Metro PCS

Dear Metro PCS,
My phone that I bought from you guys just under 6 months ago decided to break Tuesday, May 12. Today is Saturday, May 16, and I still do not have my replacement phone! I am VERY disappointed with the customer service I received. The gentleman at the store was the ONLY one who seemed to care about getting me phone. When he called the store that my phone was being shipped to, it was discovered that the girl who was supposed to be working there had called in sick. I understand that this happens, but I would have figured that it was 12:30 — 1:00, that they would have had somebody replacing the worker and the store would be open. I was then given the phone number to the District Manager, as I was very upset because here it was 4 days since my warranty replacement had been ordered and was showing shipped on May 13. I tried to explain all of this to the District manager, but the only thing that he would tell me was how the warranty worked and that I would more than likely not be getting my phone until Monday, almost 1 week after the warranty replacement had been ordered! I was not using profanity or yelling at him, although I was clearly upset. I told him that there had to be a way to get a phone today. He told me that I could, but in order for that to happen, I was going to have to purchase a phone! I told him that he could give me one out of the store’s inventory, but he refused and told me that I did not need to speak to him like I was. EXCUSE ME?! I am a paying customer who had a legitimate issue that needed to be resolved. I was not yelling, nor was I using profanity. Shortly after telling me that, he then had the nerve to hang up on me!
I then called the Metro Customer Service line and the wonderful opportunity to talk to some other supervisor who was only able to tell me that there was nothing that he could do for me because it was up to the store I got it from. He did tell me that I could open up a formal complaint about the store I bought it from and how I was treated, but I could only do this by writing a letter to the address that is provided on the Metro PCS website. I have to be fair and mention that he did try to apologize for the District Manager treating me the way he did and offered to give me a credit on my account for the inconvenience for the days I was not able to use my phone. SERIOUSLY? That was going to happen anyway because by the time I get the phone, a full week would have passed and would have gotten credited anyway!
I called the gentleman who started the ball rolling on the warranty replacement and spoke to him about what happened. Again, he was very helpful and took the time out of his busy day to call around the state looking to see if he could find me a replacement phone, but his efforts to find me a phone did not work. He told me that he was sorry, but the only thing I could do at this point was to wait until Monday. He could have just left it that, but he did not. He went above and beyond to try to help me and it is a shame that nobody else in the company, especially Jose, the area’s District Manager, who has absolutely no skills in helping anybody.
The whole process of trying to get a replacement has been the most aggravating experience ever. Most cell companies are able to provide replacements in less than 3 days, but not Metro! Here I sit, 5 days later and still have no phone. I have been with your company for over 5 years now and can’t fathom how horrible the company’s customer service is. I can’t believe that you have people who hang up on a paying customers, like the District Manager, Jose, employed with your company.

The best metro store in Orlando, everybody here is friendly and they know all of the customers by name.