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General proof metro customer support will not help

Discussion in 'Android Devices' started by det1726, May 5, 2012.

  1. det1726

    det1726 Android Enthusiast
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    FINAL EDIT: Although my issue has not been solved I have been credited $5.00 which you can see in the final transcript

    EDIT: This is a very long post now that I added the second transcript (which was started directly after the first one) so I apologize for the length but would appreciate any feedback or opinions on if what I am saying to them is sensible or if Im over reacting.


    Please understand my tone with this guy was because I had made 3 other attempts over the phone to have my issue acknowledged and all 3 times I was put on hold then disconnected so I decided to try it through the chat support, Im usually quite humble but they have made that an impossibility.

    FIRST CHAT

    Please wait for a site operator to respond.

    Please wait while I transfer you to 'Omar'.


    Omar: Hello brian, my name is Omar ID number 13459. How may I help you today?


    Valued Guest: I spoke with someone yesterday who filed a support ticket for me


    Valued Guest: I was told that I would have to wait 5 business days for a response and so with that being a friday I will have to wait 7 days
    Omar: I'll be more then happy to assist you with the information of the support ticket today.


    Omar:



    Valued Guest: my issue is that my internet is not working so I want to know how im being compensated for having to go 7 days without a service i am paying for


    Omar: I�m really sorry to hear your web service isn't working properly right now.


    Valued Guest: do you have the answer im looking for?


    Omar: In this case I'm sorry for the inconvenience, but Metropcs does not provide credits since it's a unlimited service.



    Valued Guest: okay Im paying for this unlimited service its not like you knocked on my door and said here have this unlimited service for free so I need to either have this issue solved today or to have part of my billing frozen until you guys do get it fixed


    Valued Guest: excuse my tone but you can put yourself in my position and see where my frustration is more than justified


    You are not currently in a chat session.


    SECOND CHAT

    info: Please wait for a site operator to respond.

    info: Please wait while I transfer you to 'Talia'.

    Talia: Hello brian, my name is Talia ID number 12386. How may I help you today?

    Talia: I'm sorry but I haven't received your response yet. Did I lose you?

    Valued Guest: Hi, I was just speaking to somebody about an issue and instead of helping me he refused to acknowledge my issue and disconnected the chat

    Valued Guest: is there supervisors available through chat support?

    Valued Guest: Are there*

    Talia: I do apologize for this situation. I will be more than happy to assist you.

    Valued Guest: thank you

    Talia: Let me try to access your account in order to help you, Allow me just a moment, please.

    Valued Guest: okay

    Talia: Thank you.

    info: Your chat transcript will be sent to det1726@gmail.com at the end of your chat.

    Valued Guest: are you still here?

    Talia: I verified your account information and I can see that you are having issues with your web service, a trouble ticket was created yesterday in this case it will take from 3 to 5 business days in order to have the resolution.

    Talia: I'm still with you.

    Valued Guest: okay

    Talia: It was a pleasure assisting you today brian. Can I help you with anything else?

    Valued Guest: yes

    Talia: Okay.

    Valued Guest: my issue is that 3-5 business days means up to 7 days since it was filed on a friday without internet i would like to be compensated in some way for not being able to use a service i am paying for

    Talia: I do apologize for this situation.

    Valued Guest: I would like to know the steps that will be taken regarding whatever compensation i will be recieving for this

    Talia: I do apologize but we do not provide credits.

    Valued Guest: let me guess because its an unlimited service?

    Valued Guest: am i close?

    Talia: I really sorry for this inconvenience Brian.

    Valued Guest: can you answer a question for me please

    Talia: Yes.

    Valued Guest: my plan states that for $60 a month I am entitled to unlimited data usage which includes voice calling sms/mms and internet service right?

    Valued Guest: are you still there?

    Talia: That is correct.

    Valued Guest: okay well it seems out of all of those features i am only able to use voice calls and sms but I paid my full $60 for the rest of the services so how am i not entitled a credit for the days following the time i reported the issue until it is fixed by you?

    Talia: I do apologize but we do not provide credits.

    Talia: You can verify this information under Terms and Conditions of Metropcs.

    Valued Guest: so in more specific terms what Im being told by you is that you have the right to charge me for a service that you are at this time not providing me with?

    Valued Guest: will it say that in the T.O.S.?

    Valued Guest: do i need to dial 611 to speak with a supervisor or can you connect me with one?

    Talia: May I have your contact number is order to call you, please?

    Valued Guest: yes, its the one that is posted under my account...I plan to share this chat transcript with many other people over the internet and would like to keep as many personal details out of it as possible so please contact me through my number on the account

    Talia: Okay, thank you.

    Talia: My apologies for not being able to help you today brian. Do you have any other questions for me?

    Valued Guest: will I be contacted though because this isnt the first time ive been told to wait for a support agent to contact me and never got the call, when can i expect this supervisor to call me?

    Talia: My supervisor will contact you.

    Talia: Do you have any other questions for me?

    Valued Guest: no thank you for your responses to my questions

    Talia: Thank you brian, it was a pleasure chatting with you today, again my name is Talia ID number 12386. Have a nice day!


    FINAL CHAT

    info: Please wait for a site operator to respond.
    info: Please wait while I transfer you to 'Arthur'.
    Arthur: Hello brian, my name is Arthur ID number 12548. How may I help you today?
    Valued Guest: I believe I was just speaking with you I was disconnected
    Arthur: I am sorry to hear that. I will be more than happy to assist you.
    Valued Guest: okay
    Arthur: How may I help you today?
    Valued Guest: I was waiting for the assistance on my support ticket I was supposed to be given a solution by now
    Arthur: Ok let me check your account, one moment please.
    Valued Guest: okay
    Arthur: Thank you.
    Arthur: Thank you for your patience brian. I am still working on your inquiry and will come back with you shortly.
    Valued Guest: Thank You
    Arthur: Thank you for waiting. I'll be with you in just a moment.
    Valued Guest: okay
    Arthur: Thank you.
    Arthur: I am verifying the information
    Arthur: Thank you for waiting brian, I really appreciate your patience. I will be back with you in a moment.
    Valued Guest: no problem
    Arthur: Thank you.
    Arthur: Unfortunately the ticket still has no resolution.
    Arthur: But you will be provided with a $5 credit.
    Valued Guest: well can you update some info that may assist in the probem i can provide the info
    Valued Guest: And thank you
    info: Your chat transcript will be sent to det1726@gmail.com at the end of your chat.
     

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  2. Mexjoker

    Mexjoker I'm Not Real, Doris!
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    Those Ba5tard5! They stole my name. Metro customer support isn't good at all :/

    I'm a thug cause I give hugs because you can't spell thug without a hug.
     
  3. Fuzzy13

    Fuzzy13 Extreme Android User
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    Sorry dude but Metro is right. How are they going to compensate you for unlimited service? What are they going to do, reimburse you with minutes? Are they going to knock off 10 bucks off your bill? Why? It's unlimited. You don't have a set amount of usage to use in a set period so therefore there's nothing to compensate.



    You pay for unlimited. So therefore your NOT losing anything by going 7 days without internet. If you were losing something, then compensation would be in order.
     
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  4. det1726

    det1726 Android Enthusiast
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    I believe through my frustration in dealing with them as often as I've had to in the past two days I became hard headed in a sense and and dragged an unsuccessful guilt trip onto them which didnt allow me to look at my situation any differently than what my emotions towards the issue were.

    and that is why I decided to post because I am not usually so pulled out of character that I become as rude as I was with them so I felt getting the opinions of others who are aware but not directly connected to my issue would give me better understanding of if and how I should pursue this further.

    Thank you for your honest response.
     
  5. Fuzzy13

    Fuzzy13 Extreme Android User
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    Im the same way so I understand. After the 1st guy disconnected, I would have lost my mind. That's why anytime I call somewhere that I need to speak to customer support, I always get their name, Id #, or whatever just to let them know that if you hang up on me, I will own your ass when I call back.


    But regarding your post. Metro customer sucks, thats no secret. But jsut because they suck doesn't give me the excuse to parade your post and agree with you solely because of that.

    Regardless, Im glad you understood I was being honest and giving my honest opinion. Some people just can't handle the truth.

    Chalk up the 7 days and move on. Im sure you have plenty of other life problems more concerning than Metro PCS. lol I know I damn sure do.

    Have a good one. :D
     
    det1726 likes this.
  6. bnb25

    bnb25 Android Expert
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    just a suggestion but could your issue be the ROM you're using and not metropcs?

    Have you tired going back to the stock ROM and seeing if that was the issue?

    I'm right out side of Detroit and I the web on 4g works fine for me.
     
  7. det1726

    det1726 Android Enthusiast
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    Actually I live in Wayne and have noticed that when I am at work (west side of detroit) the problem completely goes away and all is as it used to be but for some reason I just can not get 4g to connect.

    The bars are there and the 4G symbol is as well but no internet connection...It cant be the rom because I have flashed 2 others since the problem began...but I suppose i can try stock.
     
  8. akikhia

    akikhia Android Expert
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    FOR FUTURE REFERENCE if u have my metro disabled *490 is the DIRECT NUMBER TO CUSTOMER SERVICE REP.


    ive had this issue before tried to get compensated and all i can say is they cant do that just because u claim u havent been getting internet. u could have played with your phone and caused that. not saying that u did but it is a possibility and they arent required to babysit us and wait til we make a mistake to fix (in a worst case scenario)
    if they do that i would see it as a courtesy because there are millions of users that didnt have issues but you did. if they were to compensate u youll probably get $7 back prorated.
    theyre not ripping u off like other carriers so they dont have the excess money to make u happy if ur mad. any other carrier has a customer redemption that can do ANYTHING to make u happy and keep u if u decide to cancel service since they have already ripped u off enough to give u back part of what they ripped off u and other customers. just my opinion.
     
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  9. det1726

    det1726 Android Enthusiast
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    You are right and I should have clarified my expectations of compensation were after the 3-5 business days if/when they realized it was on their end and not anything I caused.

    I have in the past recieved compensation through a support ticket.I was billed twice over the holiday which took even longer for them to deal with and so I seperated my wife from my account and they waived a whole 2 months worth of payments (the extra 50 I had to pay to keep my service from being interrupted And her second month)

    Also,although I should have clarified my expectations so too should the agents I spoke with because metro pcs does and will "apply credit"in finding that they are responsible for any interruptions to your prepaid services.
     
  10. redhook

    redhook Android Expert
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    Sure there is, he's paying for a service (phone, text, data) and Metro is only providing 2/3 of that service. Unfortunately, short of a class action lawsuit there isn't much that can be done.
     
  11. justainchoe

    justainchoe Well-Known Member
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    This is true for some cases such as payments that weren't processed correctly by MetroPCS, however I've never heard of them reimbursing for customers not receiving data.

    While you are waiting, I suggest that you call metro and ask if MetroWeb Block is enabled on your account.

    Have you modded or edited any seeing that might've caused you to lose data? Maybe an app or setting?

    Maybe we can troubleshoot it here.
     
  12. det1726

    det1726 Android Enthusiast
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    Web block isn't enabled and I ran through the network using apps trouble shoot to no avail. The only thing that is left to believe is a data outage in my home coverage area, but metro denies knowledge of any issue there, if I force 3g only it works so it's LTE specific.
     
  13. det1726

    det1726 Android Enthusiast
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    OP updated
     
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