Carter S. on Citysearch
11 years ago
03/30/2012, 03:59 AM
Avoid at All Costs – While Austin Sprint stores are already notorious for being incredibly stringent and shady, this location may take the cake.
I took my phone in for replacement as it was having multiple problems with the screen. Having dealt with Sprint replacements before, I was expecting a quick diagnosis/confirmation of the problem, a replacement phone to be ordered and then an exchange in a couple days when the phone comes in. Couldn't have been more wrong.
After demonstrating the problems to the customer service agent, I was informed I would have to leave my phone at the Sprint store for an hour for the technicians to inspect it. Every time prior I've had to get a phone repaired/replaced, they've done it on-site and immediately; apparently this store doesn't extend that luxury to its customers.
Upon returning to the store, a different service agent informs me that the technician noticed physical damage (a small chip in the interior phone housing due to the rough keyboard slide out mechanism) and also was not able to replicate my reported problems (despite me demonstrating the problems to the previous service agent).
While I disagree with the assessment, I didn't necessarily hold anything against their strict adherence to a claimed standard Sprint corporate holds them to.
That is, until the phone started to develop additional problems a week later and I took the phone to a different store. The technician at the South Mopac Expy store had put a flag on my account (called a "DVR") which ultimately prevented any other technician from even inspecting the unit.
According to Sprint Customer Care, only the store can remove these flags; according to this store, these flags can never be removed from a device.
The one thing that resonated with me during my discussion with the manager was that while both a CSR at a different location and the Sprint Corporate representative took at least a semblance of pity on my situation, the manager at this So Mopac location alluded to a displeasure of other Sprint stores that extend leniency to users instead of this totalitarian viewpoint that Austin Sprint stores buy into.