Sprint Store

I’ve never been a big fan of cell carrier stores. Customer service is never usually that great because their end goal is to stick you with the most expensive package and not really solve any issues you may come in with. But I didn’t have a choice and I needed to set my parents up with a good and inexpensive plan and Sprint seemed to have a good deal going on. I went there with my sister around 6PM on a Saturday evening and an employee by the name of Arnold asked what he could for us.
I can honestly say that I have never had a better experience with a cell phone carrier employee. Arnold was easy to talk to and understood in a quick second that we just needed something simple and easy for my parents. He gave us a couple of options, let us talk it over and didn’t hover, and always had a different trick up his sleeve to lower the bill. He came up with a brilliant plan where we were able to get rid of my parent’s old phones and lower the cost of the plan significantly. We were there a total of a little over 2 hours and Arnold was focusing on us the entire time, transferring over all the date from both of the old phones and always checking to make sure we were comfortable waiting around.
I can’t say enough about Arnold and the wonderful customer service we received at this Sprint location. My parents are incredibly happy with their new phones and plan and my sister and I plan on returning for any other issues we may come across.
Thanks Arnold! Keep up the good work!

ZERO STARS!!!
I’ve been having some battery/​over heating issues with my G4 and came here to try and get my phone fixed. I was told that that battery and the phone it self was in perfect working condition by the «technician», if the phone was in perfect working condition i wouldn’t have come here in the first place I told him. He recommended that a file a claim through asurion to get a new phone at no cost to me, so i agreed to that. I specifically asked the employee if i could get a new battery with the phone so i would be sure not to have the same problem as before and he said that he would order a battery as well. Two weeks pass and i don’t hear back from them to see if my phone has arrived at the store. Today I went to the store to pick up my «new» phone and the employees couldn’t find it. once they found it i asked them if it also came with the new battery and they told me that i had not ordered the phone with a new battery. My new phone was activated and the old battery was put in it, i got home and charged my phone until it was fully charged and it kept having the same problems. I was frustrated because i knew that the phone was over heating and loosing it’s charge quickly because of the battery. I would not recommend coming to this place because the employees don’t have the proper training and knowledge of the devices they’re are working on.
Also they were playing inappropriate music while there was two small children in the store, i had to politely ask them if they can change it.

My Note 4 crashed during an update. I first took my phone to the Sprint Store in the Newpark Mall. The General Manager was not very helpful and gave conflicting information regarding my options.
She said I could upgrade to a new phone and my bill would increase by $ 25 per month OR claim my phone through the insurance and pay the deductible.
I asked if I could take it to the repair store in Union City and just have it fixed. She said she wouldn’t recommend that option and she went on to say that I shouldn’t do business with the Union City location. Needless to say, I thought it was extremely unprofessional to talk bad about the company you work for with a customer, even though it was a different store.
Based on this bad customer service, I went against her advice and took my phone to Union City and I’m glad I did. They were able to see my phone problem and offer me a brand new phone at absolutely no additional cost to me.
The customer service at this location was way better, but did lack high quality guest experience. The retail associate and technical associate did an awesome job taking care of my issue.
Only thing that kept them from getting a higher star rating for me, is the lack of enthusiasm on their end. It felt like the entire crew was just tired and didn’t really want to be there. At times, they were sitting on the counter texting on their phone.
Overall, they met my expectations on service, but there’s nothing special I can take away from my experience as a guest.

Arnold was extremely helpful with upgrading my phone and he transferred one line to my old phone for my son and assisted me in setting up all my apps and purchasing some accessories. He put me on a better plan for all my phones and really took his time explaining everything to me so I understood. I had to go back the next day for additional help and he made sure he was available at the time I requested to go in. Arnold and his staff are very knowledgeable about their products and work hard to assist their customers as quickly as possible. I’m not great with tech items so i’m thankful Arnold was able to provide me with great customer service to ensure I have everything I need.

Call here if you want to listen to staff conversations without even being put on hold while they laugh and your literally speaking explaining your problem. Okay so probably the WORST customer service on this planet they simply don’t give a shit here. In the store or in person. They are seriously ready to fight especially the manager which got on the phone and instantly began telling me things trying to get me off the phone without letting me talk after someone just asked me three questions and in between each question the dumb lady was talking a staff member and just cracking up laughing while I am talking. So I yelled at him and her and it turned into a pickle to where we began disrespecting each other. At one point maybe I thought it was me and just a one time incident but even the second time was worse. but as time and more people told me about they’re experiences I told my self I would never go back and

I wish I could Give them 0 Stars. My phone got wet, I told the rep that and he turns around and talk to a guy behind the glass. He turns around and says I have two options. I pay $ 200 through insurance and get it replaced OR I pay 250 with them and they can give me a phone on the spot plus accessories. Here is my problem, I just came from two sprint stores that told me I have to take it to a technician. This Union City Tech didnt even look at my phone. Didnt even touch it. Thats my problem. I wouldve been happy to pay for it if he wouldve just taken the time to look at my phone, tell me where the problem is. What I shouldve done or what I could do. Then the rep had the nerve to tell me its just like buying a car. Hey ASS**** its NOT!!! I sell cars for a living. If something was wrong with a car we would run a diagnostics and give the customers a repair order stating what was wrong and a quote. I cant just pop a tire and then go into a dealer and pay money to get the car replaced. I would get the tire replaced. Anyways, I needed assistance but was only given a route that involved money money money. SERIOUSLY THE WORST CUSTOMER SERVICE EVERRRRR. I SEE WHY THE REVIEWS TO THIS STORE ARE THE WAY THEY ARE.
Sincerely,
No longer a sprint customer

Worst customer service I have ever experienced. I had a manufacturer issue with my phone I was told by Sprint tech support to visit this Sprint store. This was on a Friday. After an hour and a half at the store, the representative ordered a new phone and told me to come by on Monday to pick it up. I went without a cell phone for the entire weekend. When I arrived on Monday afternoon to pick up my phone, I had to wait an hour before speaking to someone. When I finally did speak to someone, the representative told me that the phone was not ordered. He offered to order it and I could wait another few days.
At this point I was very upset. The representative did not offer to give me a phone out of their inventory or resolve the mistake they made in any way. All I heard (before I finally stormed out and went to another location) was «I can’t» when I asked what they could do to remedy the problem they created. I wanted to add «do my job properly» or «make customers happy» to all of their «I can’ts.»

If I could give zero stars I would. HORRIBLE customer service! I used to make the extra 10 min drive because I liked this location but it has gone down hill! I went in to get a line taken off my plan and the account is under my dads name so the guy refused to do it unless my dad was there with an ID. So i went in today 1÷21÷16 with my dad to cancel the line and change the plan under my name. The guy did not once acknowledge my dad nor did he even look at my dads ID, so what was the point in him even coming in? The guy then proceeded to try and sell me a new plan and how it is so much better and would waive a fee if i upgrade but would have to lease $ 600 in accessories. I asked if i could upgrade my phone and just pay the fee cuz i dont wanna lease anything and he goes no you have to do this plan or i can’t accept your old phone. I wish i got his name because he was the same guy who refused to cancel the line without my dad. Never going back there!!!

No thank you! This is one of those places where there are like 7 – 8 employees but only 1 person is working while the others are walking around looking cool!

Geez, I constantly have bad service here. I made an appointment and they did not acknowledge my appointment. They til the walk in before me. I like Sprint. I just don’t like the retail store service. They’re changing staff so constantly that they do not follow rules. Bisnell and Sergio are staff currently here and they’re totally new. I’d go to another store. They’re trying but Fremont Hub or Pleasanton are better. Even the Marina in San Leandro.

Terrible where do I start. Well first of all walking in you most likely will be ignored maybe even given dirty looks from the panel of guys in the tech area who are their own brand of terrible. Someone may put you on the digital wait list since there is usually a line. When you finally get called provided they dont skip you, you will be met with all types of incompetence and BS. So my phone was malfunctioning and i was told it was on recall by The tech Chris said he would order a new one and to come back in 2 days. I did but he neglected to tell me he would be off. When I came back the tech on duty said there in fact wasnt a recall and as a consolation he would repair my phone himself. Well he tightened my screen so tight it cracked within 2 days. When i took it back they didnt want to make good and the same tech Chris told me it’s unrecallable because its cracked!!! This pissed me off since I knew it was their fault the screen cracked and I didn’t like getting the run around. I asked for a mgr and a guy Nicholas claims to be the mgr. He takes a look at my phone noticed a puncture in the speaker area then throws the phone at me saying there is nothing they can do and go through insurance or the manufacturer. I said no i want to talk to the tech face to face. The tech agreed to inspect the phone and found it was their fault and ordered a replacement. In the mean time I had no phone and tried to deal with Nicholas who was more concerned with the music he was playing on their Bluetooth speaker than with service. I had to ask him to turn off the drake song he selected that was extremely inappropriate! Nicholas had no clue how to deal with breaking my old contract and I waited 4 hours on hold with customer service to no avail since Nicholas just couldn’t figure it out. I was so exasperated and noticed a young lady Brandy posing as a manager. I say posing because she cared zero about customers and the poor service being given. She kept distracting the workers and discussing personal problems she had. She told me «you have been here so long I should put you on payroll «then she just walked away to talk to some employee who was there on his off day who was also distracting the other employees discussing his motorcycle and weekend plans! Ultimately I gave up on that store and went to the corporate store in fremont on Mowry and they were AWESOME AMAZING AND OUTSTANDING!!! The mgr Michael and assistant Nick as well as the sales guy were brilliant. I dont know why union city is allowed to waste people’s valuable time.
Sadly there still was the issue of my recalled phone. After 2 weeks I never heard anything from sprint in union city. I walked in to find our the status and lucky me I got Nicholas who quickly lies when he doesn’t know how or what to do. I asked about my phine and he said there was never a recall done and after waiting several minutes for him to dance and twitch to the music he was once again over occupied with on the blue tooth speaker… he finally finds something under my phone number (what a surprise)
So he goes and gets my new phone which of course i wanted my data transferred. This process was difficult and time consuming as the tech couldn’t get everything on the new phone which I had left with them for several hours. Inatead of calling me and telling me id need a san disk microchip they waited until I got there to inform me that nothing was transferred and id need to get a microchip. Of course it was an hour before closing so the lies ensued. After getting the chip and waiting the hour for them to transfer pictures, messages, notes and audio files, i found out that they only transfered the pictures. Now its not hard or time consuming to transfer all of this they are just careless and don’t pay attention to customers. I asked Nicholas about my other files and he lies and said my old phone was already packed up to be shipped out and he couldn’t retrieve it… Translation it was closing time and he didn’t want to make good on what was due.
Sadly I was forced to return now a 4^th time to simply get my phone swapped. I walked in to a huge fiasco between Brandy and a county officer from weights and measures. The officer was having an impossible time getting brandy to respond to her in order to conduct her audit. Brandy was sitting in the tech area and could be seen and heard whwn she told her employee «why does she need me? Im busy!“the officer showed brandy her badge and said this is a consumer protection audit. Needless to say brandy never got up or greeted the officer she said she was busy doing operational stuff. The officer was outraged.
I just wanted my phone swapped. And after more fumbles of not being able to locate the old phone that mysteriously materialized after I grew impatient i ended up transferring the data myself because none of them could seem to pull it off!!!
Im done with this location and will go to the fremont mowry location for future needs.

I can’t even seem to grasp at the fact that there were only 3 other costumers in the store. I walked in and I wasn’t even greeted or acknowledged. I saw that the employees were occupied waited 5 mins and not even a «Hi miss I’ll be right with you» the costumers that gentleman in front was helping weren’t even invested in buying something but I was. And they even said «we’re going to go check our options» yet they insisted in helping them instead of acknowledging a costumer who was ready to buy. So guess what I walked out that is no way to treat a costumer. I highly suggest they get training on costumer service.

Go to this store if you like FORGERY & ABUSE
This store and Rishell are the worst! My boyfriend came in to exchange his phone for a different color and was only supposed to pay the restocking fee. However, «due to system error» he was charged $ 1000+ on his account. Rishell didn’t give him all of the receipt, nor told him that she ran his credit card twice. She also had the nerve to yell over the phone for when inquiring about the situation. My boyfriend went back to the store for this b*tch to fix the situation. This time she didn’t used her name for the transaction. The following night my boyfriend got a receipt for a family plan that he was not informed about with his SIGNATURE FORGED, again with no name of the sales representative on the bottom. They do this tactic so when you call the customer service, they would not be to blame.

By far the worst company policies I have ever came across.
This location has terrible customer service and absolutely no passion for assisting customers. I don’t understand how can a 6 billion dollar company not satisfy hard working middle class citizens who pay tons of dollars every year. The manager does not care about anyone that comes into the store. Having issues with their reps bickering and arguing for 1 hour, the manager of this location stood 10 feet away without acknowledging the situation.

I don’t usually write reviews or throw people under the bus; but this Sprint store sucks! The worst Customer Service ever!

This used to be a good go to spot for customer service a few years ago but it appears this store has fallen off the radar. Based on the 1 star reviews several users had noted, they are in fact true and other Unilocalers should read the reviews before going to this store. I highly doubt i will be coming back to this store, and if it takes 20 – 30 minutes to get better customer service, i would drive to that location.
I had came here on thursday ¹⁰⁄₁ to transfer all my information along with pictures, etc. from my old i-​phone to my new i-​phone 6s but was notified that it will take approxmiately close to two hours. SInce it was almost closing time and it was impossible to get everything trasferred in time before close, i had agreed to come back the next day.
On Friday, ¹⁰⁄₂ i had dropped by after work and was assisted by Nick. Nick was straight forward with me and said it will take about 3 – 4 hours (even though it was approximately two hours from my previous visit) to transfer everything from my old i-​phone to my new i-​phone so we both agreed to transfer the contacts over since it would take approximately 15 – 20 minutes to transfer the contacts over. I did not have decency to state what was stated to me on thursday and nor do i have the time to argue my main goal was to get my contacts transferred and to have my broken iphone 5 disconnected and my 6s working. Anyhow, since it was only 15 – 20 minutes to transfer the contacts over i decided to wait and look around the store. What was supposedly a short wait ended up being close to 4 hours (I had arrived there around 4:15 and didn’t get my phone back till 8.)
The store did get busy so i can’t blame Nick trying to multi task as there was others that should have helped him. Since he was busy helping a difficult customer that had a boat load of questions, i had decided to ask another rep to check on my phone (I believe her name was Trang or Tran. Black haired asian lady). However, before i had gotten to ask the question i was answered with «Im clocking out another rep will assist you» in a rude manner. WTF! I’m a customer, not your parent or sibling you d! ke!
Five minutes later i did see that Trang had assisted another customer who was purchasing a new phone and avoided the existing customers that were waiting for their phones (probably in it for the commission).
At approximately 6:30 i did get my phone back but only 35 contacts were loaded. Nick then had assistance from the closing tech (forgot his name), and the tech was nice enough to transfer all data from my old i-​phone to my new i-​phone. The tech had given me an approximate time when my phone will be completed which was before 8. I decided to leave to get a quick bite to eat. and come back before close. Upon arriving to the store, the tech had just finished completing the transfer and apologized for long the delay. Kudos to the closing tech for fulfilling the task and being right on time. Thanks buddy!
Here is what i had observed with the store while waiting for 3 – 4 hours:
If you are assisted by a rep, that will be his/​her customers. Be prepared to get ignored by other reps as they WILL NOT help you. Another customer was also there having phone issues but waited the same duration as me. He too was ignored by other reps but was assisted by the same rep he had gotten uppon arrival.
–1 star for the wait time
–1 star for the reps there not helping each other out to get customers in/​out at a reasonable time
–1 star from the attitude from Trang. I would HIGHLY suggest you taking customer service classes since your customer service sucks! Not the type of answer i would expect from a corporate store, but i would expect those responses from a sprint kiosk at the mall.

I received such poor service from this location and from our Sprint Representative in particular, Andrew Z., I will be leaving Sprint. My husband and I came to Sprint with the ‘Cut your Bill in Half’ promotion; with this promotion Sprint offered to pay the early termination fee for each line. Once we paid the termination fee we submitted the bill and proof of payment online. Months later I logged in to check the status and received a error code that there was no ETF (early termination fee). I called the customer service line and was advised that I had the option to go into the store for assistance or wait on hold for promotions department. Since I was unsuccessful submitting my bill online I decided to go into the store. I called the Sprint Union City location and confirmed they could assist me in processing my reimbursement.
When I arrived I showed Andrew my bill with the early termination fee clearly indicated and requested his help to submit the documents for processing. He told me I needed to call customer service to process the reimbursement, I told him I already did and they confirmed a store associate could assist me. He reluctantly took my bill and went into the back room behind a large piece of glass. I waited for 25 min; watching him use a computer, check his cell phone and walk back in forth. At the end he came back out with a paper form, he filled out my basic information then told me to write my email address on the form. I wrote down my email address and handed the form back to him. He took the form and my bill, shuffled them together and handed everything back to me. He told me to go fax the forms in for reimbursement. I asked ‘Why can’t you submit the forms to Sprint, why do I have to fax them in when I already scanned them in and was unsuccessful?’ Andrew then told me that faxing in the forms was ‘the most common way’ people process their request for reimbursement. He suggested that I go to the FedEx store down the street and pay to fax in the forms because they don’t have a fax machine at the store. My husband asked Andrew how faxing was the ‘most common way’ but they don’t have a fax at the store. We received only a smug smile from Andrew as he had no response for his comment. It was obvious that he didn’t feel like helping us.
In short, Andrew essentially did everything other than assist me. In fact, he tried to do anything but assist me, waiting 25 min for him to print a form for me to go fax is not acceptable. Good customer service isn’t having customers use dinosaur technology and coldly suggesting they pay extra to use it. The funny thing about this situation is I went to the Fremont Sprint and they submitted my bill for processing without a problem. They suggested that Andrew must’ve been lazy and just didn’t want to assist me with the process; this is the same conclusion I came to when I left the store. I switched to Sprint in March 2015 and I will be dropping them this October when the iPhone 6 plus comes out.

My experience at this store in particular was soooo bad that I ended my contract 22 months early paid the penalty and went to another carrier. My wife and I had a total of 6 lines all cancelled!
We’ve been with Sprint as a family for a total of 11 years not including the time I was also a business customer. As a business customer out of Chicago my experience with Sprint, the company, was very positive. I had my own rep and it felt very personal. Which is why when it was time to end our contract with AT&T I knew we had to go to Sprint.
For a while the service was excellent. I even had the contact numbers of several employees that worked at the store at that time. Over the years the type of services expanded and the quality of service deteriorated. This was evident in the handful of times that I’ve been here in the past year; My wife came in to upgrade our daughter’s phone. She was told that the new plan came with a tablet and some accessories (that we didn’t need). She refused but was told it was part of the plan anyway. Whether or not she takes it, the monthly fees would be the same.
Three months later… my wife noticed that we had an extra line for the tablet and being charged for the accessories. I called Sprint (Customer Service) and explained what happened with the employee and was refunded almost $ 500. We came back to the store to talk to the same guy but he was conveniently transferred. There was a Filipino girl with long hair (I rarely mention race but she was the only Filipino girl there and mention it in hopes that she reads this and fixes her attitude!) that helped us who was very condescending when we were asking questions but there was literally nothing we could do so we just left and just chalked it up to a lesson learned.
The next month came and there were more fees for the same equipment that we were refunded. We came back hoping that $ 500 refund that we got the previous month would be self explanatory and possibly get a clarification. We were «helped» by the same girl. In the same condescending manner, she told us that the $ 500 refund was probably just done out of courtesy and they didn’t do anything wrong. We still needed to pay the installments for the $ 300 tablet and the accessories. I told her that I have a Nexus 7 identical to the Tab4 and it cost me $ 99. Does it make sense to pay $ 19/​mo for 24 months for a $ 99 dollar tablet? She proceeded to correct me condescendingly… Obviously this girl has not heard of «the customer is always right!» Particularly in this case because I’ve been IT for 14 years and it’s actually my job to know how much these things actually cost. We seemed to be going around in circles so we just left… and went directly to T-​Mobile the same day!
If we were shown just a modicum of courtesy and respect, by this girl in particular, we probably would still be Sprint customers despite our previous experiences with other employees that misrepresented their promotions. I really hate pointing this girl out but she was the last straw. Most of the employees here have accepted a culture where mediocre service is the norm and that has to change. This is probably the result or poor training and management. The employees here consistently show a lack of sympathy, courtesy and simple customer service. I would suggest that the store managers ask themselves if they are the ones that have fostered this unacceptable behavior and culture. This just goes to show you that things do not necessarily get better with time.

My phone has not been holding a charge lately and has been dying so fast after being charged all night. So I went in at 730 to get it checked out.
I went in and I told the sales associate what had happened she was nice and told me she would get the manager (Jennifer) to take a look. When Jennifer came out the Girl told her she should run a diagnostic test to see the problem Jennifer quickly said that’s all I am doing today (because they were about to close) … I wanted to walk out right then and there. RUDE customer service.
So she told me that my battery was bad and that I should come back.
If you are a good sales associate/​manager you will do whatever it is to make sure I leave happy. I left so angry. I understand you have to get home or whatever but if I was in her position I would have made sure that I was a little nicer.
Now I see why this place has horrible reviews.

My 5-​stars went to 1-​star and rightfully so.
Take your business somewhere else. Every time I leave this store, I have so many regrets. The salesmen talk out of their ass and try to sound like they know what they are talking about. If you talk to them about plans or changing your service, you are going to be going around in circles. If you need repairs or if you have questions about your bill — you won’t be helped.
Basically, I have added a line to my plan and I was misinformed about what I was getting into. The sprint customer service line said I can contact the Manager and they have the authority to make the changes. However, they Manager said they couldn’t help me.
I am counting the days to get of this plan so that I can take my business somewhere else.