Metro PCS CUSTOMER SERVICE AT ITS WORST! Roosevelt , New York

On 9/9/11 I went to this store - not the closest location to house but recommended by a close friend who uses them. The salesperson (only 1 in the store) could tell me little about the phones but I chose one that seemed reliable and the salesperson said it was a "great phone".  I needed a reliable good quality phone.  I have progressive Multiple Sclerosis, Insulin Dependent Diabetes and other medical problems.  I drive a specially adapted van and never know where my adventures will take me. A cell phone is not just "fun" to text friends but a LIFELINE in an emergency.

The same day that I got the phone the battery cover kept coming off it just would stay on.  I put a jelly-like cover to protect the phone & keep the cover in place but before I could install it the back got lost. Within a couple days of having the phone it seemed that the battery life was UNUSUALLY SHORT.  I was forever charging the battery.  Within a week of owning the phone a new problem developed (the charge when 100% would last about 3 to 4 hours) and if the phone went "dead" it could take 24 hours or more to get the phone back to 100% charge. During this time the phone COULD NOT be used it WOULD NOT come on. If I attempted to turn it on all I got was a photo of an battery showing how much charge was on the phone - even at 99% it would not turn on.

When I bought the phone the salesperson suggested METROGUARD a cell phone protection plan that she said would replace the phone in the event of any kind of damage, water, etc. It was cheap enough so I said YES.

The phone became my nemisis.  I would dial a number - sometimes the call would go thru sometimes it wouldn't. Sometimes I could complete my call before being disconnected sometimes I couldn't.  This IS NOT good when you are carrying a phone in the event of a MEDICAL EMERGENCY.  I could not use GOOGLE or any web apps because they took an UNUSUALLY LONG TIME TO CONNECT & MOST OFTEN BEFORE THEY CONNECTED - THE PHONE TURNED ITSELF OFF!

My friend who swore by this place kept encouraging me "take it back".  On 9/23 I took the phone with me on some errands & in 2 1/2 hours THE BATTERY WAS DEAD. I charged the phone for MORE THAN 48 HOURS before I could use it again.  The phone worked a little (when it wanted) but again on 9/25 IT DIED!  By this morning 9/28 I still COULD NOT turn the phone on I was getting the picture of the battery & though it said 100% charged the phone WOULD NOT turn on. So this afternoon OFF I WENT TO ROOSEVELT!

I went to the same salesperson who sold me the phone. She EVENTUALLY got the phone to turn on & it worked "a little" though the screen kept fading. I pulled out my paperwork (my account info (1 sheet), a list of web addresses (1 sheet) and another sheet outling available plans) EVERYTHING I WAS GIVEN WHEN I BOUGHT THE PHONE. I pointed out to the salesperson that I had METROGUARD.  This is when she produced a paper I never saw before. I was instructed to call a phone number. They would mail be another phone (5 to 7 business days), then within 7 days I would need to mail the broken phone (at my expense) along with a $30 check. I was blindsided. When I was sold METROGUARD every indication was that this an IN STORE REPLACEMENT POLICY. 

While I was having my "disagreement" with them another woman had bought a phone a 1/2 hour before her husband did not like it & she wanted to return it. The store receipt says that the phone is returnable if used for less than 1 hour talk or text time. The salesperson then pointed to a sign on the wall with print much larger than this saying she had to pay a 30% RESTOCKING FEE.  Getting nowhere with the store she called the police. THE POLICE WERE SURLY NASTY and NO HELP AT ALL!  One officer who appeared to be a Sergent went up to the 2 sales people while the other officer talked to us. I heard the Sergent say "THIS HAS TO STOP WE HAVE REAL EMERGENCIES YOU NEED TO BETTER INFORM YOUR CUSTOMERS BECAUSE WE CANNOT BE RUNNING OVER HERE EVERY 10 MINUTES TO SETTLE YOUR DISPUTES." 

The officers left I attempted to call my friend who recommended the store to me. I HAVE METRO PCS - SHE HAS METRO PCS it took OVER 25 MINUTES FOR THE CALL TO CONNECT.  I then attempted to call the METRO PCS CORPORATE OFFICE but when I did I received a message saying I DID NOT have enough minutes to complete the call. HOW IS THIS POSSIBLE WHEN I AM PAYING FOR AN UNLIMITED TEXT & CALL PLAN?

I spoke to my mom - spoke to other friends (intermittently as calls felt like connecting) - WHAT SHOULD I DO? It was now about 2:30 pm the salesperson instructed me to return to the store at 6 pm the manager would be in then. In the meantime the other customer that got ripped off returned. She went to a METRO PCS CORPORATE STORE (located at 427 Old Country Road - no phone listed) and was now back at the ROOSEVELT STORE for her REFUND WITHOUT THE RESTOCKING FEE.  She suggested I go there.

I DID go to that store there were several catergories of customer call numbers mine was 725.  For 1 HOUR NO ONE CALLED ANOTHER CUSTOMER.  The person who appeared to be the manager stood outside talking on his phone. 2 of the employees behind the counter were with customers - the 3rd sat on a stool staring into space. For the longest time the "700" numbers remained on 721 & 722.  I had closed my eyes for maybe 5 minutes & when I opened them the last customer beside me was leaving.  OK there are 3 employees, the manager & me I WILL GET HELP - RIGHT? NO the 2 men went into the backroom leaving only the woman there & she preceeded to call off endles numbers from a variety of different categories - remind you I WAS THE ONLY CUSTOMER IN THE STORE.

FINALLY 1 of the men came out of the back & called my number. He said he saw nothing wrong with the phone. I reported to him all the problems I was having. He said he COULD send the phone away (up to 2 weeks) for replacement or repair but this WOULD NOT resolve all of my problems. He claimed that the CONNECTION PROBLEMS I was experiencing, dropped calls, the phone going off were ENTIRELY DUE TO THE FACT THAT I HAD NOT SYNCED MY GMAIL ACCOUNT WITH THE PHONE! WHAT????

I asked him where in the instruction manuals this was written & I was told that it wasn't.  I said that the salesperson that sold me the phone never said anything about this.  His response: "EVERYONE KNOWS BEFORE AND AFTER YOU BUY A CELL PHONE THAT YOU DO A COMPLETE INTERNET SEARCH ON THE PHONE TO FIGURE OUT THE IDIOCYNCRACIES AND QUIRKS!"  At that point I LOST IT!  All my years of owning cell phones I NEVER HEARD OF ANYTHING LIKE THIS - you go to a store a salesperson helps you pick out a suitable phone - gives you BASIC INSTRUCTION and you figure out the rest from the manual. At this point between the Roosevelt Store, the waiting and the time for this man to do his evaluation and assessment I WAS DEALING WITH THIS PHONE ISSUE FOR A SOLID 5 HOURS! When I left the store I WAS VERY, VERY ANGRY TO SAY THE LEAST.  I called mom to let her know what happened then my friend to let her know what happened. When finished with these 2 calls I took the cell phone, the charger, all the paperwork & put it in the garbage in my car. I spent OVER $170 on the phone, METROGUARD & first months service but I HAVE HAD ENOUGH - IT IS IN THE GARBAGE WHERE IT BELONGS! When I am billed or contacted about paying my bill on 10/8/11 they will have a better chance of getting blood from a stone than getting more money from me. At least for now (though not safe) I WILL BE WITHOUT A PHONE.  I have other financial priorites right now & after this rip off it will take me a while to recover.