Metro PCS Tip from Ina (previously, unintentionally-- anonymous)

 by Ina (previously, uninten... - 1 year ago

“The real problem is that if a customer has a square peg issue that doesn't fit neatly into the round hole system for resolution, you are in for a mega frustrating experience. The circularity of the automated system will make you feel like a dog chasing it's tail. To get a live representative on the line is truly a test of one's patience and tolerance. The call may be disconnected by the system or an agent too. Many of the agents, whether it be at a dealer, corporate store (this adds to confusion and difficulty) or on the phone are misinformed or have no authority to deal with square peg issues. The corporate HQ phone number just feeds into the automated system as well. Forget Undercover Boss, the cadre of the upper eshcelon elite should try out being a customer with a square peg issue and use the sytem they have in place to get resolution. I posted (double post, my apologies) METRO PCS SHAME ON YOU here the other day as well as facebook, my yahoo blog and not stopping there. For updates to this saga you can go here: http://profiles.yahoo.com/blog/NAZPIYYJR7Q345W6EA54JM46U4?eid=yzQk8QtknntQVN58Nkvour.PKd4YH10iEfY3LK1hlyn9xPlMUQ Use of the cs email address for contact listed on gethuman will result in the postmaster returning it as undeliverable. You can google Metro PCS BBB Dallas and get corporate address, phone and fax #, as well as the names and titles of the coporate bigwigs. I would try (lowercase) first initial, no space, last name @metropcs.com as a means to contact them or first name, dot, last name @metropcs.com. Remember that if you yell, fling expletives or otherwise act in a manner that would embarrass your mother, then don't be surprised if you aren't taken seriously. The consumer has to take some responsibility for understanding the terms of the plan they choose, warranties, etc, as well as asking pertinent questions before they accept any agreement and sign the contract. I don't have a degree in business or marketing, my degree wasn't conferred by an elitist school that affords me the contacts and resources that are inherent in that arena, nor do I have expertise as a tactician-- but it seems that Metro PCS targets a niche market without considering the secondary market that could, if they were attentive, bring in HUGE revenue steadily. However, by having a system and protocols in place that are alienating to the consumer, they will see that the people who make up that secondary market leave in droves, never to return, do what I am doing by getting my satisfaction out there via the net. There is a Business Week report from 07/09 that speaks to Metro's fall in user satisfaction rankings: http://www.businessweek.com/the_thread/techbeat/archives/2009/07/metropcs_falls.html I am keeping a file of all my posts (gotta love copy and paste, save to desktop) to document my odessey, keeping record so I can easily pass it along. What businesses have to understand is that what is posted online does not simply go away and has an incredibly broad reach. Ultimately I will present this documentation, complete with the url links to the cadre of elite by fax, email, snail mail. Like I said, I won't have to raise my voice to be heard. I am borrowing transferrable military tactics to do battle and sharing with you. Your tuition cost is free. ****Update**** Just as I was copying and pasting this post as part of my records of documentation, I was called by the regional Sr. Customer Service Operations Representative with Metro PCS. It was a good and satisfactory conversation, I read to him what I wrote here, apprised him of my other postings. I spoke with him about customer service, the metro calling card, getting information to the dealers, corporate stores filtered down such that everybody is on the smae page, and broad ideas for improving the user friendliness of their website. I will be emailing it all to him to forward up the chain of command. He assured me that he would contact me at a later date to update me on how my ideas were received, if and what changes will be implemented. Should that occur, of course, I will post the update as well. ”