MetroPCS Consumer Reviews - Page 5

FULLERTON -- To future customers do not get this service. They are horrible. Their customers service is horrible. They don't care what you have to say. They charge you $2.99 over the counter in the store or online or to use their kiosk to pay a bill. It's called a convenience fee, convenience to whom surely not to me. Their one flat fee isn't really one flat fee. My bill is 50 bucks plus an 8 dollar electronics tax or some other IDK.

And on top of it I recently used their kiosk to pay a bill and they didn't have a out of order sign so I used it. When it was doing the transaction before it could complete it said it couldn't process the transaction so I was like "okay that's fine." It's done that before but it's never actually took my money... yes it took 100 dollars from my account.

When I look the next day it said it was pending so I waited until the following day to see if it would go through. It didn't. I called my bank. They set up a claim to help me get my money back because it did go through on their end and they advised me to call them to see if it did go through cause every other time I called Metro they said my payment wasn't there. So I called told them "what happened?" But of course they didn't understand or didn't care what I said. They kept asking me for a confirmation code (I'm not going to get a confirmation code if it doesn't go through).

Anyway they didn't know what to do so they transferred me around five different times til one person said "show proof and you will be fine by faxing in your bank statement." So I did but they still cut off my phone and now I'm without a phone cause they can't give me the month free even though I showed them I paid it. That's ridiculous. It's not my fault your machine didn't work and they still said they couldn't just give me credit. Ridiculous. I'm so switching to a different comp soon.

PLEASANT HILL, CALIFORNIA -- My mom went into Getro PCS today and she tried to return a phone that she bought for my nephew for X-mas, well my nephew stated the phone shuts of automatically after a while of having it on. Well, it sounds to me there's a deficiency problem with the phone that was purchased. Well, I guess they wouldn't assist my mom. My sis and I ended up going there during my lunch break and I am telling you they were so rude.

They told my mom because of the talk time they were not able to return the phone. So this became a heated argument between the Manager and the co-workers of Getro PCS. Now I know why they are called Getro because everybody in there are ghetto as hell. After this going back and forth they ended up calling the cops because my sister was mad because they wouldn't even look at the phone and when they did, it was for a brief second... Not enough time to troubleshoot the problem. This was a real heated issue I'm telling you.

They kept saying we have to see the problem but the problem doesn't occur right then and there, it may be after an hour or so and we were not about to sit in there all day for them to treat us like crap. I have never seen such bad customer service in my whole entire life, not only do they rip people off but they hate on their customers / clients. They do not work with the clients: They're motto is - customers are wrong and will always be wrong.

That's why my service is with Cingular / AT&T and has been for the past 10 years. Never am I switching over regardless of how cheap other phone companies are. If you want hassle free and great customer service, shop @ AT&T... Do not go to Metro PCS... They are awful & they have ghetto customer service and the management team will get in your face and yell at you like there's no tomorrow. This is crazy, I hope Metro PCS goes down...

KISSIMMEE, FLORIDA -- My credit card was lost so I forgot to call Metro to remind them. I then received a text message letting me know that. I immediately call their customer service and ask them to take a payment even though it wasn't due yet, then leave the card for my continuing AutoBill. 5 days later my phone (my only phone) got caught off. I borrowed my neighbor's phone and called the 888 number but no live person. I then called the local branch in Kissimmee, FL. They told me they were busy and put the phone down to assist another customer that was in the store.

After a long period waiting for them, they hang up the phone. I call 15 times subsequently and each time the phone rang until it transferred me to the voicemail. By that time I was furious because all I wanted was for them to take their payment on my cc on file and re-activate my phone, but that did not get done. I was extremely furious that I had to inconvenience myself and go to the store. I ask them to wave the month or cancel my account with a full refund of my $300 cell phone and accessories I bought a couple of weeks earlier.

They gave me the runaround, make me speak to their CSR on the phone, which were equally useless and sent me to a so-call local corporate store they had. I went there and same crap. I left my $300 phone with them and left the store.

In 15 years I never had any problem with my phone disconnected and I could have gotten service anywhere I want but I chose them because of the unlimited everything and no contract. I regretted it, I am going to transfer my service to a better company...and they will one way or another refund me my money, even if I pay 10 times the amount to pay a lawyer that will take my case or go to the authorities. Pissed off customer.

ST. PETERSBURG, FLORIDA -- $50 for my line + $35 for son's line + $8 for insurance for both phones = $93 + taxes & fees = ?
$129.20?? What? I logged online and here's what I found. Under ADDITIONAL FEATURES for my line: METROGUARD at $4 a month. OK. It's insurance. UNLIMITED DA at $2 a month. I found later it's Directory Assistance. I didn't sign up for this. My phone and plan has web service. I don't need it.

Under ADDITIONAL FEATURES for my son's line: SCREEN IT at $2 a month, METROGUARD at $4 a month,
REAL TONE MUSIC BUNDLE at $5 a month, UNLIMITED DA at $2 a month, METRO BACKUP at $1 a month. That's $10 extra plus tax.

09/30/2009 I call customer service and got to talk to a live person. By the way, it's voice menu which you have to speak what you want for their phone system to direct you to the right person. When I told Brenda who answered my call she said, "Well, your son might had call it in". I said, "No, my son wouldn't do that. Besides, I'm the authorized owner."

By the way, I was asked for a code when I called in. The code which my son doesn't know. She said, "Well, maybe he went to the store and ask for it." I said, "No, it's a very long walk. And he doesn't drive. By the way, if you wonder how I would know where my son is all the times, my bf was laid off so he's at home all the time keeping an eye on my son for me".

So Brenda took all the services off for me BUT said she can't refund me for what was charged. Well, heck, I'm glad I didn't trust Metro and checked my billing online now, and not 5 months down the road. Then Brenda asked, "How did you reach me?" I said, "I call the # on the website?" She said, "Do you know what that # is because I'm in the account set up area, not customer service". I said, "No, I clicked away from the site and don't know what it was. I used the office phone line so it doesn't keep track of # that you entered." She said, "OK. Let me give you the # 888-863-8768".

I searched online again and guess what I found? https://www.metropcs.com/about/contactus.aspx
Customer Service. Dial *611 from your MetroPCS phone or 1.888.8metro8 (1.888.863.8768). Remember: their system is voice activated. During her removing the ADDITIONAL FEATURES that I didn't sign up for. She said, "You could visit the dealer and have this taken care of." I wonder if she ever visited one herself.

I bought my Blackberry from an authorized dealer, and my son's Motorola from the corporate store. They're equally bad as far as everything is concerned. Even if you're there when they're first opened, you still have to wait 15 min. to an hour, at best.

FLORIDA -- I chose Metro because I did not want to get into a contract with other phone companies. I purchased the ZTE C79 for the feature of being able to play music. The second day I had the phone I had to take it back to the store because it would not charge all the time, only sometimes. I was given a new charger, which is good. But that was not the problem. I still had the problem of charging only sometimes. I called the store I got it from and told them about it and was told that since I had over 60 minutes of use I had to take it to the corporate store clear on the other side of town.

Was told to look on my receipt and see that it says I could not bring it back there. Which I read off the receipt that I had 30 days to bring back to the store. However after getting frustrated with getting nowhere with the store I bought it from, went to the corporate store. Which by the way has a security guard at the door. After dealing with these people I understand why. I get to the counter, explain to the person (which by the way I can hardly understand because of his foreign accent) that I needed to just exchange the phone. He said he had to check out why I wanted to.

So he plugs it in and of course it shows charging at that time. I tell him it charges only sometimes. He said he could find no problem with the phone so he would not do an exchange. I have had the phone less than 30 days so I said "Well then, I want my money back." He tells me that I have to take it to the store I bought it from. Then I told him what the person at the store said about not bringing it back there. So basically I was told that since I had more than 60 minutes talk time I could not get a refund or an exchange on a phone that was less than 30 days old.

After getting upset I demanded to talk to a supervisor which was with another customer taking their time to get through the service. Finally get to the supervisor, tell him all that I have been through, explain I want my money back or a new phone for exchange and after him playing around with the phone just like the other salesperson did he finally gets me another phone. Then explains to me that the other salesperson was only doing their job. Now I have a replaced phone but cannot get the software needed to download onto the computer to transfer music. This phone and company is such a rip off.

PHILADELPHIA, PENNSYLVANIA -- On April 9, 2009 I purchased a cell phone from Metro. From day one I had nothing but problems. I could not hear the person I had called and vice versa. (Constant dropped calls!) I called customer service at least 8 times. They finally told me to take the phone back to the place I purchased it. They were very rude and laughed at me and said they would not give me a new phone. They send me to their customer care store. They would not even listen to me, they told me to take the phone back were I got it and they would replace it. I got the same information from their customer care.

The phone was $99.00 and there is insurance but their insurance company wants me to pay $50 to replace the phone. I traded in a 2 month old razor which they refused to give back. I paid $60.60 for next month's bill which I stopped payment on. I am a 43 year old woman who suffers from bi-polar, ADHD and severe chronic anxiety. My father is a prominent attorney and is going to sue them for unfair trade practices. He talked to them and gave them a chance to replace the phone or it will be put into suit. They just laughed. The store is at 1105 Market St., Phila, PA. They have treated me with no respect and are unwilling to resolve this by just replacing the phone.

I could not take the phone in sooner because I have been very sick and in and out of the hospital. Every time I called customer service they said they would take care of the problem which they did not. I feel extremely violated and taken advantage of. Is there anyone else out there that has had problems with Metro PCS?

WEST PALM BEACH, FLORIDA -- My problems started the day I signed up. I went to one location with a used phone and was overcharged $20.00 for connection. I did not realize this actually until I went to use my phone about 20 minutes after I left and had no service. I called the Customer Service line and the representative told me I was overcharged and promised to deduct it from my first bill.

Well my phone was working and I thought everything was fine. A week later I got a message that my phone was going to be turned off if I did not make a payment. So I called and spoke to a girl who told me I did not pay the activation fee. Well I thought this girl was just not very bright and asked for a manager and the manager told me the same thing.

I tried to talk a little common sense into her, explaining that if I did not pay an activation fee then obviously I would not have service. I told her to just read the notes on the account from the last time I called and she would understand the situation - they owed me money, I owed nothing. This manager actually told me that they do not read the notes to handle customer issues, I could not believe the ignorance of these people.

I explained I have worked in call centers and the whole point of notes is to assisted the employees in assisting customers with issues. Well she finally "waived" the activation fee acting as if she was doing me a favor, I never got back the $20.00 they owe me. For the next two months I spent going back and forth with Customer Service because my calls were constantly being dropped and my internet was constantly going out.

No one ever corrected these issues, they did continuously assure me that everything was being taken care of. After two months of customer service hell I stopped calling, spent another two months my no internet service although I was paying for it, then I threw the phone in the trash and went to Boost Mobile.

I have been so much happier since, I never have dropped calls and my internet never goes out. I tell everyone I know about my problems with Metro, no one should go through so much hell just to have a cell phone, it is absolutely ridiculous.

I had two lines and decided that I wanted to disconnect one of the lines. I went to one of the authorized dealers and explained that to the representative. The representative told me the balance that I had to pay for the one line that I wanted to keep would be 37.91, and I paid it.

A day later the line that I wanted to keep was also disconnected so I gave a call to the "call center". The agent that I spoke with then explained to me that the reason the line had been disconnected because I owed an additional 8.00 dollars and once that payment is made they would restore my service. Like an idiot I did, called them back, the second person that I spoke with told me, "No, you would actually have to pay an additional 5.00 to have the service restored" and again I paid the 5.00.

Now must I say that every time that I make these payments there is a 3.00 convenience fee. The third time I called I was given another figure that I had to pay and that representative was unable to tell me why. I do admit I became quite frustrated because at this point I starting to think this is their way of getting additional funds especially during these harsh economic times. The representatives that I spoke with could not add and subtract, one of them tried to convince me that 5 plus 8 is 11.

This was by far the most horrible experience I have ever had in my life. Finally after calling the fourth time I was able to speak with someone that was able to help me, and it turned out I had actually over paid them, reducing the cost of my next bill. Tried to contact the corporate office to no avail. I just hope that when the economy gets so bad and it will their asses go out of business. And a few words of advice- make sure the people you hire can do simple mathematics, and not try to cheat the customers!

EL MONTE, CALIFORNIA -- The ads read "unlimit yourself" and "permission to speak freely" - but that has NOT been our experience. We've owned and used mobile phones for many years and have used both cellular and PCS services. MetroPCS knowingly offers service that is sub-standard in order to sell expensive hardware (handsets and accessories) needed to access their network.

They SAY you can try out their service free for one month, when in fact, you have less than one hour (including incoming and outgoing calls billed in unknown increments) to evaluate their service. If their service were standard, 60 minutes of talk time might be enough to determine if MetroPCS is worth the low-cost of service. Unfortunately, MetroPCS service is so poor that calls are dropped constantly and need to be repeated many times just to have a simple conversation.

They SAY you can talk freely, but what they don't tell you is that once the all-too brief evaluation period ends, you are locked into being billed for services that in many cases do not exist; they will not refund the price paid for handsets or accessories.

They SAY they provide "the freedom to enjoy flexible wireless calling" when in fact sound quality is horrendous and service is non-existent in many major cities. (We were without service south of San Juan Capistrano to San Diego and east from Upland, north to Las Vegas.) This is a HUGE liability when traveling and certainly limits one's ability to communicate with anyone, much less handle any emergencies.

They SAY they provide "truly unlimited local and long-distance service" - but that assumes you actually have access to their network. When, after only 6 frustrating days of dropped calls, no service, and poor sound quality, we attempted to return our phones and accessories and were told that we'd gone over the 60-minute limit. When we insisted this was never explained, the manager of the El Monte CA store ** refused to listen to us. When we politely asked for his contact information and that of his manager, he asked security to escort us out of the store.

We feel that MetroPCS advertising is mis-leading at best. They lure customers into buying mobile phones that cannot be used and do not stand behind their promises. We now have over 500.00 of useless hardware and feel we were ripped off! We would be willing to join a class action suit against MetroPCS.

DALLAS, TEXAS -- Currently MetroPCS is my only phone. I'm not necessarily unhappy with the actually service or phone, but their customer service capabilities and attitude are horrendous. Because the free month they start you with is always the $45 plan with all the bells and whistles, I made sure to change my plan prior to my first payment to the $40 plan with NO extras. After making the change, I was told that my monthly bill would be $48.30. Okay... I paid it and all seemed well. Now my second payment is supposedly $49.21, so I called to find out why there was an extra $.91 on the bill.

Here's a tip when calling that frustrating recorded 'help' line: choose the option 'manage my account' then say 'something else' when they ask you to state an option. Mind you, you'll be on hold for an eternity but it should get you to an agent. After figuring that out, I got some very rude gentleman (and I use that term loosely) who kept telling me that I had a leftover balance from the month before and said he 'thought' it might be due to end of the year taxes..? That's the equivalent of saying 'I have no idea and will just make up any excuse to explain what I don't know'.

I will try obtaining my account number... something they don't give you when you first sign up... tomorrow and viewing my bill online myself. I haven't yet looked closely, but I suspect there might be a charge for that. Sigh. I've never done business with anyone who won't provide at least an online bill for your convenience, but I've also never done business with a company who makes it so difficult to talk to customer service either. Just remember people, there is a HUGE difference between inexpensive and cheap. This company is just cheap. Management is invisible, customer service is incompetent and you really do get what you pay for.