• Report: #371314

Complaint Review: Alltel

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  • Submitted: Tue, September 09, 2008
  • Updated: Tue, January 27, 2009

  • Reported By:Saint Petersburg Florida
Alltel
Building 4 Third Floor, One Allied Drive Little Rock, Arkansas U.S.A.

Alltel Away from home on business Shut phone service off after returning insured damage phone in their prepaid envelope Little Rock Arkansas

*Consumer Comment: Your point?

*Consumer Comment: bikebryan

*Consumer Comment: What are you talking about?

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While out of state on business my phone broke. After notifying Alltel, they sent me a new phone including a prepaid envelope in which to mail the broken phone back. I followed their instructions and mailed the damaged phone via the Fresno Post Office (on Nees). I did this approximately a month ago.

I pay for phone insurance every month (it is included in my monthly statement. They haven't received the phone and the post office wouldn't allow me to insure the phone because they said it was a "Prepaid" envelope??!

I had to purchase minutes from a company that Alltel uses via the new phone without having service. I submitted my credit card, received a pin # and paid for minutes. My phone turned on and I called Alltel and supposedly fixed the problem after being verbally abused by one of their employees. After running out of minutes, I emailed Alltel and thought that I would get help.

After an enormous amount of aggrevation and abuse they have done it to me again! After turning my phone back on for a few days, I went to make my first call of the day and found that they have turned it off again and I've already paid my new bill. I'm a resident of the state of Florida, on assignment in California with my company and I heavily rely on my cell phone. That is why I took service out with Alltel, I thought that I could depend on them! They have left me vulnerable. I can't even call for help if I need it.

Michele
Saint Petersburg, Florida
U.S.A.

This report was posted on Ripoff Report on 09/09/2008 02:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/Alltel/Little-Rock-Arkansas-72202-2099/Alltel-Away-from-home-on-business-Shut-phone-service-off-after-returning-insured-damage-ph-371314. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Your point?

AUTHOR: Bikebryan - (U.S.A.)

What is your point? I'm only pointing out truth. Yes, it's hard to hear. Sorry if that bothers you.
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#2 Consumer Comment

bikebryan

AUTHOR: Hueydrvr - (U.S.A.)

I have noticed that alot of the complaints about Alltel's faulty customer service include some kind of response from good ol' bryan pointing out all of the "holes" in the person's complaint. I just thought I would point that out.
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#3 Consumer Comment

What are you talking about?

AUTHOR: Bikebryan - (U.S.A.)

Your story has many holes in it.

First, if you "broke" your phone it was replaced by Asurion, an insurance company, NOT Alltel. Any problems you may have would be need to be address with them, not Alltel.

Secondly, you don't "purchase minutes" if you are not prepaid. It is unclear whether you are prepay or postpay, but as you mentioned a monthly bill it sounds as though you are postpay, not prepay, and you don't purchase "minutes" for that type of account. You pay your bill; if you don't pay it in time your account gets shut off. If you are shut off in error, Financial Service will restore the acct and the reconnection fee would be waived.

Finally, if the employee was abusive to you, then you probably were being abrasive to them as well. It is so easy to sit back and find fault on the person in the call center who is just trying to get their job done; remember they have rules they have to follow and taking a negative tone with them can result in them devovling to that level.

Rules for dealing with any CS folks are easy:

1. Don't start off hostile and blaming them for your problems. That doesn't put them in a very receptive mood and they will do only the bare minimum to help you instead of going out of their way to do so.

2. Don't yell or curse. That will result in a line being released, and if you do it enough a line disconnected for CAUSE.

3. Don't assume the company is wrong. 99% of the time folks who scream and yell their bill is wrong are incorrect; their bill is RIGHT, they just don't want to have to pay it.

4. Don't immediately ask for a Supervisor. Supv staff don't have any access to anything a regular rep has; in fact, once you reach one you are likely to get less than what may have been offered before you asked to speak with one.

5. Treat CS reps with respect; they will respect you. THIS is the golden rule to reaching a satisifactory compromise, if at all possible.
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