Cricket Wireless Authorized Retailer — Local services in Little Elm

I called this store yesterday (Sunday)at 3:46 in the afternoon. This is the store that I purchased the cell phone from the day before Christmas...so this was the store I called when I had a question about the phone malfunctioning. The young man that answered the phone didn't even attempt to be helpful. I told him the phone was Auto resetting to factory on its own and that it's done it three times dumping everything in the phone. I asked what I needed to do to get a warranty exchange because the phone is only 3 months old. He asked if I had cricket insurance on it I said no the phone is 3 months old and under warranty. He then said oh we don't do that you need to call Samsung. I said since when does a customer have to call Samsung, the phone manufacturer, for a warranty exchange? He said we just don't do that you have to contact Samsung. I again questioned why the store wasn't giving directions for warranty exchanges his reply was "WE'RE A FRANCHISE". So my take away from that is that they'll sell you a phone but that's where the customer service stops. After getting off the phone with this store, I called The Colony location and the man at that location was so helpful (even though I didn't buy the phone there)... he said that all I needed to do was dial 611 from a different phone on my family plan so that I had the phone that was malfunctioning available to read the numbers under the battery to them and that they would arrange for my warranty exchange. It took the gentleman at the Colony location less time to give me those simple instructions (less than 1 minute from start to finish) than it took the young man at the Little Elm location to keep refusing to give me the same information, give me incorrect information and make excuses. I was on the phone with Cricket (not samsung) for maybe 5 minutes. I have a claim number and everything set up to ship it back to them and a new phone arrives within two days. Now, how come the Colony location can help a customer with basic directions on what to do, yet the Little Elm location says they're a franchise/not their problem? In the future I think I'll simply buy my next 4 new phones at the Colony location (since all the phones are the same) so that I feel like the customer service stays with me the whole entire time I'm a customer...not just while I have my wallet open. Little Elm Cricket...that's how you earn customer/brand loyalty...or in your case lose it. Owner...save the form reply you will attach to this review and use that few minutes training your employees on proper phone etiquette and directions on how a customer can initiate a warranty return through cricket... it would be time well spent. You never get a second chance to...

Outstanding Service ! Highly Recommend! I had a horrible experience at the Frisco location, but I’m so glad I stopped by the Little Elm store. From the moment I walked in, Sarah, the Store Manager, greeted me warmly and took the time to understand exactly what I needed help with. I was trying to activate a new phone I had purchased online, and Sarah went above and beyond to assist me.

She was incredibly patient, answered all my questions, and made sure I understood every step of the process. I never felt rushed, and she made the whole experience so much easier. Her customer service was top-notch, and I could tell she truly cared about getting things done right.

If you’re in the area and need help with wireless products, I highly recommend visiting the Little Elm location. Thanks to Sarah, I’m now a...

Sarah was absolutely awesome! She was incredibly helpful in helping me replace my lost sim card.

I got to the store about 45 minutes before closing thinking it would be a quick in and out thing, but had some issues with my cricket account that took over an hour to resolve on the phone waiting for cricket support to answer -- Sarah stayed well past closing waiting for me to get the account info straightened up so I would not have to come back the next day!

This is not required by any employee of any company but the fact that she remained an extra 20 minutes really showed that she went above and beyond.

I've been thinking about switching away from cricket but this experience made me decide to maintain my cricket service for years to...