DALLAS, TEXAS -- After being one of their original customers in the Tampa Bay Area (back from 2004), I decided to get myself a 4G LTE phone when I saw it advertised for $49 In-store only. I figured that I could afford that and give my husband my LG Optimus M+. When I drove to the St. Petersburg, Florida Corporate store on 22nd Avenue North, I had to wait 5 minutes (which is in itself a miracle compared to the normal 1 hour wait. Of course, it was at 10:30am). I walked up to the counter and stated that I wanted to get the LG Motion that was advertised for $49 on the website.
The customer service representative stated that it was only for NEW customers and that the phone would cost me $168, PLUS a $15 upgrade fee, PLUS another $15 to transfer my phone to my husband's number. REALLY? After all of the thousands of dollars that I have spent on continuous service and cellular phones for almost TEN YEARS, they want to charge me $198 (not including taxes) for a phone they are advertising for $49? **.
I'm sorry, but their motto is "Wireless for All"... then why am I being singled out because I'm an existing customer? Also, after going back to their website and looking at the promotional offer, you have to click through to three screens before you get to the terms and conditions (which is white lettering on a light gray background) that state "new activation only on a new line of service". In addition, if you have a pop-up blocker, you won't even see the Terms and Conditions. Seriously how many people are going to take the time to click through 3 screens to see if they "qualify" for the promotion? NOT most normal people!
I contacted their customer service department with my complaint, only to be put on hold for 15 minutes and 38 seconds waiting for a "supervisor". I contacted the MetroPCS Corporate office in Tampa, FL and had to leave a message for their "Customer Escalation Department", for which I received a telephone call back. The guy on the other end asked me the problem, when I stated to him how difficult it was to locate the terms and conditions, plus the time it took me to drive and wait at their Corporate store, only to walk out empty handed, plus telling him that the $49 4G LTE phone is what I could afford not the $198 that I was quoted in the store.
His response was "I can't do anything about the phone price, but I can waive the $15 upgrade fee as a onetime courtesy." REALLY? You can't do anything about the phone price? Yet, you can sell the phone at $49 to new customers not to someone who has already spent approximately $15,000 on Metro PCS products and services since 2004. I am appalled and definitely do NOT feel like a "valued" customer. "Wireless for All" unless you are already a customer!
JACKSONVILLE, FLORIDA -- I have had every big name cell phone carrier. I don't have bad things to say about any except for Sprint. They are atrocious. MetroPCS is the best one I've had in my 13 years of cell phone usage. I have an unlocked ASUS Zenfone 2 right now and my signal is ALWAYS good, with every phone I've had too. I don't know if it's because of the merger with T-Mobile, but I've never had an issue. The pricing: $50 a month for UNLIMITED data. TRULY unlimited. They have NEVER throttled me even at 41gb+!! AND you get 8gb of mobile hotspot for FREE now. Jesus Christ. Get with it people. MetroPCS is the **.
RICHMOND, VIRGINIA -- Bought a HTC phone, nothing but problems with it. Went back 4 times, told me nothing wrong then screen went black. Went back and then said I had to send to manufacturer, take two weeks to get back, then wouldn't even sell me another phone. Bad service, bad company.
NEW LONDON COUNTY, CONNECTICUT -- I work for a Metro PCS Authorized Dealer. ** is right about these authorized dealers. Some of them hire these ghetto-tastic morons who don't actually know how to do ANYTHING! It amazes me when I go into some other stores and start dealing with them as a secret shopper. It's insulting to me that this is what I am perceived as when I put on my Metro gear.
First up, upgrades are only ONE $15 charge. Some places charge for moving contacts and data files, others don't. That's dependent on the dealer you are at. You have a manufacturer's warranty good for one year since activation. Most Metro's in my area have an XBM Warranty Swap set up. It takes a few days for it to come in and if it is under 30 days since first activated then it costs NOTHING. Over 30 days costs $15.
When upgrading, there is no additional charge to keep the number you already have. It is a device change and would only change your device, SIM card number if necessary and your plan ONLY IF NEED BE! Generally, you do not need to change your bill to a higher rate plan for an upgrade or for better reception! You do not need to buy a phone with an accessory to get any rebates or discounts as far as I have seen thus far. Some Metro dealers may have a coupon code or bundle package they make themselves to give some package saving incentives. This is set by the individual dealer, not Metro PCS.
These Authorized Dealers are like car dealers. They aren't really an official Honda or Toyota businesses. They are AUTHORIZED to deal in sales involving those products. They can do whatever they want with guidelines for basics from the host company. Same with Metro. Metro Promise is under 7 days and under 1 hour of talk time. Very strict. This goes for every single Metro dealer. It also must include box, charger and instruction manual as well as be in new condition. There is sometimes a restocking fee but less and less places have them now. This may not be something set by Metro PCS or it might be waived.
Do not buy online. Just a hassle and not worth it. Buy from inside a store. When calling customer service, never use the 888 number. Use the 1-800-373-2876 number and choose the dealer option. Almost instant contact with a representative Customer option has been streamlined but still has one or two prompts beforehand. Not a hassle but sometimes too long for the arrogant ones.
Keep your cool. We honestly do want to work with you in the reputable locations but we are also tied by our Authorized Dealer title. There are some things we really can't do because we aren't allowed the permissions or rights to do so. Merging accounts, canceling lines other such things have to be done at a corporate location or over the phone.
If you are doing a payment plan in a store that offers it, know that once it is set it is out of our hands. Your money and their payments are totally outside our system at that point. We can't do anything. If you can pay in cash, do it. Payments over time over the 30, 45 or 90 day same as cash options are going to include interest. You will have to contact them to set up the same as cash options.
SIM cards are only $10 plus some tax. Upgrade fee is $15. So, upgrading to a BYOD costs only $25 plus some tax on the SIM card only. Do not cancel your line before doing a return! Let us do the return and then cancel! Automatic payments are not something we can set up or manage. That can only be done by you online or possibly over the phone.
Avoid the $3 terminal fee. Use the MyMetro app on your phone to pay your bill flat with no tax or terminal fee or pay online at MetroPCS.com. You can either make an account or pay as a guest. Every store has a terminal fee. It is hardwired into our POS system. We can't remove or waive it. Trust me, I've tried a lot.
Getting snippy, angry, arrogant, belligerent or yelling/cursing in front of children or customers will get you evicted from the store. I will not have my customers dealing with your nonsense. This is the one time in which I don't try and do everything I can for you. I have paid the terminal fees out of pocket for people before, paid tax, covered SIM cards and all sorts of things for the sake of helping my customers.
If you decide to act foolish in my store, empty or otherwise with children present or not, I will no longer give you the respect or courteously I do for my other customers. I work too hard and handle too much to listen to it. I can forgive some acting up, we're all understanding here, but there's a limit. Respect it and I will do whatever I can for you.
PETALUMA, CALIFORNIA -- I was directed to explore 2 or 3 No contract cell phones by a sales person at Best Buy. After looking over the choices, I selected Metro PCS for what appeared to offer good coverage, a reasonable monthly rate, navigation service, and unlimited text, phone, and internet service. Within days, the navigation system stopped working. I was told there was an additional fee for that service which was not explained to me upon purchase.
I agreed to pay the additional fee because as I stated when making the purchase, that was one of the most important features of having a smart phone. After having the phone for a little over a month, I received a text informing me that Metro PCS would no longer be offering the navigation service and that my account would be credited with $5.00.
The only explanation was that Metro PCS could change features at any time and repeated empty apologies for any inconvenience this has caused me. It's a good thing I don't have a contract, but it was a waste of $150.00 to purchase a phone that I won't be able to use. I shouldn't be surprised in this day and age, but it appears that it is rare for a company to have any kind of conscience, and this one is no exception.
PHILADELPHIA -- I have bought a brand new phone that was not cheap. After leaving the store I realized the connection and calls were very bad service. Calls dropping and break ins on each convo. Metro gave the runaround for 8 days refusing to give me a new phone or refund. Customer Service is not any better than the stores they try to stall you. Until the refund policy has expired so they get your money for not only a phone that does not work but also a service bill that you could not use. I will never use this company again and will make sure to tell my family and friends it is not only a waste of money but also lots of time.
SHAKER HEIGHTS, OHIO -- On the date that this bill was due, I spent 45 minutes online, on the phone and calling the company in an attempt to pay my bill. None of the attempts, according to the company, were successful. The following day I again attempted to pay my bill by both going online and attempting to pay on the phone.
At this point I was informed that I had made my maximum attempts to pay my bill and that I would need to wait 24 hours before I could ATTEMPT TO PAY MY BILL AGAIN! In the meantime after being delinquent 1 day because of the company's incompetence, my phone was turned off. In checking my bank balance it became painfully clear that the 40.00 phone bill was removed from my account 6 times!
SEBRING, FLORIDA -- I just spent $200.00 on a new phone on the GSM side of Metro and it is terrible. No 4g at all, spotty 3g and often only 2g service. No one at Metro seems to care, just the same tired scripts read. I attempted to get the unlock code for my phone so I could move it to Net10 or Straight Talk and was told the phone must be active for 90 days to be unlocked.
The service is awful, the customer service sucks, the so-called CSRs don't speak English. When I asked this last time for a supervisor I got told I had to leave a callback number, the supervisor was "not available at this time". Switching from CDMA to GSM was the biggest mistake I have ever made, and T-Mobile has really bad service here.
SEMINOLE, FLORIDA -- Back in March 2013, I went to Metro PCS to buy my son a new Galaxy phone. (I have been a faithful customer for years.) The store owner assured me I would be getting a $70 dollar rebate, one $50 dollar Metro card and another card for $20. She even filled the information out for me and said "just put a stamp on it and mail it." In June I went to the store to pay my bill and asked about the rebate. This very lazy guy looked in my account and said "you have to wait till June is over, these take time".
So now it's July 17th; bill is due, I go in to Seminole Mall to pay and yet again, a completely different girl is sitting there. I paid my bill and asked about the rebate. She said there have been a lot of people having problems with their rebates and gave me a # to call cause she had no clue on how to solve problems!!
I'm at home on the phone with the happiest guy in the world who would do everything he possibly could to give the best customer service possible.... he transferred me to the Rebate Dept.!! Now this Dude took all of maybe 5 minutes to look in my account and notify me that the rebate is invalid because this was an upgrade. **I want my $70 rebate!!!** This is a lot of money to me and I never would have purchased the phone in the first place! Why O Why does the right hand not know what the left is doing?!! And Why O Why is Metro PCS so full of AMERICAN GREED??
TITUSVILLE, FLORIDA -- I purchased new service from this company and importing my old phone number from a different provider. Was told would be active in 2 hours. After the 4th call to the company was told could take up to 24 hours. After my 10th call and 48 hours later I still have no service. And was told I was unable to return my phone to any other provider except where I purchased it.
After explaining to them I was traveling and unable to get back to that location, I was denied any refund but I could disconnect my service. I spent over 800.00 in this store for two phones and accessories. That's a horrible loss to me. The worst part is no other provider can use these phones. I have to take the loss either way or stay with Metro. Avoid this business... It is not worth all the headaches or cheap service. Bottom line, you get what you pay for.