A "painful" Customer Service Experience at AllTel
OHIO -- I would like to report to you the most unsatisfactory help line experience I have ever had:
Today (Sept. 15 2007, 10:30-11:20am, Sat.), I called your customer service line 1800-255-8351, which connected me to someone in India:
1) I waited for more than 20 minutes to get one who answered my phone call;
2) The lady on the line was not knowledgeable and helpful: she told me that the account number was my cell phone number. -- I told her that it was wrong. She said "yes"
3) Then, I said "now please go to www.alltel.com", click on "Register now" link on the home page;
4) then I showed her that on the AllTel website, the account number and cell phone number were different - it was like that I needed to teach her on AllTel website and operation, rather than her to provide help service to me, a Alltel customer;
5) then she said "hold the line" please, and disappeared and held me online for more than 5 minutes;
6) after she came back (maybe asking help from her friends there?), she said "OK, please use your phone number and PIN I give you now to log in". - she gave the PIN: 1279
7) I followed up her instruction to log in using my cell phone number and PIN, and tried 3 times, but rejected by the AllTecl website. So I told her that I tried it according to her instruction 3 times, but failed.
8) She became inpatient and said "Sir, can you keep trying according to my instruction?" (it sounds like "you are so stupid, even cannot key in your cell phone number and PIN number correctly!")
9) I was afraid now, so I asked and tried to get the confirmation from her: "is your given PIN the same as the Password that was asked by the AllTel website?". She replied "of course, it's the same!" (she used her term PIN to replace AllTel's term "Password" to confuse customer, but she put the blame to customer, "are you so stupid not to know this common knowledge?!").
10) I was so nervous (and also felt in my mind that I was so stupid like many ordinary and kind American customers would think), and carefully followed up her instruction to key in my cell phone number and PIN (must be PIN according to her, AllTel was wrong to call it "password") she gave me, but the website rejected me again - I kept trying it for other 5 times, and again all failed.
11) Then she said "at least I got it through when I tried it" (if I would have the privilege as a system administer as her, I can surely access to any account as well!). Then she said "OK, please hold the online and I'll connect you to our technical help line!"
12) after about 30 minutes, she received my help to teach her the difference between Alltel account number and Alltel cell phone number, and she "successfully put a blame" on me not to know that PIN and password were actually the same thing (only Alltel used password to confuse customer and she used the right one "PIN" to show her rich knowledge to use the right term), and she "forcefully" asked me to try keying in my cell phone number and PIN (or password?) for more than 8 times (my typing sill has been improved substantially as a result, thanks to her, an excellent Alltel Call Center helper!)..., she finally gave up to help me (because a customer like me, so stupid and knowing little about so advanced IT technology like ordinary stupid American customers do - ironically my job is to teach IT for living in US! I felt so shameful that I knew so little when I talked with a young Call center lady who appeared to know so much more!), and wanted to connect me to the technical service line.
12) What a relief to me - at least I have a new chance not to be considered "a stupid customer"! Maybe I could have a chance to report this unusual customer service (or a better name for it to be "customer torturing") experience to AllTel, so other "stupid American customers" like me may not have to experience it again next time.
13) the service line rang for about one minute with beautiful music for me to enjoy (unfortunately, I felt so shamed and guilty myself, no mood to enjoy such superb and high class music provided free by AllTel).
14) Suddenly, the line was cut off and left me with all deadly silence - I was really silenced totally ... I didn't have another chance to talk with another service person of AllTel (maybe she/he will a really good and qualified person providing quality customer service and I could provide feedback to her/him), but no chance was given, unless I wanted to spend another more than 50 minutes to call Alltel customer service helpline again? Will you? ... I won't!
15) So I decided to spend time to report this most unusual customer service experience in my while life to the public, so other "stupid American customers" like me may not have to experience it again next time.
an ordinary customer of AllTel.com