T-Mobile Experience Store — Local services in Emeryville

I've been recommended to visit this store by the other sprint store for my phone to be analyzed by the repair professional. When I walked in sales associate lady near the front door was asking why I was here. Didn't get greetings as other professionals do, but I just told her that seems like I have 2nd defected phone with identical problem that I want repair associate or managers to look at the resolution. I was going to discuss if I need to even thinking about changing the model of the phone. However, sales associate never bother to even look at the phone and advise me to stop by apple store for replacement phone. If not I would have to pay $75 dollar for 'other' replacement phone. I do understand that replacement phone does cost when user "broke" or "damange" the phone. However, this was 'defected' phone issue that I was there to complain, since I receieved this 2nd replacement phone in less than 2 month ago due to same 'defected' issue. There was no physical damage, or water damage at all. I get the point where it's faster to talk to actual manufacture, but I was dead surprised how ignorant she was...not even bother to look at the phone. And she's only sales associates to begin with. $75 dollar to replace 'defected' phone? This store treat customer as an idiot. Thank god I've owned phone store previously that I noticed she was lying about it so they dont' have to bother going through exchange defected product. If repair store isn't going to even look at the phone and forward customer to manufacturers, I don't think there is any reason why there should be technitian in place. And this decision was all made from sales associate in front desk who never even look at my phone. Not even a glance!

I saw few negative review's about this store, but this was way beyond bad customer service. Why does customer service on the phone or other Sprint Retail who doesn't have repair capabilities recommend this store if their going to send customers to manufacturer? Complete waste of time, and I'm very dissapointed at Sprint retail customer services. I hope Sprint HQ knows why customers are so dissapointed at...

Literally the worst experience I've had at any phone retailer, ever. Why are these people showing up to work if they are just going to do nothing? I came in and gave my name for the list. There were 2 customers being helped, and 6 employees. I understand there must be a different function for each person so that's probably why not all 6 were necessarily helping. Just to give the benefit of the doubt. One person waiting left. Should have taken that cue. My biggest question is WHY MAKE A LIST IF YOU AREN'T COMPETENT ENOUGH TO CONSULT IT? Employees are standing around talking and laughing near the back table. A new customer comes in after me. He sits down and waits patiently and no one acknowledges him for about ten minutes, until the manager comes up to us and asks if we've been helped. "I am on a list, that's all the attention I've gotten." he asks why I'm there and I tell him. So he looks at the kid that came in after me and says, "Are you on the list?" the kid says "Probably not. No one has talked to me."

Then the manager tells the guy that takes names to "look at the thing". Then he walks away from us.

Employees are walking in and out of the store, on their phones, or to smoke, or just because walking outside must be better than existing inside those four walls, I suppose. No acknowledgement, I may as well have been invisible, and TRUST me, I'm the most NOT invisible human.

So, list boy goes behind a desk and asks the other customer, who he never put on the list, what he needed help with. So I figured, Oh this employee right next to him that just came back inside and walked around the service desk and looked me in the eye MUST be about to help me out.

PSYYYYYYYCH.

SAT THERE FOR TEN MORE MINUTES. Yes I could have spoken up, but I'd seen too much disregard for anyone's presence to want to interact with any of those employees after waiting 40 minutes. I don't know if it's morale, pay, or the management but something is killing that store's reputation, one terrible customer experience at a time....

I came in at 7:15pm last night after work and it was pretty quiet thinking I'd be helped most wait time 5-10 min. There were 7-8 store reps around, 1 guy helping a couple get their phones, another lady up front helping 2 women together, 2 guys standing around talking to each other (not sure if they were off work?!?), and 1 girl training with 2 guys in which 1 of the guys training said he'd help me, kept walking back and forth and 20 minutes later the girl training tried to help me. She had no smile, didn't feel friendly (whatever, tired on I get it and so was I, but I tried to be friendly), and another 20 minutes later was done. He tested my phone to say he wanted to make sure it worked and it do. However, when I got home, my husband asked why his phone was not ringing? He said he tried using the land line to call but I picked up my phone instead! They ended up swapping phone lines!! Now I see why this place got 1 star! Been there before a couple times but tried to give them the benefit of the doubt, ugh so frustrating!!!! Anyway, I tried calling Sprint after 10pm, no luck. Called just now, 8:30am and said they can fix it by doing a "flip flop", but we would lose our pics, messages and contacts! WTH!!!! This is...