• Report: #695803

Complaint Review: Metro PCS

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  • Submitted: Tue, February 15, 2011
  • Updated: Sat, April 16, 2011

  • Reported By: Sylvia Baizas — San Jose California United States of America
Metro PCS
1041 E Capitol Expressway San Jose, California United States of America

Metro PCS Did not comply with 30 day store warranty San Jose, California

*UPDATE Employee: Metro Promise

*Consumer Comment: Metro PCS 30 day warrantgy

*Consumer Comment: Your wrong...

*Consumer Comment: Warranties Don't Cover User Error

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On January 4,2011, I purchased a metro touch screen cell phone.  Two weeks later on January 18th the the phone went completely blank so then I returned it and replaced it with a similar phone.  Yesterday, I returned to the Metro Pcs store and explained to the agent that the phone was not longer working and that part of the screen was blotted out.  The agent claimed that I had somehow sat on it or that I pressed too hard on the touch screen.  He stressed that this caused the breakage on the inside of the phone.  I explained to the agent that that was not possible.  I bought a case for the phone and a scratch resistant shield for the phone to protect it as much as possible.  The phone has no markings or scratches that suggest that I caused it's malfunction.   I dissagree with the agent and request that as a consumer I be treated fairly.  The agreement that I signed clearly states that I have 30 days to try the phone.  I feel that Metro Pcs has robbed me of my money and are not a reliable store.  All I ask is that this report be considered on the basis of it's merit.   I have been a Metro customer for about three  years now and was happy with their service.  Thank you for your time.

Sylvia B   

This report was posted on Ripoff Report on 02/15/2011 06:47 PM and is a permanent record located here: http://www.ripoffreport.com/r/Metro-PCS/San-Jose-California-95121/Metro-PCS-Did-not-comply-with-30-day-store-warranty-San-Jose-California-695803. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Metro Promise

AUTHOR: jayneedoe - (United States of America)

The Metro Promise is clearly stated in the stores and on the website.  It reads as follows and is directly quoted from the corporate website:  Metro Promise
MetroPCS customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked.*
Rules:

The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund.
The phone must be returned in like new condition and contain all original packaging and accessories.
The phone must be returned to the original place of purchase with accompanying phone and service payment receipts.
Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging.
Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable. *This return policy only applies to new equipment purchased from MetroPCS, its authorized dealers and metropcs.com. This return policy only applies to monthly service fees paid at MetroPCS and its authorized dealer locations, and excludes monthly service fees paid when handset is purchased on metropcs.com. Application download fees and funds in MetroConnect accounts are non-refundable. Purchases made at National Retail locations are governed by National Retailer return policies. Metro Promise not applicable when handset and service not purchased at same location. New handset purchases, including handset upgrades, may be covered by a limited manufacturer's warranty.
Warranty Options
*This return policy applies to monthly services fees and the purchase of new equipment from MetroPCS, metropcs.com and its authorized dealers. Application download fees and funds in MetroConnect accounts are non-refundable. Purchases made at National Retail locations are governed by National Retailer return policies. Metro Promise not applicable when phone and service not purchased at same location. Here is the link if you need any further assistance understanding the policy:  http://www.metropcs.com/customer_support/metropromise.aspx
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#2 Consumer Comment

Metro PCS 30 day warrantgy

AUTHOR: topenddave - (United States of America)

I absolutely am NOT a fan of Metro PCS, but I could not help but notice that the lady was complaining that metro would not honor the 30 day no questions asked warranty. Uh mam, your 30 days were up on February 3rd, near5ly two weeks ago. What part of 30 days do you not understand ?
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#3 Consumer Comment

Your wrong...

AUTHOR: Robert - (U.S.A.)

 I dissagree with the agent and request that as a consumer I be treated fairly
-
You can disagree all you want with the agent, but from what you described it is not only possible but probable that you caused the damage.

The "blotting" is caused by the LCD crystals breaking.  If you press too hard or sit on it these can break with NO evidence of any external damage.  So having a case and scratch resistant shieldd has no protection for this situation.

Now, in daily use the phone mfg has a decent thickness of the glass(screen) that would minimize the chances.  But some cheaper phones skimp on this making the chance of this damage more likely.   You may want to take it up with the manufacturer, but most likely they will call it abuse as well and deny any claims.
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#4 Consumer Comment

Warranties Don't Cover User Error

AUTHOR: Jacob - (USA)

It sounds like you are describing something like this:

http://www.instructables.com/image/F99Q9FOFZ8J3NLO/Sony-Cybershot-DSC-W50-LCD-Replacement.jpg

...and if so, then they are right. You broke it.
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