ALLTEL Complaint - Ripped off - phone service
HELENA, MONTANTA -- About July 25, 2005 I stopped into the Alltel store in Helena Montana. My sales person was Beau. I told him I might not be staying in Helena and might be re-locating back to Everett Wa. I asked Beau that if I did move out of Montana if I could get a local number. He told me yes. Thus I purchased a phone and had to enter into a two year contract. When my home sold and was closing at the end of July 2006 my cell phone would not hook up to the car charger. Since I was going to be traveling through seven states for 4 weeks on vacation and would be leaving Montana on July 28, 2006, I stopped back into the store to see about getting a new car charger. I took the phone in with me and Beau pointed out the piece that holds the charger in was missing from the phone. The good news was that I had a one year warranty on the phone. Beau told me they would give me a loaner phone. I asked if it came with a car charger and was told no I would have to buy one. He asked where I wanted the repaired phone mailed to. I told him my address in Everett WA and again asked about getting a local number when I was through with my travels. He told me to just call when I needed the new number.
Beau told me I would have to return the loaner phone back to the Helena office when my phone was repaired. I told him this could leave me without a phone for part of my trip. That was not acceptable to me. I asked him about purchasing a new phone and he told me I would have to pay the rack rate. I felt like I was in between a rock and a hard spot. I did not want to travel without a phone and according to Beau I would have to mail the phone back when mine was fixed. So I purchased a new phone for just under $200.00. I figured I would still be able to use it when I got to Washington State.
When I returned to Washington I called Alltel customer service for my local number. I was informed that they did not have local numbers for Washington State and basically was called a liar. Your customer service rep told me I was promised coverage not a local number. I don’t recall her being with me when I purchased the first phone. She also said if I terminated the contract I would have to buy my way out for $200.00. I sell real estate in WA and needed the phone for business. I even called a second time and tried to this resolved and was told the same thing.
Had I had a properly trained rep I would have been told when I stopped in the store to get the phone repaired in July 2006 not to purchase a new phone as it would be useless to me in a month and I should have been released from the contract period. This was the first time to right a wrong.
I was told to call the local store in Helena. Well I did call that number over and over and over. No answer.
I had to make a trip back to Helena to get my belongings out of a storage unit. I arrived in Helena on the 27 of September. Since I could not get this store to answer the phone. I was told from the rep at the store that that they don't answer the phone. I stopped into the store and walked up to the first available sales agent and said "I was told that I could get a local number for Washington State". The sale rep said “you can, when you get there just call for a local number". I said no "I can’t" and he said for a second time that I could. At that point I saw another sales rep start shaking his head no. I then said thank you for telling me twice that I could because that makes four times I was told by two reps that I could get a local number in Everett Wa. Long story short the manager said they would release me from the contract and I would not have to pay the additional $200.00 to buy my way out. I asked about getting reimbursed for the phone I purchased at the store before my trip. I was told no. At this point the reps in the store were now aware of what was said to me and I’m sure it was discussed. This was the second time to right a wrong.
When I returned home I called Alltel and asked about getting my money back on the phone. The customer service rep was very nice and said that she would try and get my money back for a phone that was useless to me and one I never would have purchased in the first place had I known that I could not use it in a month. She came back on the line and said that the final word was that since I had the phone for over 14 days that I could not return it. This is so asinine that it is almost funny. How would I know that I could not get a local number until I called back four weeks later when I returned to WA. This was the third time to right a wrong. It appears that Alltel will never admit to a mistake and will go to the end of the earth to avoid doing the right thing.