Metro PCS Extremely inefficient customer support ripoff Nationwide

Hello being i work in one of the call centers (i think theres 9 total now) i can tell you it isnt the fault of the agents you have been speaking with. with TTG (or text talk global) we have a limited number of trouble shooting steps. most of which noen of us know or understand what they do.

Step 1 make sure you have the feature

Step 2 (usualy same call) check the switch (think back to the oldd ays where the operater had to answer, then connect you to the person by taking 1 plug and plugging into another... except automated) to make sure you are provisoned (that its showing activated)

now step 3 has changed a bit. we used to jsut Refresh it (i dont know exacly what that means but i like to think of it as turning it off and back on) but they decided it was unessiary to do that if you are provisoned.

so now if provisoned for the feature all we can / allowed to do is creat a trouble ticket BUT we ourselfs can not do it on our own we basicly put your account number, phone number, and problem on a piece of paper and give it to a supervisor. at that point of time they are to submit it to a "tech support group" that we dont even have a # too... they ahve to email it.

weather the sup remembers to submit it or not is where im sure you have had problems. we have no way of checking the status of them so we (agents) never know if it was or not so if its been 3 buisness days all we can tell you is that we can try to create another or for you to go to a metropcs corperate store...

now lets say for example you were not provisoned for the feature yet you were paying for it. that bring up step 4

step 4 refresh switch (the end, try again in 5 min, if problem countinues call us back)

step 5 delete switch, re add it, refresh it (once again the end see above)

if those dont work you go to waht step 3 was... create a trouble ticket.... now as i ahve noticed our call center in mexico doesnt seem to know how to trouble shoot at all... the ONLY thing i ahve ever seen them do according to notes on accounts is step 5... nothing else... i will see them do it 6 times in a row before the customer gets a diffrent call center... if it didnt work the 1st time i dont think its going to work the other 5 times.... i hate that call center with a passion

so theres your bit of inside info we are very limited on waht we can do.... hopefuly the new tchnology we are supposed to be getting (currently your account is in a dos based system... yeah i know sooooooooo... 80s lol) over the next year will improve that but i doubt it going by new system we have right now... bio metrics :) new tech stuff we ahve top sue fingerprint to log on to our piece of junk computers.... trust me... its junk... prev system where we just typed in a login and pas much easier.... not to mention that system we had a phone... now we just ahve a head set, keyboard, moinitor, mouse and a computer.... not even a real one... they're all linked to a server so if one goes down they all go down... real smart huh? but thats not mpcs' fault thats the call centers new idea.

anyways im sorry your having such a big problem but hionestly there's not much we can do... if you want to complain best advice i can advise is to write a letter to mpcs corp... address is located on website (metropcs.com)

i honestly wouldnt get metropocs even if it was availble where i live, im happy with verizon even if it cost 2x as much... worth it to not have to deal with the problems... i could write a book twice as long as a harry potter book with all the reason NOT to get metro... it takes about 1 of those yellow stickies to write down all the reasons to get it.

I have Metro PCS, and I don't use that text mssg. svc. so I can't help you there. BUT I recently had a problem with Cingular, with a bill for a phone that was stolen, and ran up to $700. I called them several times and went round and round, with every cust. svc. agent telling me there was nothing they could do. Finally I called, and when the agent answered I demanded to speak with a supervisor.

Try this, because supervisors are the ones with the power to help you, and not the agents. I think the agents are trained to just get you off the phone as quickly as possible.

I would also demand that they refund the monies you have paid so far for the service that is unavailable for you right now. Don't get off the phone with them until you are satisfied. As a last resort, you might even threaten to cancel your service, as usually these companies will do anything to keep you as a customer.

Don't put up with the runaround! Fight for what you deserve! Good luck to you.