Over the past year, Sprint has converted most of it’s Express stores to full Sales & Service Centers. These Express stores were sales-only, and were limited to customer service in the form of a Red Phone. People with handset problems were (and still are) directed to Sales & Service Centers.
However, Sprint is considering bringing back Express stores in a new fashion that would not require a local Sales & Service Center. These stores would remain sales-focused, but would be able to provide customer service.
Theses stores would also be able to provide handset service similar to T-Mobile. Customers would enter the store and describe the problem. If the problem does not appear to be fixable with a PRL or Firmware update, the sales rep would place the customer on the phone with a special department of customer service. This department would perform a sort of “Instant DHRP” that would allow the customer to simply order the replacement phone, and then return to the store when it comes in-stock.
This would be a big step forward in customer service for Sprint. Customers would no longer be forced to fight or argue with technicians as to if their phones are defective.