FARMINGTON, NEW MEXICO -- I have an issue with a particular location in Farmington, NM. They are located at 3554 E. Main Street. I went to buy my daughter a new cell phone and a rate/plan. I walked in and was told to sign-in. There was at least 8-10 other names. I figured I'd be in for a little bit of a wait to say the least. Kind of reminded me of signing in to get my hair cut. So I waited, and waited, and waited some more. At this point, I've invested 1-hr & 15-minutes, and I was reaching my breaking point. Some have greater thresholds for pain, but this is where mine starts to taper off.
What irritated me the most, was the fact that not all of the agents were busy. Some were just standing next to their monitors/desks and chit-chatting amongst each other. So I decide to get a little cute and call the store itself, knowing full well that there were at least 4-5 unoccupied employees to answer my call. I dialed and it rang, and rang, and rang some more. Nothing. No one would bother to pick up the phone. I called the corporate 800 number and they said they'd log the complaint. Yeah, and store it with the other 465,000 complaints stuffed away in some dusty warehouse of imaginary complaints. Good luck with that angle!
So I walk towards the back and attempt to open what looks like a backroom door/break room. An employee rushes up to me and informs me that I cannot go in there. I said, "And if I do"? She tells me that she'll have to get the manager. I said, "Great, that's who I want to talk to anyway"! A few minutes later a manager appears and asks what the problem is. I tell him that I've been waiting in line for over an hour, and haven't even been asked how I can be helped. I then explained the lack of people answering the phones, at which time he accused me of over-exaggerating.
I dialed the store # in front of his presence, and it rang, and rang, and rang some more. He walked over to one of his associates and asked why they weren't answering the phone. They just kind of shrugged and mumbled something to the effect that they thought someone else was going to answer it. The manager apologized for the behavior of his workers, but not for accusing me of embellishing the facts. I said "thanks for talking to your workers, but after everything I've went through, I think I'll take my money and my business elsewhere." Commission lost.
This problem started over a month ago. After verifying with Alltel that a spare KRZR phone was compatible with the Alltel Family Finder service, I activated the phone for my 11-year-old. The application would not download and trouble tickets were opened. To date, no response from those trouble tickets has been received. After a couple of weeks the local Alltel manager suggested the best solution was to buy a new phone with a new contract. I downloaded the application while in the store. Now, the Alltel Family Finder website gives an error message stating it doesn't recognize my phone number or Alltel account number. More trouble tickets are opened and escalated.
I discovered using Google that a California company named WaveMarket is the third party responsible for the Alltel Family Finder application. I've attempted to use WaveMarket's help forum but have not received a reply. The forum appears to be abandoned and is littered with spam messages for various drugs.
I've followed up with Alltel several times but they claim there is nothing more they can do until WaveMarket's Alltel Family Finder engineers answer the trouble tickets. The WaveMarket website lists the corporate officers. The WaveMarket CEO has a Facebook account found through google. He replied promptly and has passed my contact information to someone within the company.
EDIT/UPDATE: I did hear back from WaveMarket as promised. They are aware that the KRZR is not compatible with this service and should be removed from the compatible list. They are also aware that some Alltel Family Finder customers are not able to register for the service. As Alltel has been bought and sold again, it will not likely be fixed for these customers. Happy with WaveMarket's response but Alltel is a lost cause with its customers in limbo until AT&T or Verizon pick them up.
After years of service with Alltel and the past couple of years' not happy ones we are planning to move over to AT&T. We have been overcharged for our service for over a year that we know of and we are looking into all the past bills. A little over a month ago we upgraded to 3 smartphones (we have 7 lines one is an internet card). When we got the smartphones we were informed that the bill would be lower than what we were paying, oh yea, this is when we found out that the air card was less a month than I had been paying.
After a couple of hrs trying to get the account set up correct we left thinking wow that is great. The bill was less than it had been in a while. That is until the bill came in TWICE as much as it had been. So, I take the bill to the Alltel store and wait a couple of hrs and finally the representative was really nice and about a hr. or so later she had the bill all straight (or so we thought). I came home with instruction to bring my payment into the office so that it would be entered into the system correctly. This we did and everything was OK. A week later I receive another bill. I took this to the store and again waited a couple of hrs to get this fixed.
Everything was supposed to be fixed again and I paid the bill while I was there. A week later my phone is shut off. I called customer service again and they tell me that all that money has been applied to three of the lines and that I have a credit but I would have to pay the amount due which is what the entire bill is supposed to be before service will be back on. So, again I call the store and talk to the representative who has been helping me all along, she goes to her supervisor and in less than 30 min my phone is back on. Then last night my phone got cut off again.
Why can't these people get this right? They expect me to come up with another payment and let them credit my account with the extra money. I work hard for my money I cannot afford to just let them hold my money. I have placed a call to the store and I am waiting for a return.
LITTLE ROCK, ARKANSAS -- IF YOU ARE MISTAKENLY THINKING OF GOING WITH ALLTEL, FOUR WORDS FOR YOU--NO WAY IN H_LL!! In April our daughter's cell phone was lost/stolen at her Prom. We tried calling Alltel, there was nothing in the voice menu about lost/stolen phones and their 'customer service' was closed at that time of night. After looking on the internet, I called the Alltel phone insurance number and filed a claim. During the call I asked several times if the phone can be disabled so no one could use it, activate it, or run any unusual charges on it. I was assured several times that would be the case.
Several days later we received the replacement phone. When the May bill came out it was over three times what it should have been and had a lot of extra charges on it (GPS and ringtones). We called Alltel and were told these charges began the day after we had been assured by Alltel personnel that it wouldn't be possible. We were told by the CSR (customer service rep) that she couldn't do anything about it only a supervisor. I called back and after a heated discussion (we didn't understand why we should have to pay when they could access the tape of the call to their incompetent or untruthful insurance person) she agreed to reverse the charges.
She gave us a corrected balance to be paid which was still a little high but we were tired of having to explain and ask everything at least three times because of the mix of their personnel's language issues (all our calls except one went to people with English as a distant second at best-language) or denseness. I paid the balance given. Today, a couple weeks later, our service is suspended because of the excessive unpaid balance.
Morals of the story: Alltel's personnel seem to be perfectly comfortable lying and giving false, bad, and misleading information. Apparently whatever it takes to get you off the phone NOTHING TO DO WITH DEALING WITH THE PROBLEM. It seems as though Alltel's call center is either located in a country and staffed with people with poor English skills or just staffed with people with poor English skills. Bad news.
The customer service and business practices of Alltel is so horrid that you should not use their service even if it were the only game in town!!! Just imagine how thrilled my wife is that I talked her into switching from AT&T (bad phone service but great customer service) to Alltel with their nightmare customer service!
MIDLAND, TEXAS -- I have been a customer of Alltel Wireless beginning in late 2000 under the Cellular One Co, which was taken over by Alltel. They have now been taken over by Verizon. Through my entire history with the company, I have never been late with a payment as it was set up from the beginning as an auto pay account. I have stuck to my plan minutes and never had over charges or complaints. In short, I have been an easy customer to have on their list. In late March, 2009, the company texted me that my plan minutes had been way overused. They then called me offering a larger plan.
On explaining to first one person on the phone then another, I went to the local office to straighten out the problem. March 20, 2009, I dealt with an associate at the local store who added a supplemental plan, at a cost, to my bill to handle overused data minutes and told me he couldn't do anything else until I had my bill. I never received a bill. April 17, they charged my account $392 more than my usual bill. I went back to the local office and was told there wasn't a supervisor present, the associate couldn't do anything but issue a credit which would take several days to weeks to reach me. I don't know about you but I don't have that kind of money just lying around.
I have talked to several people at the local office and by phone and have received nothing but run-around from all of them. A wireless company set up to take money from my account wirelessly will snail mail a refund when they get around to tending to that minor detail! Needless to say, I am not a satisfied customer nor will I be a customer one minute after my "contract" finishes. I wanted to send an email to the company about this treatment and what I intend to do.
Lo and behold, there is no such thing as contact information on their website. When the "Contact Us" button is clicked, you are routed to a log-in screen. OK fine, I logged in again and clicked the contact button again. Guess what, I was routed to the log-in screen. Totally unacceptable customer service!
BOCA RATON, FLORIDA -- I have been an Alltel prepaid wireless customer since November 2008, and after checking the balance on my account the other day, I noticed that the entire remaining balance of $27.15 was missing from my account. After calling Alltel customer service and waiting on hold for almost 20 minutes, I was told by a customer service representative that Alltel had "confiscated" my remaining balance because that I had what they considered to be "excessive use of roaming". It seems that I live just outside of an Alltel cell tower, and whenever I make or receive calls at my home, I am using another carrier's cell tower, and therefore considered to be "roaming"!
Since I was assured that my home was in Alltel's home service area when I established service, I asked that the amount that was "confiscated" be credited back into my account, but they told me that they couldn't do that. I then asked them to refund the amount in the form of a paper check, and they said that they couldn't do that either. It seems that the "confiscated" funds have been forfeited, and I will not be receiving one dime back from Alltel! They told me that if I want to continue to use my Alltel prepaid wireless service in the future, I will have to deposit more money into my account with no guarantee that this money won't also be "confiscated"!
Does Alltel Wireless think that I'm an idiot? NO WAY AM I GOING TO DEPOSIT ANY MORE MONEY INTO THIS ACCOUNT! I intend on porting my cell phone number to another wireless carrier so I can keep my number while ending my relationship with these deceitful thieves. I will also write a letter to the head honcho at Alltel Wireless detailing my recent experiences, and if they still refuse to give me my money back, I will file a case in my local small claims court. I'd like to advise anyone contemplating becoming a customer of this company to heed my advice: TAKE YOUR BUSINESS ELSEWHERE. ALLTEL WIRELESS ARE A BUNCH OF TWO-BIT THIEVES!
OMAHA, NEBRASKA -- Only thing that comes to mind when I think of Alltel is negative things. They are the worst company I have ever had the misfortune dealing with. I have had to trade out my defective Samsung Hue about 5 times now. I go into the Alltel store at least once a week to try to get a new phone. The representative don't care about me or my problems, as long as they save themselves some money.
I first signed a 2 year contract with Alltel, and didn't have a single problem with them. But once I was going to sign another 2 year contract is when I ran into major problems. I signed the 2 year contract and got the Samsung Hue. I first had to trade it out because I could not hear anyone, but I was told there was too much "physical damage" on the phone to replace it under warranty. So I paid 100.00 To get the same model of phone.
Then the next 4 phones all pretty much do the same thing. The outside screen doesn't show up half the time. Phone power cycles constantly by itself. Phone is laggy and slow and sucks. The newest Hue I have which I activated yesterday has a big white mark on the inside screen and a white dot, and on half the outside screen is way dimmer than the other half, which is obviously a defect. When I went in to trade it once again, the manager said he "could not see it".
He then accused me of "trying to pull a fast one, to get a new phone". Outraged as you could imagine. So I simply asked if he just wanted me to wait until I ran into bigger problems with the phone, and he said yes "as long as we can re-produce the problem here in the store". I said "okay I will see you soon", and he replied with a smart ass attitude "I hope not, I hope this phone works great for you". Uhh...The phone is already defective 2 hours after I received it. Bottom line! Stay away from this company, you will hate it. The customer service is not there! They do not care about you, or your problems.
54937, WISCONSIN -- I have been with Alltel for 5 years now. I do have to say I had no issues with them until this past year. I purchased a Motorola Smart Q Oct. 3rd of 07. Signed a new 2 yr contract. Within one month of having this new phone, I started to experience nothing but problems. The phone would lock up, needed to take the battery out to reset the phone. Texting would stay all caps and I could not delete anything just keep texting. The phone would get stuck on dialing and never connect. I couldn't end the call either.
Again, needed to take battery out to reset. My screen would white out completely. Again, reset. Oh and the dropped calls!!! I have never had so many! Even in the city, not in "dead zones" where it doesn't matter who your carrier is there just isn't reception. I took my phone in after it completely died and would not turn on. It was under the one year manufacturer warranty. I sent the old one in and had the refurbished one sent to me in a couple of days. Not bad but of course it's not a new phone so there's the problem. I am now on my 4th phone in one year. They told me if this one has problems, they would replace with a brand new phone.
Needless to say, I have been having all the same issues as in the past. I went down and they made me call technical support and see if that would take care of the problem. Hello! Nothing is going to fix these phones! So I did what I had to.
They said if that didn't fix the problems, I would receive a new phone. Well it didn't fix it and my phone was in my pocket and a pressure point occurred on the display (a little black spot). They said it was now an insurance claim and I need to pay for a new phone!!! After 4 phones! Alltel sucks!! I will NEVER AGAIN go with Alltel! I have one year left on my contract. I will pay the $200 termination fee and go somewhere where the help actually helps you! Not rip you off!
ROGERS, ARKANSAS -- I just broke my contract with Alltel and been with them for many years. Switched from Verizon because Verizon was not here in the area, and I was told to go to Alltel. What a mistake I had made. Four phones even. Tried talking to them over the service plan and lied to after signing the agreement. Who reads these pages anyway? I trust people, what a mistake. Once they have your signature then no problem-solving, let alone talking to anyone for help. Ask for a supervisor and they're just as nasty when you wish to explain your situation or cell problems. You say fine, no service help then why continue to pay for nothing? Ruin your credit is the reply.
So be it. Use caution when dealing with these people as once they get your signature on their contract, then you're nobody for two years. Well, credit or not I am dumping them after over ten years plus. Hard decision for me as being with them so long and the holding times, as well as "please hold while I check your records" and you're dumped and have to start all over again.
Get the feeling that when they open my records, it states 'dump this one'. Cell has worked off and on and that's all of them even in the so-called service areas. "Maybe down for service. Call back in a couple hours", you know the excuses. Threats are lame as well. "It's your credit, wish to stop payment then we will ruin your credit for life." Yes, I even was told that I was rude when I asked them not to be so threatening and rude.
They hung up on me so many times and wonder if they use fake names as I call back and ask for Jerry, Cindy, Rob, Laural, Brenda and they are not at this station. "You must have been transferred to us and I am Bill, Dawn, John, Sue Ann etc", when you know there not even American in the first place as you're unable to understand them and they're in or from India. Those names I never could keep track of as trying to waste five minutes to understand them--even spelling--it is impossible the majority of the time.
Yes, I warn all never sign a contract with Alltel as they're the scum of the cell phone world. I now went to Cricket and so far after two months, they have been OK, but better than what I had for so many years and contracts. Yes, I get calls that I owe two thousand dollars etc. They have all sorts of late fees and charges when you sign a contract that they just don't care about service anymore.
VIRGINIA BEACH, VIRGINIA -- When the military transferred my husband to another area I was forced to stay with my family. I had been with T-Mobile for years and never had any problems with them. I loved T-Mobile, however, I had NO service within 25 miles of my family's house. I broke my contract and went with Alltel. They were the only provider that had service where I was staying at. From the get go, it was horrible. I signed up for the circle plan and drove home to input my numbers online. I tried to register a new account and it wouldn't let me...
I called customer service and they said that it had been down for new registrations for two weeks (isn't this a major corporation?? and your website is down for new registrations for how long??) so they manually input my circle numbers. A few days later I checked my minutes and I had used something like 500 minutes which was impossible because I had never called anyone out of my circle. I called customer service and found out that they never input my numbers... So then they put them in again... Another couple days passed and the same thing... I was getting charged for minutes that were supposed to be on my circle.
I ended up getting a 300 dollar phone bill when my phone was supposed to be 59 dollars. Also, I was promised a military discount... I signed up for Alltel and bought my phones on an air force base and yet 2 months later they finally tell me that it has to be registered under a mil address. When I purchased my phones, I mailed one to my husband. When his ship pulled into Maine, he tried calling me and it said he was roaming… he called customer service and they told him that as long as the R was flashing, he was not roaming. So he used the phone only to find out later that we were charged for roaming.
2 months after signing our Alltel contract and after being on the phone with customer service about every 4 days to deal with billing issues that were never cleared up from the get go, I decided to pay the 400 dollars and break my contract... I had since moved to the new duty station where I had a choice of providers. I'm back with T-Mobile and I'm very happy. I had Alltel for 2 months and yet I'm still very happy to say that I paid 400 dollars to break a contract and dodge that bullet for 2 years. The phones are CRAP!
I do want to comment though that customer service was always very friendly. I think the hold times are horrible and I never got anything done talking to customer service(hint why I was on the phone with them every 4 or so days) but they were always pleasant… I never encountered a rude person when I called Alltel.