sales Person), I explained to her the issues I had been having, and the phone had overheated again and shutdown, she felt the phone and said, «It is usually hot»; she passed me on to another Lead Sales Person to assist. He was able to turn the phone on, and explained to me why the phone was overheating was is because, «you had too many apps open (4), emails (96), and voicemails (13)». A phone should not overheat with these things running! I asked what he/​Sprint could do for me, I am was not comfortable using this phone, not sure, if it would overheat again and/​or exploded, or catch my house on fire while charging! He stated, «There was nothing he/​Sprint could do and I would have to file a claim and/​or take the phone to an Apple Store, and if my house did catch on fire I should contact Apple». I understand sometimes there is nothing the store can do, however, he never looked at my account, and the lack on concern is not what I EXPECTED from Sprint. So, I called customer service/​technical support and spoke to Morgan, she was EXCELLENT, exceptional customer service, she told me the store should have offered me an Advance Exchange, which they did not, and when I called ask for a manager for assistance! I called the San Leandro, CA store (6÷13÷2016 @ 5:54 pm) and asked for manager, «Nappy» the host, stated, «Her Manager Nelson was on maternity bonding time leave and there was no manager on duty, they were still looking for his replacement, and to call back in a few weeks or so to speak to a manager». And then the call was disconnected, when I called back at approximately 6:00 pm, I spoke to «TY», he said the same, at this time they have no manger and there was no one available at this time to assist me with my issues/​concerns”. I am seriously considering closing my account and going elsewhere!
Whomever is overseeing this region should also take a look at the previous Unilocal reviews, seems to be the same story of poor customer service!!! BAD JOB SPRINT!!!

Well this is going to be a different scenario I wouldn’t just rent this evening and about 20 minutes I got waited on and the young man that took care of me took my phone Serebii a few minutes he came back in about 5 minutes and had my phone up and running and corrected I apologize for not getting the young man’s name but I’ve never seen him before. I haven’t had very good Communications with Sprint and the way that I’ve been treated but this time I was treated like a gentleman and they took very good care of me one thing about me I’ll give credit where it’s due and I’ll give him four stars for doing what they did this evening thank you sprint Marina Boulevard you gave me Faith

Horrible service!!! There are way too many bad experiences I’ve had at this location. One I was told I would be put on the waiting list, sat for an hour and a half, was never called and the guy kept looking at me, like he had knew what happened.
Also, I opened up a second line for my mom and the person who did the contract told us it was for 2 years. One year later we find out the contract is up. And they’re charging us more for the bill. Don’t go to this location, full of careless liars!
Went in today (May 19, 2016) and the sales representative was very rude! Please people don’t go there.

I ordered a new phone from Sprint… they had the option to pick up at one of their stores, so I opted to do this!
After filling out all the forms online for the upgrade, and paid online my appointment to pick up phone was set at 1:15pm.
Once I got down to the store… after waiting for 10 minutes… they informed me that there was at least a 45 minute wait. as there was people ahead of me.
I informed them, I am just here to pick up my new phone!!! And I had an appointment set at 1:15… she explained that there was still a minimum of 45 minute wait and that they are understaffed!
So why then have appointments?
I cancelled the order… and will never go back to this store!

My iPhone 6 broke out of nowhere, so I called Apple and they recommended I go to this Sprint store to get it fixed, since this is the closest Sprint store to my house. I saw that they had many 1-​star reviews on Google, but with my busy work schedule I didn’t have time to drive much farther out of my way, so I decided to give them a shot.
I called to make an appointment several times, and each time, the phone rang for minutes on end and no one ever answered the call. The woman at Apple said that this store takes walk-​ins, so I crossed my fingers and hoped it would help.
After driving 20 minutes to get there, I wasn’t acknowledged when I walked through the door… just kind of stood in front of the guy at the front desk, trying to get his attention, until he finally looked up. He told us flat out that they weren’t accepting walk-​ins. We said that we tried to call to make an appointment, but no one answered the phone– to which he chuckled.
Later on in the conversation, he told us that we should call and make an appointment– even though we had told him just a minute before that no one was answering the phone after multiple tries! He was a nice guy, but the customer service was so, so awful. You can’t tell a customer to call and make an appointment right after laughing about the fact that no one ever picks up the phone.
Everyone in the waiting area (there were a lot) seemed to have a glum, pissed off look on their face. I’m really surprised that this location isn’t better, considering it is in a bustling shopping center and I’m sure it gets lots of customers.
Went out on a limb in spite of all of the 1-​star ratings, but I should have listened to what other people were saying about this location. Next time, I’ll drive a little farther to go to a store with good customer service– or at the very least, a store that will pick up their phone!

I have never written a bad review but this is necessary, I have been with sprint for about 4 years & I really regret the day I added my family member on to my account it went all the way down. It started off with the fact that I added my family member to my account about 2 years ago, we signed up with lorenzo (which we haven’t seen since that day they were added to my account) so he explained everything (we thought) to us and also I asked him what were the hidden fees?, and what was the protocol if we wanted to get off the contract and get on our own lines? He said oh don’t worry all you have to do is bring back your devices and no questions asked it’s not on a contract! So I was like are you sure considering iPhones are pricey. So not only did he lie about not being on a contract sprint makes it impossible for my family member to get their own contract they are trying to charge them $ 1600 or more even if they give the equipment back !!!. So another example of them lying to me is in February I took my phone in because I was having some issues with the phone. A lady named yessica helped me and basically got me upgraded… And «threw in» a «free speaker & phone case «as apart of some promotion so I was like ok that’s cool. I also asked was there any catch or fees she assured me that I had nothing to worry about and she also «brought my bill down ». Fast forward to may it turns out not only did my bill go back up but they are charging me for the speaker & case ! As soon as I told them that I was told it was a promotion they put the blame on me saying I should have been aware that they charge for the case and the speaker and I’m on a payment plan… That I never asked for !! And now I’m waiting for the clam to go through next week. I honestly wanted to be happy with sprint but after these situations I can’t wait to get off sprint they make my life so fucking difficult and honestly make sure you go through all the ins and outs of you choose them as well as another other phone company! I hope they get they shot together cause this one unhappy loyal customer (s)

This a model of worst customer service on a highest level… read the line
Me: can i see and go to ur repair center
Sprint associate: whats the problem
Me: im getting no service everytime i make a call in an office and in my room. it maybe a setting issue
SPRINT: DO U HAVE INSURANCE IF UR PHONE HAS SCRATCHES U MUST HAVE INSURANCE BEFORE THEY TOUCH IT AND IT WILL TAKE 2 HOURS TO FIXED IT, WOULD U LIKE TO DROP IT OFF?
Me: thats too long, my phone has no scratches and i have insurance maybe the technician can help me by talking to them… are u a technician
Sprint: no im not (then he repeat the same statement about scratches and insurance)
Me: My phone doesn’t have scratches and i have insurance can i just go to your repair technician
SPRINT:YOU CANT GO AND TALK TO THEM WITHOUT GIVING US THE PHONE FIRST AND WAIT FOR 2 HOURS, THAT’S OUR POLICY
ME: Just walk away while whispering to myself… u gotta be kidding me
So i just qish a corporate personnel can read this and do something… this regular employees are killing the customer like us so before spending thousand of dollars in advertising and promotion, spend million dollars in sending ur employees to customer service training… this is bullshit@#$%&!
Btw, that 1 star does not even represent my feelings on this issue, how can i give a zero star???

I needed to switch my old phone over from t mobile and they said they were unable to do that for me even tho the phone was unlocked… that’s weird?! It’s a unlocked phone. The sale person told me I had to buy a new phone Or I could trade in the phone and buy a new one… So I left and went to the Sprint in alameda and they transfer the carrier on to the phone with no problem… Fuck you San Leandro! Trying to get me to buy a new phone for no reason

Always takes about 3 hours to get a new phone. Music is too loud. Either staff is inefficient or Sprint needs to hire more employees.

My company bought me a new IPhone 6. I opened the box and set it up. Ever since then the volume goes from extremely low to almost nothing.
I was really stressed out, because the only way I could fix this problem was to bring my phone into a store for service and be without a phone, which was not an option.
So I called the Sprint Customer Care #, «Technical Support» and all she did was tell me I have to take it to a store, after I told her the phone was brand new.
Then I called the store and was lucky enough to speak to Jose. I asked him if there was a service center at his location. He informed me there was, and then asked me what seems to be wrong with the phone. I told him the same story that I told the «technical support» person.
Jose asked me if I ever took off the plastic cover, and low and behold that was the problem. He could have gave me mediocre service, and told me to bring the phone in. But he took the time to probe for information, to not inconvenience me.
Something so simple, but had me so stressed out for at least a week and a half, not to mention it was so frustrating not being able to hear my clients. Now I feel like I can sigh a breath of relief.
Thank you Jose!

This is not so much the store as Sprint generally — I could not find a Unilocal site for Sprint internet «service». If I could give them negative 1 I would. Hell, negative 10.
For years I had
until they stopped serving my area. Then CLEAR, but they also stopped and recommended Sprint. Lmi and CLEAR consistently worked well with only an occasional glitch. Sprint was a disaster. I had to sign a 2 year contract that I could not get out of without paying $ 200 for the modem (I have 2 modems, but needed a new one.) At first I signed up for the lowest tier as I did not use it a lot. Then my job got eliminated and not only did I need to upgrade to top tier (expensive), it became critical for job search. And service was horrible.
The longest time period Sprint worked without interruption was 3 weeks. Most of the time it worked only a day or two before going down, or only part of a day.
Constant problems either not connecting at all or going down in the midst of a task. As all job hunting in tech industry is on line and my phone had limited ability (I could access sites but my documents, resume, references, cover letters etc. not in phone) Sprint going down constantly was disastrous and cost me at least one job when I could not return their questionnaire on time. I logged over 30 calls to Sprint. At one point they said to take modem to Sprint store in San Leandro for diagnosis. I waited an hour in store and then was told they don’t fix modems. I said I just need diagnosis. They don’t do that and I was sent home.
I doubt the modem was ever the problem as I quickly learned Sprint worked in non-​peak hours (early AM to mid-​afternoon weekdays) but went down late afternoon/​early evening and weekend afternoons when demand is highest.
Sprint tried to say my computer was the problem.
On Dec 24 around noon while filling out the abovementioned questionnaire Sprint went down and no reset I could try brought it back. After 3 hours on phone with Sprint they made appointment at Sprint store, been there done that. On Christmas eve trying to find a parking spot in a huge shopping center, good luck. Arrived finally. Waited and waited. Then at 4:30 Sprint store manager told me they are not doing any more appointments because they close at 5 for holiday and anyway don’t diagnose modems. I called Sprint from the store and said this was my last call, either fix or cancel and don’t bill $ 200. The woman said I should call Net Gear for a new modem. I said no, you call Net Gear, I’ll hold on. Net Gear said they would, on Dec 26, send me packaging and then I could return my old modem. When they received it they would send new. This would take about 10 days. Unacceptable. I told the woman to overnight it that day and I’d get it Saturday — I was still almost certain modem not problem but needed to diagnose and Sprint kept insisting their network was fine. She would not. By this time Sprint store had closed, I was in parking lot and told her I know it’s Christmas Eve and if I have to spend the entire night standing in the cold parking lot I would; I was not getting off the phone until resolution. Finally she got her manager who agreed to cancel my service effective Jan 17, next billing date, not charge me $ 200, and arrange for me to return the modem. Finally at 6:30 PM after ⁶¹⁄₂ hours on the phone I could go home.
On Dec 26 I got a bill. I called this manager (I had insisted on his contact information) and he said he would cancel the bill. He did not. I later got a January bill for 2 months and had to call again.
Meanwhile, returned modem. I now have Comcast. It did go down, once. A helpful man came to my house, and 5 minutes later it came back up after being down 3 days. He ran diagnostics and showed me how to use my phone to do so. He also confirmed computer rarely the source of problem when internet goes down; it’s nearly always network.
I went with Sprint because I did not want to use Comcast and no one else serves my area. I wish I’d gone with Comcast from the beginning. Sprint cost me enormous amounts of time, money and frustration.

I opened a new account (2 lines, for my wife and myself) about 1 month ago. I was told my first payments would be a lot because of the connection fees, about $ 429 total, but I could make two separate monthly payments if I couldn’t pay it all in one sum. I made a $ 200 payment 3 days ago, with the associate reassuring me «You have a $ 600 spending limit on your account. You should be ok, as long as you don’t go past your spending limit, they can’t disconnect your lines». Lo and behold, after I made the $ 200 payment, the next day, my wife receives a text from Sprint on her phone saying payment is now due, your phone is scheduled to be disconnected, etc. So I go back to this location yesterday, the gentleman who helped me with my payment is not there, so I have to explain the situation to a different associate, and show the screenshot of the Sprint messages sent to my wife. She pulls up my account, sees my recent payment, and tells me «Oh, don’t worry. Your payment went thru. Just ignore the messages, they won’t disconnect you.» I’m taking her word for it, I text my wife to let her know what I was just told: «don’t worry, ignore the messages, you won’t be disconnected». This morning, my wife wakes me up to «My phone is disconnected». I’m pissed, I called the «Sprint Care» line and surpringly, I was able to speak with a live operator. I explained what the associates in the store told me and she basically said that I was given the wrong information, they shouldn’t have told me what they told me, and I had to make that $ 229 payment to get my wife’s phone reconnected. Not happy with this location, not happy with Sprint, and not happy that I have to wait out my contract with this company. Counting down to when my contract expires so I can switch to a different carrier.

I was lied to by sprint. I switched from AT&T to lower my bill. Their advertising & commercials talk about cutting your bill in half. It’s ALL Lies! I was told for signing up with them they were going to give me a tablet as a gift. We have iPads & I told them I don’t need one & they insisted. First bill I got charged 25 for the tablet. It wasn’t a gift.
make sure you read the fine print. I’m locked into a lease for 24 months paying more than I was with AT&T & the service is not even close to what AT&T had to offer. False advertising & it’s a shame. They did this to my daughter & my son in law as well.
Beware of SPRINT!!! Every month my bill goes up, never ending battle! Sorry but not sorry

I went to this store several times because its close fo my house. But i have to say that every time ive been here the reps seem to have a skeem because i got lead to believe i was going to have a better lower monthly bill and a new phone. Well when they pulled out the gifts and speaker cases and stuff i got worried.
I told them i didnt want all that. The reps trued telling me it was included and it was the only way to get that package. Indisnt beleave that so i canveles eveything on the spot. They said i had to pay a restocking fee. I said i dont mind. I payed the $ 35 and asked foema
Reciept well they said there was no reciept for cacellation only the $ 35. I was in a hurry tonho pick up my kids from school so i just left. One week later i come to find out i was being charged over $ 800 for early termination fee.
I could not beleave it. like I didnt habe anything better to do that dispute this over several calls.

Went in for the «Cut Your Bill In Half» Promo– when switching from another carrier. Luckily I had researched the Sprint options online. The store rep tried to sell me a plan more expensive than what I was already paying, and he was not interested in looking at the Sprint rates I had pulled up on my AT & T phone. He even said that «half off» did not apply to data, text messages or phone calls., Needless to say, I went home, called Sprint Customer Service, and was able to purchase two new phones with the half off plan I saw online. The phone rep was very clear about my plan, savings, and contract buyout. Long story short– save yourself time and money by calling Sprint directly.

Seems like the service fluctuates here. I guess depending on who runs the store. But my service today was quick and efficient. I just walked in for help on the poor ridiculous service that sprint has been providing me lately. Shamar helped me reboot it or «RESTART NETWORK.»
Definitely was a breeze. Thats how service should be. Thanks Shamar.

There is a reason why the appointments were wide open for this store. When I walked in, no one at the podium to check people in because person is assisting customers while 4 other employees were talking to each other behind the counter.
When I asked for clarifying options about buying and plan options, I was told to find the information online. When I explained I could not find the answer I wanted online, I was rudely told «I don’t know.» When I asked who can I talk to to find out, person got defensive and told me to call Customer Care.
Luckily for me, Customer Care was easily able to answer my questions and in a pleasant manner. Why bother having employees at a store, Sprint, if your employees just refer people to go online or call in? Might has well set up vending machines, computers with Internet connection, and a phone that connects to Customer Care. You’ll save money, and customers will be spared rude responses. Train you employees!

My mom and I have been sprint customer for a long time and have 4 lines total.
We ran into number of problem and have been misinformed multiple times but this time hits the freaking home run.
So sprint has been trying to get us change our business line plan for the the longest time but this time we caved in because we were fed sugar coated misinformation (LIES)! We use to have 1500 landline minute share and unlimited mobile to mobile plus unlimited data and text.
The girl at the store told us she can to unlimited everything for less the cost of what we were paying before. She also threw in speakers, chargers, and phone cases since we bought two new phones. She also said she’ll give us 2 free tablets since we changed the plan. I then asked her several time are we going to get charged for the accessories plus the monthly fee for the tablets… She said NO. Once again she said no but what do I get in the mail? bill for around $ 781? why? I do not know so I called costumer service and they told me that I had to pay monthly fee for the tablet plus the accessories and that I have to go to the store directly and speak to them. First time my mom went, they said the sales associate that misinformed us was off. The second time we went, she apparently doesn’t work there anymore. WTF? Our bill use to be around $ 231 and now It’s going to be more than$ 380. How is this cheaper than our last plan?
The store manager refuse to do anything about it. I don’t know how other wireless companies are like but do not get sprint. If you do make sure you don’t get tricked.
Sprint are you in the business of wireless phones and plans or business of grifting?

The workers here need some serious training and classes in professionalism. They are just plain careless. A few weeks ago, I ordered the S6 Edge, two of them, actually. After verifying 3 or 4 times with the gentleman who helped us, DeMarcus, and all his «yeah yeahs», what is waiting for me when I went to pick them up? The S6. After staying there for an hour to sort out the mess, they request a 35 dollar restocking fee per phone, even though I never left the counter or touched the boxes. DeMarcus also had promised to port in my daughter’s phone number and didn’t do it, I had to spend two hours on the phone dealing with it at 4 am.
Last week, I called to make sure that I got all the credits due to me, as promised by the manager and DeMarcus when purchasing and turning in my phones (they promised a 340 $ credit for an iphone6 & 75 for a S5) as well as the 70 «restocking» fee. I spent 3 hours on the phone with them in one sitting and a total of 5 hours trying to resolve the issues. It wasn’t until I posted on their FB page that I stopped getting the run around. THEN THEY posted my phone number in one of their replies and left it there overnight. It wasn’t until 2 hours after I requested that they remove it did they take it off.
My biggest mistake of the year, switching to sprint and doing so at this store.
I should send them a bill for my time spent on their errors.

First of all, I don’t even know if I want to write this review because the customer service in this place really suck. Writing this review will just get me more piss off… but I do want to let everyone know about this horrible place!
I highly suggest you not come to this store because it WILL WASTE YOUR TIME. I called ahead of time to ask if they have the note 4 in black, they checked and double checked and said yes. So I went there and NO THEY DON’T HAVE IT. WHY WOULD YOU LIE TO SOMEONE ON THE PHONE? After waiting for an hour, you tell me you don’t have the phone?! The thing is… some people who works there know their shit and some don’t. Some people say they have it and some say they don’t. Get your shit together and FIND OUT if you guys have it or not. My friend and I spent a total of 4 hours in the store.
WHAT A WASTE OF TIME AND MY SATURDAY.
People who works there are stupid, crazy, and idiots.