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!
CALIFORNIA -- We have worked as a contractor for MetroPCS in the Southern California market for over a year. Compared to other carriers, they are the most incompetent and disorganized group we have seen so far. Their upper management expects the contractors to absorb all costs for Metro's lack of thorough planning and organization. Job information is always incorrect and/or incomplete and the responsibility falls on the contractor to ultimately obtain accurate information for the scope of work. Of course, this is long after the bid process and after our costs are committed.
They threaten to kick us off the approved contractors list, even if we submit legitimate change orders for extra work not on the original bid walk or due to changes from their lack of preparation. The Project Managers are so stressed out and overworked that they are abusive, unprofessional, and afraid to approach their superiors to discuss any changes or problems with their sites. Their incompetence and denial of changes has cost us significantly.
To say we've been jerked around is putting it mildly. They should just get out of our way and let us work. We end up doing their job anyway. We can't complain to higher ups - we're just whining as far as they're concerned. We're expected to absorb $5-15K on some jobs and not complain. As long as the work gets done, they couldn't care less.
We've been promised change order approvals and after the work is done, they're denied. If we stop work to get something in writing or a PO adjusted for extra work, we're threatened. They'll commit in writing to approve changes and after the work is done, deny them. We simply can't believe anything we're told (or stated in writing) and they don't care as long as the "turn-on" date is met. The saddest part is, with a little planning from Metro, most of the changes could be avoided or addressed more affordably up front.
First quarter of 2007, without notice, they arbitrarily decided to change billing milestones for payment. We did not find out about this change until we inquired about several overdue invoices. In the meantime, they held up and delayed all current invoices - most for over 4 months and some for over 5 months! We were assured that because we "rode out" the transition of this new billing cycle that there would be plenty of work as they culled through their contractors to weed out the bad ones. Well, here we are in First Quarter of 2008 and now we find out their genius of a Manager has incorporated a program that randomly selects contractors and job walks.
After all this turmoil of the last year, we have to wait until a roll of the dice to see if we get any work and in what locations. This is ridiculously inefficient when the logistics of this business, especially in Southern California and with the cost of gas, are critical for execution. We have worked throughout Southern California for over 25 years and have a great reputation for being professional, honest, and responsible. We have the references to prove it. We're not saying we never make mistakes, but we own up to them and take responsibility for them. Metro never makes mistakes - they just point the finger and make everyone else responsible.
Needless to say, our relationship with Metro is short-lived because we cannot continue to work for them and hold up our ideals as a reputable contractor. Based on our experience as a vendor, we wouldn't subscribe to their service if it were free. Our only hope is that someone in corporate (they would not return our call to discuss this) reads this post and realizes that the group running Southern California is suffering from a cranial anal inversion. They may appear to be running efficiently, but there are plenty of skeletons and broken businesses resulting from their tactics.
After 25 years in this business, we can promise this is no way to build business partnerships or advocates for their cellular service. In a business where market share and customer service is everything, they might want to treat folks with a little more respect. Just ask Sprint.
My daughter was badly beaten by her husband and in another state. Her cell phone through MetroPCS was due on the 5th and had been turned off for non-payment. She requested I pay the bill so she could make the calls necessary to enter a woman's center in her home state. I agreed to do so. I called the 888 number given to me and tried in vain to get agent or operator assistance since I was not sure their recorded voice could comprehend that I was using my credit card to pay for my daughter's bill. I later found that the recorded voice was by far the most intelligent and most human person I would deal with at MetroPCS.
The recorded voice told me that my daughter owed a little over $51.00. I heard that twice and wrote it down twice. I then went ahead and paid the bill without any confirmation that even though my daughter's name is not on my credit card, the payment would still be accepted, because I could not get a live person and of course that is not a question the recorded voice was familiar with. The recorded voice then told me to allow two hours for service to be reinstated. My daughter tried to use her phone all night without the benefit of knowing that I had paid her bill.
The following morning she was able to borrow a phone to report she was OK and ask why I had not had her service reinstated. The police were searching for her husband to arrest him, they had not located him, and a "friend" cautioned her that he had purchased a gun and meant to carry out his threat to kill she and her family. I gave my daughter the confirmation number and Metro told her that the payment was $10.00 short. I agreed to pay it, no questions asked. I attempted to do so and was told that I had "exceeded my limit for attempted payments" and I could not pay the $10.00 allegedly owed.
I spent over two hours on the telephone being told by "Matrix" that they could not do anything about it but I could go into a MetroPCS in person and pay the bill. There is not a Metro PCS company within a 100 miles of where I live, and although I described the dilemma to them, explained and plead to no avail that my daughter's life was in danger and I was willing to pay the bill they told me to call Metro who had "blocked" the account. Another hour on the telephone with Metro who stated it was not them but Matrix who blocked the account and they could do nothing about it.
My suggestion that they call Matrix to tell them it was OK to take the $10.00 payment, was met with the claim they could not call out! I contacted a MetroPCS in Sacramento who claimed there was no way they could take my credit card over the telephone. In any event I was told to wait until 10:00 p.m. that night and I could then make a payment. No one could explain why such a system would exist but if you read the other complaints filed about Metro it makes sense.
If they give you wrong information and you are unable to pay your bill in full, they will charge you the same amount without having to provide the service because the service does not start when you pay. It starts from when you last paid even though you pay a month in advance. I was in tears. I begged them to call my credit card company, to verify my card was legitimate for a lousy $10.00. I told them I could not even contact my daughter to let her know why her phone did not go back on, to see if she was safe. They (all) ignored my pleas, and claimed there was nothing they could do. They claimed no one was in charge.
At 10:00 p.m. I called to make sure my credit card payment would be correctly applied this time. I waited on hold for 20 minutes. I explained the whole story to the woman who said what state are you in? I told her and she indicated she could not find my account. I told her because my daughter is in Texas. She told me she had to transfer me to Texas. When she asked "Can I help you with anything else this evening?" I said, “Yes, this is urgent, do I have to wait on hold again?
Her response was to say thank-you and put me on hold. After another 25 minutes of waiting, I hung up, called the 888 number again and made a $10.00 payment on my daughter's account. Thankfully, when I called her, she answered the telephone and she was safe, but also upset with Metro. I told many of them that if something happened to my daughter I hoped they could sleep at night. One woman said, “Why would you blame us for your daughter getting hurt?” Most of the staff was rude, they all claimed an inability to do anything and an unwillingness to try.
The woman in Sacramento said if she had entered the credit card and it did not go through she would have to pay the $10.00 herself. She could not answer about why she could not call my bank to verify the payment was good. I offered to send her a copy of the credit card by facsimile, a copy of my driver's license, a copy of my passport, have my bank call her. I was desperate and no one wanted to help. I suggest that no one ask MetroPCS or their staff to display humanness if there is another September 11th... Maybe they will loan the world their little recorded voice...
DALLAS TX 75115 -- Dear Metro PCS
I am appalled at the service and product I have received since switching my cell phone service to what I thought was a cheaper, better, more efficient cell phone service provider! Boy, have I been misguided, mislead, and terribly disappointed by your people, product and services. To expedite my story and complaint, I came to use your service around February 06. It is August 2007 and I have had to purchase 5 new phones because of defects in the 1st four. My latest purchase was made last week at your Duncanville, TX. Store in which I dealt with your customer service representative [name removed].
Notwithstanding, yes, I was upset as I have had to come here 5xs, not counting the times I went in to pay a bill, or the one time I made a purchase of a headset, which also never worked. Therefore I have been in there at least 15xs in the last year. 5 of those times were to purchase another phone that would later turn out to be defective for 10.81.
[name removed] was rude, nasty and her supervisor had to admonish her several times by telling her to just finish the transactions and to be quiet, of course [name removed] never shut up and continued to make snide comments to me. I told her my concerns and she stated to me. ““Well, if you do not like the service just go somewhere else. If you do not like the burger you buy, would you keep going to the same place to get it?” My return retort was simple, “ Look Mrs., I just want to make sure that this time, the phone I am purchasing will last longer than 3-5 mo or have there been problems with this phone as well? (I tried a different brand/type of phone this 5th time around) [name removed] stated in her usual nasty tone, “I am sure this one will have problems too”
I advised this woman that she had no business working in customer service or behind anyone's counter where a person has to come to her for help. She continued to talk down to me to the point that her boss once again advised her to be quiet, which she never did. Keep in mind, I have been to this store at least 15xs in the last year, and have observed many people coming into this location complaining about defective phones, and God help them if they have to deal with [name removed]. She is always nasty, condescending and rude. To top off everything, there is security in the building that only tells the customer if they disagree to never come back. What about the way me and those other customers are being treated that will force you to raise your voice?!!! After all, if the people behind the counter are talking loud to you, you as the customer have to raise your own voice just to be heard above the customer service person. To tell a customer that they cannot come back because they voiced a complaint to a customer service rep is wrong and has facilitated what I think is a sham of a business perputraded by Metro PCS.
Not only does Metro PCS have a problem with its product, it has a problem with its people, at least in the corporate Duncanville, TX. office that need addressing immediately!! I was not an irate customer, I was aggravated, I became irate after dealing with such nastiness and intolerance for a customer with a genuine problem. Needless to say, after the next mo or so, Metro PCS does not have to worry about me and the 50 friends I know who are all having problems with your defective phones all of different types, also 2 of these people have had to deal w/Mrs. Lacy in your Duncanville, TX. Corporate office and dropped their service already. You will be hearing from a few others with regard to your defective product. I am going to copy the Better Business Bureau as the ‘word' is already out on you, DO NOT BUY METRO PCS!!!!
Metro PCS while cheaper, is not better. You get the cheap service, cheap customer service (whether in person or on the phone at your 800 #) and cheap personal that you pay for. Cheap, in this case is exactly what you get and it is NOT Better!
SACRAMENTO, CALIFORNIA -- I was on a call when my battery started getting low. I had lost my charger so I went to a MetroPCS store to buy a new one. I handed my WORKING phone to a rep behind the counter. She went into a back room for several minutes, came back out with a charger and my phone, which now had a blinking red light and a frozen MetroPCS screen. I asked her if that was normal and she said yes so I bought the charger and went home. I plugged the charger in and tried to power it up. Nothing happened. Charged it for an hour and tried to power it up. Still the frozen screen. I went back to the store to complain and return the charger.
The same rep took my phone, went into the back room again and then came out and said it had water damage!! (It was working fine an hour and half ago when I walked into the store!!) I said that's ridiculous and asked her how she knew. Apparently, there's an indicator behind the battery that I've never even paid attention but it apparently proved that it had water damage. Impossible! I've never even dropped it in water. I asked for the supervisor. He was just as much an idiot as the rep so I asked for the higher up. He gave me the number of their regional manager. She said if I pay a discounted insurance fee of $85, I could get a new phone.
I wasn't about to pay anything because THEY broke my phone so I told her that was unacceptable. She then referred me back to the store manager this time. I made the mistake of coming in before the store manager got in and saw the same supervisor. I was told the manager wouldn't be in for 2 hrs. 2 hrs later I come back and he had been briefed by the supervisor and already had a biased view of the situation. I tell him what's going on, he goes into the "back room" comes back out and says "well not only does it have water damage but it also has physical damage" (true a few scratches).
BUT he said even the hinge was coming undone and started to pull on a piece that had ALWAYS been intact until then!! I told him "that was NOT like that before". "Oh, so now you're accusing me of going back there and breaking your phone?" Uh..yeah! "My supervisor had already told me about the damage to the phone (What is this?? A conspiracy against customers??) and because it's damaged you have no warranty." Needless to say, I didn't get any resolution from this moron except a name and number of a repair guy I should go see. I think I'd rather take my chances with a new network.
DON'T ever sign up with MetroPCS ! Their a shady company and will NEVER let the customer win. They'll come up with any excuse they can to prevent that. The small amount of money you save on their monthly plans won't make up for all the different ways they try to screw you. And what kind of businesses have a "back room" anyway? Only those who have something to hide. If you walk into any other wireless store, everything's done in an open environment. Don't switch to MetroPCS!
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.
CAMINO, CALIFORNIA -- After the T-Mobile/MetroPCS merger, the rates went up, and the coverage went down. I went from 4G and all bars for data and phone to 2G for data and ZERO bars for phone after the merger. How can coverage get worse when you merge? Isn't it supposed to get better? So, we have them for years without an issue and now we have to drop our company and go with a 2-year plan. What a disaster for us. I guess sometimes bigger isn't better.
N WEYMOUTH, MASSACHUSETTS -- Earlier this month, I drove my (legally blind) brother to the PCS Metro store on Bridge St, in N Weymouth, MA. His mission was to pay his monthly bill, and to buy himself a new phone. While he was being waited on by **, I browsed around. He paid his bill with cash, and paid $93 for a phone, which he put on his credit card. ** gave him two receipts, and we left.
On 11/14 his phone service was turned off. He returned to the store and was told that the service was shut off for non-payment. He told them he had a receipt for the payment. When he showed us his receipts, he had the credit card receipt and a duplicate credit card receipt for the phone. Nothing for the cash payment. When asked, ** said no payment was ever made. I don't think he realized that I watched it happen.
The manager says he must not have made a payment because the cash drawer was fine that day. Again I watched him make the payment, but that makes no difference. I am not surprised the cash draw balanced, I am sure the cash never saw the inside of the drawer. We called the corporate number. They didn't even pretend to be interested, and told us that it was between us and the franchisee, they wouldn't help.
The store further declined to take the phone back, which he couldn't use because he had no service. What happened to his $40 payment? You can draw your own conclusions, bearing in mind that ** took great pains to give a blind man two receipts for two transactions, but not for two separate transactions. There isn't anything more we can do about this, I am willing to let Karma take its course. It just makes it a little better to let you know what kind of company PCS Metro is and what type of people they employ. And to **, I hope you can sleep at night. Season's Greetings to all.
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.