Metro Customer Service Rules

[Gman9831]

You can buy antenna you put outside your home to get better reception that re broadcast in your home. About 200 at tiger direct.

Just to let you know at least 80% of those don't support metro but since he's in Tampa it could probably work

 

[PHP87]

I started a thread over two months ago with the voice mail icon issue not showing up after recieving calls on my Motion. The thread is still here if you scroll down enough. Well, After many conversations with Metro in store, online, via voice, through Twitter, email etc. I gave up. This had been an issue since day ONE. No one wanted to help. All they wanted to do was pass the buck. I was never offered another NEW phone and since the phone was still so new there were NO refurbs to swap out with. (Mind you, I didn't want a refurb anyways as I paid full price for this Motion.)

This phone was going to be used as my primary cell/work #. After dealing for over two months with NO PROGRESS on my issue I went back to AT&T. In fact I got a S3 ridiculously cheap on the open market and have referred so many people to AT&T that those credits ensures that I won't owe anything until Jan 2013. And yes, some of those referals were MetroPCS customers fed up with the lack of service.

I had been with AT&T since they were Cingular and since Cingular had been bought by Bell Atlantic Mobile. Why I thought a prepaid phone service provider was going to be better in the realm of customer service is anyones guess.

I still use my Motion as another line and I don't plan on paying for it until my voice mail icon works. Each month I plan on stopping buy the local store where I bought it and say, "Hey, it's still not working." The girls test it and go, "Yup, still not working." and credit me for the month IN FULL. I've done it twice already and plan on doing it again this week. So I use it as a backup line and play games on it. I use it as a GPS and stream pandora on it in my truck.

I don't see my voice mail icon ever really working and eventually the phone will end up in the back of a desk drawer or stuffed under a couch cushion forgotten about. I had had high hopes for this phone and Metro. (Didn't they just get bought out anyways?)

I think the support and service you got was either RARE or you work for Metro and are trying to win people over with the service. I don't buy into the people at Metro caring about any of their customers. I can say this with experience as I have been to 11 stores to date with this phone and no one knows how to deal with this problem. The IQ of MOST of the employees I have dealt with has been at best, High School equivilent.

In fact, I'd say the folks here in this forum are much more knowledgeable on this phone and others by far. They have tried a few things and made recomendations. Alas, I've only seen the icon twice in the 3 months or so that I've had the phone. I do quite a bit of traveling so I doubt there is any relationship to location as I have tested it in the areas where the icon DID appear.

In short, you get what you pay for. I'd rather have a decent phone with excellent service/sppt anyday over this Motion backed by Metro's bumbling staff.

Have you tried contacting LG? The Motion comes with a 1-year Parts and Labor Warranty.

 

[Jaimie]

I actually did take it to the facebook page and got some reply there and a Local person in the "escalation" customer service, which is how I found out I was in between 2 cell towers and MetroPCS has no plans to boost signal or more towers. Thank you for the advice!! Icannot be the only one in my area having issues....

UPDATE: MetroPCS escalation Rep helped me for several days and everythign we tried failed to help. I even was able to pick up a new brand phone/device and still ALL of the same problems. Reception in my home, my home phone line not ringing to my phone, no 4G service near home....etc.

I'm wondering if rooting/rom will do me any good....

 

[SipDude]

@Jaimie - Wow, They gave you a new phone? I gave up months ago. Doubtful rooting helps your signal issues.

@PHP87 - After contacting LG I was informed this wasn't a phone issue but an issue with the service. I printed out the email and showed it to the girls at Metro and all they said they can do is credit me another month. I figure it this way. I bought the phone and have had it for umm... 5 months now??? I got it the second day it was out. I'm yet to pay Metro a single dime of my money. Is it a pain to go down to the local store for my credit once a month? Not really. The girls are nice and super cute! ;-)

Other than the voice mail icon being MIA since day 1, it works ok for the most part.

Hope everyone is staying warm. It's cold here in the N.E.

 

[allmanallpimp]

It's all in who you deal with... Metro does offer this for every customer, it's just if who you're speaking with is willing to make it happen... I used to make this happen when I ran a few stores (authorized dealer.) Metro really doesn't have bad support, they just have some bad people here and there working for them (who doesn't?) Once they weed out the lazy ones Metro won't be stopped...

 

[txmarkel]

Anytime dealing with corporate stores & customer service is SHIT the will not listen they have their own agenda and it's NOT CUSTOMER SERVICE.

 

[SipDude]

Coming up on Month #7 (Over half a year now) and I have to say this is the best FREE service I have ever had. Aside from the voice mail icon working about 60% of the time it is a great phone.

I'd agree customer service departments have their own agenda and it is NOT about helping their customers. It really is a shame no one can fix my isssue but eh... Free service is OK provided I walk in once a month into the local store and say "Yep, still not fixed." *shrug*

Nicer weather is coming and I've promised the cuter of the two girls at my local MetroPCS store a ride on the back of the Harley this Spring. She's quite stoked about it too.

The benefits of Metro Eh?

 

[OcalaFlGuy]

First, I have no issue with you getting your free service, good on ya. (I've been known to enjoy watching a Carrier dance for me myself.. )

2ndly, IMO, the Manager of that store should be demoted or fired. As should any associate who has given you a 2nd (or more) month free service. (After your 2nd free month you should be on "Please See My Manager" status.) <Again, no Diss to you, just X-tra oversight on their part.>

There's some lazy ass bitches (used non-genderwise) working at that store. P's me Off as much as I'd like one of those jobs. Doesn't sound like they've done anything to really investigate the issue, they just amble over and do the easy peasy credit your account thingy. If there isn't there should be a daily printout for the Manager of store credits issued and the phone number. Anyone getting a month's service credit should have an open problem ticket for it with the Mothership. Before your first free month they should have done the hard resets, reprograms, stray pet sacrifices or whatever to try and ID the issue. About the 2nd month you got free your credit printout should be on the wall of the Managers office circled in blood. As soon as you showed them the Email from LG saying it's not the phone, the Manager should have escalated the issue with the Mothership.

Instead, the clerks and the store Manager would rather collect their pay and p*ss away the Profit that Metro uses to make their checks out with. If they could not have fixed the issue by the 3rd month, which would have been close to the time they dropped the price on the Motions, they should have just given you a new one.

Your Freebie service withstanding, the rest is one sorry ass state of affairs.

And so far as that clerk goes, if she won't put anymore effort than that into her Job, she's probably a dead fish lay.

Bruce in Ocala, FL

 

[Kaiser17]

This really is a shocker hearing about Metro actually doing all this..such as metro actually sending out a tech to your area to fix your vm problem.. not like metro at all.

Either all of this is true, or you work for metro and this is some kind of ploy to make metro look good.

 

[SipDude]

Shlomox was the one who said he had someone come out (field rep) and figure out his problem. I honestly don't believe Metro has any competent engineers if any engineers at all that work for them. At least not in my region.

I hear what Bruce in FL is saying about how this should have been resolved by the 2nd month and surely by the 3rd month I should have been given a new phone. With people like this working at MetroPCS, one wonders HOW they stay in business?!

ALAS...

I honestly think at times that Metro could care less about my issue. I've called now and then. Dropped them a Twitter bomb and had my G/F contact them on Facebook. Each time they assured me someone would look into this "Issue". Each time they've dropped the ball and either blamed the phone, the end user (me!), or stated they have escalated it.

I find that the people at these retail stores and most people I have talked to on the phone about this issue A: Don't care about anything and B: Work for such a low wage they could go flip burgers if things don't work out at MetroPCS. Hey, there's always a Walmart hiring down the street.

With that said the days of finding good retail help anywhere is next to nonexistent. Look at how "Entitled" the youth of today feels. (I'm talking about anyone 23 years old and younger.) Most of these kids DON'T know what it is like to WORK HARD. I'm amazed anything gets done in retail and as the middle-aged to older crowd leaves the workforce we are all going to be in trouble.

Like minded parents agree with me on this. Their kids are in college and studying their brains out to get these high priced jobs that are in such a short supply. The only thing these kids can do is STAY in school and continue their education so as to defer the mountains of college debt they keep deferring. To supplement their lifestyle they take these menial jobs in retail and such just to earn a paycheck.

These kids want instant gratification with doing as little work as possible. We live in a throw away society today with so much waste including employees wasting valuable job space. I myself thought it would be funny to apply for a part time position at another Metro store just to see how far I could get with my issue. (I still might!)

I've learned much from these forums (Much more than anywhere else) about these phones. There are some pretty smart folks here. So kudos where kudos are well deserved.

As for the girl at Metro. She told me this was just a 2nd job for her and seems pretty intelligent. Regardless it might be a fun summer with her on the back of my bike.

And for my "Free phone"... I'll keep using it...

Cheers!

(Rereading this... Oooo Hopefully I didn't offend anyone.) But eh, it's my opinion and quite honestly I think this country has gone to hell and feel the youth of today is a huge part of the problem. This country has gotten L-A-Z-Y.

This really is a shocker hearing about Metro actually doing all this..such as metro actually sending out a tech to your area to fix your vm problem.. not like metro at all.

Either all of this is true, or you work for metro and this is some kind of ploy to make metro look good.

 

[chelsealee]

I'm crazy about the motion and metro's 4g service and price and now I've had an experience with metro's customer service that has taken the metro experience over the top for me.

I was coming from having 2 metro blackberry's, one for me and one for my wife, and while they didn't do a lot, what they did do they did really good, email, text and voice.

After having the motion for some days I encountered 2 issues, the first was with my wife not receiving her emails during the course of the day like at her office as she previously had. The second for me was that I when I was received voicemails I was not receiving a voicemail icon letting me know a message was waiting.

So my wife is telling me that while she likes the idea of having a smart phone (sorry blackberry lol) but without her emails being sent to her inbox like her blackberry the phone is no good to her and she wants her blackberry back, not the most pleasant of discussions. I had also set up her main email on a couple of different apps for her to see which she liked best and she was receiving emails at home so setup wasn't the problem.

I went to the metro corporate store where I bought the phones and eventually spoke to the manager explaining my email delivery and voicemail icon issues. He understood, said he would put the issues into his system and had asked for the locations where the problems were occurring. He told me that metro would send somebody to the site where the email problem was occurring to measure metro's signal (yeah right) and see what they can do. I had had the motions at that point for only a few days and asked if I should limit use if the voicemail icon problem turns out to be a phone issue, he said not necessary and if the problem turned out to be with the phone it would be taken care of; right on. Within a couple of days emails were arriving to my wife's motion inbox and then to top it off a day or two later she gets a call from metro's technical area asking if her issue had been resolved and the phone and service were working well. Fixing the issue and then following up, she was really impressed. And she was right to be, it was impressive.

Real quick with the voicemail icon, I soon discovered that when receiving a voicemail at work the icon notification would snap open, so not a phone issue. Though I also found that if I received a voicemail at home and then gone to work the icon would still not appear. Only when receiving a new voicemail at work would an icon appear and dropping down the notification shade I would see that there were 2 voicemails the new one and the one that had been buried at home. Let my metro contact know about this and that the email was now working which was great. We agreed that I would touch base with him regarding the voicemail in about 2 weeks.

I called 2 weeks later and he looked and said it was still being worked on and to give it a little more time we agreed another couple of weeks. Truthfully my hopes for resolution were not very high. It's now been about 4 to 6 weeks since my first contact and yesterday I ran a speedtest from home, and saw that my speeds had gone from about 1.5mb to 2.5mb. The first thing I thought was to try the voicemail, so left a message for myself from another phone, and pow almost immediately a voicemail icon snapped into place wow!

Props to metro as I am amazed that my two user specific issues were resolved. Really for me one of the top customer experiences I've ever had.

this is all VERY RARE. from metro...WOW! I hope I can get this type of service with them. Crossing fingers for a quick resolution to my motion problems. :shakehands:

 

[sammyz]

What's your problem?

My motion works fine