I've been a Boost customer for over 15 yrs. Over those 15 yrs I've rarely taken advantage of phone upgrades unless the phones lost their ability to hold a charge. Last December I went to the Boost store located at 928 NE 62ND ST, Oakland Park, FL and spoke with Manny about getting a phone upgrade. I wanted the iPhone 13 but they were on back order due to the holidays. Manny showed me a different phone, the Moto RAZR, which he recommended and said it was the phone he had. I did inquire about the split screen and asked if it had any issues. Manny explained that the old model did have issues with the screen at the fold but that the newer model was greatly improved. Not wanting to wait 6-8 weeks for the iPhone I decided to buy the RAZR. All good for about 4 months. About 3 weeks ago a small black spot appeared at the fold, the next day a pinkish line developed upwards from the spot. A few days later the spot grew and the number of vertical lines increased to 3. I went to the Boost store and spoke with Manny, he gave me the contact info for Motorola's warranty department. I contacted them and I was supposed to receive a shipping label to send the phone back to them for repairs; the label never arrived. Within 2 weeks the spot spread across the entire middle of the screen at the fold, about 2 inches thick, and the entire top half of the screen was unresponsive to touch. I went back to the same Boost store on May 26th to talk to the owners who I was told would both be there that day and whose names were Sergio and Ramina. When I arrived I asked the associate if she was the owner, she said she was the manager. I asked to speak with the owner and she said, I'm the manager, how can I help you? I explained my situation in detail and asked what she could do for me. She told me that I had to contact Motorola, I told her I tried but they were not responsive. Because of the issue I was having with the RAZR I told her that I did not want another one, which was what Motorola was going to provide. I explained to her that I've been a customer of Boost for a long time and that I only purchased 2-3 upgrade phones over the years. I asked her if she could honor the same upgrade that I was seeking back in December and that I was willing to pay for another phone at the upgrade price. Keeping in mind that I had already paid $250 for the RAZR, I was willing to pay another $250 for the iPhone 13 which was the same upgrade price. She told me that I was not eligible for another upgrade until 9 months had passed. I then reminded her that her employee, Manny, was the one who recommended and talked me into buying the RAZR, her response was "nobody held a gun to your head". I was extremely surprised and taken aback by her response, that's when I asked when the owner would be available, at which time she said "I am the owner"; for some reason she did not want to disclose this to me initially. I then asked for her name to which she replied, Ramina. I told her that she was providing terrible customer service and then I walked out, went home and called the Boost Customer Complaint department to log the incident while it was fresh on my mind. The store owner was unaware that I had a sister who put a gun to her head and killed herself; regardless, someone in her position as owner/manager should never be telling a customer that "nobody held a gun to your head" and it did strike a nerve with me and caused me to become very anxious. Manny was great and I understood that he was only following protocol when it came to store policy. Ramina, on the other hand, could have been more understanding and done something more to help with my situation, especially since I was offering to eat the $300+ that I spent on the RAZR and accessories; I felt that this was a very reasonable compromise but Ramina said that she "was not going to lose money". Needless to say I will NOT be doing any further business with this store nor with any other Boost store locations that are run by the same owners. read more