I was given great service from a woman named Frances. She put up with my iratation while she got my Amazon account set up. Plus great service. And was understanding of what needed to be done. Rating the experience w/ her 5 stars read more

Everytime I've come in here- for something minor to something not-so-minor- I've had excellent service. I've been a customer for several years now, and I'm sorry I can't single out anyone specifically, but I can say that these folks go above and beyond to solve your issue. No overselling or pushing products either. And you can't get a better deal- 60.00 for unlimited service WITH Amazon Prime thrown in. A great decision to switch from Verizon to Metro PCS. read more

This is by far the best location I have visited. The staff is friendly and handles a crowd very smooth and calm. They do the best they can to service each person with out making them feel rushed. I went in to change from AT&T to Metro. The man who helped me, I believe his name was Josh, was very pleasant and shared many tips and helped me pick out a good phone case. Of course like any retail store they try to upsell but they were not forceful with made me actually buy more. I would recommend anyone to come to this location no matter the reason for the visit. They even helped me by putting on my screen protector. read more

The service is great. I've had Metro for almost 5 years and I've never had a problem with the service itself. I love the service and I love the low, flat rates. But I agree, the customer service at the Bascom store is ridiculous. These people have absolutely no concept what customer service really means and they are so rude. For as many, many times as I have been in there for one thing or another, I have never, ever had a pleasant experience with any so-called sales associates there. I prefer the Stevens Creek store. They are cool. And, one other thing. To those people who think Metro is ghetto and think that Verizon or whoever subscribers are somehow "better" then Metro subscribers are, are total idiots. Believe me, Sprint ripped me off every month for years and I didn't even know it before I switched to Metro! read more

Frances thanks for help today at metro. She was open and honest and very helpful .. she made sure I got the proper assistance and answered all my questions. On a hot day she even offered me waters to stay hydrated. Very beautiful and professional and I actually remembered her from the Los Altos store years ago!! She was awesome then and still awesome now . I highly recommend that if u have any issues to go see Frances at the prunyard metro location. I'm very happy and will give a 5 star rating and it reflects well to the company. Thanks again. - Daniel TUCKER read more

This is not against this store, but it is MetroPCS or T-Mobile issue of changing my contract when they want too. I usually every weekend call in to a party line and listen to my ESPN radio show for my favorite football team.. Hail Redskins! So image my surprise when I tried to call in and I could not get through. I tried several times and still the same result. So I called 611 and asked them whats going on. The overseas person explain that they are no longer supporting 3 way party lines and other features. SO I told them, these numbers are in my existing service contract and I should have access to these numbers. BUT NO... they could give me access to these numbers but not without charging me for the additional features for $3 a month and only 300 minutes a month.... WTF... really... I've been with MetroPCS for several years; even when these bastard were just starting out... So I'm posting here and other sites to ensure people like me that feel FTTJ... (Oh... F@*! Through The Jeans) and complain to Metropcs to stop this contract archery on my rights! Not Cool Beans!!! Not at all!!! read more

I have been a Metro customer for a number of years and I have needed to upgrade phones many times for many reasons. I also purchased phones for my wife and 2 teens from this store. Let me suggest that if all businesses served customers the way that Teresa and her staff serve us, the world would be a better place. I have always gotten good service, the store stays busy but are fairly efficient. I have also been able to trouble shoot and repair the phone by calling in and Teresa has been kind enough to walk me through solutions. I really appreciate the service and selection that this store offers and the friendly manner and professional approach of Teresa and the staff. I think I'll keep coming back! read more

I was trying to get some customer service from the clerks over my phone that had all ready been replaced and was still not working and both clerks were rude and where looking at me like I was stupid! Terrible customer service! This was the second time this has happened. And several of my friend have experienced the same problem. I will only pay my bill by phone I will never go back. read more

The only thing good about this location is. . . absolutely nothing. The staff is completly worthless. They never want to help you and they do not appreciate your business. Go to an authorized dealer to get your phones. These people need to have a customer service class. read more

My girlfriend phone stopped working, the employees that worked here warranty her phone right away. We went to some other metro store in Santa Clara near homestead and he jerked us around that it wasn't under warranty and told us to buy a phone. Good thing we went to some other metro store in san jose more honest and lead us to the cooperation store. I'm very pleased with there service. read more

I'm so glad I went to metro today. A lady named France's helped me soo much today. Then I remembered that she helped me in the past. Highlight of my week. I hope she gets this message. Ray m read more

I always come to the store to see Frances, she is very helpful and always happy she gives excellent customer service.

My Samsung Galaxy Avant still worked fine but I had lost the volumn lever upon dropping my phone so many times. Thank goodness, I had bought the insurance plan. I was toying around with the idea of upgrading to Galaxy S5 note but couldn't see myself lugging such a large phone around so I paid the 20.00 deductible to replace my avant. Granted, it was a refurb but I'm used to the functions of this phone so I decided to stay with it. The phone was shipped overnight to me and I went back to the store to set it up. Here's is why I am giving the highest mark. It is because of Jason, the most nicest, patient gentleman I can ask for in helping me. Not only did he take care of the new phone process but once I received the phone, I went back and he helped me transfer all my information. I am not a techie so who ever helps me will have to teach me as if I'm a first grader. Jason did just that...with patience! This man is just nice, nice, nice. Always welcomes you with a smile and never curt. Since I received this new phone, I have returned to him twice and he helped me everything with kindness. I am so happy with his service, I wish he never leave this store. I told him I only live 1/4 mile from the corporate store on Capital and McLaughlin but after one visit there, I will not return to those clowns. Workers doesn't seem experience or does not care. Plus, it's as if I am sitting at a DMV...waiting and waiting. Jason and Karina are the best!! read more

Friendly staff,great service and low monthly prices what else can you ask for Emanuel and Joe thats what they know their stuff they hooked up our I phones no problem. read more

I returned my brother phone for a better model one day after purchasing date 11/06/15 Emmanuel helped me but needed help from Jose through out the transaction. The phone was taken out screen protector placed and put back in the box I asked if it was set up he said yes. He also noted final sale I left my brother just turned it on and it is defective I will be back first thing in the morning thanks Emmanuel! read more

I`ve been coming here a lot recently because of problems with my phone but haven`t gotten them resolved. Metro PCS, as a whole, kind of sucks for me. I hardly ever get service, the phones wear out pretty fast and sometimes they shut off themselves. Essentially, the only reason I`m giving an extra star is because the guy I see every time I come in is pretty patient with me. read more

wow how much is you sanity worth ? I spent all this time looking at phones (I need to buy a new one) went over all the rebates, and when I'm ready to buy one... I am told I cant get the rebates unless I change my number !! I am told the phone I wanted is only available on line, however on line it says the phone is only available in stores !!! The reason I needed a new phone is because AFTER my phone was flashed I was informed the phone only works for calls and texting, even though I had to pay for unlimited Internet that my phone cant do. I would rather go back to a contract then go though this the frustrations !! You might get cheap prices however you will not get good service when you need it . This was the store in oakridge mall , the first place who flashed my phone was on Capital read more

This store has always been helpful and knowledgeable. They are always friendly and fun to deal with. If I ever need any help with my Metro PCS phones I use this store. They have helped me with buying phones, setting up unlocked phones and porting numbers. They ROCK! read more

This is a "Corporate" store, they handle all the strange things that can crop up like switching a former AT&T phone over to MetroPCS and porting your old number over to MetroPCS. They have always been knowledgeable and professional every time I visit. There are a few reviews here I see where people are complaining about their phone having problems after the sale. DON'T BLAME THIS STORE, they didn't make the phone. That is what warranties are all about. The women staff do a better job than the men.... really. There is another Corporate store closer to my home on/near Capital Expressway but I make the extra drive just to get the great service at this location. read more

Emmanuel exceeded above and beyond in customer care service. Not only was Emmanuel professional, and very knowledgeable, he was also exceedingly patient which is a rare combination. I would highly recommend Emmanuel as an adviser to help you wither you are full on techie cell phone person or a beginner. Metro has stepped up into customer service like you are the only person in the shop. It was a great shopping experience, and I am happy with my new phone. Thank you so much Emmanuel!!! read more

Loved my above and beyond customer service from joe recently when i bought a new phone. Oh....i love my new phone too! Thanks metro pcs!

I came over to Metro to get my celly checked out since the net connection no longer worked. I honestly had no idea what to do. Frances, Sales Lead, came to the rescue! She went over & beyond to get my phone working right & even taught me a couple tips. I appreciate the time she took to restart my phone, clean slate it, then back to working optimally. She even made sure that I didn't lose my pictures, & contact info which could have easily been erased. Her professionalism is stellar & her customer skills is 100%. read more

Here's the truth. The reason the employees at metro are rude at times and seem as if your presence annoys them is because: THEY ARE IRRITATED 93.6% of metro's users are composed of illiterate people (stuck in the 70's) that don't even know how to turn on a phone to save their lives, drunk or cracked-out neanderthals, annoying foreigners from over seas, in other words, people that will never contribute anything meaningful to society aka EPIC MORONS. So next time you are standing in line @ the metro store, take a step back and look at the people you are standing next to. Odds are, you are one of them. That's the type of crowd that is attracted by a business making a service available to the misfits that will never qualify for service anywhere else or not intelligent enough to manage their minutes and not F*ck themselves with a $800 bill every month. Yet they blame the cell phone company for their bill instead of themselves, as if the cell phone company used up all their minutes.You know who you are.... hahaha So with that said, all the employees at METRO deserve War Medals and a freakin national holiday. These guys are servicing all the people that no one else will (and all the cheapskates of the world)Geez. Know what I would do? Dont like the service? Go somewhere else (unless you cant) hahahahahahahahahahahahahahahaha you know who you are........ read more

Excellent, fast, great, exuberant customer service! Had my phone line and info transferred from the HTC to a Samsung, only took ten minutes, probably less. Time record setting for sure. All credit goes out to Emanuel, thanks again. read more

They know what they are doing, but that does NOT mean they will use that knowledge to benefit you! I got screwed out of my own phone, (THEY BROKE IT) then was told I was LUCKY to have been able to buy a new phone and have it put on my account (ummmm, how else do you use cell service without a phone?? I guess the unlucky ones who aren't allowed to have a phone yet just pay for nothing?) They didn't even set it up right the first 2 times so I got as far as the curb and had to go right back in. TWICE. Rude, rude, rude. There is more (tatyana=worst), but I don't want to slag people off, just get the message across. I know they're cheap that's why we love them, but they have gone too far. I have been the biggest promoter of METRO for years, But now I tell everyone- SWITCH CARRIERS! DO NOT USE METRO PCS THEY DO NOT CARE ABOUT YOU, YOUR PROBLEMS, YOUR PHONE OR YOUR SERVICE. THEY WANT YOUR MONEY, AS MUCH AS POSSIBLE, AND WILL LIE CHEAT AND STEAL TO GET IT. read more

Frances is very helpful and efficient with assisting me. I went in to transfer my service and she did so flawlessly. Very pleasant experience. read more

I went in to the store to upgrade a phone for a Christmas present. We were instantly greeted by Joe. He was very pleasant and very knowledgeable about the phones and services. He was able to help us purchase a phone and take care of another issue with a smile, It's great to work with young people that treat customers with genuine care and a feeling that he actually likes his job. Great job! You deserve a raise! read more

My 1 week old phone keeps shutting itself off. I take it back and they tell me they are working on the system and that probably why it's doing that. The next day, still doing it. I go back and got the rudest customer service person ever! I took my phone and left due to his lack of service. Now I called to speak with a manager, he said to come in and ask for him directly. We'll see what kind of service I get today. I can't even use my phone for an alarm in the morning because I never know when it's going to shut itself off. Plus, they switched my phone (samsung Light) over to T-Mobile towers so I no longer have service at my house. I used to have great service in my house before they made the switch. I am beyond frustrated right now. read more

The service at MetroPCS was horrible. I came to MetroPCS to buy a screen protector for my LG 4 Stylo and when I bought it they told me they can put it on for me. When they put it on the employees asked how it looked. I let her know it had Bubbles and lint trapped under the screen. I asked them to fix that and they did but the corner of my screen never adhered to my screen, they just made it worse. When I asked for a warranty they told me "we should never have done this for you in the first place!" I asked to speak to the manager and he patronized me by telling me how does glass bubble? I told him that eventually the screen would lift and I would be in the hole for almost $40 for what they sell it for. And they did a half ass job. They removed the screen and returned my money I went online and bought the same exact screen protector myself (for a 1/3 of the price) . I installed it myself and had not one problem. It's pretty sad that I do their job better than they do. If you're not going to accept the liability of your craft you should make it store policy that you don't do it in the first place. Horrible, horrible service. Be careful for this store they don't honor their craft! read more

Terrible. I went into the store and before I even open my mouth, they say "We cant help you buy a phone because are systems are down". I tell them that I just had some general questions. One of them explains that he'll be right back and leaves behind a door. I waited 10 mins before asking again if somebody could help me out. They go behind the door again (to supposedly let someone know they have a customer?) I wait another 6 mins and still nobody has helped me out. A group of people come in the store and they immediately help them instead of me that have been waiting for 16 mins. I walked out. I'll either try another Metro store and hope for the best or go to another provider. read more

I hate this place. The staff here are okay, but I really got upset with how inconsiderate Frances (the representative) was with me. Here are some tips for you Frances and anyone else who works there (like the dude with the not so cool rose sleeve). First of all you should say hello when customers come in. (it shows that you might like your job) and it's inviting. Second, pretend like you're interested in actually wanting to help your customers (you're getting paid). Third, don't ever give people attitude and talk back to them, most likely you caused them to get frustrated with you (crappy attitude will do that). Fourth, if you're not the store manager don't lie and tell customers that you're the store manager. And last but not least, if you are of the age of 18 and older you should never behave like a child at work and complain to your coworkers in front of the customer. Just remember that you might just be the problem if you're asking your coworker what's wrong with people today. Good luck guys! read more

JOANNA should be rewarded for her excellent Customer Service. She went above and beyond for me.She was very professional and helpful. Thanks girl! Thumbs up :) BASCOM STORE ROCKS! read more

OMFG!!! Customer Service is ridiculous with this company, not just the location, but the metro pcs HELP number OMFG! This is the WORST customer service I have ever delt with. If you cant get answers on the help line and you cant get them in the store. Then its time to cancel service! read more

Went to the store trying to merge 2 accounts and it was a very difficult situation. The guys here were great, the process took longer then i thought but they were really nice and helpful through it all. The down side to our visit was there are no bathrooms! read more

Very POOR customer service, I waited in line 10 minutes while 3 employees assisted 1 customer. In store payment machine charges $2 (NOT posted), desk charges $3 fee (NOT posted). I paid on-line for no fee. I will NEVER use their service again! read more

i was shopping around for new cell phone service and i was thinking of metro pcs but when i checked their review it was not good but i ignore the reviews and today i did go there and i am so glad because they have excellent customer service better than sprint and others and also they have good phones and very good plans finally i got the service from them and i am very happy with my plan and price now my bill is half of my other carrier and also better coverage. read more

NO SUPPORT!! Stay away from Metro PCS 1777 S Bascom and the new smart phone LG & I have just made a really bad experience with the lady in this branch who claimed to be the manager! They sold to me days 13 days ago a LG phone which keeps crashing on me even by making very normal phone calls! After exactly 45 minutes waiting time when today 9/29 I was shocked when I was told by this young lady in a very rude manner there is nothing she can do about it, even if the phone is defective, Metro return policy is just 7-days). She said I should go head and try to unload some programs from internet & hope it helps. After I said I have no computer & I do not think I am responsible for their product, She said well you can go to public library & now please step out we are closing !!! I will definably switch to other provider since they can not guarantee the basic functionality of the phone. I do it even I am loosing $120. Is that fair?! but let them loose a customer with 2 lines.! I think they do not care at all... my email is freihit@yahoo.com read more

So my overall experience with Metro PCS is extremely negative as a background to my visit to this store. Their network sucks, the Coolpad entry level smartphone is a total joke and they wouldln't let me return it even though it was heavily malfunctioning and the manufacturer wasn't returning my calls about getting it replaced. So I did get it replaced finally at this store and the store manager was fairly decent about it, as it had been over 30 days since I bought it. But then my phone got wet, or more accurately, damp from being out in the rain. It started shorting out the battery and after replacing the battery a couple of times I tried to return the phone. They said that I couldn't because there was an indicator on the phone that was set off signaling water damage had occured. I then replaced the battery AGAIN and AGAIN the battery shorted out. I purchased the battery from what I thought was an authorized dealer in East Palo Alto and when I went to Campbell to exchange the battery they told me that it was an after market battery and that I couldn't exchange it. Worse still, the battery was stuck in my phone and the person "helping" me named Rachel said that she couldn't help taking the battery out and be held responsible for any damage to the battery or phone. Luckily I was finally able to pry the battery out and then I purchased a new, more expensive battery. Leading up to this I was in line for 38 minutes, the longest wait I have had for anything customer service related in years. When I brought up to Rachel that they should have more employees so that people wouldn't have to wait so long she had the audacity to tell me that in the wireless phone industry that the average wait time for customer service is 30 minutes. My jaw nearly hit the floor when she said that. So what this person is telling me is that it's ok to give crummy, slow as molasses customer service because everyone else in the industry is doing it? After going back to hand-deliver this review to the manger I will never set foot in that store again and I will very soon be changing my wireless service to another provider as well. read more

I have been a customer for several years and HAD always recommended metro to friends, until now. They no longer take Discover credit cards, which I found out the hard way .. with a message my phone service has been discontinued for non-payment. What? I had auto-bill pay. So on a Sunday I had to clear this up with a M/C. Unfortunately, it expires this Dec. so I have to bring in my new card before it expires. Well today, after trying to make a very important call, I got the same message about non-payment. After waiting on hold trying to just pay it with their supervisor (so I wouldn't have to pay the $3.00 service fee by paying with customer service) -- they refused to waive this measly fee as I did not have a good enough reason to have it waived. I wasn't told that it took two bill cycles to take effect for auto pay! So it was my fault? I was told for no fee to go on-line and pay. Bottom line: no contract service equals no good customer service, instead they tell the customer to go s@x! themself. Let a computer help you. You have to pay us to help you! Verizon Wireless may find their old customer returning soon. read more

I got really terrible customer service from this branch. I had been leaving checks for service in their box in their store for about two years without any problems, but when I got rid of the expensive smartphone service, and went with the $25.00/mo service, they no longer seemed to want my business. Suddenly, my checks had problems with them, such as no printed phone number, so they refused to cash it and guess, what my service was cut off and I was without a phone! This happened several times! I asked two service reps at the counter to make sure that I had all of the information written on my check and left my payment in the box. Again, my service was cut off without any warning nor explanation. I had to pay with my credit card. The next month I asked them what happened to my check and I was told that I did not have a physical address, even though for the last two years I have been using this same checking account with a P.O. Box. I have canceled their service. read more