METRO PCS

I filled out the information online concerning my customer service =

experience and online dilemma. I wanted to confirm you received my =

compliant. I posted it about 5 minutes ago but did not see it on your =

site. I used the email address Email User

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My cell phone was stolen on Atlanta's transit system last weekend near =

the Arts Center Station. I filed a report with a MARTA officer. It is =

not my intent to expound on the theft. I did venture to MARTA's Lost and =

Found center at Little Five Points. To no avail, no cell phone was =

returned. The thief needed my 4 digit pin to use the phone. Therefore, I =

can still retrieve my voicemail messages and the phone is obsolete for =

the thief.

After perusing the internet, I decided to order a new phone and cell =

service with Metro PCS. I ordered the phone online between 12am and 1am =

online September 5th. The system took approximately 2 minutes to =

"process" yet I never received a confirmation email. When ordering =

merchandise online I always copy and paste my order form and print or =

save for my records. Please do not confuse my order form with an order =

confirmation form. I examined my copy and all of my information was =

correct. I checked my email in the morning for a confirmation email. I =

had none. I checked my online AMEX credit card statement and it showed =

the monies for the cell phone debited. The charge was not a pending =

charge. I spoke to AMEX rep. to confirm the completed transaction.

My dilemma is with the "customer no service department" of MetroPCS. =

They do not have a record of the transaction. I was on the phone for =

approximately 94 minutes with several representatives who lack the basic =

skills of critical thinking.

I have never spoken to representatives who are like robots reading from =

a script and antagonistic in tone and phone demeanor. I initially spoke =

to Jaime. Jaime promptly transferred me to some outsourcing company =

called "Bill Matrix".

Rita the Bill Matrix representative promptly told me she only handles =

monthly cell phone payments. I then again, spoke to a MetroPCS rep. =

David who was no help and spoke to ebonics. I do not think he even =

understood what I was trying convey. He wanted me to give him my =

confirmation number and call the number on my confirmation email. I told =

him several times I never received a confirmation email.

I spoke to Lisa who made light of the situation and thought it was =

funny. She attempted to be disparaging until I let her know I was taping =

the phone call. She claimed she was attempting to locate an 800 number =

for me to call to confirm my transaction. It took Lisa 12 minutes to =

tell me she would need for me to order another phone with her now in =

order to retrieve the 800 number.

Lisa constantly placed me on mute and made a few slips of the finger. =

Her slips included telling a co-worker she hopes this woman hangs up so =

she could go to lunch. Lisa told someone she (me) will have to wait that =

much longer for a supervisor (for making her miss lunch with Shronda).

After about 10 minutes, I finally spoke to a manager named Margaret in =

Dallas, TX. Margaret makes the other representatives look like Mensa =

members. I am not joking. This woman was incapable of actively listening =

and basic problem solving. She insinuated I did not make an online =

purchase. I told Margaret I would give her any information to confirm my =

AMEX transaction or even fax my online statement. Margaret had a =

defensive attitude and simply would not listen. It took about 10 minutes =

to get her to understand I was a new customer and not trying to pay a =

monthly bill. As the conversation progressed her tone became abusive. I =

had to plead with her like a defense attorney pleading for life instead =

of death for a client. She stated 7 times during the conversation, "I =

really do not think I can do anything to help you." She also reiterated =

several times that she did not know what department handled "online =

mishaps". She said maybe AMEX can help you. I told her I had no =

intention of bothering nor disputing AMEX for an issue that has nothing =

to do with them. I told her it is imperative I receive my merchandise. I =

also told her I would do everything legally and within my power to hold =

MetroPCS accountable for their actions. Margaret became even more =

fluttered and incoherent. Margaret took my name and number. She claimed =

she will email a department about my dilemma and call back the next day. =

I do not think she did anything. I have yet to receive a call back and I =

doubt I will receive my cell phone by Friday.

Please I seek your advice and suggestions. Thanks!

P.S. I searched for an email address for MetroPCS to send a letter about =

my experience.and found nothing. I would love to send Roger Linquist's =

executive assistant a copy of the 94 minute conversation or an email.