Vip Wireless

In my entire life I have never been treated as badly as I was at this Metro PCS store. After my experience with Marlene I was seething for hours.
After getting a warranty replacement phone she told me there was no warranty on the phone and if I had any problems I had to go to the main store. When I got home I was told my phone doesnt work and, sure enough I couldn’t call out. I called the store and said the phone won’t send or receive calls. Lucky me, I get Marlene again, and like a robot, with no concern, she repeats that I have to take the brand new phone to the main store. Wait a minute, are you kidding me, you gave me this phone an hour ago. Again robot girl, with no concern, says take it to the main store.
Well, I called customer support. Most helpful, simple solution ever. Wait two hours and your phone will become active. Everybody probably knew that except me. Maybe robot girl could have told me.
Here’s an idea. Let’s close this store. Customer satisfaction with Metro will skyrocket. When miss notsohelpfull is out of work she could go to school on product knowledge and customer interaction. Zero stars folks. Zero.

This is a tiny Metro store next door to UPS at the big Monterey Road plaza.
Came in today because my boyfriends phone randomly stopped working. We walked in and waited for about 15 minutes in complete silence without being acknowledged when we walked in.
The ONE employee working finally signaled that she was ready to ‘help’. Upon inspection of the useless phone, she stated the obvious that the phone was no longer working. My boyfriend then explained that the phone was less than a year old and under warranty.
Despite this, she told us that he must pay a $ 15 fee to replace the phone EVEN THOUGH he has a warranty. WTH. Isn’t a warranty supposed to protect you from your phone randomly frying? I’d understand if he dropped it and it didn’t work but this was obviously a software error.
He agreed to pay the $ 15 for a new phone. Then, she informed us that it’s actually $ 45 for a new phone unless we wait for some process to go through with the company. Ok. So he agrees to pay $ 45 for a new phone and asks if there are any additional charges. She shakes her head no, and assures us that there are no more charges. My boyfriend filled out all the paperwork, and when the time came to pay she says ‘ok that’ll be $ 69. WHAT. What happened to no additional charges??!
I understand that the employees at most places like this have no authority in cases like this so I am more upset with Metro than with the store. Customers should not have to shell out more money when it’s a factory error in the phone. ESPECIALLY when the phone is on supposed warranty!
Boo you Metro. Your phones AND service suck.