You know, it is my job to talk up a storm when it comes to useful technology. At no time should I utilize any cuss words when discussing technology. But, Metro PCS Customer Service, OMG (Oh My God), what is really going on?
On Facebook, within my private account, I've been known for making provocative comments while temporarily losing my mind as a President and CEO. I can hear somebody saying right now, "Oh C. Henry is trying to use that temporary insanity plea, yeah right, we know you Krazy. LOL" Nevertheless, realizing what I've said; we tend to erase the statement minutes later.
Well recently, I was chatting with some of my females classmates about an issue where their profile picture appeared to mysteriously change. During the conversation, a young lady suggested that Facebook themselves were actually changing the profile pictures through some sort of glitch found with Metro PCS Cell Phones that actually access the Internet.
Now, like all good researchers, we tried to confirm a conversation between a Customer of Metro PCS and the company by calling 1.888.863.8768 first, then calling 1.888.863.8768 second after 8:30 p.m. EST on a Saturday Night January 22, 2011 to no avail.
WOW! All we got was an automated machine voice that constantly lied to us about getting a "Live" person on the line. Now, if there is a glitch with Metro PCS phone and Facebook Profile Pictures changing on their own, we can't confirm or deny it.
But, we can confirm that Metro PCS should do a better job informing their customers that nobody is at "Home" to help them, instead of sending them on a wild goose chase.
What do you think?
Sign,
C. Henry Adams
President & CEO
Broadcasting Interest Enterprise, Inc.
Stay in touch with BIE Media Group: http://biemediagroup.com
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Metro PCS in my opinion has the worst customer service people I have experienced in years! As the president and CEO of my own company, having been an executive at the largest Bank in America (you can guess who they are) I'm sensitive to unfriendly and poorly trained customer service people. They make or break the company and customer’s impression of the company’s culture. Well, with MetroPCS you get what you pay for. Decent cell service with some glitches from time to time but HORRIBLE customer service when you have a problem!
ReplyDeleteI had the unfortunate need to contact MetroPCS for web technical support (customer service didn’t know what was) when I could not access my account online. Now all the major carriers have a website that is, for the most part, accessible, and when you have a problem with their website, they have a dedicated department or number you can call for help. Not with MetroPCS. They list their regular customer service number (888-863-9768) and that’s it. I called and had the privilege or waiting on hold for 20 minutes for a rep while listening to all their various products over and over and over until they were seared into my consciousness.
After 20 minutes on hold, I got a young lady online who kept whispering her name. Now, I like to know who I'm talking to so when they act stupid, at least I know who there are, so I asked her politely to repeat her name, again. Again she said it so low I couldn't make out. I asked her did you say "Linda", "Glenda" or Brenda. She said it again in a low voice “enda”. OMG! I’m sorry Miss, but can you say it a little louder? Now the attitude kicks in and she wants to ignore her name and says in a tone resembling contempt “why are you calling”. I know I’m already in trouble because I can’t even get past her name! So I say "I can’t access my account online and need online tech support for your website, who can I speak to for that"? She replies "you have a problem accessing the internet on your phone?" What? Now I didn't think my question sounded remotely close to her reply, never having used the word "internet" or "Phone". So again I said, "No, I'm having difficulty accessing my online account, but first, can I have your name, did you say Linda or Brenda? Finally she confirmed "Brenda" operator # 10369 with a bark and asked "what's your phone number" and "what's the name on your account (which is my business) which seemed to make her even more annoyed. After giving her my name and verifying my password, again she asked “what's the reason why you're calling?".
Now I have to restrain myself to prevent our conversation from descending into a black hole where I knew I would not get the results I wanted.
After 25 minutes on the phone at 8:30 AM, I’m definitely not calling back and this would have been a total waste of my time, and we know, time is money! So I say again, I can't access my online account". Brenda replies "what online account?” Now I can't make this stuff up, so I’m like, you got to be kidding and though should I laugh or bite her head off. I decide to play it off and chalk it up to MetroPCS poor training or a company that hires minimum wage workers who really could not give a damn. Here I am speaking to a customer rep who does not know that her company has a website or who to transfer me to for web support. I know this call is going nowhere. So now I put on my MetroPCS trainer hat and explain to her "your company has a website, I can't access my account online, do you have a technical department that handles your website". She abruptly places me on hold saying "hold on" not “hold on and I’ll find out” and not in a friendly tone either. After another 4 minutes on hold a recording comes on that says METROPCS IS CLOSE, PLEASE CALL BACK DURING NORMAL WORKING HOURS”. It was now 9:01 AM (EST) November 4, 2011...