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The issue in GetHuman754770's own words
I woke this morning to find my Galaxy S* not working. Couldn't open phone and on screen message said Touch Wiz needed to be restarted or kept shutting down. Pressed restart but no help. Decided to visit Sprint store for evaluation. Explained and demonstrated problem to clerk who took unit back to tech. After a quick evaluation, the clerk advised me that tech recommended screen replacement and if that didn't work they would do a factory reset to see if that helped. They wanted $**.** for screen replacement plus more if that didn't solve it. I saw absolutely no logic in a screen replacement as the screen was in perfect shape and error message clearly showed that touchwiz, software, was the problem. I then discussed a possible upgrade but clerk was of no use other than attempting to get me to pay off my s* and lease a new phone. It sure seems their main focus is upsell rather than service to the customer. I advised clerk that I did not want the repair as I was sure that a screen replacement would not solve the problem. I also advised clerk that I would need to shop around and also look at other carriers before deciding on what to do with a nonworking phone. After returning home, I decided to call Sprint Customer Service and explain my situation. I suggested that my options included switching to new carrier as I was not at all pleased with the service received at Sprint store. She advised a factory reset and was surprised to learn I was told to replace screen. She walked me through the reset and it solved th problem. We also discussed my plan and inquired about the new plan for seniors I saw on a commercial that had * lines, unlimited plan for $**.** for each line. She researched and could find nothing about this plan but advised she would call me back within an hour after she performed some further research. Here are my two issues, ONE: She never called me back. TWO: There is now a huge scratch on my tempered glass screen protector that was not there when I gave my phone to the clerk who gave it to the tech. I assume the tech scratched it trying to get screen to respond to touch before Customer recommending a screen replacement. Not at all pleased with the service received at store or the lack of follow up by Customer Service clerk on phone. She was able to solve my problem with the phone but told me twice that she would call back within one hour. Seems that Sprint still found a way get me to spend some money as I will need to replace screen detector. Whatever happened to customer service? Very disappointed. *Donald Greeder****-***-****
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