metropcs customer support is horrible

Yeah, that's what I've heard about MetroPCS for the most part. They have to cut costs somewhere, I guess. The network they are building out doesn't come cheap.

 

Most metroPCS users I know are those who like it and/or have financial issues; they prefer the simplicity of no contracts and lower monthly costs. For instance, my aunt has been with them for almost 10 years, off and on. She hasn't had many problems with the network. IMO, the phones suck, but most folks on Metro can care less about the phones... it's almost like trial and error. My aunt has had good luck with the Kyocera phones, while my brother runs away from ZTE. The users who want fancier phones (but don't have a lot of $) gravitate towards T-Mobile or Sprint. They know not to call customer service... visiting a store is often a hit or miss as well.

If you have to pay for the services, you might as well be pleased I would LOVE to be a Sprint or T-Mobile user, but they don't work as well as Verizon or AT&T at home or in the area surronding me. And I have a top of the line phone to go with it

Since I am in a smaller city surrounded by rural farms, MetroPCS and Cricket aren't options for me.

 

I am in the process of purchasing a MetroPCS store and I have been doing a lot of research on the company. There customer service marks are very low on a recent study. I am supposed to have a meeting with one of their corporate account managers soon and I plan to ask them if they will eventually address this issue. I know a lot of people a few years back that left Sprint for similar reasons and now they are playing catch-up.

I think as a store owner, it makes really good business sense to help customers solve their problems. It's promotes customer loyalty. I am going to work with a technician friend of mine that fixes phones so that we can solve problems at the store level. I have noticed varying degrees of customer service from MetroPCS store to store.

Historically, their phones were pretty basic, but now MetroPCS carries the very decent LG Optimus and a Blackberry (if that's your thing) and will soon carry a Samsung Galaxy S to go with their new 4G service. I have this phone and there really isn't much better then a Galaxy S.

The slow internet is due to MetroPCS using 2G internet, but as they upgrade to 4G that will become a problem of the past.

I think your defection could have been prevented had someone been there to help you personally. The major carriers have already figured this out which is why there seems to be a store at every corner of town these days.

I just hope that I can somehow influence corporate on their customer service and tech support at a corporate level since those interactions will determine part of my success or failure. I really think with the upgrades they are doing now, they have a chance to compete for those middle class type customers, but not with out good customer support.

 

HandyWireless: If you did purchase your own metroPCS store, I hope it's become successful.

I have been with metroPCS for a few weeks now, since leaving T-Mobile after six years, because of the AT&T deal. As there were a couple of things I needed clarification about (including number porting), I spoke to their customer service and on both occasions, the representatives answered all my questions and were very professional.

 

I have been a metroPCS customer for more than 3 years and I have never had a problem with the customer service. Remember it is just like the commercials. the CS is out sourced to india. As for the service, IT IS NOT A 3G NETWORK! it is on the older "2.5g" network (if I may call it that.- it does explain things in laymans terms.) anything other than calling and texting is going to be a little slow. That's the trade off for the lower cost. If you want speedier service pay a little extra and get a 4g phone.it's still available for $50 a month (1 gb limit) and is a whole lot faster.

Let's be real here... unless a companys customer service center kisses our collective butts it gets low marks. That's just how we are when we deal with CS, we have really high standards but wait times can't be helped (especially if you don't know the work arounds to get to a rep faster) and we have to remember that they ultimately have to follow the rules they are given and can only help us within those parameters. - ask for a superior if you don't get the results you want. If you know how to use their system then you can get the upper hand... a bit.

My issue with them is the way they charge current customers full price for phones but new customers get a discount... no thanks for remaining a customer. :-(

 

The LG MN180 (aka Select) that I have, I bought for $29.99 when it was on sale last year. At the time, I was already a metroPCS customer and back then, the price was the same as posted on the web site.

I am not aware of any discounts (other than any phone rebates) on their phone offerings.

 

they normally only offer the rebates to new customers. long time users get to pay full price. I have asked local reps about this and they have no explanation.

 

For over a week I argued, begged & pleaded at every level, 6 store reps, 6 online reps. In my opinion all of them incompetent and many rude. Autopay account deleted and recreate at least 4 times. Everyone keeps saying the same thing just go in and update to account info. The account was even verified by a Corporate Center supervisor. Phone service has been shut off twice. Even after the store manager at the corporate Center assured me that it ad been restored.

Then I found the emails for coroprate HQ. Two emails to three execs and the problem was fixed in hours.You do the math. Corporate email, fax number, phone number and my complaint letter is at MetroPCS sucks - Customer Service Nightmare

Pass the link along

 

I'm glad you were finally able to get your problem resolved, although it shouldn't have gone that far up the chain.

When you were in Cambridge, did you go to a metroPCS Authorized Dealer, or an actual corporate-owned location?