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Alltel |
Coverage: Reliability:Service/Support: Value:
Alltel Reviews
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Blazer_Bob United States/Georgia/Atlanta [Feb 05, 2008]
I am active duty Air Force, and I purchased my cell-phone in March of 2006 in Phoenix after returning from the Middle East. I had orders to Atlanta, and the representative assured me that it would work in Atlanta, otherwise I could return it. Alltel, when they work, work impeccably. Rates were reasonable, reception was never lacking, I traveled all over the United States, and their website is easy to navigate and understand.
In December of 2007, my cell-phone got wet, and the battery went bad, my fault, absolutely. I found out I was eligible for a new phone on December 13th. I was able to keep my cell phone working on one of those ridiculously weak $1 batteries off of eBay until January 14th, when I visited family celebrated a late Christmas in Arizona where I renewed my contract and got a new phone.
This new phone was scratched on the plexiglass on the front cover, but because I am hard on cell-phones, I didn't mind one scratch because I figured there would be many more, soon. I should have looked deeper into this.
I instantly noticed the battery only lasted about 11-hours per charge when I wasn't speaking on it. I chalked it up to a weak battery, but 11 hours isn't terrible. I returned to Atlanta after a few days and the battery life kept declining. I noticed I also didn't have reception where I used to have reception. At 6-hours of battery life, I called Alltel to see how they would help me. This was on the 25th of January, 11 days after I took receipt of the phone, well within the 15-day return policy.
I was informed that I had several options, I could take it to a local store, of which there are none in Atlanta, or they might be able to do a mail replacement. My best bet, they said was to take the phone to a store 64 miles away, about two-hours with traffic. For some reason, I expected a call-back, I can't remember if I was told to expect this or not, I'll assume I was in the wrong, and after a week, I called back. At this point the battery lasted about 5-hours off the charger.
I was given the number for the store 64 miles away and told to call them. This is where I started to get frustrated with Alltel, no-one works together in the their customer service. Whoever heard of customer-service telling a customer to call someone to work on the phone? What is customer service's job if they are merely to tell you who to call for customer service?
I called the retail store, and they said they would replace the battery and/or phone if I brought it in, but they understood my frustration at driving so far, and recommended I try a replacement by mail.
So I called customer service again. They informed me that they could send me a new phone, but it wouldn't come with a battery. How worthless is that? They said the problem probably was that I had an Arizona number in Georgia, a problem I never had with my last phone. They offered me a new number, but I didn't need a new number, I needed a new battery, which they couldn't arrange. I told the girl that I would drive to the store and they would replace my battery. She said, "The note here only says they'll look at the phone." There is no way I was going to drive four hours round trip for them to look at my phone, which only needed a battery.
She recommended I call the store that I bought the phone from. Here is the worst part about Alltel. I was informed that I did not get my phone at an Alltel store, despite the great-big Alltel sign hanging on the store and the Alltel logos on the employee's shirts. Because I did not get the phone from Alltel, I should contact the store, and see what they could do. Alltel is incompetent when it comes to intercompany communication. She gave me the number.
I called the store, and the phone was hooked to a fax machine. I gave the store and the customer service girl the benefit of the doubt, we all make mistakes and maybe the phone wasn't hooked to a fax machine, but that she's accidentally given me the wrong number. I looked it up on Alltel's website, and indeed, their only number listed is hooked to a fax machine.
At this point I wanted to have my ducks in a row, so I compiled the list of reps I had talked to, both with happy faces and frowny faces based on their level of helpfulness, and I flipped through my phone to see my call history of when I had called "Customer Service". At this point I noticed that there were calls from the 12th of January, two days before I got the phone. There were about two dozen calls from the 5th of January to the 12th, and also a dozen text messages. It was a used phone. Probably returned for the exact same problems I was now having.
I called and explained what I had just found, and that if the problem could not be resolved, I was leaving Alltel. At this point, my battery was dying at 4-hours without use, and with the calling into Alltel, it was dead. I work part-time in ministry and cannot go without a cell-phone. It can literally be the difference between life and death. (visit needGod.com
February 5th, I signed a new contract with a different cell-phone company, got a new (actually new) phone, and canceled my service with Alltel.
I called to find out what we were going to do about the cancellation fee of $200, since their incompetent representatives were unable to resolve my issues. I got bounced around the company again, talked to a customer service rep, a billing agent, a customer service rep, and finally got the third rep to transfer me to a supervisor. He told me to call the store I bought my phone at.
So here I am, happily rid of Alltel for the cost of $200, and in possession of a dead used "new" cell phone that is less than four weeks old, but happily with a new company with a new non-Alltel/non-Alltel affiliate cell-phone.
Not once during my calls with Alltel did they offer me a new battery, assurance that if I drove four-hours, they would replace my phone, or any sort of monetary discount. When I first started service with my first cell-phone company in 2000, I had a cell-phone self destruct under warrantee, and it took me three days to get an opportunity to replace it, they gave me a brand new cell-phone and my money back for those three days. What's so hard about that for Alltel to understand?
Alltel is greedy, incompetent, and should be avoided at all costs. |
Robyn Lazarus United States/MI/Wallace [Sep 26, 2007]
This has nothing to do with actual coverage with the Alltel company. What this has to do with is the customer service. I've been with this company since before it was Alltel (CenturyTel) which is over 10 years. For the past year they have charged me an extra $1 when I pay my bill online. They are then supposed to "put that back" or "take $1 less for the bill payment". Not so. In August I never received a paper or email bill. I prefer email but that hasn't come for months I just gave up on trying to get that to work again. NOW they want to charge me an outrageous $35 to "reconnect" me because I didn't pay my bill. They charge $200 per phone number to disconnect if your contract is not up yet. I told them I won't be paying any more bills, which really burns my butt because I paid one month's worth today and still don't have service, and they will not have another single cent sent to them from me. What a load of crap! This company really really needs to work on it's customer service! |
Brenda S. Miller United States/Florida/Jacksonville [Sep 24, 2007]
I signed up with Alltel three weeks ago, and for the first week my service was o.k. We have had some inclimate weather here, so I and blamed my bad connections, dropped calls, and poor service and reception on that for the following week. The weather has cleared, I still had terrible service. I called Alltel customer service and asked whaat can I do. We changed my phone out first. Had a great signal (in the store). Got 7 miles away from the store and lost signal. Drove all over Jacksonville, signal was extremely unstable. Went back to the Alltel store the next day and the customer service rep. said "we just had an upgrade, give it 3 or 4 days to clear up. I have an elderly mother who lives by herself, I can't wait 3 or 4 days. After a long "go nowhere" conversation. He finally took my phone and did a "tower upgrade", this did not help. I returned home very aggrivated and at my witts end. I called tech. support and this is without any exaduration what I was told: "WOW!! You are in one of the biggest dead zones we have!! But if you are loosing signal worse at night I would not br surprised if someone in the area is tampering with the towers there and that will be a huge FCC fine if we catch them!!!" I ask you what does all of that have to do with me and how will it help me? It did not!! So, with nowhere else to go and no one else to call, and very dissappointed at this point I call to cancel my service with Alltel and to find out where to return my phone that is only 2 days old, after all it is the right thing to do. I have been told by three different people that I have so many days to terminate my contract, one says 15 days, the Alltel rep at the store tells me 30 days, and the person I spoke with this morning to terminate my contract tells me 20 days. Does any one know for sure? Now he tellsme also that I will be hit with a $200.00 bill for canceling my contract. Why, Alltel said they would give me service and I said I will pay Alltel for what I receive. I did not receive service worth $200.00 and I feel Alltel is the one who broke the contract. How is this possible. I should have been told that the area I live in did not have the best coverage. I would have had more respect for Alltel for being honest from the begining, and would have concidered using them in the future had things not been so hap-hazard to start with. Do the right thing Alltel, you'll be a stronger company in the future for it!! I DO NOT FEEL THE LOVE HERE!!! |
michelle United States/midwest/lansing [Sep 21, 2007]
I am trying to find a mailing address for Kevin Beebe, v.p of customer service. I have called ALLTEL but they won't give any information out to me. Someone has put a password on my account, and they won't talk to me and I am the only authorized user. Go figure??
Any contact information would be great |
Brooke United States/Nebraska/Grand Island [Sep 18, 2007]
I have been with Alltel for 3yrs. I added my sis a 2 yrs ago. We would have problems once in a while. I added another line, our bill was $449.00. Then the fallowing month we added 1 more line, the sales rep talked us into getting a MotoQ phone and changing our plan to a smart plan, he promised our bill would be cheaper, also that she (sis)would be the primary line. I lost my internet which they told me I would still have also our bill this month was $631.00. I was Pissed, went in to the store to talk with the rep, we were there for 2 1/2 hrs. Only to get $102.00 credit back on our next bill. I also asked what kind of upgrades they had planned for the upcoming months,due to the fact that I'm moving to a town out in BFE, (Sand Hills). My phone will only work if I go to the top of the highest hill. He laughed and said no towers planned for that area. My dad has Viaero and has great service plus only pays $30.00 a month. I want to switch but it would cost us $200. per line plus our bill thats due $1100. on top of the $4649. I've paid the last year! I will not recommend alltel to anyone any longer!!! They're making good profit off me! |
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