T-Mobile — Local services in Saugus

Now I see why this store has such appalling rating. I went to a local Sprint store in Everett who sent me to this corporate store to get a new sim card because the rep think I have a bad SIM card. I have to credit the Sprint rep in Everett who diligently diagnosed my phone and doing everything he can before having to send me elsewhere.

I had to wait in a hard bench for about 10 minutes only to be told by the rep there that they can't help repair my phone since I don't have a service warranty and started quoting me cost repair estimate. I told her that I don't want anything repair, I just want a new sim card and I can put it in myself if she will give me one. I was explicit that if that doesn't fix my network connection problem then I'll get a new phone. She said she can't do that as my phone needs to be "repaired" and they can't repair my phone without a service warranty. I've questioned her about this practice that I've never needed any service warranty just to get a new sim card before with any other corporate sprint store before including the last one I went to in Somerville. She said those store are not following policy. She said if I want a sim card I should go to Best Buy and buy one.

I am completely and utterly appalled at this. I will go back to the Somerville corporate store and if this is indeed Sprint's new policy then I am done with Sprint. But I refused to believe this is the case since I've received nothing but world class customer service with every Sprint store except this one. I think this store's pathetic rating speaks for itself and shame on me for not checking it before I drove 40 minutes in the rain to get there. It just never occurs to me to be possible to get such appalling customer service in this day and age when carriers are so competitive.

If not for Sprint's superior customer service in the past I would cancel my plan right now and shop for another carrier by now from this outrageous experience.

I was so upset over this that I filed a formal complaint with the FCC. I needed the store manager's name to list as the contact representative for the complaint so I called the store and asked to speak to the manager. I was directed to the assistant manager Johnny Pham who actually listened and tried to help me. He got me the new sim card that I needed and tried to activate it and determined that the problem is with the phone. So now I can confidently send my phone back to LG for service and hope I don't face another customer service nightmare. So now I can send my phone back to LG instead of waiting 3-5 days for the sim card to arrive from corporate. I sincerely appreciate Johnny's effort and hope they fix the underlying root of their customer service problems. If this service was put on sale at Amazon with its current 2.8 star rating, there would be...

If I could give zero stars I would. This location and Sprint in general is an absolute nightmare and I would never recommend anyone else to switch to Sprint. I was a loyal customer to them for about 8 years. You would think they would want to take care of their loyal customers but if you think that you are surely wrong. I went in to this location in February to upgrade my iPhone and add my boyfriend to my Sprint account and have him get a new iPhone as well. The young man that helped us had told us at the time of the visit that they had a promotion going on that I should definitely take advantage of, a free pair of Beats by Dre wireless Bluetooth headphones. These headphones have a retail price of $199.99. I do not use headphones and it seemed too good to be true, but he told me even if I had no use for them I should still take advantage of their "free" promotion and give them to a family member that may have use for them. So I agreed. He explained to me that a charge would be applied to my account monthly but the same amount would be credited back to the account which would cancel it out. For the first two months the amount was credited back, but after that the credit disappeared and I was still being charged for the headphones. So basically I was now expected to pay for headphones I never even opened or used, and my bill was now up to $220 when it started at $190. This increase happened over the course of a couple of months. The man lied to me and added a $200 accessory to my account to be financed that I never wanted. I also had an unlimited everything plan, so you would think my bill would be the exact same every month. Nope. One month it's $190, the next it's $204, the next it's $220. Ridiculous. Every month I had to call Sprint customer service (which takes about an hour just to get in touch with a real person and not an automated payment system) and I would have to talk to them for an hour on top of that just to have the charge removed. So I switched to T-Mobile. Now I have a payoff amount for $133 on my final bill for these headphones. The manager at this store said that the employee that helped me no longer works there (surprise) and that there is nothing he can do. Awesome. Please do yourself a favor and go with a different phone carrier and if you decide to still go with or have Sprint, go to a different store. Not worth the headache or loss of your hard earned money. I now pay $65 less per month for my two iPhones with T-Mobile, also unlimited everything. Bye Sprint, you...

I gave only one star because there is no other option for no stars! My elderly father went into the store on Friday, July 17 because his battery on his iPhone 8 could not hold a charge. He was told the battery was about to catch on fire or combust and that he needed a new phone right away. They asked him to leave his phone and passcode and they would order him a new phone which will be delivered to the store on Monday, July 20th. He is an elderly gentleman and not familiar with these types of processes. My father left the store went home and waited for a call. Monday came around and he hadn't heard back so he called and they told him it hasn't arrived as of yet. Wednesdays he called again and the same answer, it hasn't arrived. On Thursday he decided to call Asurion and the woman told him it would be delivered to the store on July 28th. I spoke to my father and he explained the situation. I decided to drive to the store myself to see what I could figure out. When I got there I spoke with Hector who told me my father never left his phone here. I said he absolutely did and Hector started to argue while raising his voice to me. Asking another employee, Mike said the phone was never sent out because they changed the battery there and it was supposed to be picked up that day. As I pressed where is the phone they went into the back of the store and came out with the phone saying they replaced the battery but wouldn’t provide any paperwork saying they did. Mike said they could not give out any paperwork because he has my father's information on it. But they gave me the phone without him present? with all their information on it? but no paperwork? I did call Asurion (insurance agency) on the way to confirm a battery was replaced. During this ordeal, Hector and the others tried to intimidate me and were sketchy and when we asked several times why did they need the password/passcode they would change avoid the topic. I alone as a woman trying to help my 75-year-an old elderly father in the store with 5 male employees all standing around trying to intimidate me was nerve racking? There are only two words for this place DISHONEST and RUDE. We are going to report them to the Better Business Bureau and the...