MetroPCS customer service, just...wow

[ebj5883]

Sorry all, but I just have to vent a little bit. I set up my account today for auto-pay, but there really isn't any sort of "confirmation" that the bill will just be taken care of once you set up the information, so I decided to just give a quick call to make sure I was all set to go. This "quick" call took approximately 20 minutes, the first 10 of which was spent trying to explain to the customer service rep what I was trying to ask. It took being placed on hold so she could "talk to her supervisor" to finally come back and ask me "are you trying to set up your account for auto-pay?", which I was then able to finally say "I already set up my information... I just need to know if I'm all set, from now on...", and she was finally able to say "oh, yeah you're all set sir".

Now I'd love for this to have stopped here, but she then informed me that she had inadvertently "reset" my entire online account, and that I no longer have any username or password. So the last half of the 20 minute call was spent trying to sort out those details and set my account back up. Finally, since I spent my lunch break dealing with this, I just had to drop it and told her I would call back after work. After I got off the phone, I went back to my computer, but noticing that the site was still open, I said "what the hell" and tried my old information to log in, and voila... it worked.

Now I'm back to not being sure if I'm set up for auto-pay, and even more than that, I'm wondering who's account was just erased...

 

[THE W]

i've yet to have a customer service problem in the over 2 years i've been with metro but it seems like they wont let you be a customer service rep for metro unless you're ******ed.

hopefully you sorted everything out and im gonna go check and see if my account wasnt deleted.

 

[ebj5883]

lol, well there certainly doesn't seem to be any educational requirements for the job. The whole reason she stated that she had inadvertently reset my account was because I was trying to explain to her the difference between the password and the pin. The problem I was having was that when trying to log in, my pin starts with a "0", and because of this, was being automatically taken away when clicking "submit", I'm guessing because no 8 digit whole number can start with a "0", and it kept telling me I needed to enter an 8 digit number. Pretty irritating.

I was with Verizon for about 8 years until I made the switch last month ($180/mo. for two phones on 3G service vs. $90/mo. for two phones on 4G service), that was my reasoning anyway. I guess you can't put a price on even moderately intelligent customer service, because thinking about it now, I wonder if making the move was a mistake, even if I'm paying half of what I was before. At least Verizon techs had an idea of what they were doing, and understood the mechanics of their own website.

 

[Fuzzy13]

Metro is stupid, that's no secret. But if you look at how much you actually have to deal with them then it isnt that big of a deal.

I might have to call them twice a year so I don't mind chewing on some dude's ass that's over in Egypt that has no clue what the hell is going on.

 

[UKCatFan]

Metro is stupid, that's no secret. But if you look at how much you actually have to deal with them then it isnt that big of a deal.

I might have to call them twice a year so I don't mind chewing on some dude's ass that's over in Egypt that has no clue what the hell is going on.

Their reps are in Texas I believe. They certainly do not sound Middle Eastern. They definitely sound like elementary school dropouts, but American.

 

[h4x0rj3ff]

Their reps are in Texas I believe. They certainly do not sound Middle Eastern. They definitely sound like elementary school dropouts, but American.

i dont kno where there from but last week my wife was trying to set up some text based discount program thru meijer and the text never came thru so she called metro and the guy didnt understand what she was talking about. so she asked the guy if hes ever heard of meijer and he said NO. WTF. i dont think there from around here....

 

[UKCatFan]

i dont kno where there from but last week my wife was trying to set up some text based discount program thru meijer and the text never came thru so she called metro and the guy didnt understand what she was talking about. so she asked the guy if hes ever heard of meijer and he said NO. WTF. i dont think there from around here....

Disclaimer: This is in no way meant to offend anyone at all. Please do not take it in any negative way or use it to infer anything on my opinions. I am just stating my observations below.

Many of the Metro reps on the phones I have experienced are clearly English second language people that primarily speak Spanish. Many of their customers speak only Spanish so it makes sense for them to hire people like that. The downside is when people that primarily speak English call and get someone that cannot completely understand them.


BTW, I don't think they have Meijer in Texas. They would not have any idea what that store is. I only know because I used to live in KY and they have them. It is just like how someone in KY, OH, etc. know all about Kroger, but someone in CA might have never heard of them. Don't blame them for not knowing about it.

 

[THE W]

meijer is based in the midwest so people living in the south arent gonna know what that is.

 

[myshkin]

meijer is based in the midwest so people living in the south arent gonna know what that is.

I'm from Texas & am going to have to consult my pal Google as to what meijer is. I also mean no disrespect to anyone, I'm just stating a fact here. I have never seen a caucasian employee any time I've had to go in any metro store around here, only hispanics. One of them that works in a satellite store will ask people that come in if they are rooted, if they tell him no he offers to do it for them..........for $50!

Anna

May is Brain Cancer Awareness Month!

 

[THE W]

I'm from Texas & am going to have to consult my pal Google as to what meijer is. I also mean no disrespect to anyone, I'm just stating a fact here. I have never seen a caucasian employee any time I've had to go in any metro store around here, only hispanics. One of them that works in a satellite store will ask people that come in if they are rooted, if they tell him no he offers to do it for them..........for $50!

Anna

May is Brain Cancer Awareness Month!

i use to live in lubbock texas back when i was 9 years old. do they still have Furr's grocery store out there?

 

[myshkin]

i use to live in lubbock texas back when i was 9 years old. do they still have Furr's grocery store out there?

I'm originally from that neck of the woods. I had my brain surgery & chemo in Lubbock. My oldest daughter went to Tech. As to your question, I haven't seen a Furr's grocery store since the mid 90s. A chain called United either bought them out or took over their space. There is still the Furr's cafeteria though.

Anna

May is Brain Cancer Awareness Month!

 

[ebj5883]

I'm from Texas & am going to have to consult my pal Google as to what meijer is. I also mean no disrespect to anyone, I'm just stating a fact here. I have never seen a caucasian employee any time I've had to go in any metro store around here, only hispanics. One of them that works in a satellite store will ask people that come in if they are rooted, if they tell him no he offers to do it for them..........for $50!

Anna

May is Brain Cancer Awareness Month!

Funny enough, I had an employee at my local store suggest that I root my phone as well. Their own employees suggest measures which void the warranty on your phone. I don't know if such a suggestion from an actual employee would grant any of us an exception if and when it came to a warranty replacement (as in simply stating that we didn't know any better) but with all the warnings out there from any rooting program, it's made pretty clear that doing so will void your warranty. I just wonder if an exception would be granted since their own employees are suggesting it. I'm no business major, but I took one class as an elective, and my intuition leads me to believe that this could work, considering it's the company's responsibility to effectively train their employees. Just based on my limited experience with MetroPCS and their employees, clearly this isn't happening, but it doesn't clear them of their responsibility to train their employees. That being said, it would still be one hell of a headache to pursue if it ever came to it