Sprint Store

This is my second time coming to this Sprint store with a friend. The wait is absolutely ridiculous. Both times spent more than 2 hours waiting. At check in was told the wait was 45min to an hour. Just think i was considering switching, but not after these 2 experiences. I have never waited more than 30 minutes at AT&T even when its crowded.

9÷23÷2015
Walked in, was the second person on the waiting list. Waited 2 hours, no joke. Attendant saw me (at 720ishpm) and told me that the service people were all gone for the day and that I could either leave my phone with them, or come back tomorrow. I would say they needed more staff, but the staff present (other then the host who was really nice) were not business trained. The manager ended up helping a lady who came in 90min after me because she asked to speak to him. So rather then talking to her briefly and then attending to those in line, he just stayed with her. The other two kept talking to each other and assisting customers on the floor for 5min, nothing of which resolved the customers problems, since they were all still waiting. I can see why the customer service rating is so low for this store now. Come on Sprint, I’ve seen much better from you guys.

I have no idea what is wrong with the people who work here, but they have to be the rudest, most inept employees I’ve ever had the displeasure of encountering. I don’t get how everyone in the store, save for Anthony, has an attitude. Call them? Attitude. In-​store? Attitude. Just rude unhelpful and useless. I don’t know if they’re understaffed or just awful employees, but entering this store is rarely a positive experience.

Too bad there isn’t a zero rating. One of the manager’s CETAVIA BOYD is rude and treats customers poorly — if the rest of the staff is following her lead, it’s no wonder I feel my business is not appreciated. I purchased the Invisibleshield «gorilla glass» screen cover for a new Galaxy6 in April 2015. Within 2 weeks it cracked. I went back to the store and was given the location of a store in Gaithersburg where I need to take the screen cover to have it replaced. They made a big deal about reprint the receipt for me so I wouldn’t just be showing up in some store I never visited, asking to have product that I broke replaced for free. Not being anywhere near G’burg, it took a few months of watching the crack get bigger until I decided I need to get the screen cover replaced. By then I forgot the name of the store. I called the Silver Spring Sprint Store. I was told there’s no way to get the screen covers replaced, you have to contact Zagg through their website
, have them ship you a new cover, you install it yourself (I had the Sprint personnel put it on previous to avoid me getting air bubbles in it), and then you send back the old cover. No fee was mentioned. I’m trying to get this done before leaving town, and I said something like, «But before you told me there was a location where I could bring it in.» The woman on the phone said, «I never told you that. Did I tell you that?» Wow. Sorry for my incorrect pronoun. I again asked, «Are you telling me there’s no location in Montgomery County where I can get this replaced?» She said they changed the policy because they had so many problems with the product (no apology — just standard operating procedure to sell stuff that breaks) that now you have to send it in. And nothing in her tone, hey sorry that the information has changed since last you visited us, just more like you are bother, you are taking up my time, there’s nothing I can do about the fact that you don’t like the answer I gave you. So I took the information and asked to speak to a manager to confirm since I got conflicting information in the 2 contacts. That when she told me, «I am the manager.» C-​E-​T-​A-​V-​I-​A B-​O-​Y-​D. I then went on the website. But since I now had the name, Zagg, I searched on Google Map, and there are two Zagg locations in Montgomery County — Gaithersburg, and… Wheaton Mall. I call the Wheaton Mall location and they so SCREEN COVER REPLACEMENTS ON SITE. There is, however, a $ 7 fee. The explanation is that when Zagg sends you the replacement, you have to pay the return shipping. Another detail that Silver Spring Sprint Store Manager Cetavia Boyd neglected to provide, along with the information that a local place to get a replacement is available. She basically treated me as if I was the problem, not the product they sold, not the different information, and after all her attitude, it turns out MANAGER CETAVIA BOYD GAVE THE WRONG INFORMATION. I sure there are 100s of complaints like mine, and nothing will change, because Sprint doesn’t really care enough to do anything about it.
I will say that Urbain Dieme sold me the phone, and he was very nice. And I love the Samsung6 and the Sprint mobile service in the Maryland area. I just wish there was a better place to go in Silver Spring, that felt like they appreciate your business and want to be a good business in the community.

Sales representative was argumentative and talked down to me like I didn’t know what I wanted. He seemed uninterested in my needs as a customer and assumed that his suggestions were absolutely correct for all customers. I didn’t feel at all like I was an individual or that my individual needs mattered. He was condescending and referred to me in the third person as if I wasn’t standing right in front of him. In addition to his attitude, he told me my plan would be one price but it ended up being more expensive when I got the emailed receipt. He lied and said that it was impossible to sell me a phone without an email address, which I find highly unlikely. If that is in fact correct, sprint is eliminating customers who do not have or do not want email accounts. He was adamant that my email address was incorrect and he needed another one even though the email address I provided was correct and I use it everyday. Eventually he said the system had allowed him to sell me the phone without an email, which destroyed his credibility, since he’s just said he could not sell me a phone without an email address. The email address which I never at any point attempted to withhold.

I moved my 5 line business account to sprint From ATT and I have been pleased with the online and customer 1 800 support, both which were excellent. However any problem with the phones themselves you need to contact the store you purchased from. The Silver Spring location has been a headache. Last 3 attempts to speak to someone who can help with complex business issues I am put on hold for so long I hang up (20 mins) I know I need to go in but would of been nice to resolve some immediate issues over the phone first and keep the business running. I go in tomorrow and hoping for something a bit more professional. I would check other location review, may be worth a trip to Arlington store.

Besides a long wait (60 min). Everything else was smooth. I was help by a gentleman Chris Penn. great service.

What a nightmare scenario this was. I was invited to the store by Sprint corporate to for a «free» Samsung Galaxy 4 tablet. Well it wasn’t free, had to upgrade the service and put a $ 100 deposit on the phone too. So ok I do it only to find out the screen has a defect. I go back to the store to exchange it they’re out of stock. I go back on 4 different occasions with no stocks again. Finally they have it! But I have to wait another 40’minutes to be seen. So I get to the exchange point and they can’t do unless I purchase a protection plan for $ 15! Tired and bloodied I agree to get the process moving. What do you think the odds are that this device won’t be crushed at least twice by unseen circumstances. Never go to this store for anything!!!

Possibly the worst of the cell phone stores I’ve been to. The wait was long and despite having account rights, the tech told me I had to have my wife with me to even speak to me.
I tried upgrading my phone on the day they told me to come back after asking a few months ago. I double checked to make sure that I was eligible online and by phone but was told that I would have to wait for four more months.
I left (livid) and called Sprint customer service. They said I was in fact eligible and made sure that the information was on my account so that when I go back they would actually do everything they were supposed to in the first place.
I would recommend going somewhere else. While nice, the staff is clueless!

The WORSE Sprint Store I’ve ever been to. There’s always some ridiculous wait (even when you make an appointment) & some of the employees are rude and don’t possess any customer service skills. There’s always an issue with this store as well. Ugh!

While I usually plan for a long wait at this store, and I only go when I require major changes and help, my experience yesterday was beyond great. I was number 16 on the list when I first got there but I quickly moved to 8. And soon enough Marian was helping me for the second time in the last 6 months. The five starts here are for her. She went above and beyond to give me everything I wanted and needed – safety tips and advice on a phone for a child, plans, etc. She thought of everything because she knows what she does and she knows well! This review is for yesterday and the time I was there a few months ago.

Long waits are the norm at this store and the staff seem highly disorganized. I made an appointment to switch to sprint with their recent buyout promotion. When I arrived at the store they told me I wasn’t in the system even though I could show them I had called earlier in the day to schedule. A half an hour after my appointment time I still hadn’t been seen. Other people in the store also expressed anger at not being seen.
Even though the promotion seemed like a good deal the frustration wasn’t worth it. I think I’ll try another carrier.

Can someone explain to me the purpose of appointments? If I make an appointment, you help me, but I tell you I need a minute to discuss the phone options with my husband, that doesn’t mean the next customer is free to be helped. I wait patiently for over 15 minutes… In fact, to help with my patience, I’m here Unilocaling your ass instead of causing a scene.
I am ready and ready to purchase. Give me 15 minutes so you can make your sale and move on… I took 3 minutes. Literally… minutes. How does that even equate as acceptable to start full blown helping someone else?
Anyways, it is now well over 25 minutes of waiting. Sprint chicks is done with the customer. She then walks over to help another guy who showed up LATER than me!!! Oh. I get it. I don’t have a di… Nevermind. She must be real thirsty for a man’s attention. I interrupt, «miss. Can we finish up?» She replies, «ok. Give me a moment.» But I gave you 20 moments about 20 minutes ago!
It’s not only her though. It’s everyone in the store except the «hostess.» She was pleasant. I sat and watched everyone since I had so much time on my hands. We had a group of them joking about a customer who left her phone after expressing how she was not happy. Yeah, That’s nice and professional. Then there was another guy who rudely interrupted the «hostess» as she checks in the customers on multiple occasions! She will be in the middle of listening to a customer, and he would come and not even say excuse me. Just start talking to her and tapping her arm. Dude!!! Let her do her job!!!
I don’t understand. Are these people that clueless about the service industry?
Got so pissed I said screw this establishment. The store doesn’t deserve my sale to try and make their quota for the month.
Poor, poor, poor customer service. It was so bad I’m thinking a letter or email to corporate may be in order.

Walked in to this Sprit store and off the break the receptionist had a terrible attitude. I came in to address an issue on a phone and was told we’ll get to you when we can. Who says that? Right then I should’ve walked out. After a 30 min wait, service was provided. The tech was very pleasant and helpful which was a plus. This is the only reason I didn’t give them one star.

I’m hard pressed to give this location more than three stars because while the tech was super nice and honest they ended up screwing my phone up more than fixing it!
First off this is the only repair location located within about a 15 – 20 mike radius so the line gets pretty long as you can imagine. and the techs are super short with you but all is fine as long as my phone gets fixed. Well TWO hours later I get back in the super long line to pick up my phone, they have claimed to fix one problem but caused two more. then im told i can come back to request a replacement!!! Why cant you do it then? I will stick with troubleshooting my issues on my own, i seem to have more luck with google and a telephone rep than I ever do in store :(

Rene, is my MAN… He is bilingual and very patient and knowledgeable about Sprint phones… I suggest making an appointment on line so you don’t have to stand in the long ass lines… ARGH!
I park @ Whole Foods b/​c there is no parking in Silver Spring.

Any cell phone place that you go to is a hot mess, my experience for this location has been back & forth, but it’s only due to the customer service. I guess that applies to any place since it’s a hit or miss and you gotta go there when someone you know who’s good at what they do is working there. I lucked out this time around not knowing what I’d walk into, but had to get there before the storm of round 2 hit me here in DC. After dealing with a mess of a weekend with the snow storm, & just relocating to a new apartment, I needed to make sure that I got quick on-​line service so I could work from home since I was completely stuck downtown.
I waited for maybe 2 minutes before my name was called and BAM… a lovely lady by the name of Sana came to my rescue. She was sweet & helpful and new to the area. I’ve turned her onto Unilocal ladies and gents. She came from Dallas, TX and needed to know some advice on places to check out here in DC. As I helped her with that, she helped me out with the wallets staying fat & not flat. That girl hooked me up man and just in time too since I needed something to lift my spirits. After hanging out in there shooting the breeze and working on programming my laptop to work for my work load for the week, she was the best thing to happen to me that day.
Thanks Sprint for finally hiring someone who’s quick & great at what they do!

Before I begin, I’d like to say this review is based on my «over-​the-​phone» experience (s) w/SPRINT’s company structure-​NOT this particular SPRINT location…
…I was a long time NEXTEL customer and recently switched to SPRINT because they basically have the best reception in the area, and they’re merging, anyway… I’d purchased a SPRINT phone via the phone through SPRINT cust.serv. (MOTO Q by MOTOROLA), but couldn’t figure out why I was unable to download ringtones, call tones, screensavers, etc. from the internet or my phone. It took me 6 LONG, FRUSTRATING, UNSUCCESSFUL, not to mention TIME CONSUMING phone calls to SPRINT customer service to finally be told my phone IS NOT compatible w/​the downloads from the SPRINT website (eventhough I purchased the phone through SPRINT???) by a 2^nd tier phone tech… Why 6 phone calls? Well, according to the 2^nd tier ph. tech,“The CSR’s wouldn’t know that information, ma’am.”…ummmm, correct me if I’m wrong, but isn’t knowing the phones part of their JOB? Aren’t they SUPPOSED to know phone capabilities, and such? Otherwise, why are they there? You can hire a circus monkey to punch keys, right? I mean monkeys can’t talk but they probably would’ve done a hell of a better job than the 5 ignoramoses I spoke to BEFORE the 2^nd tier
hard would it be for SPRINT to provide simple info. like this to the CSR’s? I mean seriously. This isn’t rocket science, people. This info. is not priviledged, nor is it memorized. CSR’s have reference manuals (or spvsrs./mgrs.) w/​in arms reach to refer to when they need it…
…because I’d had the phone for less than 30 days, SPRINT allowed me to swap (using my $ 100 credit on my acct.-and returning the one I have) so I wouldn’t have to go without a phone while waiting on my new phone… Which brings me to another issue. I was told I’d get my new phone overnighted to
WASN’T!!! Of course, UPS blamed SPRINT, and vice versa… a.k.a. «the blame game»…did I mention I had to pay a $ 1.81 for shipping… not exacly overnight shipping charges but the fact that I had to pay ANYTHING for something that could’ve been avoided is not cool…
… I used to be a CSR (Customer Service Representative) myself, back-​in-​the-​day, and know what the job entails. I feel frustrated because EVERYTHING from start to finish could’ve been avoided had the job been done correctly. There are 2 ways in which this problem could’ve been avoided:
1.) the info. on the SPRINT website is either hard to find, not there, or WRONG!!! The phone I chose was listed as having the capabilities I wanted… it DIDN’T!!! Had the info. on the website been correct, I could’ve chosen another phone…
2.) had the CSR asked me about the features I was interested in when discussing the phone BEFORE I purchased it, AGAIN, I could have chosen another phone…
…you’d think that because NEXTEL and SPRINT are going throught this huge merge, they’d be better organized… they’re NOT!!! You wouldn’t believe how many times I was transferred, «dropped”/disconnected, called back,“dropped» again, waited on «hold», etc. Because I was a new customer to SPRINT, I wasn’t in their system. Therefor, I didn’t exist… guess that’s MY fault, huh… Can you say,“BITE ME”…I can understand maybe a day or 2 for the system to update/generate…NOT a whole week and a half… I bet they wouldn’t have had a problem finding my a*s had I owed them some money…
…last but not least… DO NOT get the MOTO Q!!! It’s a lot of hype but NOT worth the trouble… NO cell phone is… I’ve had this phone for all of a week and 4 days and 2 things have stopped working. For starters, I charged this b*tch ALL night and it WON’T power «on»…Also, it has a Windows Media Player. The 1^st time I played it… fine-​no problems. I go to play it again a few days later… the volume is really low and can’t be adjusted… hello…As I sit looking at this phone, I really want to throw it at a SPRINT employee… it doesn’t matter which-​any SPRINT employee will do…
My new phone is coming TODAY!!! I’m getting the TREO Palm700w by SPRINT. Usually, I’m loyal to Motorola. This will be the 1^st time in many, many years that I’ve gotten anything else besides a Motorola. However, they really messed up w/​the MOTO Q.