Metro is the worst business model ever. Their store sold me a phone and while setting it up kicked everyone out and locked the doors and took a 15 min break. They told me if the phone didn't work for any reason. Bring it back and they will exchange it. So of course the phone was faulty. They knew that. It won't charge. Takes an hr to get 2%. It never gets past 4%. I have gone into the store 4 times. They will not honor their word. They sold me 2 cords at 30 a piece and the last time I went in she plugged it in and said I had to go thru insurance. She dropped my phone and now there was a scratch. I left and sat in my car charging it for almost 2 hrs b4 i could boot it up and contact metro corp. The rep had me 3 way the store where they proceeded to play games and hanging up on us 3 times. So he asked me to walk in so I did. The store rep looks at me and immediately says I can't help u I'm on break. I will decide if I help u. I replied OK as I held the phone towards her and said metro is on tbe phone for u. Then she dropped the phone. Needless ro say they didn't exchange it. So today we start all over again. Have been on the phone being jacked around from 9am to 530pm. It hasn't stopped. The corporate office wants me to contact Samsung for a warranty replacement which leaves me wo a phone for days and ultimately they do not replace the phone. They repare the manufacturers defect. So that means the phone will always have issues. So back to metro Corp. Next solution was filing an insurance claim according to then. I do not feel that is an option bit metro did so they transfered me to the insurance company who told me my deductible was 65 and I would have ro send my phone in and then they send my out. I don't know about u but I have a phone because I use it. It's a necessity in life. So for me having no phone for a week is not at all an option. However it's irrelevant. The insurance company won't cover a phone under the 1st 30 days. The store is responsible. Strike 3. So for the last 5 hrs I have been jacked around by corporate. One supervisor informed me that it's not 30 days it's 14. Days. Well that's funny bc no store knows that amd it to was irrelevant anyhow bc I was in 2 times b4 the 14th day and again the extremely rude store isn't doing their job and refuses to. So at the end of the day the store does not have to honor their word or pcs commitment and won't. They expect u to purchase a new phone at ur expense or drive it to a metro warrantee repair shop where they will keep the phone for a week or two and Repair a manufacturer default. All at ur expense. I would never stay w a billion dollar company that did cover their store on the purchase of a brand new faulty phone. A billion dollars created by the consumer. They don't have enough to cover the replacement phone they sold u the consumer should. I'm definitely canceling. I'm jot putting another dine in for their greed and b so disrespected. By far the ugliest business transaction ever.

On phone with them for over an hour pay my bill every month for "2" lines and i call to have them program my sim card to a new phone i already had due to original phone no longer working and they couldn't do it cause of some stupid thing about having an active account with that phone for 6 months for that phone to be unlocked to program a new SIM card to that phone so i let that go ‍ then i pay for another line and for them to ship me a new phone and i am patiently waiting then i receive the phone and this supposably extra line i got is NOT an extra line...the phone didn't even come with a SIM card, NOT even a charger for the phone... literally just a phone came in the mail then i call them to program my old SIM card from my other line to this new phone THAT WAS POST TO BE A NEW LINE IN THE FIRST PLACE and they made sure my sim matched theres in the system and my IMEI matched and everything was good... well long story short they did all these tests and resets to get the phone working and still no service then my internet goes out on my other phone that does work i request to speak to a supervisor cause obviously the first lady didn't know what she was doing the supervisor didn't know what she was doing as well she refused to even try and fix my internet in general and wouldn't even try or work with me to get my 2nd line working to even make calls... she did absolutely NOTHING to even try and help she tells me i have to wait 5 to 7 business days to resolve this issues with technical support ppl and i have to go without internet cause of her staff and my 2nd line can't be used either at all then she hangs up on me so i call back and the 3rd lady i spoke with... she got my internet fixed on my 1st line but still no service at all on my 2rd line she did everything the 1st lady did and tells me to shut off the phone for 20min and then it will work and still this phone has no service at all i paid my bill for this month...i should have the service otherwise what did i pay for the new phone to be shipped for technically i paid for a 3rd line and didn't even get the 3rd line, heck i didn't even get a charger with this new phone the customer service is rude af they don't know what there doing at there job the supervisers are even WORSE then the employees themselves i pay all this money for them to not help me at all for no 3rd line plus no phone service and customer support won't even compensate this time with no phone even tho i paid for it to top that off... I have been supposed to have hotspot and high speed data for both phones this whole time and have called numerous times cause i have had no hot spot on the phone DO NOT RECOMMEND ANYONE TO GO THROUGH METRO PCS DUE TO LAZY CUSTOMER SERVICE AND UNPROFESSIONAL SUPERVISORS

Metro Pcs has allowed the use of a credit card fraudulently and with disregard to a private citizen using their non disclosure policy to hide a criminal from being prosecuted. This company needs to be out of business. They clearly are not moral or favorable for any type of trust.Hi Charles that's horrible to hear what had happened! My name is Harmony and I am here to assist you today. We here at Metro by T-Mobile want all of our customers to experience the best customer service that we have to offer. Do you currently have an account with us? - Harmony

This message may be stored. Learn more at http://t-mo.co/PrivacyI don't have an account with you your company is hiding behind a non disclosure policy and refusing to release a phone number or name when i have the dates and amount and my wife's card number used I will keep posting these messages along with the days and amounts u til metro gives me the information so I can file charges since it was done online. The disclosure policy doesn't cover customers of metro who fraudulently and criminally use a private citizens bank information I am well aware of that.That's very frustrating that this had happened to you. I would be beside myself! When did you reach out to your bank and were you able to get the funds refunded back? - HarmonyNo bc they require police work and the police require information your company is refusing to provide hiding behind a non disclosure clause which clearly has been beached by your customer criminally now if you'd like to help them I need the number or accountant name otherwise I'm done discussing this and I will send out that message on every single ad page and media I find metro on AND since I cam provide the amounts card and dates it will not be considered slander or liable. Non disclosure like the medical clause doesn't cover acts pertaining to criminal behaviorI understand completely. It's scary when things like this happen. We know that your time is valuable, and we here at Metro by T-Mobile take security very seriously. We do ask that you contact your bank and we do also suggest filing a police report. -HarmonyAgain whoever you are, you are refusing to provide the information and protecting a criminal committing fraud and theft thank you for your time as this conversation will now be made public and show metro pcs immoral and unethical code of conduct regarding the irresponsible continual and malicious actions they allow to happen on the guise of disclosure

TL; DR - Avoid MetroPCS like it's the Black Plague. MetroPCS is a cell carrier designed for people who like being lied to and having their money stolen. If you're interested in starting a class action lawsuit against MetroPCS for their illegal market activities, please let me know. Class action has a better chance of success, and will provide compensation to the entire customer base that MetroPCS has lied to instead of just myself.

This is by far THE worst cell phone service available in the whole galaxy. MetroPCS claims they have 5G ultrafast coverage, BUT THIS IS AN OUTRIGHT LIE. The 5G coverage is miserable. Do NOT be fooled by their fancy coverage map on their website. If it says they cover the area you're looking at, believe me when I say that they actually DON'T. Heaven forbid you try to point this false advertisement out to their customer service team. I was literally told to "f**k off and swap" when I called their customer service out for lying to consumers, and guess what? YA DAMN RIGHT I'M SWAPPING TO ANOTHER CARRIER! MetroPCS claims their 5G network is faster than any other network out there, but it's not even faster than their own 4GLTE network. I literally had to turn off the 5G connection and set my phone to 4GLTE just to be able to load things. On MetroPCS' 5G ultrafast network, it takes ten minutes to completely load the Google front page. On MetroPCS' 4GLTE "outdated" network, it takes about ten seconds to load that same Google front page. Here's the real nail in the coffin. If you for some reason choose to stay connected to MetroPCS' 5G network, you're gonna have to reset your phone EVERY. FIVE. MINUTES. If you wanna actually have anything you try to do involving internet connection even slightly work because of how badly MetroPCS will throttle your connection speed. Like, the connection is already miserably slower than they advertise to consumers, but add to that the fact that you will literally have to restart your phone every five minutes in order to gain two minutes of unthrottled connection speed, and things just become outright unacceptable. I honestly have no idea why a group of people haven't started a class action lawsuit against MetroPCS for the severe false advertisement they're committing. As consumers with unfulfilled, paid for promises made to us by MetroPCS, we have all the consumer rights protected under the Constitution to file a class action lawsuit against MetroPCS for the negligence to their contractual duties to provide the service(s) we pay for, false advertisement regarding network coverage and speeds, and mishandling of customers. MetroPCS claims they get double digit gigabyte download speeds on their network, but I just clocked in at a measly 5 megabytes a second download speed using a speed test app. Just so ya know, there's roughly 1000 megabytes in a single gigabyte. Now last I checked, 5mb/s download speed is a whole HELL of a lot less than the advertised 10+ gb/s download speed. I've run this test every day since signing on with MetroPCS and not once in the two and a half years I've been with MetroPCS have they ever actually provided the network speeds they advertised. You won't even get their advertised speeds in major cities! I've traveled through Atlanta, Charlotte, Nashville, D. C., and even New York City and I've never once received the advertised network speed that MetroPCS is so proud of. All of these cities are completely covered in "we cover this area" colors on their website's coverage map, but ya have to remember that MetroPCS' sustainable coverage is waaaaay below sub-par and essentially non-existent.

AVOID METROPCS AT ALL COSTS. GO OFF THE GRID AND GIVE UP HAVING A CELL PHONE BEFORE YOU EVEN CONSIDER JOINING METROPCS. ITS HORRENDOUS WHAT METROPCS HAS DONE AND IS DOING TO THEIR CUSTOMERS.

I purchased a new unlimited data plan and phone with Metro PCS less than 2 weeks ago because my provider didn't have good coverage at my new residence. I extensively discussed this issue with the sales person and asked for confirmation that they had good coverage for my address, I was assured that I would get reliable 5G coverage. In reality there's no 5G coverage at my house and if I'm really lucky and walk outside and then search for a spot where there's a data connection (4G or less) then I may be able to get a website to partially load after several minutes of waiting. I work from home and on the move, I have to have reliable service and I informed the sales rep and then the 14 different people I spoke with when contacting Metro's customer support. I spent over 8 hours on the phone with customer support trying to address my issues and was given a runaround and lied to about the reasons I was having trouble so I wouldn't cancel the service within the 7 day period where I can receive a full refund! Finally the 14th person who was an upper level manager informed me that I'm located in an area that doesn't have 5G coverage yet, but should get 4G or less- at this point I just wanted to be able to go online and make calls period, I was past worrying about speeds. The manager told me she would try one last troubleshooting attempt to reset my data connection in some advanced way only she can. I got a 4G connection about 75% of the time after that for 2 days, since then I can barely get coverage wherever I go, including in the downtown areas and close to an actual T-mobile tower! Yesterday I lost my job because of this issue! I couldn't use my phone's data to complete my assignment, missed important calls and messages because they weren't coming through in timely manner, got list because I didn't have GPS, and the final straw was my phone dropped a video meeting I was having with my boss and wouldn't reconnect despite me driving to various locations in town trying to find a signal-it will show 5G with 4 bars and nothing happens when I try to connect. I don't know what else to say other than Metro PCS is the WORST cellphone service provider I have ever used and they are deceitful and manipulative about the services they provide. Also, my plan is supposed to have 10G Hotspot but I can't use it and when I called about that issue the 3rd person I spoke to informed me that I will have to pay additional $10/, month for that service! I have proof per even what it shows on my Metro account that I have that feature included in the plan I selected, but that didn't matter, I still can't use it. Unbelievable that they are able to stay in business while being so awful about taking care of their customers.

NEVER EVER WASTE YOUR TIME OR MONEY AT THIS DEALERSHIP. YOU DESERVE BETTER. IVE NEVER RUN INTO A BUSINESZ THAT TOTALLY IGNORED ITS CUSTOMER THAT HAD A LEGIMATE SERIOUS EMERGENCY PROBLEM TO THE LIES OF CUSTOMER
SERVICE AND ANOTHER STORE. EVEN AFTER CUSTOMER SERVICE TOLD ME TO HAVE DEALER CALL DEALER SUPPORT LINE AND THEY WOULD WORK OUT A SOLUTION TO PROBLEN. MY PHONE IS MY MEDICAL ALERT SYSTEM AND I GOT DUPED AND HAVE NO ACCESS TO EMERGENCY SETVICE. THE DEALER INSISTED THAT WAS THE NU.
MBER HE DIALED FOR ME AND WHO I ALREADY TALKED TO. HE REFUSED TO CALL THEM EVEN THOUGHGH THEY NEEDED TO SPEAK WITH HIM TO TRY AND GET ME CONNECTI ITY. HE WR
WENT IN TNE BACK ROOM AND IGNORED THE SITUATION THE WHOLE TIME AND
NEVER CA. E BACK
THATS JUST FOR STARTERS.

I HAVE NEVER EVER IN MY LONG YEARS EVER SEEN SUCH DISPICIPLE SERVICE. THEY WILL NEVER SEE A DIME OF MY HARD EARNED MONEY.

I ALREADY SENT MESSAES TO 3 PEOPLE I KNOW THAT HAVE ACCOUNTS STARTED THIS STORE AS THEY TOLD ABOUT THIS LOCATION. THEY WERE SO APPALLED THEY VOWED NEVER O PURCHASE ANYTHING IN THIS STORE AGAIN. SO GOOD TO KNOW

I WILL BE CONTACTING THE BBB AND WRITING A LETTER TO EACH OF THE BOARD OF DIRECTORS AND PUTTING REVIEWS ON THE STOCK TRADE, AS WELL AS CONTACTING THE METRO EXECUTIVE IN CHARGE OF DEALERSHIPS

THIS PERSON WOULD NOT EVEN DO HIS JOB TO HELP METRO PCS CORRECT THEIR EMPLOYEE ERROR AS WELL AS THIER OTHER DEALER ERROR AND MAKE A NEW CUSTOMER IN THE PROCESS. NOW HE LOST MY BUSINESS AND THREE OTHER. JUSY LIKE THAT!

THIS IS A VERY BAD PLACE. I WAS NOT EVEN PROPERLY GREETED.
WHEN I LEFT THE STORE A PASSERBY ASKED ME IF. ETRO WAS A GOOD SERVICE AS THEY WEFE THING OF CJAGING CARRIERS. I DID NOT SHATR MY OPINION. I DID HOW EVER SHARE MY EXPERIENCE AND TOLD THEM I WOULD NOT BE COMING BACK TO THIS LOCATION.

I just want to let you guys know that MetroPCS does not care about anyone.
I pay every month on time never call and ask for an extension for my service to be restored never call them and bug their customer service for reasons that I can handle myself or Google.

But I am going to tell you the story about what just happened to me and the hell that I'm living in right now.
My phone stopped working on April 1st I called to find out if I had a replacement plan or insurance on my phone they told me they didn't but I remember paying a little extra every month so that I had that protection and coverage.
I have no family I have no friends I'm not well acquainted with my neighbors

A few weeks ago my husband had a break in his mental health and he tried to murder me in front of my small children during that process he threw my phone and I don't know it got messed up but it was still working it wasn't until April 1st that it went out on me. I tried from April 1st until yesterday to call and find out why I didn't have insurance that I was paying for and yesterday I found out from a lady that I did have insurance.

Then they said that I needed to answer security questions in order to make a payment to get my phone or have and 8 digit pin
I don't remember anybody asking me for numbers to create a digital pen when I turn my phone on in Shreveport Louisiana I called them and they said that the guy that sold me the phone no longer works there because he was falsifying accounts and whatnot whatever so apparently they locked my account even though the customer service representative told me to just try different numbers maybe one will work I called back and I asked to speak to a supervisor she told me different things that some people have used to create their eight digit pens and to try the year of my birth that worked so I was able to purchase my phone today I got my phone and it is a tornado warning outside sirens are going off and they left my phone in a box out in the rain they didn't even knock on the door and that's the carrier that's not their problem.
My problem is this Sunday night one of my children had a medical emergency and I had to stand in the middle of the street screaming for someone to please call 911 my child was not breathing.
I tried to dial 911 on an old device that I had because my device it was broken wouldn't even start up at all and it did not work.
I called today and I spoke to three different people who blatantly kept reading from a script saying that they cannot activate my phone because my account is locked although the paper that you get in the box with the new phone says you just have to switch your sim card over and you should be good to go.

Well it's not good to go they said that they cannot unlock my account unless they can send a one-time digit PIN over to my old phone which is broken to access my account or I can take my children in the middle of a hurricane tornado whatever it is with sirens blaring trees falling to a store so they can activate my phone. I called the store and they said that the customer service people were wrong they cannot help me because my account is locked and they have said unlock it as the customer service office I spoke to two supervisors who blatantly we're in the background laughing listening to the call and pressing the mute button but one time they forgot to press the mute button and I heard them making fun of me.
Because of Metro I have lost my main source of income for not having a viable cell phone which is part of my job. They don't care that my job puts a roof over my head and my kids head and food in our mouth because I don't get any assistance because I was making too much they said to get anything like food stamps or medical insurance and now I don't have medical insurance and eventually if I don't find a job I won't have any food but in order to find a job I need a phone. In order to call the police I need a phone. I have a laptop and a tablet but in a storm the internet doesn't always stay on so let's pray that no one has a medical emergency because I have to pay the lady that lives next door $5 to use her phone every single time I do and if I go over 25 minutes on the phone it's an additional $5 the first agent told me that I have to call back in 3 hours the supervisor said that I have to call back in 3 days even though I just used the pen to get into my account to pay my bill so I'm not understanding why my account is locked and once I get a job and I can afford to switch to another carrier I will because you guys don't give a tinkers damn about me my situation my children.

Also when my husband is bonded out there's no guarantee that he won't come over here because he doesn't care and tries to kill us and I have no phone to call the police if need be and I have nowhere else to go with all my kids because again I have no family and I have no friends that I can just borrow from or go live off of.
Out here that is going to make some type of negative comment about my post and someone that says that I'm entitled because I pay for a service that I don't get but in all reality it doesn't matter to any of you because you're not in my situation these are not your children this is not your life. You want me to drive to four different stores begging people to help me when they don't want to help and then you want me to call and sit on hold and pay someone to use their phone and that's money wasted and I've gotten absolutely nowhere and now I have to go three more days without a phone because none of you at Metro PCS care although you do care if that bill is more than 3 days overdue you may give extensions and that may seem nice but you're not nice and you're not a good company I spoke to one person out of the 16 people that didn't transfer me to different people and even to a line where the person didn't even speak the language that I spoke the only person that remotely care anything about me was a lady named Erica *******...

She made every effort to help me at least obtain the phone and there's no way to get through to her or an extension to call to speak to her again because she's the only one that has went above and beyond everyone else basically said it's not their problem or they've given false information. And they use these really big words to make themselves sound intelligent when they really just sound like my kindergartener making up words like manipudip...

I'm making this post also if something happens to me in this tornado or something happens to my children that when the police asked me why I couldn't call 911 this is the reason why.
When my ex-husband decides to show his face over here or he finds me and I can't call the police this right here is why anybody can be found... And everybody should be able to use their phone to call 911.

But not your monkey not your circus right MetroPCS?

They told me in scripted words that if I have to leave them, do so. They won't even tell me if my phone is unlocked

Want to start with saying that it's not MetroPCS that I'm upset with it's not Nokia then I'm upset with I am upset with the manager of this store and possibly the owner if this is the way they handle business. I purchased a Nokia X 100 phone 2/15/2022 about 2 Days later the phone turned off and on but went into a bootloader mode and it did not have recovery mode which come to find out a lot of these Nokia phones are having the same problem. I called MetroPCS customer service and they didn't understand why the store wasn't taking the phone back they were so shocked the lady literally argued and did everything in her power to explain to them this is not right he bought the phone it's having a malfunction problem he has the receipt he has the box why are you not taking this back from him this is the guy that said it's our procedure that if you take out the SIM card and put it on a different phone you deactivate that phone so that phone is no good anymore we can't do anything with it I said it was 6:00 in the morning and I needed a phone so yes I called MetroPCS had them put the SIM card in my old phone so I had a phone for the day which common sense right. And they said no we will not return that phone because it is our procedure I said well show me that procedure I will walk out of this thing head held high you know verbiage is everything. They do not have anything to back up there policy or procedure. Their policy that is in writing states that they need to take the phone back within a certain amount of time with the receipt nothing's damaged it was not my fault that the phone is faulty. Not my fault I am innocent I worked hard for my money. This Nokia phone is called Nokia x100 and it is a MetroPCS T-Mobile exclusive phone. When I went into that store that day to purchase a phone he sold me on that phone he said how great it was the processor the camera and yes it did have a great camera did have good speed but it is a faulty phone and it needs a little work. I called Nokia Nokia said that we are so sorry sir we do not understand why they will not take the phone and return it but we will fix it we will do whatever it takes I said well the fact that the phone has malfunctions now I would much prefer to return the phone and try another phone that doesn't have these problems it has other kinks worked out they said well you need to go back to that store or the only store that can do anything for you they sold it to you they are legally obligated to abide by the global seller contract that they have and they're legally obligated to abide by the guidelines that MetroPCS T-Mobile has made throughout the whole company. The worker told me that this is not a corporate office this is just a franchise that someone owns we're just a licensed dealer. And it's exactly the point you are not anybody to change any policy you abide by the MetroPCS and T-Mobile guidelines. I can't recall the Metro PCS customer service representative that I had to call to the corporate office but she did everything in her power to try to understand what this guy was talking about. She couldn't understand how the owner of that store made up his own rules. I went home I didn't you know cause a scene I called Nokia I start looking through all the paperwork that the phone comes with and again it states they need to take this phone back they sold it to me the phone was faulty and what they needed to do was take the phone from me give me my refund give me a new phone do something to make it right. Nokia told me that all they had to do is take the phone contact them and they would work it out nobody was going to get taken advantage of treated poorly. And that's what it really bothers me is that I work hard for my money and you know what she told me that worker at that store it's a free phone who cares whoa lady it's a free phone yeah I paid the taxes on that phone yes it wasn't hundreds of dollars but I paid money for that phone I walked in here to get a phone and a new service activated. I didn't come here to be taking advantage of laughed at treated poorly!

Metro: Hi. I'm the Metro by T-Mobile virtual assistant. How can I help you?

You: customer service please

………. Please see more more below…….(Original length chat available if needed)

………. Please see more more below…….(Original length chat available if needed)

Virtual Assistant:
To direct you to the right contact number, please choose from the following topics:
Mail-in Rebates
Online Returns, Sales and Order Support
Premium Handset Protection
Make a Payment
Customer Service

You: Customer Service

…………. Please see more below…………...

………. Please see more more below…….(Original length chat available if needed)

You: Live Chat
Virtual Assistant:
Ok, let me get you to a human. Just two quick questions first.
What is your full name?

You: robert arroyo
Virtual Assistant:
Thanks! And your 10 digit phone number?

You: *******298

Ok ready, let's CHAT!
Pat: Welcome to Metro by T Mobile my name is Pat Id number *******. Thank you for chatting with our Virtual Assistant, please allow me one moment to review so that we can continue where you left off.

Pat: Hi Robert.

You: Sorry to bother you but I need to file a complaint about the way I was treated at a Metro by T-mobile store.
You: What is our chat number?
Pat: So sorry to hear about that Robert.

Pat: I got here only my ID number which is the *******

Pat: We can file a store complaint here for that one Robert.

You: I'm going to paste a copy of my complaint here... OK?
You: no chat number available?
Pat: If you don't mind me asking what happened?

You: Sunday, 12/12/2021
To: Metro by T-Mobile, T-Mobile, T-Mobile Customer Relations, P. O. Box *******, Albuquerque, NM *******-7380
From: Robert Arroyo, 1150 N Rusty Nail Rd, Prescott Valley, AZ ******* (phone: *******298)
Subject: Dishonesty in the business, Bait & Switch, "Slamming" of unrequested additional services.

Metro by T-Mobile lied to me and ripped me off and people need to know about my experience and opinion ASAP (before Christmas) to educate them and possibly prevent this from happening to them. I've been a Metro by T-Mobile customer for 5-6 years. The service has always been great until about a year ago I noticed a degrade in service (dropped calls, "no voice network", Emergency calls only", etc) and have been struggling with them ever since.
Several moths ago I called them to discuss the poor service and they transferred me to tech support. Tech support had me make several changes to my settings and also said they tuned the local cell site but nothing changed. The service was still sporadic at best. I was constantly hoping my phone would get ANY signal/service in my area, especially in my own home.
Several weeks ago I went down to my local Metro by T-Mobile store in Prescott Valley, AZ to see if they could help/advise me on a fix. They told me that my "LG" phone was obsolete and LG was no longer providing updates. They said I needed to buy/upgrade to a newer model phone. I said OK but only IF that new phone improved the service and if not, a full refund would be provided. They assured me that there was a satisfaction guarantee for a full refund. I told them I wanted a Motorola one 5G Ace. They told me they would have to order one from Phoenix and it would be in the following week. Three weeks later and they were still telling me that "it didn't come in yet". I decided to try calling one of the stores in Phoenix (90 miles away) to see if they had one.
The 2nd store I called was in Phoenix and they had several in stock. I told them I was intending to drive all the way down there (90 miles)to get it. The store was: Metro by T-Mobile, 2601 East Bell Rd STE#15, Phoenix AZ *******. Phone: *******077.
This is where the horror story begins…
- 12/09/21When I got down there (Phoenix) and identified myself, they (Isabel/Bertha?) told me that if I wanted to buy the phone I would also have to buy a case and screen protector (>$50)... that they were "required to sell these accessories in case you drop the phone"...!?!?! (Bait & Switch or Strong arm sales?) I protested and said I just wanted the phone. She said she can't sell it without the case or another (overpriced) accessory!?… store policy... said she would waive the activation fee if I bought accessories. Rather than drive 90 miles back home without the phone, I agreed to buy the case only for $22.99 (ripoff). My wife was with me and witnessed this whole conversation. We asked again about the Satisfaction guarantee and were assured of a full refund if not satisfied... but only for 7 days…!?!? We asked her for her name (no name tag) and she grudgingly said it would be on the receipt (rude). We finally got the new phone activated, ISABEL (per one receipt, BERTHA per the credit receipt on 12/10... same girl) put both old and new phones and boxes/literature in the bag and we were walking out the door when she called to us and tore the receipt off her register and put it in the bag. We were happy to get out of there. After driving 90 miles home, I walked in my house and the phone said "no voice network available"... the same thing my old phone had said. I drove around the neighborhood and had signal about 25 to 50% of the time... just like the old phone. Unacceptable... Dissatisfied... 12/10/21: I drive back to this same store (another 180 mile round trip) and ask for a full refund. Isabel/Bertha (whatever her real name is) says there is no refund and that there is only a manufacturers warranty. WT!?!**+!? I tell her that the phone is fine... not a phone issue... that the network service in my area has changed for the worse and I want the full refund that was promised yesterday. She refused and I asked her to get her management team on the phone. Two hours later she gets permission to refund the phone only. She said that the cellphone case that I didn't want to start with is not returnable and if I didn't pay for the reactivation fee, I would lose my phone number! (Another strong arm tactic threatening my phone number!) I told her to refund the phone and I would take up this matter further with Metro by T-Mobile, T-Mobile management /Customer Relations. Isabel/Bertha told me the case was $22.99 but when I got home, realized she had charged me $29.99. She also tried to "slam" me with a $10/month Insurance Plan but my wife asked her if our bill would change and she had to admit that it went from 50 to 60 dollars with the insurance...(I thought "SLAMMING" was illegal and find it sneaky... not appreciated.) We told her it was not approved by us and had her remove it. She also never had us sign either the receipt or credit slips... why?---------------------------------------------------------------------------------------------------------------
Note: Please refer to the "Chat" conversation (attached) I had with the Metro by T-Mobile website rep Piolo on 12/07/21... Chat ID: **************977.
Included in this chat are:(cut and paste)…
Piolo: Hi, we would like to thank you for having business with Metro by T-mobile.
This is Piolo ID: *******. It would be a pleasure to help you.
You: My concern is that I'm getting poor service from T-Mobile and am willing to upgrade IF IF IF I can move to Verizon with the new phone if the T-mobile service isn't better.
You: can you send a copy of this chat to my e-mail please
Piolo: Oh... We dnt have a tool to send you the conversation. But I can give you the ID of this chat... Or you can also take a screenshot of our conversationPiolo: Chat ID -**************977
You:? Thy sent me a copy of a chat I had about 3 months ago. Piolo: Oh... I wish we have the tool to send an email Robert :'( The only thing that we can send are automated messages... But let me check with my supervisor Piolo: We truly sorry Robert... They too dnt have any option to send customers a copy of the whole conversation... But customers can take a screenshot instead…
You: If I upgrade to the new phone, can I get a refund if the service still is poor and I'm dissatisfied? Piolo: Yes we have a Metro Promise policy within 30 days from purchase
You: Full refund of the purchase price?
Piolo: Yes Robert, full refund... Customer has to return the complete accessories with box and receit
You: OK... just to summarize, I can buy the phone from Metro byT-Mobile and if dissatisfied, I have 2 options: You: 1- Return phone for a full refund and cancel my service (2 lines)... or 2- Keep the phone and poor service for 6 months (not 90 days)and then cancel my service?
Piolo: That is correct Robert... If you are not satisfied, you can either ask for full refund of the device within 30 days upon purchase or you wait for 180days to unlock the phone and use it to a different carrier.…
This has been an awful experience and I feel obligated to share it with others/social media to prevent this from happening to them too just a few days before Christmas. I was told a "full refund" several times and got screwed out of $54.88. Either dishonesty or poor training caused this issue and others need to know of the possibilities and resolutions. Please advise of your intentions. Please, I expect an answer by 12/15/21. Thank you, Robert Arroyo *******298
Pat: All information also will be notated here on your account Robert.

Pat: One moment Robert as I will read this, okay?

You: ok
Pat: Thanks.

Pat went on to tell me that this matter would be escalated to upper management and then the CHAT was cut off before I could copy and paste that to this document.

To date... 12/22/21... I have not heard a word from Metro by T-Mobile.
I retired from the Telecommunications Service business with 27 years and this type of behavior/treatment would have been attended to immediately.
To have the integrity, competence and honesty of employees in question would have warranted an immediate investigation by Corporate. Why hasn't Metro by T-Mobile responded?

Robert Arroyo
*******298

Garrity Blvd, Nampa Idaho Metro PCS
Great crew, Great Service, Very helpful! Keep doin what you'r doin