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Metro Customer Service Rules

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  1. ShlomoX

    ShlomoX Member

    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.

  2. PlayfulGod

    PlayfulGod Well-Known Member Developer

    Thats rare lol
    ShlomoX, sammyz, jpizle and 2 others like this.
  3. Matthew83

    Matthew83 Well-Known Member

    Very cool. I sure hope I don't have to contact Metro support but if I ever have to hopefully it is good as your experience.
  4. ShlomoX

    ShlomoX Member

    I posted solely to share the experience but I thought it was funny that I write this big story, guy chimes in with three words, and he's the one getting thanked lol life's not fair lol
  5. dewolfe09

    dewolfe09 Well-Known Member

    There you go lol
  6. sammyz

    sammyz LG Whiz Kid Guide

    That guy is well known everywhere :rolleyes: he's a dev and works on many phones, a lot of them being metropcs and cricket phones and some mid-high end phones on other carriers.

    I do like your story though, a lot of carriers will not do that, but then again, other carriers don't get these issues to begin with 9 out of 10 times..
  7. ShlomoX

    ShlomoX Member

    Now I'm getting thanks just out of pity lol
  8. eljefe0000

    eljefe0000 Well-Known Member

    u sure u dont work for metro. ive emailed metro gone to corporate stores filled complaints with bbb and they never ever replied to anything let alone a phone call i dont know this sounds like something out of bizzaro world
  9. sammyz

    sammyz LG Whiz Kid Guide

    Yeah I also find this hard to believe.......where do you live?
  10. ShlomoX

    ShlomoX Member

    Sammy you liked my story a minute ago and now your calling me out lol

    I did what I always do when I believe I'm justified as a customer, get to the right person, be reasonable and polite, friendly where possible yet firm throughout and for follow up to be persistent without nagging. My objective is for the person helping me to be on my side and not think I'm a dick and so have a small stake in my issue being resolved. Maybe you're right and it's all in the approach.
  11. sammyz

    sammyz LG Whiz Kid Guide

    Lol you have good reps where ever you live. I believe you, but most of the time carriers don't do anything.
  12. THE W

    THE W Well-Known Member

    cool story bro!

    i've had one issue with metro and that was upgrading from the $60 to the $55 plan. the website didnt pro rate me correctly. i did an online chat with a rep and they took care of it quick and easy.

    thats the only time i've had reason to deal with customer service as i've had virtually no problems with metro for the 2 years or more i've been with them.
  13. SipDude

    SipDude Well-Known Member

    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.

  14. sammyz

    sammyz LG Whiz Kid Guide

    @SipDude, I don't remember if you did try my unbrick guide our not....well maybe you won't since metro is just letting you slide until voicemail does work :rofl:
  15. martyn357

    martyn357 Well-Known Member

    ...and then he awoke from his deep, deep sleep :D

    As my wife says, MetroPCS (Metro Pretty Crappy Service)
  16. sammyz

    sammyz LG Whiz Kid Guide

  17. SipDude

    SipDude Well-Known Member

    Hey Sammy, and everyone. happy holidays. Sammy, yes, tried the unbrick guide you had posted with no luck.

    However I just got in from my local Metro store. (Yup, credited for another free month as the voice mail icon still isn't reliable.) I see it on the rarest occasions yet have voice mail most evenings with no icon. Shrug.

    I'll be going on 6 months without paying for any service. Still a great phone though. I use it for a GPS, stream Pandora, Netflix, and will be tethering my soon to be Rooted Kindle Fire I got for the holidays from my G/F. (Why she got me a Kindle, I'll never know.)

    Again, I can't stress how nice this phone is but how lax the Metro support team has been. I was only in the store for about 10 minutes today. (Long enough for them to credit me my free month and explain to the new assistant manager that my issue still hasn't been resolved - hence the credit.) He even appoligized for the hassle and assured me someone would be working on it. ((Sure-Whatever.))

    I left wishing them a Happy New Year and that I'd see them next month sans voice-mail icon indicator.
  18. sammyz

    sammyz LG Whiz Kid Guide

    Well, this just comes to show that customer service with Metro does rule :rofl: and yea, you're gonna flash CM10 on your tablet, aren't you?? Lol.

    Happy Holidays! :santaclaus:
  19. SipDude

    SipDude Well-Known Member

    Actually I'm thinking about having my g/f return the Kindle Fire and I'll get a Nexus 7. (A much better tablet. - One that I don't even think merits rooting as it is pretty open to begin with.

    Now, If I can only think of a nice way to let my g/f know she got me the wrong tablet. (It's the thought that counts.)

    Happy New Year!
  20. sammyz

    sammyz LG Whiz Kid Guide

    Here's the Nexus 7 forum if you get one: Nexus 7

    It's a great community over there, and make sure you read the sticky's before flashing a new ROM, the most important one being this one:
  21. gbiggie

    gbiggie La patience et le pardon VIP Member

    Moving your thread over to the Metro PCS forum :)
    sammyz likes this.
  22. Jaimie

    Jaimie Member

    I came to the forum to begin researching problems and found this thread.

    I've been with MetroPCS for just a few weeks. Loving the Samsung Galaxy S3 and service is "good" just about everywhere EXCEPT at my home. I had several issues with in first few days and called CS MANY times... horrible experiences!! I am kicking myself for not researching about the company before switching carriers.

    I have two very big issues. One is that the cell signal and 3G/4G SUCK inside my home, but yet is GREAT in any other building I am in (even banks and Sam's club where I would not have service with Verizon!) The answer is that I am smack dab in the middle of 2 cell towers and getting weak signal. No resloution. Have to use Wifi calling app (Joyn) at home and it is is spotty at best! I don't get texts till hours later sometimes.

    Also, a crazy issue that I cannot use my home phone to call my cell phone. The call does not show up on missed calls, rings via land line end 3 times, silent for about 2 rings and goes to VM. Takes VM 1/2 hour to show up! They cannot figure it out. Metro says its my home phone problem, and Home phone says its Metro issue.

    Will be posting my issues in other area when I find the right spot. Just figured I'd weigh my 2 cents abotuthe level of CS. Very disapointing!
  23. OcalaFlGuy

    OcalaFlGuy Well-Known Member

    Try taking it to their Facebook page. The seem to react quickly there and if they call you from that, the call's from Dallas, not Bombay. Someone here clued me in on this and it worked fine.

    Bruce in Ocala, FL
  24. Jaimie

    Jaimie Member

    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....
  25. bbfugitive

    bbfugitive Well-Known Member

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

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