I am a Metro PCS customer and recently received a text stating I could switch to t-mobile and get a better plan and a better phone financed with 0% down.
Decided to go with my wife who is a Sprint customer. When we arrived to this store, there were 4 employees and, after explaining what I wanted to do, they all gathered around the computer and explained that the best deal they could offer us was for me to simply join my wife's existing Sprint account and we could choose to either get a free device (google 4a 5g) or a free line with unlimited phone, text and data.
Great! Not only that! If I chose the free line, I would get 50% off on the Google pixel 4a 5g through monthly bill credits. Even better! So we went for the deal for the free line and the phone at 50% off. It was such a good deal we decided to get a matching new phone for my wife.
We had already been in the store for a while, and they were taking a long time setting up the new phones when they finally informed us that they could not activate the phones they had under the existing plan, so they needed to order the devices and have them shipped to the store. They'll have them in about 3 days. They charged almost $90 to my debit card for the phones sales taxes and fees and said they'll call.
Almost a full week later, they finally got the new phones in and when we went to pick them up and activate our plans the story changed dramatically: Not only were we not getting a free line, the added line was capped at 2gb of data and was way more expensive than my current unlimited Metro PCS service . They were very sorry.
No problem. Let's then take advantage of choice #2: the free Google Pixe.....NOPE! no free line or phone (as originally offered). Just a fraction of the service I currently have at literally more than twice the price.
I decided to cancel the deal and get my money back. Justin, the manager (who was present when the original great deal was offered), was very apologetic and took a long time trying to cancel the deal.
At the end, he had to process the phones as if we had accepted them and then returned them. They kept the devices and we will receive return boxes. We then have to take those boxes back to the store so they can ship them back .
The icing on the cake was the fact that Justin, the manager, tried to issue a refund for my initial payment of $86.66, but only generated a refund of $63, explaining he could not give me the full amount back.
After my insistence that I get the full amount I paid he promised to contact hq and solve the issue.
Very disappointing experience and poor customer service. They had to deactivate and reactivate my wife's phone because of the ordeal. We are bracing for her Sprint bill because we don't know what they did or if they know what they are doing. read more
