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Managerial Incompetence
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ANDERSON/REDDING AREA OFFICES -- It was early March 2012 when my wife and discovered constant high billing rates from Verizon and switched to a wonderful service that had solution to help our budget due to the rainfall of ever rising gas prices, that we found the perfect answer to our cell phone needs. MetroPCS had all the answers. One payment of 50.00 a month, with unlimited long distance, Internet, and texting. Wow, how could any cell phone be better?

Well that was just enough to put my two telephone lines in submission for 6 months, without billing, and try out this new company we both heard so much about. When Verizon learned what we were doing, I do recall her warning, she said we would not be happy. I said in terms of price, allow me to ask you why does Verizon charge 20.00 just for unlimited Internet, along with my 60.00 a month billing of just the cell phone and then an extra 10.00, just for the cz navigator?

Well she said, “We offer the flat rate of 50.00 a month for the phone too.” I contradicted that because I was having her look at my plan I was paying $140.00 for all that, without unlimited minutes, and no Internet. Yes Verizon does have a 50.00 a month phone, it's a go phone; and you must buy a phone, then pay $50.00 then purchase additional time cards, so the price begins to skyrocket out of hand. Not to mention, the lashing you experience seeing your minutes disappeared without using them.

Believe it or not, this happened to us so this was the reasoning for us to see this new innocent Phone program at PCS Metro everything for no haggle cost of just 50.00 a month. Just entering the store was an experience, people COMING in and out. Both my wife and I, had many thoughtful questions, on proper phones, good camera ability, and simplicity of use.

We found out quickly something odd and being a 22 year veteran, with prominent espionage experience, I caught the fact when someone goes to sign up they have to give up some valid privacy information namely: "All new customers, must register with social security number, date of birth, address of course, and haa telephone number."

Well there is another, it's a bank card, debit card, or your automatic check withdrawal authorization. I felt like I was being booked at any local police station, which is automatic No NO. You never ever give any company so many informational tools to ever use them against you.

I was hesitant, and many questions because the password to my account was my birthdate, including year, so nothing is hidden. Not only that the employees were young Latinos or other mixed races. Which did not bother me at all. More concerning was the age. Nonetheless, we got our phones. One a new LG Beacon, this was registered in my account under my name. I was able to receive another LG Beacon on the Internet, through Ebay. The former new LG was insured, on my account. I got another phone, which I enjoyed and hooked it up, and loved it.

Shortly thereafter in early May, this phone is stolen, by a man named **, at least he identified himself as that name, said he found it and would gladly send it to us in the mail. He wanted to do this instead of taking it back to the building where he was attending class for some seminar, so being several hundred miles away, we found he really had no intentions of sending it to us, we disconnected and then activated my new LG different than my wife's.

I quickly enjoy the new LG Beacon, and in some short time she loses it or it is stolen. She goes to Anderson office to file a claim. I have pay 45.00 to activate the claim then it arrives a few days later. Thus begins a strange and deeper fraud. The phone LG BEACON will not stay charged. The very minute you take it from charge status it goes dead. So Metro in Anderson says we must buy a new battery. I say, “NO, I have an insurance plan and I prepaid my deductible so I should be entitled to good working phone.” Meantime, my wife wants a different phone with better camera functions. She buys one for a great price through Ebay, and gets it fired up.

What we both experience at MetroPCS is very difficult billing over time. If we find it easier to pay at the store, they ding us 2.00 to 3.00. It was once real easy. I went to website, pushed the button to pay my bill, it simply asked me for my telephone number, and after I entered it, the bill was paid. That was only the first month. After it asked me to become a member of an elite bill paying club that mandated you give up your credit card number, and allow them access to and out of your account, which I turned down and since that date, it now costs me an additional 3.00 to use the eb page to pay my bill.

Hence, both store and website now wants an extra fee of 3.00! Actually, this a accuse extortion at work. But chose it over because I don't allow any company access money in and out of my checking account. Only bill pay, that is because they can only go out. Very important to remember. Lately, I now had my LG Beacon stolen from me in Williams Ca, at truck stop. A cell phone is automatically stolen when the person who finds it makes so sufficient effort to return it. This can be hours or it can be days. So thus now brings on my major complaint with that wonderful plan from MetroPCS and its managers.

I bring in my Beacon LG and ask them to activate it to my phone I received as a replacement. The young girl asks me for all my sensitive information then goes on to tell me that my new unactivated phone is in dead file. I ask her what is a DEAD FILE, she explains "This is where the phone goes. We see a customer having a phone that was reported lost or stolen." I quickly remind her this phone was a replacement of a lost or stolen phone that never was recovered!

She says "Well there is nothing I can do, it's listed as a dead phone." I tell her "this is ridiculous, call someone who has some authority to hook my phone up. He is hijacking my new phone that is mine, sent to me and I paid for it. It also requires a test or needs to be troubleshoot and it won't stay charged either. Please let me talk to the manager." I sat and watch this very young employee call her very young manager and let me talk with him. So she did her job.

I found this manager insufficient, unaware of any logical reasoning and he seem to listen but avoided my questions but said he couldn't do anything either but promised to get back with, let's see, this was Aug 17, Friday, and it is now Aug 23. Six days have gone by where I still don't have the use of my phone nor have it fixed.

I have been calling the Anderson Metro office and will proceed to continually call the Redding office as I understand that is where the manager reigns from. If anyone out there in Blog Land can help me get some attention on this manager or access to any senior CEOs of this company, someone must know something, as I have visited the website and metro has a survey but I cannot find any portal or link to it.

Also, MetroPCS has no complaint service where any of their customers can have any redress for any wrong done to them by their company, what awful truth I do find is there is no help at all. I will now take this complaint to both better business bureaus and open a complaint. Also encourage any other customers that have other similar problems to Blog them in great accurate detail. Thanks for reading.

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MetroPCS - Samsung Code - Poor/NO Customer Service
By -

LARGO, FLORIDA -- This has been without a doubt the most miserable consumer experience in my 60 years on this earth. MetroPCS sponsors our MLB Team, so I thought I'd give them a try when my Sprint contract ran out - BIG MISTAKE. I purchased a Samsung Code - the dealer and MetroPCS have a full refund policy if not satisfied within 7 days - full refund of service and phone purchase. Well, maybe. I returned to the store in 5 days and complained that my Code would not download apps or ringtones. I was told in a condescending manner that I needed money in my account. I explained I had purchased with credit card which was charged without a bit of difficulty.

Then they looked at my phone, and told me there was nothing wrong. I asked them to show me how to download apps and ringtones - they tried and couldn't. I was told since it's a "new service" you'll need to wait for your phone to "update". Went home skeptical, but gave them a try. The following Monday (8 days after purchase) I returned to the store and again complained but was told I was too late to return for full refund even though they told me I needed to wait a few more days (probably so they didn't have to honor their guarantee).

At this point they told me there was nothing wrong with the phone but, I should take it to the Service Store anyway. At the service store I spent 4 consecutive Friday afternoons trying to get the phone to down load apps and ringtones. Finally, they exchanged my phone and assured me that 'all is right now' - of course I decided to check before leaving the store. Sitting in the waiting area, I once again tried to download the same apps and ringtones. You guessed it, I STILL couldn't do it although "everything was alright now".

At this point the assistant store manager gave me his business card, and told me that he would personally take care of it, and I didn't need to continue to come in every week. He'd get back to me. After two weeks of not hearing anything I called his cell number on his card - no answer, but I left a call back message. A few days later I again called and left a request for him to call me back. Another few days and once again I left a message. Never heard a thing back from him.

Completely perplexed I (for the first time in my life) filed a complaint with the Department of Justice and Consumer Affairs. A very nice lady there handled my complaint and continued to try to get me some satisfaction from metroPCS. After about two weeks, she informed me that metroPCS refuses to mediate, and that my only remaining option is small claims court.

Needless to say, I have returned to Sprint for my cellular needs. My new Droid worked first time, and ever time since establishing my new service - Oh yeah, and the phone was free! So, I'm out $250.00 and four months service from metroPCS - and am considering pursuing a small claims court suit. I would not recommend MetroPCS to anyone and would suggest that any current customer consider abandoning them if they should have any difficulty with their service or phone. There is little chance, if any, that MetroPCS will make it right.

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A Bit of Info for Everyone
By -

Hello everyone. I've noticed a lot of people here have had their complaints about the company, and I don't blame you. All the complaints so far do seem very unfair and quite idiotic. I work for a MetroPCS authorized dealer (not corporate) and I can tell you honestly that the company is not completely at fault for what is going on in their stores. Authorized dealers pretty much just hire anyone they like without really determining whether they are even fit for their job.

I read a review here saying that the manager told the customer that they had to charge them accessories in order to get their rebate, also another saying that they were charged double their bill without being told why. Here's some quick info: Most retailers just want to sell, they couldn't care less if a customer is satisfied (unless they're purchasing something from them). Sadly these type of dealers go on doing these things without being complained about to corporate.

I have had customers walk in to my store screaming at me because another store applied the most expensive rate plan onto his line and the store he had bought his phone from gave him a false number to customer support. The store had given him the number of their manager so he got nowhere in looking for help. Rebate promotions apply to all phones in promotion with new activation (some cases it also applies to upgrades)! Does not require a specific plan nor for you to buy accessories. Anyone that tells you you must buy those additional items are just trying to make more money out of you.

If your payment is past due, you DO NOT have to pay double your bill. You can reset your bill cycle date to the date of your payment for an additional 5 dollars. Let's say your bills due on the 8th, and you pay it on the 19th, for 5 extra dollars you can change your bill date to the 19th (only requirement is that you are at least 7 days past due). Any MetroPCS retailer can do this, if they say it is not possible then they're just simply being lazy.

You can return your newly activated phone(s) and get a FULL REFUND. Whenever you purchase a phone from MetroPCS as a new activation it comes along with "Metro Promise". Metro Promise allows the customer to take the phone home and try out the service and to see if the reception and features satisfy the customer. If it doesn't, you CAN return your phone within 7 days of your purchase, must be in like new condition and have no more than 1 hour (60 mins) of talk time.

You can review your starter service form (the yellow Sheet) at the bottom right corner of your form it explains the Metro Promise. As authorized dealers we are forced to honor this promise. If a dealer refuses to do so, file a complaint with corporate. Don't let them steal your money, they'll BS you until you go away. Some stores will higher the prices of their Handsets simply because there is no competition around them. Go to Metropcs.com to view the actual handset prices. If the dealer is selling them for a higher price, walk away and find yourself one that sells them for their true price.

Employees work on commission, so they'll try to add features to your rate plan so they can boost up their performance logs and get more commission regardless of whether or not you even ask for the features. Whenever you purchase something from them, ask them why the price is that price (tell them to break it down to you) and always check your receipt. They're sneaky.

I Truly believe MetroPCS is a great company on its way to shutting down those other rip off carriers, but it's the unfit idiots that those authorized dealers are hiring that is giving the company a very bad image. Find yourself an helpful, honest and knowledgeable store and everything should go great!!

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Limited by the 'Unlimited' service... Unwilling to Do the Right Thing.
By -

GRAND RAPIDS AREA ( KENTWOOD ), MICHIGAN -- I purchased my Metro PCS phone at a registered dealer and paid my monthly bill. I was planning a trip to Grand Rapids from the east side of the state and checked in with the dealer form whom I purchased the phone. Yes, he said there is service through Lansing and Grand Rapids. Wondering then why my phone did not work there. After visits to two metro PCS stores and then finally finding the corporate store where I had been assured they would help me with my problem.

Upon entering and speaking w/ the reps there, I was told that the 'unlimited' service I had paid for was not available to my phone as the newly expanded network had towers using a bandwidth that was not compatible w/ my phone. I was told the only options which were available to me were: A) purchase travel minutes - $0.19 cents a minute plus tax and fees... Or B) purchase a new phone that would work here and back where I had come from.

I was not prepared to purchase a new phone and paying the exorbitant per minute fee did not seem too customer friendly to me as my monthly fee was supposed to include unlimited minutes and unlimited access to their service network marked in purple on their map. The limits were closing in and the reps acted like it was my problem. The monthly bill had been paid ahead, the phone was a metro PCS phone purchased from a metro dealer: their equipment and their service and now I was expected to cheerfully pay more? I left to check out options, but soon realized they 'had' me.

I had to purchase the travel minutes at that high price and I asked since this was not my issue would metro PCS give me some complimentary travel minutes to use in the next 24 hours. A reasonable request to a company that advertises with the slogan, " Unlimit yourself!" The answer was no. I had been limited by their new technology and there was no help offered or available w/o paying more money and $5.00 would not solve the problem, that would only last for the first phone call as there must be a $5.00 bal at the start of any phone call using travel minutes.

My opinion is that a company that does not have folks tethered to a 2 yr contract should be more accommodating and offer a solution that is makes the customer whole even if that requires a temporary 'patch' of sorts. This patch should make their advertising claims consistent and true. My trip was cut short and made unpleasant as I was not wanting to waste 3 hours searching for the stores and a solution to my (really their) problem. I should state that my phone was about 2 yrs old and I had recently purchased a new one, but the reception was better on the old one so went back to that and was not looking to purchase another.

Companies need to empower their employees to do the right thing. Perhaps customers are a dime a dozen and you feel you do not need to care. It is expensive to obtain a customer. It is more economical to keep a customer. Customer goodwill is something to be treasured not stomped in the mud. This company has no integrity in my opinion and has joined ranks in subscribing to the greed culture we find prevalent in many American Corporations.

Perhaps it would be good to remember we are all customers somewhere to someone and we need to treat others as we would like to be treated. I have options, Page Plus, here I come... and I do not have to pay extra to use my phone in those areas.

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MetroPCS - Deceitful and Borderline Predatory Practice
By -

FLORIDA -- On Monday, November 23, 2009, at 11 AM, I went to a Metro PCS store in Spring Hill and purchased a cell phone (Samsung Code). This type of cell phone is what's considered a Smart Phone. It's a Windows Mobile phone. The cost of this phone (including taxes) was $319.93. After getting it home, I decided I didn't like the phone and was going to return it. Metro PCS's has what they call "Metro Promise" and it reads is as follows "You can return your phone within 30 days of purchase with less than one hour of talk time. No questions asked".

On Tuesday morning, November 24, 2009 at 11:30 AM, I walked into the very same store I bought the phone and said I wanted to return it. The sales representative at this store made a call informing someone I was returning the phone. She must have been asked to check on the call time. The sales representative did so, and it was discovered that the call time was 1 hour and 37 minutes of call time on the phone. My immediate response was "that's impossible", I hadn't made or received any calls on this phone!

The sales representative then said I couldn't return the phone because of the call time. Again, I said that I had not made any calls or received any calls on this phone and if the timer was at 1 hour and 37 minutes, then they must have sold me a used phone. I returned home and looked at the timers on the phone. It was at this time that I noticed that the call timer did in fact read 1 hour and 37 minutes.

However, 1 hour and 37 minutes were used up on Data calls. Which simply means that when I received this phone, I had to download Metro applications to this phone, such has Metro Mail, Metro Navigator, and a few others. And apparently when downloading these Metro applications, the phone dials a number to retrieve them! I then called Metro's customer service and spoke to a gentleman and explained what was going on. I was told that the Data calls were not my fault and that I should go back to the store where the phone was purchased for a refund.

He also said if there was any problems, to have the sales representative call them. I did has he stated, and again, I was refused a refund even though I pointed out that it was Data calls and not Talk time that was on the phone. I told her what customer service said and she proceeded to call them. When she couldn't get through to customer service, the sales representative called 2 other people from this area. One of the people she called was ** (a service manager). He spoke with the sales rep then wanted to speak with me.

When I got on the phone with him, he stated that there would be NO refund on this phone because of the 1 hour and 37 minute call time. I informed ** that it was Data calls, and Not talk time. I also reminded him that Metro PCS has a return policy that states less than 1 hour of Talk time, not Data time! His response was "I'm an attorney and I'll interpret what the policy states!" After a heated exchange between ** and I, he hung up. I then left the store and came home to file this complaint.

What I also found out during this experience is this. Not only is this store not a corporate store (although disguised as one), no one (on paper, when you enter this store or a sign) tells you that it's privately owned business. This is not only deceitful practice, but borderlines predatory practice as well!

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Class Action May Get There Attention?
By -

Metro PCS is waiting for a class action lawsuit to fall upon their corporation, due to non-professional customer service, consumers being misinformed by cust svc, their lack of knowledge in troubleshooting problems within their services, their lack of warranty coverage on products they sell, their failure to monitor privately owned and operated Metro PCS distributors in which represents their logo & company, their customers care is so negligently handled, and their consent & deliberate intent on never resolving issues with consumers has been going on since day one of business..

This is a huge company with so much potentials to become one of the most highly acclaimed companies of this new era. But due to their own greed, deception, and undeniable way of ignoring consumers is surely their own demise just waiting to happen, if all consumers with this history of complaint's like disconnect after paying bill, flashing, defective products, misinformation, etc. would contact the proper authorities and create a website to connect with a interested Civil/Corp Lawyer that would be willing to Launch a CLASS ACTION LAWSUIT Metro PCS.

May very well have to file bankruptcy if found liable which will not only affect their Reputation once the media gives it the attention it desires it will not be good for this company and also it will possibly cause them financial hardship and all because their business is ran so poorly? Their business concept was GENIUS!! but their Consumer Communication skill are horrendous.

Whoever is in charge of mandating & orchestrating Departmental guidelines pertaining to Consumers need to be replaced ASAP and an immediate revise put into place as well as a mandatory training for all Call Centers handling (611) calls on how to deal with consumer issues, troubleshooting issues. There should be a Dept strictly for handling consumer complaints & issues. A Dept strictly for service issues and Metro PCS is expanding so rapidly while even in this recession that they can afford to open a technical center in each major city where consumers can bring their phones into or mail into for repairs or replacement at a reasonable charge.

Also information given to consumers via phone (611) should always be the same as in the location offices of consumer, this can be done via data info programmed into their software to assist in the consumers in their locations they reside in so that customers will be advised on what their options are in that particular location. Flashing should be halted immediately and any flashed devices with software problems should be fixed/ replaced/ or credited to those who has suffered a lost due to misinformation given by Metro PCS Customer Care Line..

I believe the flashing was a great big mistake on Metro PCS part, this is where their legal issue will stem from the most. Consumers are being mislead to believe they can flash service over to Metro PCS only to find out that their services are limited and that software problems will and can be an issue. They should not inform consumers they can flash other phones for a fee then afterwards inform them of the problems due to flashing??? like limited service, signal issues with Samsung M800 model (no reception once you leave the center?)

What a deception is that? If there is no signal available? Why is it available at the location the phone is being flashed at and if you go back to that location you can get a signal, but as you leave the area your signal fails? This seems like intent to deceive by the Local Dealerships? Are signal boosters being used inside these locations giving a few bars to these flashed phones just enough to allow consumers to believe that the service is OK before they leave the store?

And when you come back to see why they tell you it must be a software problem with your unit and that is it? No refund, no replacement, even after assuring consumers that if they take insurance out on the flashed phones if there is a problem you are covered? Only to find out that you are not covered until after 30 days and then they are not guaranteed to get the same phone or equal, but just a replacement, leaving you without service for over 30 days. This is very unprofessional and misleading to consumers.

This Company had a great concept of building an Empire. I pray that they will come to an understanding that the consumers is the ones who will rise them to the occasion and the very same ones that will also crumble their empire to the ground. It is important how you treat the consumers who patronize your business that matters the most.

Customer Care is so important in running a good and successful business in today's economy. There is an ole saying if it sounds too good to be true, it very well may not be? So be mindful in all your decisions. Watch out Metro PCS Virgin Mobile is easing up in your lane. Would be a shame to have your concept stolen and taken to another level by your competition.. because they have better people skills.

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A Whole World of Suck...
By -

I finally realize paying 100 dollars at another carrier rather than 55.18 a month for all services at metro pcs would be far greater a thing than continuing service with them now. Not only do the ghosts at metropcs exercise perfect and constant negligence, but they have amazingly devised a way to keep their own company from getting money from its own customers! Hilarious!!

In addition to imposing a limit on a customer's own desires to spend their own money, I could not make a credit card transaction which would allow me to speak to my fiance in Italy because I could not add money to my secondary account. Why did this happen? Easy. Metropcs decided to be my parents for a minute by telling me I had already "reached a limit of spending" with the company.

Why? Because I bought a couple accessories, paid a monthly bill and put money on a secondary account all in one week and metropcs was "trying to protect" me from myself. If I need a ** parent at age 36, I'll ask for one. The prime reasons I am leaving metro: No customer service at all. International calling services work 15% of the time on a first attempt to call. All other attempts to call do not work and those attempts steal minutes from your secondary account funds - expect no refunds or compensation with no customer support to give you any.

Calls drop everywhere and it is never another carrier's fault. Metropcs is rumored to be a government-owned cell phone agency so I hope you already expect to have your calls eavesdropped upon regularly. The competence of all metropcs customer service agents at any store I've been to is more incompetent and high school ghetto ebonic oriented more anywhere than I have ever seen anywhere else. Expect attitude, hip-hop being blasted at the highest possible volume and the punk kid from your high school days who always tried to beat you up helping you from behind the counter.

"Enhanced voicemail" gives my friends and family about 1 minute to talk before cutting them off and ending the call - whoever's came up with 'enhanced voicemail' at corporate metropcs can suck me dry under a maroon moon. No one likes a liar with money. I have finally had it with such incredulous and flagrant retardation in an American company - it shocks me that this paltry, pathetic, loser company was actually able to be formed and continues to operate with 4 million losers just like I was all this time.

It's a shame the customer service values of some companies in America get away with the torturously stupid ethics they bring to the table. Don't go metro... there's no one there. Unlimit yourself somewhere you really can... it will never be at this pathetic ** shack of a company carrier run by the most irretrievably stupid corporate jerk offs you could ever imagine.

I've known boxes of hair and piles of feces that play life's game better than metropcs's degenerate investors and employees (that are actually there) ever could. Thanks for reading and please spread the word. I've already talked 18 of my friends off metro and they could not be happier paying more with someone else. Unlimit yourself... leave metro pcs!!!

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Metro PCS Customer Service & Online Service
By -

ATLANTA, GEORGIA -- My cell phone was stolen on Atlanta's transit system last weekend near the Arts Center Station. I filed a report with a MARTA officer. It is not my intent to expound on the theft. I did venture to MARTA's Lost and Found center at Little Five Points. To no avail, no cell phone was returned. The thief needed my 4 digit pin to use the phone. Therefore, I can still retrieve my voicemail messages and the phone is obsolete for the thief.

After perusing the internet, I decided to order a new phone and cell service with Metro PCS. I ordered the phone online between 12am and 1am online September 5th. The system took approximately 2 minutes to “process” yet I never received a confirmation email. When ordering merchandise online I always copy and paste my order form and print or save for my records. Please do not confuse my order form with an order confirmation form. I examined my copy and all of my information was correct. I checked my email in the morning for a confirmation email. I had none. I checked my online AMEX credit card statement and it showed the monies for the cell phone debited. The charge was not a pending charge. I spoke to AMEX rep. to confirm the completed transaction.

My dilemma is with the “customer no service department” of MetroPCS. They do not have a record of the transaction. I was on the phone for approximately 94 minutes with several representatives who lack the basic skills of critical thinking.
I have never spoken to representatives who are like robots reading from a script and antagonistic in tone and phone demeanor. I initially spoke to Jaime. Jaime promptly transferred me to some outsourcing company called “Bill Matrix”.

Rita the Bill Matrix representative promptly told me she only handles monthly cell phone payments. I then again, spoke to a MetroPCS rep. David who was no help and spoke to Ebonics. I do not think he even understood what I was trying convey. He wanted me to give him my confirmation number and call the number on my confirmation email. I told him several times I never received a confirmation email.

I spoke to Lisa who made light of the situation and thought it was funny. She attempted to be disparaging until I let her know I was taping the phone call. She claimed she was attempting to locate an 800 number for me to call to confirm my transaction. It took Lisa 12 minutes to tell me she would need for me to order another phone with her now in order to retrieve the 800 number.

Lisa constantly placed me on mute and made a few slips of the finger. Her slips included telling a co-worker she hopes this woman hangs up so she could go to lunch. Lisa told someone she (me) will have to wait that much longer for a supervisor (for making her miss lunch with Shronda).

After about 10 minutes, I finally spoke to a manager named Margaret in Dallas, TX. Margaret makes the other representatives look like Mensa members. I am not joking. This woman was incapable of actively listening and basic problem solving. She insinuated I did not make an online purchase. I told Margaret I would give her any information to confirm my AMEX transaction or even fax my online statement. Margaret had a defensive attitude and simply would not listen. It took about 10 minutes to get her to understand I was a new customer and not trying to pay a monthly bill. As the conversation progressed her tone became abusive. I had to plead with her like a defense attorney pleading for life instead of death for a client. She stated 7 times during the conversation, “I really do not think I can do anything to help you.” She also reiterated several times that she did not know what department handled “online mishaps”. She said maybe AMEX can help you. I told her I had no intention of bothering nor disputing AMEX for an issue that has nothing to do with them. I told her it is imperative I receive my merchandise. I also told her I would do everything legally and within my power to hold MetroPCS accountable for their actions. Margaret became even more fluttered and incoherent.
Margaret took my name and number. She claimed she will email a department about my dilemma and call back the next day. I do not think she did anything.
I have yet to receive a call back and I doubt I will receive my cell phone by Friday.

Please I seek your advice and suggestions. Thanks!

P.S. I searched for an email address for MetroPCS to send a letter about my experience…and found nothing. I would love to send Roger Linquist's executive assistant a copy of the 94 minute conversation or an email.

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Silver-spoon dealership, the next generation owner
By -

SPRINGFIELD, MASSACHUSETTS -- The initial deal we got was good. **, the salesman worked with us on a new 2012 Wrangler Unlimited. The one we test drove was a soft top with no hitch. So without a hitch and a soft top, we really did want that one, so ** told us about a Sahara model. In the end, we decided to purchase the Sahara. When we were working on the deal, Metro stayed opened 3 hours past closing, working with us. Needless to say, when we looked at the Sahara Unlimited, it was dark. So after purchasing the vehicle, ** said that they would register the Jeep on Tuesday (DMV is closed on Mon. in CT) and we would make the trade for the vehicles at DMV.

The next day my husband and I drove back to Metro to give them my new insurance card and sign of the title of my PT Cruiser. Since it was daylight, we looked at the Sahara. We noticed that there was a pool of water in the middle console area. We asked Metro if they can check it out when they do the all around inspection. Tuesday morning around 10:15, ** called to ask about my insurance and said that the Jeep is being looked at and it should be ready by 3pm. Approximately 2:30pm ** called and asked if we can pick up the Jeep at the dealership later that evening. We settled on picking it up on Wednesday evening.

During the day on Wednesday, my husband got another call saying that it will be a couple of days because they had to order a new seal for the roof, since it was crimped from the top not being placed on the Jeep properly. My husband called me and told me what was going on. My husband didn't like the idea that there was a leak in the new Jeep and that there was a pool of water. Who knew how long it was wet, or if it leaked on the navigation console area. So I called Bertera, looking for the owner.

I was told he is semi-retired, so I asked for the next person in charge. She gave me **. I called ** and explained the situation and asked him to contact my husband since I was at work. In the meantime my husband talked with the General Manager at Metro and he said he'll see what he could do. We felt uncomfortable with the purchase because of the leak and asked if we could get a different Jeep. ** called my husband and he told him the story. ** asked what we wanted to do. My husband said either get another Jeep or cancel the deal because the mechanic said he didn't know how long the leak was going on for.

After ** called my husband back, he just kept saying that they were putting on a new seal and the Jeep should be fine. My husband told him we haven't even driven the Jeep off the lot, why do we have to settle for this? ** said there was nothing he could do about it and that's just the way it is. So my husband told him if that's the customer service he provides as being one of the owners, then the least I could do is to let everyone know through our power of the media, how his customers are treated.

My husband told him he was very disappointed in his customer relations and asked him how he could have started that business with such disregard for customer service. Then ** said, "Not every customer is happy" and my husband asked if he was going to use that slogan in a commercial, since we have done some commercials in CT. He then hung up on my husband. So to know who we are, just for fun Google "Stolen Puppets" and see how many different medias we connect with on the web and TV.

On the other hand, the general manager at Metro that my husband talked with was much nicer and more understanding. He said that he wished he had been called first. We hope that they other owners know how ** treats his clients and that they have a chance to fix this poor customer relations. Also, when we were filling out the paperwork for the Jeep, the finance person sold us the extended warranty, based on the fact that he said that we weren't going to find it anywhere else for cheaper.

The next day while getting my insurance for the Jeep, I noticed that my insurance offers BMI for a lot cheaper. When we dropped off the title and insurance card, we told the financial person that we didn't want the extended warranty. He said when we get the account number, call up the warranty place and cancel it. The next day I called the warranty place, just to verify what the financial guy said. The warranty company said that if the cancellation is within the first 30 days, that I need to tell the dealership and the financial person will have to redo the paperwork.

When I told some people about this, they said that it sounds like the financial person didn't want to redo the paperwork. We picked up the Wrangler Unlimited on Saturday. Everything was fine when we picked it up. We had ** cancel the extended warranty. First Automotive has terrible complaints and a poor rating. We asked if the General Manager was there, and he was not. ** said that he will be in on Sunday and that we can give him a call.

The General Manager told my husband previously to see him before driving home the vehicle. ** said that he had the service department clean up my Jeep. (Every place I bought a car from, they clean cars automatically. If they dirty it, they clean it up.) My husband and I also did not appreciate ** constant joking about we got the vehicle for free. Really... then what is the financing for?

When we got home, we were putting some of my stuff in the vehicle and I noticed a small screw under the back trunk mat. I have no idea where this came from or where it goes. Hopefully it's not something important. Also the inside of the hardtop had all fingerprints from the mechanics on it. They show up nice on the white so much for having the vehicle cleaned. Thought not a huge deal, one of the valve caps was missing on the driver's side front tire. It's just one of those things that if there's supposed to be five valve caps on the tire, then I should have had five valve caps on my tires.

Again, this is not a big deal, but when someone is spending a significant amount of money for a brand new vehicle, you expect top notch service. I've bought three brand new cars, not including this one, in my lifetime and this is the worse I've ever seen. The lack of care and details is horrible. My uncle used to buy cars every few years and he never had any type of problem.

On Sunday my husband called up the General Manager at Metro. They said he wasn't available, so he left his phone number. He never received a return phone call. My husband then called up the number that you called on. He couldn't remember your name, but spoke to someone else. The only thing they said was that we can bring the vehicle in for service at the Riverdale location. Wow, thanks for making the customer happy. Great damage control.

In closing, at least I have my dream Jeep Wrangler Unlimited. When it comes time for my husband to get a new vehicle, I will have to think twice about where we go. Good thing it's not anytime soon because I still need to recoup from this experience. I would not recommend buying a car from any of the Bertera dealerships.

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We Take Your Money a Lie
By -

Had become a new MetroPCS customer on June 21, 2011. I purchased a brand new phone. I had problems with the signal and losing the charge immediately. I went to the store where I purchased the phone. He replaced the battery, he then told me if I still had problems with the phone, I had to take it to a corporate store for service. I still had issues so I returned a week later to the corporate store. The representative ** insulted me. After he insulted me, I left the store! I then went back to the store that I bought the phone from and he said, “I'm sorry, you have to take it to a corporate store for service.”

Days later I was still having problems, a weak signal, losing charge, still could not access the internet. I then went to the corporate store in Taylor, Mi. on Eureka rd, again for service. I explained to a Tech the problems with the phone, she replied, "We will replace your phone with a used phone only, and you'll have to use your own battery.” (Meanwhile I do have the additional insurance). She then told me "You have to go the Manufacturer of the phone, LG.” She gave me the phone number and website for them. I then questioned her reply, I then told her I just bought this phone and had problems from day one and I want a NEW phone as the insurance states!

She replied, "That's NOT going to happen!" I then spoke to the manager, and told him what she said, Laughing and giggling, he stated, "On the agreement, it states, you have only 7 days to replace this phone." I said No, I have had a problem with this phone from day 1. He said "Too bad! Call corporate customer service if you don't like it!" He then told me to get out of his store and don't come back and he threatened to call the police! I then left the store. I then called customer service, told them what was happening again, I was told to take it back to that store for service.

On July 18th, I returned to the same corporate store. Upon entering the store, I was approached by an associate, he asked me "Weren't you in here 2 weeks ago?" I said, “No.” He then said "Yes you were. You had problems with your phone and called me some racial slur names." I said "You are a liar. I have never met you or spoke to you ever before. I've only been a customer for 3 weeks!” He said, "You must leave now or I'll call the Police". I said, “Are these cameras working?” HE said, "Yes they are!" I said "Good, I want this documented, because I never did anything to you ever." I was told to leave or else they're calling the Police to have me removed.

With the threat of the Police, I left the store. I then contacted Metropcs, customer service again, I told them what was happening again, they said, "You have to return to that Corporate store for replacement or service". This time I took a witness with me. We were immediately approached by an employee, that I had never seen before or spoken to, and he said, "You must leave now, we are calling the Police to have you both removed.” My wife was told that she was a troublemaker the last time she was there, (she had NEVER been in that store EVER). My wife told them she had never been here before. They refused to speak to her at all.

We then waited patiently outside for the Police to arrive. The police arrived shortly thereafter. The Manager told us prior to the Police arriving, he told us both, "Don't you EVER come back to this store, take your business somewhere else!" I still will go through with the dispute, the store was busy with other customers. These customers were laughing and finger pointing at my wife and I, and we were made out to be low-life troublemakers in front of strangers, based on these employees lies and false allegations.

I told them, "My wife has never been in this store in her life, she is a Sprint customer, and this is the first time and last time she will ever be here." She was so embarrassed because of these lies and customers laughing she left the store crying! We then waited outside for the Police to arrive, he arrived shortly thereafter.

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MetroPCS
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