My Sprint Phone Broke Again

I recently thought I was alone with a problem. (well, my wife’s problem.)

My wife’s phone had broken down (again!!) and I was off to the Sprint store for a quick fix.

After a speedy look-up on Sprint.com for nearest locations, I was off to a local Sprint store.
(Note: Did you know that one of the most popular functions on brick-and-mortar online sites is the ‘find a store’ link? Kinda ironic, huh?

This trip was before the ‘holiday rush’ so I expected a painless visit. Wrong.

The Sprint store was teeming with people, and they did not look happy.

I expected some hopeful faces as they perused the fresh, hot tech goodies that Sprint had to offer this holiday season.

These weren’t people trying to surprise their loved one with a new-fangled smart phone from Sprint, however, these were people with BROKEN PHONES.

Well, I waited 45 minutes for a customer service representative to assist.

As I waited, waited, and waited, 15 people (I counted) approached the ‘greet’ desk and said:

* Yeah, this isn’t working…
* Something happened to this phone….
* Can I get someone to take a look at this?

It was a continual train of tech support tickets entering that Sprint store in early December. The long wait got me thinking….

Now, if there was something to do as I stood near the ‘check-in’ desk at the Sprint store.

Idea:
Why doesn’t Sprint turn this ‘inevitable’ technical wait time into an opportunity? I highly doubt that this deluge of broken phones was an anomaly.
The same in-store technical support line is forming tomorrow and the days following.

Sure, I could browse the main ‘tech toys’ that cover the walls of the Sprint store. This got old after five minutes.

• How about putting a Nintendo WII or Xbox 360 in the waiting area as you waited for your turn?
• How about a fresh cup of coffee and a snack while I wait? Even the Jiffy Lube gives me this!!!

It is time for Sprint to turn this grueling wait into something fun.

Kudos to ‘Danny’ for finishing this experience strong; he addressed my issue and hooked me up with a new phone in record time after my number was called.

Until next time,

Dan Naden
Naden’s Corner