MetroPCS — refusal to give refund on new phone purchase
Complaint against metro pcs – refusal to give refund on new phone purchase
Metropcs store located at 516 86th street, brooklyn, ny 11209
On saturday evening june 24, 2017, I lost my lg android phone purchased from and using service provided by metropcs. The local store is the one listed above. On sunday morning june 25, I went to the store to report this, and wanted to obtain another phone. I had insurance, but the store owner/manager named “eddie” said that there was no need to process an insurance claim since I would be purchasing a new phone. The identical phone as the one I lost was no longer made.
After discussing my options, I decided to purchase an iphone 6 at a cost of $317. Eddie processed an application for a payment plan, and I was told that I would have to pay $79 that day and that the balance would be paid by three installments of $79 each paid by automatic withdrawal from my chase visa account. The new phone was activated using my same number [protected].
On the evening of monday june 26, my android phone was found. On tuesday morning june 27, I returned to the store to obtain a refund on the iphone. Eddie said that the store policy was not to give refunds on upgrades! He added that this was the policy set by him alone as store manager, and that the company known as metropcs had no authority to contradict or change that policy. I told him that I had never been told that it was an upgrade, and I reminded him and the female employee in the store that day (Who had also been there on sunday) that he had said there was no insurance claim since I had purchased a new phone. I also said that this “store policy” did not appear on a sign in the store or on the receipt.
I left the store and called customer service. I spoke to a representative and her supervisor named ever. They both refused to give me a refund, and both of them reiterated what eddie had said about his exclusive right to set store policy and that metropcs had no authority to contradict it. Ever offered me a credit of $20 for my inconvenience. I rejected the offer. I then called eddie and gave him one more opportunity give me a refund. Once again, he refused.
Eddie's unpublished policy and metropcs' position that it will not override the policy of an individual metropcs store owner are unacceptable. Before I contact nyc, tv stations which handle consumer complaints of fraud and all applicable agencies of the city and state of new york, I am giving the company an opportunity to refund my purchase. This offer will expire one week from this date.
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