We went to the sprint store to return our new Nexus S phones that my sister had gotten about two weeks ago. We were just not satisfied with the ways the phones were operating and therefore wanted to go back our old blackberry phones. We walked in and told Dante Rich (an employee) that we would like to return our phones, firstly not once did he ask us why we were returning the phones and if we would like to look at another phone. Then he told us there was a restocking fee of $35 per phone which makes it $70 in total.
So my father did not understand exactly what this was for so we asked him like could you explain this to us and secondly he started raising his voice as if it was our fault for not understanding what this fee is for. Since they had to refund us $177 for the two phones my father asked if they can just take out the $70 from that total and give the rest back to us and he refused to do that in a very rude manner/tone. We then asked for the manager and he came out and talked to us very rudely when we asked for a simple explanation and told us to call sprint headquarters on our own time to figure out why this can not be done. (they are not to tell us this they are to call sprint headquarters and try to help us solve this out)
So we sat in the store for almost an hour and a half talking to one of the customer service representatives at the headquarter and after being exhausted of being transferred around and not getting things solved we just went upto the counter again and stood there for 30 mins while Dante Rich walked passed us three times and went to another customer who told him to help us first since we had been standing there for 30 mins and we came in the store first. Then he comes up and says "so what did you decide or would you like to waste some more time with the headquarters" so we said no we just want to go ahead and do this return and leave we're tired and he starts ignoring us and so we called for the manager again
And he TOM FREDERICK the manager comes out and we told him that look our android system on these nexus phones keeps failing and thats why we would like to return these phones and would like to see if they will be able to look into waiving the fee because the phone was clearly defective and he starts raising his voice telling us we were lying about the phones and making up stories just to get our money when we had clearly told him we'll go ahead and pay the fee but we would like for them to just look at the phone and then let us know if its eligible for being defective and then we obviously lost patience because of the way they were talking to us... So we just thats fine just return our phones back and we would just like to leave as soon as possible because this is humiliating
So he tells us that "at this point in time I refuse to give you service you can take your phones somewhere else for service but for now you can leave MY store" and he said this to us infront of 20 or so other customers... Embarassing us and neglecting CUSTOMERS. I do not appreciate this kind of treatment from someone who is willingly in customer service. He deserves to be fired for treating customers like this. I have been in customer service and even I know that no matter what the issue is you cannot lose your cool BUT he did. He was just a manager of the store not even the owner since it was a corporate store. I want some kind of answer for this from sprint and him!
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