My Alltel Customer Service Rant (why I won't be renewing Sue's cell phone) *UPDATE*

[Towncrier]

A little bit of history:

When we got our first cell phone a few years back, we went with GTE Mobilnet. That was back in the days where you got 15 minutes included for your $30 per month. When the first CDMA (digital) phones appeared, we were nearing the end of our original contract, so I went in and signed a new contract and came home with a brand new LGC-330W phone. Sue was NOT pleased. She liked our old phone and was disappointed that we had to learn how to use a new phone. As part of the new contract, we now got 100 minutes and unlimited nights and weekends for $35 a month. I decided to add our old phone as a companion phone for $10 a month. I got ZERO minutes, but at least I had a phone. The following year, GTE Mobilnet is taken over by Alltel here in NE Ohio. And the deal got better. I switched my wife's phone over to a plan where she gets 350 minutes per month for only $30. And her local calling area now includes the entire state of Ohio. At the same time, I decide to cancel my companion phone and to search for a better deal for myself. I end up with a Verizon plan that costs me $20 a month and I get 100 minutes of local airtime included. Are you still with me. Fast forward another year and I altered my Verizon deal to the AmericaChoice plan (through a deal at work) so that I can now use my phone anywhere in the US.

Then the problems started. Since I kept changing my wife's contract, she is "stuck" with Alltel until September 2003. And about 4 months ago, her 4 year old LGC-330W phone started acting flaky. You had to whack the phone just right in order to hear anything in the receiver. I decided to buy Sue an identical replacement phone and found her exact model on Ebay for around $35. I got the new phone and manually transferred her phonebook to the replacement. I took it in to Alltel and they transferred service to the new phone. No problem. Until last week when her replacement phone decided that it didn't want to be a digital cell phone anymore. The phone switches to analog mode (aka battery drain mode) about a minute after you turn it on.

The customer service part of my rant follow:

I went in to Alltel yesterday to explain my problem. I guess that I expected that they would be able to help me out of my situation. Perhaps I could add another year or two to Sue's contract and in the process purchase a new phone. NOPE. The salesman basically told me that I was out of luck. I would have to pay full price for a replacement phone. There was nothing else that he could do for me. I was astounded. I expected to pay for a new phone, but the $170 that they wanted for the basic Nokia piece of crap phone sent me running for the door. On my way out, he told me that they do have phones returned from time to time and that I could probably pick one of those up for 50% off. After some discussion with Sue, I decided to purchase another LGC-330W phone from someone on Ebay so that she has a phone until her contract is up in September. Then it's bye bye Alltel. Perhaps I expected too much from them. That's my mistake. And I'm not about to make it again.

So if anyone needs an extra charger or battery for an LGC-330W phone, let me know. I seem to have cornered the market on them.

***** HAPPY NEW YEAR UPDATE *****

The phone that I purchased on Ebay was BRAND NEW!!! It had never been programmed. It was still in an anti-static bag. I setup the phone as best I could and went to the Alltel office that is closer to our home to have it "activated". When I got there, I seemed to know more about the process than the Alltel salesman. Is that a big surprise? Anyway, during the process, he asked me why I didn't want to purchase a new phone. I told him that the salesman at the other Alltel store (the one closest to my workplace) had told me that I would have to pay full price for a phone. This new salesguy just looked at me as if I was crazy. I guess that I should have gone there first since he would have offered to extend my contract and allow me to get a new phone. Go figure. Apparently it matters a great deal who you talk to as to what can and cannot be done.

The new phone works like a dream. It only has to last 9 more months until our contract will Alltel is up. I can hardly wait.

 

[Boots]

Sounds like that were giving you the old run around just trying to make money for themselves. I wouldn't keep it any longer that I had to either!!!

 

[Tuffcookie]

John, Would you believe i still have one of those Motorola Star Tac cell phones? I guess I'm like Sue...I hate change! The thing is huge compared to the newer models, which suits me just fine. Since I moved into bifocals I like having bigger buttons to push! I am with Verizon and have a plan that includes 20 minutes per mo for $10! I basically keep it in my car for emergencies. I agree the new cell phones are not worth what they're asking!

TC

 

[Mskanga]

John, I finished my contract last year with AT&T on both cell phones, mine I put it on a prepaid basis because I barely ever use it unless it's an emergency and dh's phone is still with the same plan that includes 120 minutes anytime and 1000 free nights and weekends, the difference is I don't have a contract with them anymore, now I'm month to month and I can cancel anytime I want. Do you know that AT&T does not know what else to do or offer me so I will sign another contract?? NO WAY!!! I'm staying like this.
Bottom line is , all they want is the money , they don't care about the goods or services they sell you.
{{{{{hugs}}}}}}

 

[Chattyaholic]

I know what you're talking about. We were with Century Tel before they sold out to Alltel and I had a phone that started having problems. Thought it was the battery so I bought a new one, still didn't work. Because I am "in contract" a replacement phone would have been about $150 even though it was the same phone another saleslady was trying to sell a new customer for $30! I couldn't believe it!! We've been their customer for 3-4 years, yet they wouldn't sell me a phone for $30 just because I was "in contract." I'm sure she could see the steam coming out of my ears and nose!!! Ridiculous!! Ended up getting a new phone for $20 from the kiosk at Wal-Mart, it was one that had been returned and only used about 30 minutes. It's a good phone and I'm happy with it, but still disgusted that "in contract" customers can't update their phone without penalty. To me that just doesn't seem like good customer service!!!

 

[snuggles]

The customer service at the All Tel stores is just about the worst I've ever seen. Only thing is that here we are stuck because Cellular One is even worse than they are. For some reason the other companies seem to think that we dont need cellular service in our area. I would be with you if I had a choice. I

 

[jldriscoll]

OMG!!! I had this exact same converstion with Verison about my dh's phone 2 weeks ago!!!!! I left sooo annoyed....however you sliced their "options" It was going to cost me at least $150 to get him a working phone (and for $150, woulda' been a peice of crap phone!). Went home....sent a ranting IM to dh husband at work and 10 minutes later he IM's me back saying he replaced the chargers and batteries and what not for BOTH our phones for $70!!!! (they aren't made anymore and he wanted back up batteries until our plan runs out so we don't have to deal w/Verison again!) FROM THE INTERNET!!!!

Great mind!......