- Report: #534373
Complaint Review: MetroPCS - Internet
Reported By:
Ricardo -
Whittier, California, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
MetroPCS
Internet, United States of America
Phone:
Web:
www.metropcs.com
Categories:
Business Rating:
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MetroPCS punish users of flashed phones, Internet
Even when MetroPCS is offering to provide service to almost ANY CDMA cellphone coming from other company and they charge a fee to activate the phone into their network they actually are chasing the users of those telephones who are having access to the internet and blocking their access even when the customers are paying for the service.
I been using a "Houdini" (they called Houdini to any non-metropcs handset) for more than 1 year with Internet access. At the beggining of this year I decided to add 2 more phones into their family plan until I noticed the new one ($30 cheaper) few days ago. I tried to move my account but it was impossible, they forced me to buy a new handset to do it and finally I decided to make separate accounts and I closed 1. Now I have 2 different accounts with MetroPCS and 1 with Total Call Mobile.
For some reason, my primary phone, the "Houdini" lost all the extras on the movement, and they reduced my account to the minimum one with almost no services. Then my wife called them to try to recover my previous services but the result was catastrophic, they cancel my access to the internet even when I have the internet included on my plan.
I called them few minutes ago and the person on the phone said: "the houdini phones are not capable to connect into the internet because they are using different technology". Even when I tryed to explain her in 4 different way how my phone was connected until last night and was able to perfectly browse the internet she was closed on her script. Then I asked if MetroPCS is punishing the users of other brand's phones because we're not spending hundred of dollars on their cheap and bad looking phones avoiding us to use the internet and she went back to her script. She also directed me to the website to read about the limitations on the houndini phones. Of couse she have no idea about the exact web address.
Finally I ask her to move my plan to the expensive one and bumm.. I have Internet!!
But now, I been paying for the Internet on my previous plan and I had no access, then this means MetroPCS had forced me to get the more expensive plan just because. Even when is only $5 more, they have to provide what they have on their advertising. Then they are failing with the service.
All this nightmare starts when I tried to move my number to another carrier and MetroPCS block the transfer of my number.
This company sucks!! I had no choice other than stay with them because I had a lot of advertising with my actual number, but as soon as I can I will move out of them.
2 Updates & Rebuttals
Ricardo
Whittier,California,
United States of America
Answer to Ex Employee
#2Author of original report
Wed, December 09, 2009
"well she did by restricting internet... but i mean she didnt do it because she was angry or something. we are trained to NOT allow $45 plan feature or higher on those phones and that if we see it we are to lower it to the $40 plan. the same applies to them not being allowed to have $30 or $35 plan either. its part of the terms of service for flashed phone"
http://www.metropcs.com/plans/default.aspx
MetroPCS $40 plan include (with others) Unlimited Web Access - According to the law if you have it advertised you have to provide it unless you write a disclaimer and quote it on the advertising. And if that is the point that means I been paying extra $10 for 14 months.
"im sure the store prob told you you can have a higher plan... a lot of stores dont know... "
I got the $45 plan not from the store but from the customer rep. mentioned on my report.
But other than to blame the employees, I'm asking why we have to buy an overpriced cellular in order to have a service? is clear how any compatible CDMA phone can acces their internet services, is nothing related with technology is mostly related with to force customers to buy their handsets instead of to have the choice to use any other one. And this is the main point.
Phox
columbus,Ohio,
U.S.A.
RE: MetroPCS punish users of flashed phones, Internet
#3UPDATE EX-employee responds
Wed, December 09, 2009
Hello, i am sort of an ex employee of metropcs. i worked in a call center doing customer service for them.
i would like to first state i do agree metropcs is not the best cell phone company in the usa... not the worst either. the biigest issue being that most people do not read fine print or terms of service anymore... sometimes its not even fine print and people still miss it.
i would first like to point out this:
"Even when I tryed to explain her in 4 different way how my phone was connected until last night and was able to perfectly browse the internet she was closed on her script."
the CSR's actually do not get scripts to read. i know what your talking about as i worked for a call center that did and currently do work for another one that does. the onyl thing scripted metro uses is "its another great day here at metropcs, my name is xxx, id #xxx, how may i help you" & "were there any other questions (if no move on), thankyou for calling metropcs"... it went something along those lines... other than that its not a script. which is why they make so many mistakes and ghive out false info... because they are not told what to say so they do they're best.
now onto your main issue... flashed phone, non metros, houdinis... whatever you wanna call em. by terms and conditions they're not supposed to be able to support internet... the csr had nothing to do with it... well she did by restricting internet... but i mean she didnt do it because she was angry or something. we are trained to NOT allow $45 plan feature or higher on those phones and that if we see it we are to lower it to the $40 plan. the same applies to them not being allowed to have $30 or $35 plan either. its part of the terms of service for flashed phones
http://www.metropcs.com/metroflash/
thats the page that has most details (for consumers) on metro flash... if you read the line that says "Then you'll get unlimited talk and many other great features for $40 on our state-of-the-art network.". now look at their plans... $40 gets you
taslk, tetx, long distance, voicemail, call id, blah blah blah not web or pict mail or any of those $45+ plan features.
im sure the store prob told you you can have a higher plan... a lot of stores dont know... i had the fun of talking to a store employee and i told him the rule.. he had informed me that they hadnt even known... this wasnt a corp store this was auth dealer.
so on behalf of the company i apologize for the troble you had... but it is the rule they have to folow them.. in the stance of if i still worked there... if i was to let you stay on higher plan or keep features your not allowed to have.. i was get a bad grade on my report (employyees are hired to listen to a select few calls of each rep and grade them). if i get a bad grade that hurts chances of promotion and could get me fired... so the people were just doing their job
