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.
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.
DETROIT, MICHIGAN -- My bill is due each month on the 10th. I was unable to make the payment that was due on April 10th but subsequently made the payment by credit card on May 1st. Once this payment was made service was supposed to be restored within 4 hours however service was not restored. I contacted MetroPCS, the same day, by dialing 888-863-8768. I made several calls which ended with the automated system disconnecting my call. Finally, after 12 attempts and 2 hours later, I was connected with a representative who informed me that my account could not be accessed and to call back in 2 hours.
I waited the 2 hours and attempted to call again only to have the automated system hang up on me several more times before I was able to reach a rep. The rep. was able to access my account. I explained the reason for my call and was told I would be transferred to the department who could help me and during the transfer I was disconnected again. I made several more attempts to speak with someone only to be disconnected several more times by the automated system. I was able to reach a rep. again and was told that my account could not be accessed again.
I gave up on my attempts out of frustration and the very next day after the automated system hung up on me several more times, my service was restored and my requests for compensation went unheard. On May 8th, seven days after my service was restored, I received a text message informing me that payment was due on May 10th. Payments made are for the next month's service and since I did not make the payment until May 1st there would have been no payment due. I called MetroPCS just to verify this was correct and after only one attempt I spoke with a rep. who informed me that my service would not be interrupted and to disregard the text.
Unfortunately, on May 15th (today) the service was interrupted. This phone was purchased so that I can maintain contact with my children (one of them who is extremely asthmatic) during their commute to and from school. And due to the storms approaching my area, it was imperative to resolve this matter and have service restored. I called the toll free number for MetroPCS nine times only to be disconnected by the automated system. On my tenth attempt I reached a rep. who said I would have to be transferred because she could not access my account. During the transfer I was disconnected.
I called three more times and was disconnected by the automated system then on the next attempt the gentleman I spoke with said he would make sure he had someone on the line before he released my call and he did just that. I felt a little relieved at this point and explained the issue to the new rep. I was transferred to only to be told I would need to be transferred. I informed her of the several attempts made prior to reaching her and I refused to be transferred. She transferred me anyway and the call was disconnected. Two more attempts were made by me and the automated system disconnected both times.
I made one last call, finally reached a rep. who informed me that I would be transferred. I refused to be transferred and explained all the wasted time I spent trying to resolve this matter. The rep. responded by telling me that her system was down and she had to transfer me to someone who could access my account. I gave in and once again the call was disconnected.
I was outdone and frustrated but called the toll free number once more. I reached a rep. explained the problem and told her not to transfer me to any other rep. This rep. informed me that the system was down and no one could access my account and that I needed to call back the next day. I refused her instructions and stated I was not ending my call until someone could provide me with help and compensation for another day I had to spend on the phone with MetroPCS.
The rep. stated she could not access my account and she would transfer me to the department that could. I informed the rep. that she had just told me that the system was down so why would she transfer me now. I refused to be transferred and requested to speak with a supervisor. I was placed on hold and a few seconds later a gentleman named ** identified himself as a supervisor. I went through my entire experience with him, expressed my frustration and importance of having this matter resolved and service restored.
I also requested that I be compensated for my inconvenience for not just this day but for the problems I encountered on the day payment was made. He explained there was nothing that he could do to help me and told me to call back the next day. ** acted unconcerned about my problem by informing me that I would not be compensated and since the system was down told me to call back tomorrow.
I requested to speak with someone over him and was told that I would need to send a letter to the corporate office and was provided with an address. I informed ** that I did not believe that any action would be taken by me sending a letter to the corporate office so I informed him that not only would I send a letter to MetroPCS corporate office but that I would also file a complaint with the BBB.
At this point I'm not sure what to do but I will have to contact MetroPCS tomorrow to try to resolve this problem. My problem is that I am going to end up going through the same thing I did on May 1st & 15th and there's not guarantee that the issue will be resolved. MetroPCS has become the popular cell phone choice in my area however many have encountered some of the same problems.
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.
SHREVEPORT, LOUISIANA -- My name is ** and I am writing regarding the poor, unlearned, untrained, unknowledge service I had received from metro pcs customer service on Thursday June 2,2011 and Saturday June 4,2011. On Thursday around 10:30 is I received a text from my female friend stating she needed my security code to pay my cellular telephone bill online. I was not sure of this security code so I called 888-863-8768 and spoke with a representative by the name of **.
He assured me that there was no security code needed for her to pay the bill online, he instructed me to have her follow the prompts on the main screen and the bill would be paid. I text her the information as well as the telephone number I used to gather this information and the gentleman's name. Two-three hours had gone by and I was under the impression everything was taken care of until around 4:00 pm I had gone to use my telephone and received the recording my service was temporary interrupted due to nonpayment of the bill. You can imagine how disturbed I was to hear this recording, after coming from not one interview, but two interviews that day.
After being giving the runaround with the automated service, and being in areas in which I could not get any service (Gloster la) I was finally able to walk into one of your stores 2730 w 70th st and paid my bill for the amount of 56.00 cash, confirmation number **. This bill was paid at 19:29:24. Mind you the stores closes as 20:30. Well after I walk out of the store I received a telephone call from my friend and I had ask her was she able to pay the bill, she instructed me she had just posted the payment online.
So by this time two payments had been made to my account, 56.00 cash, and she had posted 80.00 to my account, not knowing the bill was only 53.00. It was too late to walk back into the payment center because the doors were locked. I told her I was going to see what could be done, either a reimbursement or credit to my account. I was never able to get a hold of anyone that night however the next day, I spoke with a customer service representative by the name of **.
I explained to the gentleman the situation that had taken place the day prior and wanted assured information there would be no problem with a reimbursements of either of the funds. His words were,"I cannot reimburse the 80.00 that was paid online, but if you have the receipt, you can go back down to the payment center and get the 56.00 reimbursement.” I wanted clear understanding of this for I did not want to look like a fool going back down there using his words, "he assured me" there would be no problem as long as I still had the receipt.
At 6:28 pm I walk back into the same payment center and gave the clerk the information I received from ** in which I was told there was no refunds out of the center. I called 1-877-315-6074 while standing in the payment center and spoke with a representative by the name of ** who really had no idea what he was talking about. His words were, “I'm sorry you were given wrong information and I could have the store clerk call into the customer center and start the process.”
The store clerk assured me he was not giving out any refunds and he was not calling into the customer center. (Mind you I'm still talking to the customer service center at the same time I'm in the store). By this time I was being told to get the ** Out of the store (by the owner) and he was warned by the clerk he was going to call the police. The police came, and nothing was done. I have spoken to ** and ** from the service center and neither one of these clerks has given me the same information, while there has been two payments made to my account, (to a company that has untrained customer service reps).
I also get thrown out of the store where I was sent by the company customer service reps. Metro pcs should be ashamed for their reps, should be retrained and they all have the same information. I would not be so angry regarding this matter however I was given misinformation by the first clerk ** and has received consistent misinformation by five clerks and no one can finalize this situation correctly. That's why I say ''what the hell."
NEW YORK, NEW YORK -- Purchased the Samsung freeform phone April 18th, 2011 and it has been a nightmare since. No customer service at the franchise nor when or if you finally are able to reach an actual human being on the customer service line. My young, knowledge filled customer service representative kept putting me on hold to speak with whom I now assume was a nonexistent supervisor because she "had never heard such a problem."
That reaction was because when I returned to the store to have the representative show me what I might be doing wrong at the Yahoo site, (he had set it up for me), I had entered my own password, but it had yet to work. He asked if he could try his account. Worked for him, however the man never logged off? I guess? Later at home my phone froze on the Facebook log in site. I do not use Facebook and had not logged in. After many futile efforts I thought it better to turn the phone off then throw it out the window.
I turned it on over an hour later and someone I had never heard of was welcoming me as their friend on Facebook. Then I had 62 spams, I don't have that much spam after a couple of weeks not checking in. Then I saw my Time Warner account. I don't have a Time Warner account. When I did talk to customer service I was advised to return it.
I had tried to return the phone prior to this incident. 2 hours 29 minutes meant it was non returnable. Now I was furious. Not only did it not suffice my needs, as the merchant realized before not letting me return it. Now I could get his email and not my own. I told customer service if they do in fact record their calls for "quality assurance" I wanted it recorded that this was the problem, and this was her advice for said problem.
I called the merchant by name when returning and asked if he wondered how I knew. He said, "I told you." Then I told him some information he never would have told me and a stranger could not find out easily. He agreed to refund me and wanted the phone. I demanded that we stand together while all info was erased from it. I did not trust him enough to hand him the phone. He called his boss, spoke in a language I am not fluent in and only managed to say, "She is out of her head," in English.
He played with the store computer while talking to his boss, logged off after undoing what he could. He then told me they do not sell used phones. I had written some things down as I feared he would do just that. I hour of usage makes a phone non refundable. This phone can only be used with metro pcs. There is no unlimited email, no unlimited web. THE PHONE SUCKS AND DOES NOT DO WHAT AN AVERAGE CELL WOULD. The franchise stands behind corporate rules, and the corporation advises you do deal with the franchise owner. Never do business with this meanly clever company. You will save no money.
INGLEWOOD, CALIFORNIA -- Metro PCS. At first glance it seems like a great deal. It could be if it wasn't for its poor customer service as well as cheap product. As most people have already mentioned, it's apparent that Metro PCS does not think highly enough of their customers to bother training their employees on their products and/or troubleshooting. They only train them to sell the product and collect the money (more money than you owe, if you let them). There are many stores popping up all over California which fail to have at least one staff member with the expertise of the products and the service they provide.
As a matter of fact, it seems like their employees are simply robots, trained on selling and collecting money. One example that is one of my greatest pet peeves with Metro PCS. I chose to pay my family plan bill at the counter. Not sure about anywhere else, but here in Los Angeles/Inglewood, you are charge an additional $3.00 for this service. I agree to their charges. However, when I visit their store to make my payment they round up the amount required of me to pay. Example: The cost of my cell phone service as agreed is $80.44/mo. Upon attempting to pay I'm told my bill is $84.00.
The 1st couple of times I challenged this, I was told that the machine rounds up and there is nothing they can do. As I refuse to pay this amount they then proceeded to charge me the $83.44 as agreed. Today I visited a different store which of course told me my bill was $84.00. Again I told him that was not the amount due. The individual at the counter then told me that the reason it was $84.00 was because they don't deal with change. When I gave him a confused look he then said, “This is because we don't keep change in the store”. I then told him that I was going to pay with my ATM card. He then told me that this would be an additional $2.00 charge.
I politely smile and told him thank you as I exited the store. Some people may say so what if they charge you a few more cents. It's no big deal. I thank God that I'm able to afford those extra cents if I chose to pay it. However, I feel that if I'm keeping up with my end of the agreement and paying my bill in full when it is due, then they should abide by their contract and charge as agreed. Some people may say I'm nickel and dimming. And I say to those individuals “Isn't that what they are doing to you when they take your few extra cents?”
Look at it on a bigger scale. (.56 from 1 million customers means $560,000 in Metro PCS' bank account) And all they did for it was tell you that the machine only knows how to round up. They did not provide you with any additional service for this money.
ORLANDO, FLORIDA -- Orlando, Florida October 19th, 2010. December of '09 - I purchased a phone and a plan from metroPCS. The phone started to have speaker issues about four months into 2010. I found out the phone would be replaced with another phone (a refurb) anytime within one year of purchase, but I have to travel to the corporate office - a one hour round trip. I have a metroPCS store very close to me. It seems only the corporate office can exchange the phone.
You might think the store I purchased it from could do a little customer service for me. Here's my point. Yesterday I picked up my refurb and the salesman transferred my stored phone numbers from the old phone to the refurb replacement phone, but he did not make it clear I would "loose" (not be able to transfer) my personal voice recordings from my old phone. That was never brought up. I had 70 voice recordings stored on the old phone. After spending about two hours waiting for the transaction of getting a replacement phone I left the store and went home.
Next day, to my dismay the voice recordings were not on the phone. I called the main number 800 something metro and to my dismay again it took almost two hours to get through to talk to someone. I kept getting so far through all the voice prompts and then I was disconnected over and over again. (I am sure Verizon is enjoying this post). So I got in my car to venture to metroPCS corporate office (again) to see if there was any way I could retrieve those 70 personal and very important voice recordings that were left on the old phone.
So by the time I arrived at the corporate office and waited to talk to a customer "no service" agent - lo and behold I was connected to a live person on the phone. (Yes I still had been trying to get a hold of someone by phone.) It was my turn to talk with someone at the counter and as luck would have it, I was finally connected to someone from metroPCS on the phone.
Now I know why there is a security guard at metroPCS. I could see how tempers could flair. Long story short they were very short with me and made quick work of my visit by telling me there is absolutely nothing that could be done about retrieving my 70 voice recordings and I was talking to the manager of the office who's next step was to ask the security guard to show me the door because I kept asking questions like these... “Where was the phone?” “Gone,” she said, “we sent it out last night.”
“Where was it sent to? May I try to retrieve the phone?” “We can't even get it back” she said. “May I have the address and telephone number of the place where you sent my old phone, please?” “No you cannot, we are not allowed to give that information out.” she said. “May I have the serial number or ID of the phone? I know you have a record of that information, I saw the agent scan it yesterday.”
So I started to talk to the agent from yesterday who scanned the phone and she said, "You don't have to talk with him, he has nothing to do with what you want, there is nothing we can do, you have to leave now." When I ask for her name or employee # because I would like to lodge a complaint about the way I was treated, she refused to give me her name.
So let's review: Two hours of travel time, plus gas and wear & tear on my car, two hours total in the store wait time & service time, two hours of wait time and constantly recalling 800-metroPCS, six hours of my time out of two work days - very, very frustrating.
Like I said, I know why they have a security guard on duty. I think they may be the only phone store with a security guard on duty. And boy, if I had a temper that guard would have earned his money today. Yes, the phone service is cheap and yes there is... "customer no service". Good Luck and may your experience be better than mine. What we go through to save a buck.
I paid for 2 phones to get the unlimited text and talk. I could have never expected the results I got. The person that sold the phone gave me a Spanish only agreement. I don't know Spanish. Unlimited means that when I went back to NY on vacation that I had to buy roaming minutes because there was no MetroPCS signal. I asked when I got the phones if they would work in upstate NY and they said that the phones would work with no explanation about paying for minutes at all.
This company offers a coupon for a free hands free earpiece/mic. It states to go to any store and they will give me the earpiece. Store representative told me that I had to go to the corporate store to get it. I keep getting LA01 message that states the call could not go through, try again. The calls don't always ring the phone and come in as missed. Sometimes I don't find this out until hours later. Voicemail shows up on the phone as missed in addition.
I called customer service and got sorry and nothing else. Called again to complaint about the store visit because customer service refuses to help me, stating that the store will support the phone. The store says to call customer support. Customer service representative was more than difficult to understand and kept confusing above issues with the phone. She said take the phone into the store. The supervisor I spoke with denied that error messages, delayed and missed calls were a network issue and said that the store would replace the phone because these are not network related. Pretty much the same as the previous representative.
I spoke with a supposedly higher supervisor and was told the same thing, go to the store. All the other issues were handled with "I apologize for the inconvenience" or just sorry. He also stated that the stores just sell the phones and the customer support is only there for network issues, which I had plenty of, all of course which he denied. I went to the store as directed where I purchased the phones for the third time and they told me there was nothing they could do.
I will follow up at the corporate store that is 3 cities away. I am now shopping for a new carrier. It is unthinkable that this company is allowed to do business. There are other issues that are too many to list, these are just a few of the larger ones I have encountered. So now I am shopping for a new carrier. Stay away from this company.