Complaint Review: MetroPCS - Rockford Illinois

 Karla the reason I keep responding is I keep offering to help you but you keep going back to how the call timer was over the hour by an employee and how phone was dropped by an employee and how you have proof of the call timer with picture, and a picture of your boyfriend phone being fine now. Karla we got your phone working during the time you left your phone with us. Also the damage on both phones were documented and we have video in store to show it. Karla you could submit the picture from your exchange phone with a good screen, and call timer from the exchange phone or another phone. You could say pictures are from first phone but Karla Metropcs keeps all documents of when you stop in by stores, call customer service, and video surveillance in stores. All show your boyfriend admitted to dropping his phone, you and your boyfriend admitting to the over the hour talk time on your phone with video surveillance in store, and you and your boyfriend admitting on how you don't know how your phone LCD was damaged before any employee touched your phone. Karla we have programs to help our customers and we try to keep our customers. We have been here for a while and Metropcs deals with a lot of customers. But the policy is clear regarding getting threats from customers and that's why we were not able to help better. Karla I understand your frustration and to make a issue over a phone it's not my intention. If your phone or boyfriends phone is not working or your boyfriend LCD is still damaged please come to n main I would like to fix the problem. Once again I do apologize for what has happened but the cursing, threats and driving by my store slowly did not help the situation. But let's start fresh or new beginning. I hope I could help with any phone problems you may have and please stop by I would like to see what I could do to make your metro pcs experience better.

 It doesn't matter..the truth is the truth. And you are lying Mike. You were referred to by your employee as Mike. This whole thing is shocking.. Question, where is your rebuttal regarding my phone being over the 60 minutes talk time? My bf left the phone with you people. Did you have my phone from 10a-2p? My bf brought his phone in and never damaged his screen..he just ripped the screen protector and purchased a new one the day before. Nothing to do with my situation. I will be happy to upload a current pic of his phone.. Nothing wrong with it. I never dropped that phone period. I was babying the heck out of it. What happened to your rebuttal of me dropping it from a roof? And to address you indicating that I am driving by slowly and pointing?? Not once.

And threatening to beat you?? Not once. I told your employee that he has morals and should not allow himself to stoop to the level his boss is making him. Also, corporate was not even in the picture advising the store to only replace with a refurb. I will be happy to show my call log sir from 12/6 to 12/9. And the calls on 12/9 will indicate when you called during me being at work. And phones being left for 6 hrs. Again, no thank you for your customer service. Please. Stop lying. It's not that serious, I would've bought me a brand new phone had I dropped mine. I wouldn't of tried to be a snake and get it exchanged. Not my character. Ask anyone that knows me. Good luck in your future endeavors sir..

 Dear Karla, No one wants to give bad service. The metro policy is made to make the customer experience better. Yes your boyfriend boyfriend was damaged with a crack, and your phone was also damaged. LCD from the top was damaged. The location on 2nd may have done a phone exchange but at the location you went it did not have a refurbished phone exchange. I have repaired and exchanged many phones, and corporate office when I called them advised me to not to exchange or return due to both phones being damaged. That's why offered to look into repairing your phone since I did not have a refurbished phone for exchange. But my supervisor advised me not to help you or your boyfriend until you stop driving by my location and pointing at me slowly and stop threatening to beat my a**. In the past I have purchased electronics or accessories such as premium head sets from other companies and sometimes they will not return the product I purchased from them due to the damage on the product, and I have not threatened to beat the store employee or drive by their store slowly pointing. I have tried to get other options from that store, but I was not able to provide the other options to you or your boyfriend because when you or boyfriend heard I can't return or exchange the phone since I had no refurbished or used phones, you would go straight into threatening me or driving by my location slowly. Please put your self in my shoes, if your store employee in a cell phone store, and you get a customer that has two damaged phones, and your policy does not allow for returns or new phone exchanges due to damaged phones, and you do not have any refurbished or used phones like another Metropcs. Then you help the customer by trying to get the phone to make phone calls, texting and search the web. But then when you return the phones to the customer and they start threaten to beat you, and come around the counter, and drive by the store slowly pointing. Would you continue to help or refer them to customer service where you can't beat the customer service or drive by their workplace since their out of state. I understand your upset and like I said I would like to help you with your other phone that's damaged. I know one phone got replaced and you still have another damaged phone. If you and your boyfriend would like. I could look into repairing the LCD, or getting another phone refurbished phone from another store like n 2nd. The refurbished phones look like the new phones. Box, accessories, phone warping and they come from an approved company that Metropcs approved. Once again I'm sorry for the misunderstanding. My name is mike and I work at the location on n main.

The day I brought my one phone, I was leaving work, in the office and it powered off and back on and saying unfortuntaely google services has stopped. I sat there with you for 30 minutes and WE did a hard reset. I purchased Sunday evening and worked Mon, Tues, and Wed. No way I was over an hour unless calling 611 deducted my hour. Which you dismissed me by advising me to call. Which I did, and the rep said go to store where you purchased since it's 3 days old.

Dropped from roof?? I did?? I'm a female and work in an office setting. Seriously? My boyfriend's phone, maybe lol. His phone was not the phone with issues, it was my phone, my issue.  

So, something I found out even after this was written, was MetroPCS (MIKE) advised you to keep my phone. So, the following day, my boyfriend (while I was at work) brought my phone in and said I was still having the same issue. He was told that he had to wait until Mike came in to look at the phone. My boyfriend not thinking people could run a business like this, agreed and left my phone with you guys from 10am-2pm. So, no wonder you had the call timer over 60 minutes, and probably intentionally dropped it to make it looked damaged as well. My call log will indicate.

Nobody even got ticked, until this had all occured. Wouldnt you??

This is no way to do business... very unethical. So, the store in Loves Park saved the day whom is not connected to you and indicated the only reason they believed us and fought and called corporate was because the owner of that location and the State St one is very unethical.

Please keep in mind, when leaving work on 12/9/15, I went into the store without my receipt and box.. if I was aware I damaged/dropped my phone..why did I not bring the stuff in right then, and demand an exchange? I allowed you to "look" at it, do a factory reset and send me on my way to call 611. Make sense? Exactly.

Not sure why you are lying..

All over $120 phone..

 I'm sorry for the inconvenience, I'm the employee that assisted with the purchase of the two phones. It bring me joy to help customers with their phone purchase. The day you tried to return the phones I was not able to refund or return the phones due to the phones having over one hour talk time. The Metropcs policy states phones must be returned in original condition, under one hour talk time, with packaging, and under 7 days. The phones you tried to return were over one hour talk time, had a crack in the LCD which you said you dropped one of the phones from the roof, and the other phone had a crack with signs of physically damage such as dents. I referred you to customer service to see if the warranty will be honored since you had two phones over the talk time and damaged LCD. According to the notes customer service left on your account you did contact them and customer service recommended that you contact the manufacture of the phones for other options since the Metropcs warranty or return policy is void since both phones are over the talk time and had phone damage. Also the phones were factory reset but the life time call timer did show over one hour talk time for both phones. I tried help by at least getting your phones to work by making phone calls, sending texts and searching the web. I was successful at doing that since your phones did work when you left my store even with damaged Screens. Instead of understanding the policy and the help I provided, you started to threaten to beat me, and you tried to come behind counter to hurt me, and then you started to curse me out as you were leaving. You continued to return to my store days later and curse me out, and you drive by my store slowly and point at me. It's not my intention to upset you or not return your phones but your phones were damaged and outside the return policy. I do apologize for what has happened, and would like to see other options for you. Possible getting you into other phones with a deep discount or I could contact the manufacture on your behalf and see if they could repair the phones for a small fee since the damage on the phones do void the warranty from the manufacture.