MetroPCS Complaint - Limited by the 'unlimited' service...Unwilling to do the right thing.
GRAND RAPIDS AREA ( KENTWOOD ), MICHIGAN -- I purchased my Metro PCS phone at a registered dealer and paid my monthly bill. I was planning a trip to Grand Rapids from the east side of the state and checked in with the dealer form whom I purchased the phone. Yes, he said there is service thru Lansing and Grand Rapids. Wondering then why my phone did not work there. After visits to two metro PCS stores and then finally finding the corporate store where I had been assured they would help me with my problem. Upon entering and speaking w/ the reps there, I was told that the 'unlimited' service I had paid for was not available to my phone as the newly expanded network had towers using a bandwidth that was not compatible w/ my phone.
I was told the only options which were available to me were: A) purchase travel minutes - $0.19 cents a minute plus tax and fees...Or B) purchase a new phone that would work here and back where I had come from. I was not prepared to purchase a new phone...and paying the exorbitant per minute fee did not seem too customer friendly to me as my monthly fee was supposed to include unlimited minutes and unlimited access to their service network marked in purple on their map.
The limits were closing in and the reps acted like it was my problem.
The monthly bill had been paid ahead, the phone was a metro PCS phone purchased from a metro dealer: their equipment and their service and now I was expected to cheerfully pay more?...I left to check out options, but soon realized they 'had' me...I had to purchase the travel minutes at that high price...and I asked since this was not my issue would metro PCS give me some complimentary travel minutes to use in the next 24 hours...a reasonable request to a company that advertises with the slogan, " Unlimit yourself!" The answer was no.
I had been limited by their new technology and there was no help offered or available w/o paying more money...and $5.00 would not solve the problem...that would only last for the first phone call as there must be a $5.00 bal at the start of any phone call using travel minutes.
My opinion is that a company that does not have folks tethered to a 2 yr contract should be more accommodating and offer a solution that is makes the customer whole even if that requires a temporary 'patch' of sorts. This patch should make their advertising claims consistent and true. My trip was cut short and made unpleasant as I was not wanting to waste 3 hours searching for the stores and a solution to my (really their) problem. I should state that my phone was a bout 2 yrs old and I had recently purchased a new one, but the reception was better on the old one so went back to thatand was not looking to purchase another.
Companies need to empower their employees to do the right thing. Perhaps customers are a dime a dozen and you feel you do not need to care... It is expensive to obtain a customer. It is more economical to keep a customer. Customer good will is something to be treasured not stomped in the mud. This company has no integrity in my opinion and has joined ranks in subscribing to the greed culture we find prevalent in many American Corporations. Perhaps it would be good to remember we are all customers somewhere to someone...and we need to treat others as we would like to be treated. I have options, Page Plus, here I come...and I do not have to pay extra to use my phone in those areas...