Thread: Metro PCS

Does this letter I worte sound ok? I sent this on 01/29/04 and just faxed them to see what is going on, because I only have 5 days left on my unworking phone, bleeped out my information :

Thursday, January 29, 2004
Jenifer Chapin
(***)***-****(My metro PCS number)
**************
******************

To whom it may concern,
I purchased air time and a wireless phone (Kyocera Opal S14) in September of 2003. I believe my account number is ********. Ever since I purchased this phone, I have had nothing but problems with it. The battery wouldn’t hold a charge for longer than 15 minutes. Then the phone would get very hot, as to wear you couldn’t have it close to your face, because it would hurt. Then to make matters worse the antenna will not stay down. I haven’t even had to use the antenna, because I get great reception. So I have no idea why it just comes out. Now it just doesn’t work. I bought a new charger to see if maybe that was the problem, but it didn’t work either.
I have taken this phone in at least three or more times, to have it fixed but with no luck. I went in the first time with my phone, asking about the hold time on the phone, since it cannot hold a charge. They told me that the Kyocera S14 is a very bad phone, and they have had a lot of complaints about it. But I really did not think about it getting this far. They told me at the time if I wanted to get a new phone, bring in the Kyocera and they would trade it in and give me another one, a Nokia something, for I believe $149.00, and they would give me $80.00-$100.00 worth of accessories for free. I asked if I would get a refund on my phone, and they told me no, that I would pay for the new phone, but they couldn’t give me my money back. Which I think is totally unfair. If they knew they were selling me a bad phone, why did they let me walk out the door, with it? I believe that if something doesn’t work right, it should be refunded, and or the money could go towards another phone.
The second time I took the phone in, I got the run around. They told me I needed to contact Kyocera, about the problem. Well I contacted Kyocera, and they told me that I needed to go back the metro PCS store, and ask them to fix it, since I had insurance on the phone.
This leads me to the third time, and the reason I am contacting you today. I took in the phone and asked them to please fix my phone, or to please replace it, and they refused to even help me. So now I am asking for your help. I take care of my grandmother whom has Alzheimer’s disease, and this is the only way people can reach me, as of right now. I desperately need my phone. I have been without it for the last two days. And I am still paying for the service. The reason I purchased this phone is because it is small enough to fit anywhere that I need to put it (i.e... pocket, purse, glove box, etc., without it dialing itself.).
This is what I am asking from you, and your company. I would like you to replace my Kyocera, with a different brand flip phone. Also, I would like to receive the promised accessories, that I was promised, or a complete refund of the phone I purchased and every single payment or air time I paid for, which is an approximate total of $409.00 I believe that this is fair, since the service I received, was totally uncalled for. I have never had this problem with your company before, and it just really shocks me, that your company would even allow this to go on.
I expect a reply to the letter within 5 business days. I am willing to take this to the Better Business Bureau, if nothing has been done regarding this matter. I would love more than anything to stay a customer with this company, but in the recent events, has proved that customer service in your stores means nothing. I am hoping you understand how upset I am, and that you can help me out. Because maybe customer service means more to you and your company than the employees in the stores believe.


Sincerely,
Jenifer Chapin

sounds reasonable, I tell you though cell phone service seems to be going down further and further. they act like they deserve respect but we the consumer doesn't, aggravating.