I am very disappointed in the service I received at the Elizabethton Sprint store #542. I visited the store on Sunday September 24th around 4:28pm and I was looking to upgrade my iPhone 6s Plus to an iPhone 8 plus via my iPhone forever plan. The assistant manager Dustin Cardwell was talking to my father-in-law when I arrived, as I am on his family plan. The manager assessed my phone before taking it in, and he noticed a very small hairline fracture in the glass that was unnoticeable and said that I had to pay $70 for it. I said that I thought my protection plan was supposed to cover that and he said that the protection plan “saves me money”. I then inquired what he meant when I was being forced to pay? He said that I would’ve had to pay over $200 if I didn’t have the plan. I was very disappointed when he added on “I’d rather you pay the $70 so the store doesn’t have to pay $300 for the crack to be fixed.” At first, I was appalled by Dustin’s statement, but then he tried to convince me to replace the screen of my phone by myself and then bring it back in. I did not even consider this option because I thought it would have voided my protection plan warranty causing me to have to pay EVEN MORE. After I refused to void my protection plan, he then tried to sell me a phone case and a screen protector. I had originally planned to purchase protection for my new iPhone, however, from the awful customer service I received I could not afford to because I had just been charged a frivolous $70 for something that was supposed to be covered in my protection plan. He then incessantly tried to convince me to buy it anyways. After refusing for the fourth time, he finally stopped pestering me to spend more money than I could afford and began to transfer my phone over. While he was switching my phone over, he started to unprofessionally brag about all of the money he was making off of fantasy football. I politely asked him to stop talking about it, but he would not honor my request. He continued to gloat for 20 minutes about the subject after the store was supposed to close at 5pm. I was extremely disappointed with the unprofessional service I received at the Elizabethton Sprint store from Dustin Cardwell. From now on I will drive the extra miles to the Johnson City store where I hope to find professional and appropriate service.