Self Advocate- Metro PCS

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Mar 3, 2018
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#1
currently Metro PCS is having an offer that is 2 lines for $80 with unlimited everything and 2 free phones up to $399 with transfer of numbers from another provider. I attempted to do this but was told that my provider-Walmart Family, is on T-Mobile network, the same as Metro PCS. I was offered $50 off each phone and $60 per line. $80 turned into $520 real quick. I declined and left. using the executive contacts here, I sent a polite email explaining the issue and my concerns and wished to see how we could work things out. I sent the email late Friday and didn't expect anything until Monday at the earliest or more likely to be ghosted and that would be it. I was quite surprised to receive 2 emails on Saturday, one from a regional manager and one from a regional VP. I have spoken to each on the phone and they are working on honoring their advertised offer with me.

I have been reading Mr. Elliot's work for years (possibly 10+) and used every piece of advice he gave, polite, clear concise and to the point. non-adversarial attitude wishing only to get what was offered. I provide a link to their web ad and pointed out that there wasn't a disclaimer limiting who was eligible to be included. they agreed with my observation.

at first I was angry at a perceived bait and switch tactic, but waited to calm myself. best advice Chris ever gave. Currently awaiting a call once they get with the branch manager and coordinate the situation.

so far, everything I have learned from Chris and Team have worked out. I will update this as events unfold, be it good or bad.

once again, thanks to everyone here and the work you do to help and protect the David's from the Goliaths.
 

jsn55

Verified Member
Dec 26, 2014
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#2
Well done, Witfull! It is SO difficult to put annoyance and anger into a box and leave it there. But as you see, it's very beneficial! Everybody has a job to do, and being less than polite/charming is not the way to go. "Screaming" at someone who did not cause your problem seems to be the way most people handle issues like this. But as we always say "You want the person reading your letter to want to help you" and you obviously understood every word of that advice - very happy this got straightened out so quickly. Thanks for the kind words.
 
Mar 3, 2018
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#3
just received a call again from the regional manager asking which model phones I wanted to make sure they were available. I also asked for an email concerning the situation incase the branch manager decided he didn't want to play nice, and as Chris always says, get a paper trail.

I have learned through 21 years of law enforcement to compartmentalize feelings and be professional. always deescalate a situation, it always works out better for everyone. I have things set up to go to the store on Tuesday to make the switch. I also told the regional manager that the sales rep was great at the store but her boss was the unwilling participant and wanted to make sure she got acknowledgement for her work. hence my going in Tuesday when she is working, as they work on commission. she earned it.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#5
just received a call again from the regional manager asking which model phones I wanted to make sure they were available. I also asked for an email concerning the situation incase the branch manager decided he didn't want to play nice, and as Chris always says, get a paper trail.

I have learned through 21 years of law enforcement to compartmentalize feelings and be professional. always deescalate a situation, it always works out better for everyone. I have things set up to go to the store on Tuesday to make the switch. I also told the regional manager that the sales rep was great at the store but her boss was the unwilling participant and wanted to make sure she got acknowledgement for her work. hence my going in Tuesday when she is working, as they work on commission. she earned it.
And what you learned in your career about staying calm and giving a rational explanation surely helped you case. This is a great story for us to read.
 
Mar 3, 2018
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Update, more than a paper trail. full commitment in writing. copy/paste from their email.

Mr. ****** (name redacted)

Per our conversations yesterday, we will honor and give you the Switcher Promotion in order for you to port you two numbers over to MetroPCS. We will give you two LG Stylo 3 Plus for free.
I’ve contact the Account Manager (Alex M.) and Account Service Rep (Nick B.) that oversee the authorized dealer located at 29 west white horse pike Berlin NJ. They will ensure the location is aware you will return on Tuesday March 6th to process the transaction. We apologize for any inconvenience you’ve experienced. We’re happy to have you as a customer!
Kind regards,

Eduardo Albarran
Manager, Field Customer Ops


this should bring a smile to the Good news guy and all the Self Help writers. I am still amazed that this all transpired over the weekend. PCS has had its share of complaints around the internet, but if this is how they fix it for those that work with them, I am in. someone point this to Chris, he needs a smile, and Chris, if you read this, we have emailed in the past, and I want to give you a personal thank you.
 
Mar 3, 2018
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#7
another update, went into the store and no one knew anything. produced the email and the employee had to make several calls and finally got things switched over. on the paperwork it was the Promo as described. once home and playing with the new toys, checked the My Metro app and saw it was entered wrong, 1 phone unlimited for $50 second line 2 gig data @ $30. sent email to my contact and he straightened things out to the proper promo.

so, my final analysis is, not a well organized company. I wonder how many folks saw this offer and with out the knowledge of Elliott.org got bait and switched. I am sure I am not the only one. we will see how things go.