We went to the Federal Way location on Thursday, 4/24/14 because our Samsung Galaxy S3's were having a lot of problems since the Android 4.3 update in December (like thousands of other people are experiencing). Mine just got to the point I couldn't use my phone anymore. My prox sensor stopped working, the phone didn't rotate properly when taking pictures in a text message, but most of all the battery life became non-existent. Thursday morning I unplugged it with a full charge and by 10:30am it was at 9%. I plugged it back up and 15 minutes later, on the charger, it was at 3%! I troubleshooted it and did factory resets, which would fix it temporally but always end up getting worse again. I had the battery checked and it wasn't the problem. Anyway, the first rep didn't seem to care too much about addressing those issues or fixing the phones we had so we asked about upgrading using the new Edge program since I knew we weren't eligible for a regular upgrade. We knew what phones we wanted, she went and checked if they had them in stock and told us it'd be a few minutes and she'd meet us over at the far counter. 10 minutes later she presented 2 baskets, 1 for each of our phones with cases. Mine had a nice pink one. My fiancee's had a "blinged out" case that only Paris Hilton would rock. She tried to sell her that one. We nicely declined (because we wanted to buy the ones we wanted for half the price elsewhere, but didn't say that) and the rep said, "y'all are crazy". Now, I've been in sales for 9 years and am a sales manager (not to mention I worked 2 years in an independently owned VZW store), and if I heard one of my guys say that to a customer as their sales pitch, I would have fired them on the spot. Insulting a customer to get a sale is ridiculous! Didn't even try to tell me why I should consider one or what might happen if I don't have one, nothing! Just...I'm stupid if I don't buy it. No sales skill whatsoever! Then, my fiancee said she didn't expect to get a phone today and didn't back up her pictures, so she was going to upload them to her Google Drive and to go ahead and activate mine while she did that. The rep finished mine and the pictures still weren't done uploading. The rep went ahead and activated the other phone, stopping the upload midprocess...knowing we were doing it. There were 41 pictures and 5 videos, all of our 8 month old doing things like crawling for the first time and eating baby food for the first time. Priceless to us. There were 3 pictures and 1 video left when she cut off the phone. She was so impatient she couldn't wait literally 2 or 3 more minutes for us to get our irreplaceable pictures of her phone. It was just a customer experiencelessness experience and I will not be going back to a store to do my business again. Kaitlyn should really consider a new line of work or spending some time in some real sales training and customer training courses. I was very upset by how we were treated. Just another commission in and out and on to the next. I have people tell me every now and again they like dealing with me the best where I work and it makes my day, Kaitlyn, I would rather buy a phone from anyone else next time. If I wasn't so frustrated by my phone problems already, I would have walked out on you.
