MetroPCS Complaint - MetroPCS - deceitful, and borderline predatory practice
FLORIDA -- On Monday, November 23, 2009, at 11 AM, I went to a Metro PCS store in Spring Hill and purchased a cell phone (Samsung Code). This type of cell phone is what's considered a Smart Phone. It's a Windows Mobile phone. The cost of this phone (including taxes) was $319.93. After getting it home, I decided I didn't like the phone and was going to return it. Metro PCS's has what they call "Metro Promise" and it reads is as follows "You can return your phone within 30 days of purchase with less than one hour of talk time. No questions asked".
On Tuesday morning, November 24, 2009 at 11:30 AM, I walked into the very same store I bought the phone and said I wanted to return it. The sales representative at this store made a call informing someone I was returning the phone. She must have been asked to check on the call time. The sales representative did so, and it was discovered that the call time was 1 hour and 37 minutes of call time on the phone. My immediate response was "that's impossible", I hadn't made or received any calls on this phone! The sales representative then said I couldn't return the phone because of the call time. Again, I said that I had not made any calls or received any calls on this phone, and if the timer was at 1 hour and 37 minutes, then they must have sold me a used phone.
I returned home and looked at the timers on the phone. It was at this time that I noticed that the call timer did in fact read 1 hour and 37 minutes. However, 1 hour and 37 minutes were used up on Data calls. Which simply means that when I received this phone, I had to download Metro applications to this phone, such has Metro Mail, Metro Navigator, and a few others. And apparently when downloading these Metro applications, the phone dials a number to retrieve them!
I then called Metro's customer service and spoke to a gentleman and explained what was going on. I was told that the Data calls were not my fault, and that I should go back to the store where the phone was purchased for a refund. He also said if there was any problems, to have the sales representative call them. I did has he stated, and again, I was refused a refund even though I pointed out that it was Data calls, and not Talk time that was on the phone. I told her what customer service said, and she proceeded to call them. When she couldn't get through to customer service, the sales representative called 2 other people from this area. One of the people she called was Ron Pelletier (a service manager). He spoke with the sales rep, then wanted to speak with me. When I got on the phone with him, he stated that there would be NO refund on this phone because of the 1 hour and 37 minute call time. I informed Mr. Pelletier that it was Data calls, and Not talk time. I also reminded him that Metro PCS has a return policy that states less than 1 hour of Talk time, not Data time! His response was " I'm an attorney, and I'll interpret what the policy states"! After a heated exchange between Mr. Pelletier and I, he hung up. I then left the store and came home to file this complaint.
What I also found out during this experience is this. Not only is this store not a cooperate store (although disguised as one), no one (on paper, when you enter this store, or a sign) tells you that it's privately owned business. This is not only deceitful practice, but borderlines predatory practice as well!