Metro PCS Complaint - Metro PCS Customer Service & Online Service
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 Therefore, I can still retrieve my voicemail messages and the phone is obsolete for the thief.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.