APOPKA, FLORIDA -- I just had one of the worst experiences in my life with a company. Purchased a Samsung Code yesterday on the everything included plan. Got home and tried to use it all evening and had basically no service when I was in the house. I work 50% of the time out of home which requires a lot of phone time. I was really looking forward to a plan that was cheaper than my Verizon plan. Unfortunately when I went today to return the phone, I was met with attitude by the sales representative at Metro Now in Apopka, Florida.
I did not get a "sorry about that" or anything. Instead I received a basically nasty attitude regarding the notice on the box stating that the phone cannot be returned if it is used for more than 1 hour. The woman representative was basically telling me to go away and I rightfully I began to get angry with her and told her that if you don't take it back I will just dispute the charge with my credit card company since I was never told about a 1 hour talk time. Then she pulled up the time log and told me that I had used the phone for 22 hours. The time log I guess just displays data time as well since I wasn't able to make much more than an hour of calls and I had the phone less than 24 hours.
The woman continued to tell me that they would not do anything and became very enraged when I told another customer in the store not to use Metro PCS (at this point I was steaming). I am glad that I learned my lesson to never use Metro PCS again and since I have around 200 employees, they will also hear about this. I am more than willing to pay more money as long as I receive good service and not a lot of fine print. My family and I spend over $500 a month on phones but I guess a $300 phone is not worth my business in the future.
First thing is first. I am NOT a representative of MetroPCS, nor am I affiliated with the company in any way, shape or form. In May 2009 I was laid off from my job and am to this day living off my severance. In order to consolidate bills, I did away with my home phone and moved from Verizon to MetroPCS. I was very happy with Verizon, but because of the cost, plus the need to carry an additional data plan on top of my normal plans due to my phone, I decided to give MetroPCS a try.
I purchased the BlackBerry 8330 and ported my Verizon number over to MetroPCS. The $50 for the Blackberry plan with MetroPCS (which INCLUDES data) is less than my plain jane minutes on Verizon, and then Verizon charged me an additional $30 a month for data. Thus far (it's been a month) I've had NO dropped calls, no call quality issues, no missed calls. Signal strength is better in all areas than with my Verizon HTC Touch Pro, especially inside my house! On Verizon I would lose calls in 2 of the rooms of my house simply by walking into them.
Data speeds are only 1X, which is not full EVDO speed, but still is zippy enough for me to surf the web and read emails without any delays. I am also able to chat on Yahoo/MSN/AOL messengers with no delays. The only issue I had when I first ported over was that text messages from outside MetroPCS would still be pointed to my old Verizon phone, which of course was no longer active! I could send to anyone but unless they were on MetroPCS I would not receive a reply. This issue was cleared up in less than a week.
At this point after having had them for just shy of a month I am confident enough in their service to shut off my home phone and just have my MetroPCS phone as my sole number. I want to point out just because there are complaints out there doesn't mean that there are not happy customers. I am VERY happy with MetroPCS, as is my sister who decided to switch to them after I had positive things to say. My mother now has been considering switching from AT&T as well after having used my sister's phone and mine a few times when she couldn't get enough signal to get a call to go through.
I got a family plan where I was told I would be paying $90 a month for the two phones. At their office after the representative set up my phones. She looked to tell me what my bill next month would be. She told me it would be $157. She said, “Oh, that can't be right.” and she tried to figure out how to fix it. I had already been in the store for over 2 hours setting up the phones, since she was having a hard time setting up the phone and was having a hard time, she told me she will resolve it with a supervisor when one becomes available. That was on Saturday, she said she I should check the balance on my phone on Monday and it should be corrected.
Well, as you can imagine, on Monday the balance was still 157. I called Metro PCS about 16 different days for the entire month, spending sometimes as much as 2 hours trying to get the problem resolved. They would put me on hold and then the call would drop. I would call back and beg the clerks not to put me on hold because the call would drop. They would promise me it won't, then they would put me on hold and of course the call would drop.
That was also the month where they had just started service to NY, and I would call explain my situation to someone and they would say to me, sorry I cannot pull up NY records, I have to transfer you to someone who can help you, and then of course in transferring me the call would drop. This went on for the entire month until my payment day came, I still had not gotten the problem resolved, had not paid so they cut off my service. I had to end up paying them the $157.
They eventually made some adjustment to my account the following month for $29, but not for the $67 that they overcharged me. Being totally disgusted with them, I decided I would go back to a contract (mind you, I did not have a contract with Sprint when I left to go to Metro PCS). I got a new phone from AT&T on the 27th and contacted Metro PCS about when my bill was due. They said since my bill cycle is on the 28th, I have until the 30th of the month to make my payment. On the morning of the 28th, I called AT&T to port my number from Metro PCS to AT&T.
AT&T told me they couldn't because I had an inactive number with MetroPCS. They had cut my service off on the 28th because I had not paid by then (even though the day earlier one of their reps had told me I had until the 30th to make the payment). I ended up having to pay them for the new month on the 28th (just so I could get my number ported to ATT). A few hours later my service was transferred to AT&T. MetroPCS told me they could not reimburse me for the month. So they got another month of payment from me without any service.
I had left one line on MetroPCS and to this date my brother who uses the line has not been able to receive text messages. I have called MetroPCS several times, but they still have not been able to rectify the problem. I am now looking to transfer the 2nd line to AT&T. They are a waste of time.
Metro Offers quite an attractive plan especially if you are getting it for teenagers. Unlimited everything and a small bill that can't go up right?? Sounds too good to be true, Well IT IS!! The very first day I got 2 phones, a family plan for my son and daughter. Both phones were active and you get a free month when you sign up and pay full price for each new phone. Which are really pretty cheaply made also! Anyway the next morning a text came in saying you owe $100.00 and the phones are off. So I call them, which in itself is an act of God to get a live person. Once you do, you should have just talked to the machine because they are clueless and useless.
The man was rude telling me to pay my bill even though I explained I just got the phone the day before, he would just repeat I think you should just pay your bill. So I go to the store where I got them to ask why I paid all that money for phones and now they are telling me to pay again the next day. Do you think he had a clue?? NO and I spent hours at that store where he was on the phone with the main office trying to get the numbers back on. In the end they could only restore one number and it was closing time.
So next day off to the store I go again now really annoyed! After another hour or so of trying to put the other line on, it still wasn't happening so they decide to give me another phone with another phone number saying the other number wouldn't go back on and they have no idea why. OK so I am happy I have 2 working phones now, and all is well. Until the end of the month of course that the phones go off again! Once again I go into the main branch now and ask why is this off, I paid & they are off. I was also fuming as all the time I have wasted on what should have been very simple. They then told me I had 3 phone lines and only paid 2.
So needless to say by the time I got through with all that happened to me with these people just 28 days ago and another hour later they finally figure out they screwed up and turned me on and told me they cleared out the bad number that they could never get back on and all was well. The very next month my sons phone dies. Not damage just won't work. So yet again we go to the store.
They look at the phone say it's a defect and gave us a new one! I was thinking wow this time was easy, ya right think again! Instead of programming the new phone to my sons number they programmed the new phone to my daughters number so now No one has a phone again because my daughter had her phone with her and it was now off and my son had no phone because the new one had my daughter's number to it. Another 2 days of HELL before they get this fixed and each kid has a phone. They give me a credit for a partial month for the trouble.
Everything is smooth for 2 more months I was so happy thought it was over and rocky start was all. Then My daughter hated the phone because so many lost calls and poor reception in so many places. So when her boyfriend got her a phone on his plan (Verizon) which is what I have myself, she asked me to turn off the Metro phone for her. So I think easy, well I hoped.
But as usual, true to the way they have been up thus far they couldn't do this right either. They turned off all phones, including my son's. I went through 1000 phone calls only to hear I had 3 phone lines again. I was about to throw the phone out the window at this point. A manager I demanded to speak to did finally get it all sorted out and the correct number back on. They have all given me a different new price to pay each month so I do need to still visit the store to find out the correct one. The bottom line is, The phones have been off as much as on and I am paying for this.
The customer service is so unorganized, and has no idea what they are doing. The stores are not much better. Next month I assume a whole new issue will come about. I have Verizon and the contacts and the money is well worth it not to deal with this type of service. One more problem and I will just get a family plan and monitor my sons minutes with Verizon. I hope this company gets someone to train and organize them because it's just horrible. The stress and the rudeness and outright clueless people running this company and dealing with customers will never stay afloat this way. I actually dread each month when it's time to pay the bill.
I did figure out through all this If when you call the 888 number on the main website and the recording comes on, tell it you haven't signed up for MetroPcs yet and when it asks what you want to do, say something else at the end of her list, the recording will then say OK and ask you what you need to talk about say phone lines and it will just transfer you to a live person! However you may have a better conversation talking to the recording or the wall then a customer service rep!
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!!!
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.
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.
HOUSTON, TEXAS -- Too many times I got on the Damn Metro bus and some fool has his feet in the damn seat! One situation was the fool had his feet in the seat not caring about anybody (not his neighbor, not his neighborhood, not his community, not his city, not his state, not his country, not his continent, not his world), nor the public property!
Then a sexy lady (that looked good -as-she-wanted-to-look!) walks down the aisle of the Metro Bus and the fool with dusty boots on moves his damn feet and that bountifully blessed woman sat all that down in all that dirt with her beautiful dress on! "Damn!" The very next time a fool puts his feet in the seat he should be locked up or just put completely off the Metro Bus! Somebody please tell the drivers to put those fools off the Metro Bus!
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??