I am extremely upset with an incident that happen at one of your independent stores in South Tampa. I have tried to resolve this with the store owner "Oz".
I plan to picket the store soon
My daughter has been a Metro customer for several years and has purchased several phones in that time. Her newest phone a Huawei Ascend which she bought on 04/'26/2011 and had service for 1 month. My daughter did not have a job and I refused to continue to pay for her phone service, so it was off for a few weeks. On Sunday, 06/19/2011 we went to the South Tampa Metro location on South Dale Mabry to turn her service on. I waited in the car for over an hour. She and the young man named Mohammad came out several times to tell me to come inside. I asked what the problem was. My daughter stated that Mohamed was trying to make an upgrade on her phone and the phone froze up and was now not working. Mohamed kept trying to do everything he could to get the phone working again. The store closes at 7pm. We were there for over 2 hours. It was almost 8pm when we were told to go to the home office store on Monday and they would give us another phone. The owner said that phone was on back order and he did not have any in the store. We have heard that story in the past anytime she had problems with a phone and what would end up happening was they would sell her another more expensive phone They gave my daughter a loaner phone and told us to return it when her phone was replaced, On Monday we went to the Store on Columbus Drive and Dale Mabry. We were in that store over 1 hour trying to explain that we were told to come here and the phone would be replaced. After we related the story of how the phone came to break we were told that would be a store problem. We insisted that they contact the store owner "Oz". While we were waiting my daughter contacted Mohammad and she told him that they did not want to take care of the problem, Mohammad said to go to the new store on Kennedy Blvd that had just opened because they had the phone there. In the meantime the customer service pulls up the account and in the account notes states that the phone was brought in not working and the phone was still under warranty. We told the customer service clerk that was not true. She was going to order the phone because it was under warranty but then wanted over $10.00 for something to order it. At that time I asked would this be new phone or a rebuilt phone. She stated it is a replacement phone. She spoke to the manager and the manger told her since the phone was under warranty they would do it. I advised I was not accepting a rebuilt phone when the phone was not broken by us, nor would I pay anything either and I reminded the customer service clerk that the store owner "Oz" was being deceptive in not wanting to take the hit for a replacement phone from his store and making up facts to place the burden on Metro to replace the phone at the corporate level as " under warranty". I refused the phone and advised I would be going to the Kennedy store to get our phone. We arrived at the Kennedy store much to the surprise of the owner "Oz". Who asked why we were there. As I explained the situation and that phone ordered from there are rebuilt phones, he stared to deny that fact. I advised I know these are replacement phones and I expected him to give me a new phone and being my history of this person not being truthful any phone I receive I would require a statement that this was a new phone and I had all intentions of have the serial numbers checked to see if this phone ever was assigned and out in circulation he again tells me he does not have that phone in his stores and they are on back order. I told him to order it and we would be back when they came it. He then calls someone with a Spanish name and put him on the phone with me. He states this is the manager for the independents. I spoke to this man who was as rude and as stupid as they come. He kept lying to me and taking about warranty. I kept explaining we were not going to except a rebuilt phone under those conditions. We were not the ones who broke the phone; we signed no release to have anyone do anything to the phone. We have now wasted 4 hours of my time and I was not going back to the home office store and get a rebuilt phone. He refused to give me a name or number for his supervisor. By this time I was really mad and upset, tired of losing money from being off of work, tired of being lied to and cheated. I stormed out of that store.
I called customer service and after 15 minutes and endless nonsense of recording being looped over and over, I don't how I finally got someone, who was no help, I insisted on speaking to a supervisor and spoke to someone name Michael who identified himself as a supervisor but would not give me a name or phone number of someone I could speak to, he said he did not have a phone number for the corporate office and only offered me a fax number and an address. I asked to speak to his supervisor, he stated there were in a meeting, I asked him to take down my number and have them contact me when the meeting was over, and he stated he did not know if anyone would be calling me back. I insisted on a call back from someone in charge. He just kept saying he was sorry. To date no one has contacted me.
The independent store needs to replace my daughters phone with a new phone and not a rebuilt phone. I also feel that your independent store owners should be more honest and stop tiring to con not only consumers but your own company.