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Metro Pcs Corporate Store Support Ticket - Dallas TX and Deerfield Beach FL, Florida - WORST IN SERVICE

Metro Pcs Corporate Store Support Ticket - Dallas TX and Deerfield Beach FL, Florida

WORST IN SERVICE - customer service

Created By: jdelanjo's Picture jdelanjo Last Reply: jdelanjo's Picture jdelanjo
Priority Level: [High] Status: [Open]
Created: 4 years ago Last Updated: 4 years ago
Department: N/A Replies: 0
Product: customer service

This list is growing every minute.
#1: Corporate store agents are condensending, rude, unhelpful, and feel they are above even their own counterparts in customer service department.
#2: Customer service/sales agents provide inaccurate information and empty promises.
#3: There is NO consistency between the "Corporate Store" and customer service.
#4: Systems issues with ordering online are a hassle.

First, I have 4 lines of service under an older 4 for $100 plan. Several months ago, I needed to replace one of the handsets. MetroPCS no longer carried CDMA feature phones. Cust service said no problem swapping with a GSM non-smart phone. Corporate store said can't be done - very dismissive. Ordered phone thru MetroPCS and when arrived, I called to activate - told can't be done! Luckily, prior notes supported my claim that I was told it could be done and issue was resolved.

I wanted to upgrade all 4 phones to 4g phones and had been watching pricing on website - they dropped with "instant discounts" at first, as of 10/24/14 they instead provided $50 rebate for online orders. Called cust svc and was assured that I could buy the phones and easily transfer my current older 4 for $100 to the newer system 4 for $100. I tried to order 4 phones on website - making 2 attempts of which both failed. Called cust service/sales. Explained issue. They tried and failed. Then set up 2 orders of 2 - of which the next day one was rejected. Had to call them the next day and place another order - of which had to provide complete different name, address, phone, email, etc. HASSLE!

Website states today that most of the phones they have rebate for are unavailable online and to go to stores.

I printed out the rebate form yesterday and discovered that the rebate is only good for orders placed ONLINE. Called the rebate center folks and was told by the first rep that the rebate could be used for phones bought online, phone or at the store. Called back - another rep said only good with online. Asked for supervisor who confirmed the same. Then called the order status phone # and told that rebate good for online and by phone. We're talking $200 here and NO ONE has given me any hope. Decided to likely return the 4 phones unused as cannot afford to take a $200 loss.

Called the Ft Laud Corporate Store - such "nice and friendly" people there too. Asked if they had the phones I wanted and pricing. DISCOVERED THAT PRICING DID NOT INCLUDE ANY REBATE AS THE FULL "INSTANT DISCOUNT" WAS BEING PROVIDED AT THE STORES! After several calls, I found the Deerfield Beach Corporate Store had them in stock. Upon arrival, my father and I were met with a not so friendly white male, "greeter". Told him I was there to purchase 4 phones, activate them, and move to the "newer" 4 for $100. Rude he was. Said could not do that. Would need to move all to $40 plan OR shut down 3 lines for 3 days and then sign up - of course that can't happen as "Corporate Stores" REQUIRE activation of phone on site. He discussed with a black female who "as a matter of factly" repeated the male agent. I explained what cust service had said and both agents were dismissive.

I left the store and called cust svc. Female agent was dostracted and difficult to communicate with having repeated myself of the situation several times. She assured me that this could be done. I asked for supervisor and after holding for 10 minutes, agent then said she wanted to speak to store rep. Walked into store and as I began to present my phone to the male agent, he put up his hand and said, "we don't talk to them....they're customer service....we are a corporate store". Another younger white male then abruptly and rudely in a raised tone said that it didn't matter was cust svc said. His manager said it could not be done, so if I wanted the phones I would have to do what they said. Otherwise, go somewhere else. I WAS BEYOND ANGRY.

So here I am now with 4 phones I will likely return, HOURS of time spent trying to order them, inconsistent information provided between fellow employees, corporate store "higher than thou" attitudes, rudeness, and the WORST in SERVICE I have experienced in a very very long time.


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