Sprint Store

Showed up 1.5 hours before closing, and the 2 gentlemen working seemed in a rush to close the store. Needless to say I couldn’t not get what I needed done. Been with Sprint for about a week, regret switching over. Nothing but problems since the day I turned on my phone.

I had a really great experience at this location. Robert assisted me and he went above and beyond to provide excellent customer service. I went in to get an iphone 6S although it was a long process, the entire time was spent making sure I had everything I needed upon leaving the store. He even migrated my old phone number to my new 6S. I highly recommend Robert if you go to this location.

At one of the Conn. Ave. service representative’s urging, I recently switched my plan and phone over to Sprint’s new promotion that includes a base plan of $ 60 with additional fees tacked on for a leased upgraded phone and the usual taxes and other undisclosed charges.
When my phone bill rolled around this month, it was more than double what it normally was prior to my conversion to the new plan. Understandably, I had some questions about the new bill and walked down to the closest Sprint store during mid-​afternoon hours when I anticipated a less-​crowded store.
I spoke with a large man who remained seated behind the counter and pulled up my bill and explained that I had retained a delinquent charge from my prior plan and also incurred additional charges for my new one. I believed that I had been double-​billed for the same month and asked for further explanation. At this point, the large man stood up from behind the counter and asked me to come to where he was standing, so I could see the charge myself.
For the next 2 to 3 minutes, the man screamed at me in front of my colleague and the entirety of the store. He stood over me and aggressively and loudly contended that I had not paid my bill in a timely fashion. Naturally, I was mortified, so I quickly paid the bill without further question and hurriedly left the store.
I have been a Sprint customer for over a decade and have never been so embarrassed, angered and disturbed by an encounter with a service professional from their company. My questions about my bill were justifiable and rational, and my demeanor did nothing to warrant the inexcusable treatment rendered to me, I have attempted to set up online bill payment for months now but have reluctantly resorted to paying my bill in person because the service professionals were fairly hassle-​free. After this experience, I will not return to their store and will encourage my friends, clients, family and colleagues to avoid Sprint service altogether, but most importantly, this store. I’ve purchased two iPhones from their location and wish that I could have given my business to more deserving service providers (they surprisingly work on commission). They’re truly an embarrassment to the Sprint brand and need to be severed from the store before their behavior inexorably destroys the reputation of this branch altogether.

Today I made my second trip to this same location in an attempt to purchase a new phone and have it activated. Yesterday they told me because they have been having issues with the family plans, the plan holder must be present. This is not possible since my plan holder is several states away. Ok I get it that’s your policy. So my plan holder visited a store, ordered the phone and had it delivered to this store. I have the confirmation emails. All I was suppose to do was walk in, get the phone, and get it activated. Sounds simple enough right?
Apparently the employees there do not understand customer service. Not only was I given the wrong phone, which I can prove because I have the confirmation emails, but they when I got frustrated with the process they told me I was being rude and they would not help me. I am a paying customer, what do you mean you will not help me? The employee actually gloated that, «I was going to do this, but you were rude so you are not getting a phone today.» Listen, if I am the first pissed off/​aggravated customer you have had to deal with in the customer service profession then you lead a charmed existence. However, I work in the service profession, and even when someone is not polite you have to suck it up and do your J-​O-​B. If you are not capable of doing that, pick another profession!
Anyways, I would not recommend this place to anyone for even the simplest of issues. You’ll likely walk out dissatisfied.

After having to walk here from the 609 14^th St NW location – because at that location the rep wanted to act stupid and not allow me to purchase an iPhone 6 although I had all the information that rep needed to complete the sale – I dealt with ROBERT and he provided EXCELLENT customer service.
He walked me through some specs for the 6 & the 6 Plus. Although I thought I would get the 6, I actually ended up purchasing the 6 plus. A lot of people don’t like it’s size but I do!
Robert made the experience painless and I’m thankful to him for that.

Had as positive an experience as possible when it comes to buying a phone. Tiara and John stayed over an hour after the store had closed with me, and although my phone still wasn’t able to be activated in store, Tiara told me exactly what I needed to do to call back the next day and get it activated, which she then helped me with.
Highly recommend if you’re in the Dupont area (or elsewhere) and need to purchase a new phone. Keep in mind that they DO NOT do services here though, which several people came in for and then seemed upset about. Word of advice: call a place before you go in to see if they can actually help you with your problem.

I have NEVER had such a WONDERFUL customer service experience in my entire life!!! Both Tiara and Tony are absolutely wonderful!!! The store was scheduled to close at 7, but they stayed an hour and a half late to help me! Even though «my issue» was super complicated, they went out of their way to try to help. I hope that they are recognized for not only being willing to stay late, but for doing so with a smile and an incredibly helpful and positive attitude. They were so good, and the entire Sprint company should recognize them for their work and be grateful to have such super employees!!!

It’s rare to get such great service so, I had to post this review. I lost my phone and frantically walked into Sprint to get a new one. The Sales Manager, Lillian Graham, was AWESOME!!! Extremely helpful, patient and even noticed I qualified for a monthly discount on my rate because I am a member of a federal credit union. I love my new phone and Lillian was terrific!

Hello,
My brother and I have been Sprint customers since 2010. During our time with Sprint, service has been great and we never had a complaint until now. On Monday, I dropped my phone by accident and spider cracked the screen. The phone was useless at this point as the screen completely blacked out and wouldn’t work anymore. We contacted Sprint’s customer service department regarding this matter to discuss our options for a new phone, instead of an insurance replacement. I explained to the representative exactly what happened, and the condition the phone was in (Phone has power but screen is damaged and does not work). The representative then told us about the new One-​Up program in which you can purchase a new phone at retail price and apply the cost to your monthly bill over the course of the next 24 months. The only stipulation is that you have to pay the sales tax up front at the store, therefore, I brought $ 40 cash with me in case it ended up totaling that much. This made us very happy and I was excited to finally get rid of my old Galaxy S 1. They advised that I go to any Sprint store or kiosk. The next day I took time off work to travel to my local Sprint kiosk at the mall. The representative at that location confirmed I could setup the One-​Up program at that location and we began looking at new potential phones. When he asked to see my current (Broken)phone, I pulled it out of my pocket and showed him the damaged screen. He then stated that non-​operating, broken or damaged phones are not eligible for this program. I reiterated to him that the representative from Customer Service explicitly told us that the damaged screen wouldn’t be a problem. He followed up on that statement with «If I send them back this phone and give you the HTC One that you want for the One-​Up program, they will charge my store $ 650!» I became irate at that point and asked him to contact Customer Service for me. He put me on the phone with another representative who reiterated that damaged phones are ineligible.
She told me that I could push my upgrade date forward and pay $ 199 for the HTC, but it would have to be an up front payment instead of applying it to my bill. A big problem for me at this point is that it was between paychecks and I didn’t have money to put down on a new phone. She stated there was nothing more she could do for me. I then asked to have my issue escalated to a Supervisor. A nice gentleman then got on the line and attempted to assist me as best he could. He began reading through the notes on our account and verified that the first representative we spoke with did, in fact, say that a damaged screen wouldn’t be a problem for this program. I asked him if they could make it right and if there was some way I could walk away with a smart phone of equal or better quality without having to pay anything up front. He said my only option was to call Asurion (Their insurance company) and order my replacement. The problem with this is, the deductible you have to pay is $ 100, which is more than the value of the Samsung Galaxy S1. Mind you, at this point, I had already been at the Sprint kiosk for over 1.5 hours and was late getting back to work. I asked him to transfer me to Asurion, which he did. The agent from there then asked me to verify the account PIN for authentication. My brother is the sole account holder and had the PIN. I asked if she could call my brother on the other line to obtain that information. She replied in a very nasty tone saying, «YOU can call him for that. We don’t make calls, we receive them!» I was so taken back and upset at this point that I just hung up on her. The rep from Sprint I had spoke with prior to the Supervisor actually called my brother for the PIN with me on hold… Since I obviously had no other way to call him and don’t have his phone number memorized. I finally calmed down enough to call Asurion back later that day and ordered my $ 100 replacement phone to be overnight shipped to me. They did allow me to pay this fee on our next wireless bill, which was the only upside to this entire experience. When my replacement arrived today, it did not have a battery included with it. Therefore, I had to use my 2 year old battery that completely depletes within 5 hours of the phone just sitting idle with 3G turned on. The very next thing I did was post this review. I am the manager of a customer support call center and I deal with escalated customers and online reviews on a daily basis, and have been doing so for a while now. When a customer complains that, let’s say, the Sales rep promised them something incorrectly, we don’t tell them: «Sorry, but that would cost us $ 650 to do, there’s nothing more we can do for you. You can pay $ 100 for a 5 year old model electronic that is only worth $ 60 now, and we won’t include all of the necessary components either.» Without going into specifics, the company I represent is #1 in customer service in our entire HUGE industry, and if we treated. Con

A week after I purchased an S3 from this Sprint location, the sound on the phone suddenly stopped working. I took it back to the same Sprint store where the sales clerk verified that the phone was not working. Without any type of technical support, she then suddenly decided that the phone had water damage due to a smudge on the inside cover. After a cursory glance, Keith Gray, the store manager, also decided that it had water damage and told me to go to the L St store for tech support. He claimed that they could not honor the warranty if the phone had physical damage. I was a bit astounded that, without any tools or training, one could diagnose a phone’s issue at a glance b/​c it happened to have a smudge on it! I even wiped the smudge off to show Keith, the manager, that it was not water but he abruptly dismissed me.
At the L St store, not only did an actual technician find that the phone did not have any type of water damage, he even called the 18^th St store to provide them with his expert diagnosis. Keith Gray again refused to honor the warranty and replace the phone, even after being told that it did not have water or any other type of physical damage that would prevent him from honoring the warranty. Astounded at how adamant the 18^th St store was about not simply giving me a phone that worked, the L St staff could only conclude that Keith Gray wanted to hold on to his inventory to make sales during the weekend. Apparently, making sales and meeting commission quotas is more important to this store than abiding by the warranty PRINTED ON THE BACK OF THEIR RECEIPT and providing the most basic customer service. I was lucky enough that the L St location ordered a replacement phone for me b/​c this store refused to do so. I will not ever go to this Sprint store again and will file a complaint with the district manager about the poor customer service.

Sprint made a major mistake and somehow switched my and my mother’s phone lines so that when someone called my number my mom picked up. And we live on separate coasts. Apparently this is pretty unheard of so don’t worry about this happening to you. The 5 star review isnt for Sprint in general (their customer service and tech support via phone is still horrible in my opinion), but a review of this specific store. Cathy and Alona at the sprint store were AMAZING. I had to come in on 3 consecutive days and they remembered my name and the issue at hand. Cathy sat on the phone with sprint tech support for 2 hours and made sure I was taken care of. I don’t know what would he happened with a less committed staff. If you have a Sprint account I highly recommend going to this location.

I was thrilled the receive terrific, friendly, efficient, helpful service on a recent trip from out of state to Washington DC. I was able to make an appointment online for the next morning, and my issue was solved quickly and easily. Sprint has a checkered past with me but this was definitely a solid 5-​star experience.

While Sprint’s service (signal) wasn’t right for me (I could only get zero to one bars in my apartment, and no 4G), I had a good enough experience with the staff to feel compelled to praise them here.
Initially, I was in & out with a new phone and plan in less than 15 minutes. When I couldn’t get satisfactory reception, I went back a few days later and they first tried an adjustment (re-​initialized the phone), but after testing at my place again it just wasn’t going to happen. So I went back in and they took the phone back, credited my card, cancelled the new account, and I was on my way again in just a few minutes.
Buying a phone is almost always a hassle, and dealing with phone /​plan salespeople is rarely a treat, but everyone I dealt with here was great. If I knew Sprint had me covered, signal-​wise, and if they had a hot new phone I wanted, I wouldn’t hesitate to visit this store again.

Walking in here is enough to drive even the sanest person a touch crazy. It’s perennially crowded. Whatever time you think you’ll spend in here, double it.
While the activation of my Treo took a lot longer than I expected I really appreciated the fact that the woman who helped me appeared to truly care about making things right for me. She also transferred all the contacts from my old phone to my new one which saved me a ton of time.