MetroPCS Complaint - Customer No Service - cell phone
ORLANDO, FLORIDA -- Orlando, Florida October 19th, 2010
December of '09 - I purchased a phone and a plan from metroPCS.
The phone started to have speaker issues about four months into 2010.
I found out the phone would be replaced with another phone (a re-ferb) anytime within one year of purchase, but I have to travel
to the corporate office - a one hour round trip.
I have a metroPCS store very close to me. It seems...only the corporate office can exchange the phone.
You might think the store I purchased it from could do a little customer service for me.
Here's my point.
Yesterday I picked up my re-ferb and the salesman transferred my stored phone numbers from the old phone to the referb replacement phone, but he did not make it clear I would "loose" (not be able to transfer) my personal voice recordings from my old phone. That was never brought up.
I had 70 voice recordings stored on the old phone.
After spending about two hours waiting for the transaction of getting a replacement phone I left the store and went home.
Next day, to my dismay...the voice recordings were not on the phone.
I called the main number 800 something metro and to my dismay again it took almost two hours to get through to talk to someone. I kept getting so far through all the voice prompts and then I was disconnected over and over again. (I am sure Verizon is enjoying this post).
So I got in my car to venture to metroPCS corporate office (again) to see if there was anyway I could retrieve those 70 personal and very important voice recordings that were left on the old phone...so...
by the time I arrived at the corporate office and waited to talk to a
customer "no service" agent - low and behold I was connected to a live person on the phone (yes I still had been trying to get a hold of someone by phone) it was my turn to talk with someone at the counter and...
as luck would have it, I was finally connected to someone from metroPCS on the phone.
Now I know why there is a security guard at metroPCS.
I could see how tempers could flair.
Long story short they were very short with me and made quick work of my visit by telling me there is absolutely nothing that could be done about retrieving my 70 voice recordings and...I was talking to the manager of the office who's next step was to ask the security guard to show me the door because I kept asking questions like these...
1.) Where was the phone? (gone, she said, we sent it out last night)
2.) Where was it sent to?
3.) May I try to retrieve the phone? (we can't even get it back, she said)
3.) May I have the address and telephone number of the place where you sent my old phone, please? (no you can not, we are not allowed to give that information out, she said)
4.) May I have the serial number or ID of the phone? I know you have a record of that information, I saw the agent scan it yesterday.
So I started to talk to the agent from yesterday who scanned the phone and she said, "you don't have to talk with him, he has nothing to do with what you want, there is nothing we can do, you have to leave now."
When I ask for her name or employee # because I would like to lodge a complaint about the way I was treated, she refused to give me her name.
So let's review:
1.) Two hours of travel time, plus gas and wear & tear on my car
2.) Two hours total in the store wait time & service time
3.) Two hours of wait time and constantly recalling 800-metroPCS
Six hours of my time out of two work days - very, very frustrating.
Like I said, I know why they have a security guard on duty.
I think they may be the only phone store with a security guard on duty.
And boy, if I had a temper that guard would have earned his money today.
Yes, the phone service is cheap and yes there is... "customer no service"
Good Luck and may your experience be better than mine.
What we go through to save a buck.