To: One Mobile LLC Store #17, Manager: Emanuel To: Metro PCS Customer Service To: Metro PCS Corporate Headquarters Re: One Mobile LLC Store #17, Manager: Emanuel Re: Metro PCS Customer Service Re: Metro PCS Corporate Headquarters Two days ago, I got a Windows Lumia from your store. I wanted an android to replace my old one, but this was heavily pushed on me with the promise I could return it if I didn't like it. The phone isn't for me. It downloads files to some hidden, isolated storage, and has poor call quality. I really only need an android. I decided to troubleshoot the device first, and called your customer service, where I spent an hour and a half on hold waiting for supervisors, and trying to get it working. It didn't. Over the course of about 9 calls, I went through the motions of calling, asking for a supervisor, being asked to verify, explaining the situation, and being asked to hold before being disconnected, and calling again. Eventually, I actually got a supervisor, and explained the situation to her, and she said she would transfer me to an agent who could look that up for me. A little aghast, I blurted, "You mean you're going to put me back through everything I've just been through, just to get hung up on again??" "Exactly" she said. As it was the VERY next day, (yesterday) after purchasing the phone, I called to ask about returning the phone to the store where I bought it, as promised. The person on the other end said I 'might' be able to return it, if he saw the phone, and agreed, and he listed off just a couple phones he 'had' that I 'might' be able to exchange it for 'if approved', which sounded like they must be refurbished. I was non-plussed, and decided to call customer service again to troubleshoot, but after another 45 minutes, was finally told I should be able to return it to the store, I just needed to speak to the manager. I called back, and the same man answered. I reminded him of our conversation regarding the replacement of my phone with a refurbished one, and asked if I could speak to the manager. He said he was, and I asked if I could just return the phone, and he told me I could return it if it had less than an hour of talk time. This seemed odd, but I'd just spent 2 hours on hold with your customer service, trying to troubleshoot the very issue I was having, and I asked if this would really count against me in returning the phone, and he said "Yes, you will not be able to return that phone because of the call with customer service" The person who sold me the phone told me I had seven days to return it, and I asked him about this, but he just repeated I would not be able to return it. I thanked him, and said I would just follow up with customer service regarding my concerns, and could I have his name and employee number to reference. He politely said "Yes.", and then hung up the phone.. Surely we had just been disconnected, so I called back, and then again, getting no answer before a woman picked up and, when I asked for the manager again, said he was 'in the bathroom'. I asked for the manager's name, and after a moment, got "Emanuel". There is no employee number, but he manages store 17 at 50th and Federal, in Denver, CO. I'm very upset at being lied to, and stolen from. I can't believe you are ripping me off this way, my customer experience has been terrible, and I am very unhappy with Metro PCS. I called customer service again, and finally got a hold of a supervisor, "John, 304610", who promised he would find out what phone they could send me, (refurbished?) and would DEFINITELY call me back in an hour, I could count on him! This was yesterday. All I want to do is put it back, the phone's hardly been used, and everything is still in the box, but it's becoming obvious your company has pawned this phone off on me, and won't be taking it back. I am unhappy about your false promises and claims, and lack of loyalty to your customer. I am unhappy about being conned, and taken advantage of by your associate. I am unhappy about spending two useless hours on the phone with your company to fix my phone, only to be told this is why I can't return this useless phone for a crappy, used, refurbished one! I was very upset, and wondered if there was anything else I could do. Over repeated calls, I was given 5 numbers for corporate, one in Irvine, three in Dallas, and a toll-free one, all of which only routed me back to customer service. Finally, I was told by a supervisor there IS no way to call corporate! With Metro PCS... -You get what you pay for. Be advised.