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Metro PCS trouble escalation?

R

rpowell6

Lurker
I am looking for some sort of escalation path for an issue I am having with my Metro PCS service.

I have been attempting to resolve the issue for over a week and have been getting nothing but the proverbial run-around. Specifically, I am currently unable to receive voice calls or text messages. I can initiate but cannot receive either. Incoming voice calls roll directly to voice mail. Incoming text messages are simply lost in the ether.

I have spoken with a customer service representative on two occasions and was provided with a "trouble ticket" on each occasion. Both "trouble tickets" were subsequently resolved by a Metro PCS service technician with "no network trouble found."

Presuming my phone (a month-old LG Optimus F6) to be at fault, I was instructed to take my phone to a local Metro PCS corporate store in order to have the SIM card and battery removed and reinserted (thus rebooting the phone). This had already been done twice and, naturally, the third attempt also failed to resolve my issue.

In a desperate attempt to find some sort of fault with my phone, the in-store CSR reset the device to factory defaults. No change. Yet another "trouble ticket" was issued and the limbo dance continues.

Is there any recourse with these people? The CSRs I have spoken with are simply inept. Further adding to my frustration, I am prevented from speaking with either a supervisor or technician.

My subscription expires in eight days. If they fail to resolve the issue I will have to choose whether to switch to another carrier (yuk!).

Any assistance would be greatly appreciated.
 
Yes. The LG phone was purchased in late-January and everything had been working perfectly until last week. I had been utilizing a ZTE Avid on the Metro PCS CDMA network for one year prior to purchasing the LG GSM device.

I love the LG phone and everything about the device itself seems to be in perfect working order. As noted, I can originate voice calls and text messages with no problem.
 
I am pleased to report this situation was easily resolved with the replacement of a SIM card. The path to resolution, however, was not nearly so pleasant.

After making a complete nuisance of myself, I was finally able to speak with a supervisor at the Metro PCS call center (dealing with their CSRs was hopeless). This fellow was not only very capable he was also as customer-focused as anyone I have ever dealt with. I felt he genuinely wanted to help.

The original solution called for me driving over forty miles to the nearest Metro PCS "corporate store" in order to have my phone checked by an "official" repair technician. As eager as he may have seemed, I convinced the supervisor that I was not about to drive forty miles one way and that he needed to come up with a more palatable solution, which he did.

As an alternative, I was referred to an "authorized dealer service center" less than ten minutes away from my home. I walked in, handed my phone to the young lady behind the counter and she diagnosed the issue within about fifteen seconds. Within ten minutes I was headed back home, happy as a clam.

The moral of the story is that persistence paid off. It took four calls to the Metro PCS call center to finally reach someone knowledgeable enough to actually help. There is also a fine line in the semantics between a "corporate store" and an "authorized dealer service center". I only wish this would have come to light a couple of days earlier.

In this case, the call center supervisor saved an account and I am once again singing the praises of Metro PCS and the T-Mobile 4G LTE GSM network.
 
on metro's facebook page there are a lot of users have the same complaints in the last 24 hours. so it may be nationwide. i do not have the same problem but i did not receive call or text since the morning. just tried it with a second phone on boost, i seem to be ok.
 
When I was on metro sometimes things would go similar to that. I would take out my sim card and clean it
 
rpowell6, I'm curious about what was wrong with your phone specifically. My wife's barely 1-month old F6 would lose its network connection regularly, even when she's getting 4 bars of 4G (like at her job). Rebooting usually cured it, but would go out again usually a day or so later. Is this what you were experiencing? Thanks in advance for clarification.
 
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