Alltel Complaint - My Experience With Alltel: An Essay
OKLAHOMA CITY, OKLAHOMA -- The letter I wrote to Alltel in regard to their breach of contract. No response, issue not resolved.
My name is Brianna Scott. I have been with your company for 20 something days and I will now go day by day minute by minute with you about my experiences over the last 25 days and allow you to make up your mind whether this is a customer experience situation you would like for your company.
I ordered my phone via the internet on Friday June 6, 2008. I received the phone on Monday June 9th. On the 4th day of having the phone I called in about my phone not receiving or sending picture messages. They then transferred me to your technical department. The first time they said they fixed it (on the phone 32 minutes). I waited a few days hoping it was.. but alas, it was not. I called back waited 43 minutes (i have a phone that keeps tabs of times of my calls) to speak to a woman that told me she would have to put out a trouble ticket. In her words, this would take 24hrs and a tech would text or call me in regards to the trouble ticket. A week later a gentleman called me and let me know that it was my phone. He said that I could exchange the phone through my warranty but he suggested in his "professional and personal" opinion that the lg scoop was a troublesome phone and I should just exchange it for another brand. Thus started the battle with Alltel.
A day or so later I called in asking to exchange my phone. they told me to go to an Alltel store to do the exchange. I explained to them at that time that I have a heart condition (i am only 27 so its pretty serious) and that it would be hard for me to go to the closest store which was 45 minutes away from my home due to the heat and my heart. Yet, they insisted this was the ONLY way to exchange my phone. I got out of the house and drove all the way to your alltel store in Oklahoma City on N. Penn Ave. to be greeted by two busy men and a woman who clearly worked there but was too busy on her phone to even acknowlege me. That's when the gentleman came from the back to ask "what do you want" not "how can I help you".
I first asked him if there were any chairs in the back or if I could possibly trouble the texting woman for her chair because standing is hard and he explained" we do not have any what can do". I realized I just needed to explain the situation and get out of there. After explaining it to him he told me that since I didn't have the box (no one told me that I needed it) there was nothing he could do then started to just walk off. I called out to him and he sighed. actually sighed when he turned around to "help" me. I asked him what would be exchangeable with my phone for no added cost and he just said "i don't know you'll probably just need to buy a new one" as the conversation went on he then figured out that I had indeed ordered online and then stopped the conversation dead, actually interrupting me to do so, and informed me that he cant help nor would he because I ordered online and I needed to exchange over the phone. He then walked in the back never to be seen again. So I got back in my car and drove the 45 minutes back to my house empty handed. Not done yet.
After a couple of days I felt calm enough to call in yet again to try to exchange my phone that is when I got 9 different 800,866,877 numbers all of which were wrong. I spent yet another 49 minutes on the phone this time with an additional 54 minutes on the wrong numbers.
So I calmed down and tried again. This time I am FINALLY told that all online orders are through a different company called "lets talk". There is no mention of this on the website, I thought I was doing business with ALLTEL not some other defunct cellphone company. I finally get that number call them and guess what? Instead of the usual 30 days (I have had with every other cell phone provider in the world) to cancel I only had 15 and the same with an exchange. This is the first time in all the HOURS I have spoken to Alltel that anyone has said this. Granted I should have read that. I understand that but I just thought it was abnormal to shorten that time so drastically. They agreed but said to exchange my phone I would have to be without it for up to 2 weeks. As I said before I am extremely ill (died once already) I need my phone. No matter what. This is the reason I got the phone in the first place (actually why my boyfriend of 9 years got it for me) so this was not acceptable. (phone call lasting 1hr 23 min) I then call Alltel and prepare to cancel and cut my loses. I call your cancellation department the first time and I spoke to the most amazing gentleman.
He convinced me that this was not the norm and he offered me 40 dollars off of my bill and I stayed. He assured me that he had spoken to lets talk and I would be able to go ahead and do the exchange. (hold time 17 minutes total call time 52 mins). A day or so later ( my heart can only handle so much) I tried the exchange again only they had no notes explaining anything that gentleman had told me.(phone call total 1hr 16 mins)Again frustrated with your company as a whole and dealing yet again with misinformation I decided to cut my loses and cancel. That is when I got a hold of the best person yet. She was attentive she was understanding and she promised me help.
She understood that we weren't in a financial spot to purchase yet another phone without the refund of the broken one first and she understood that I had been treated awful across the board by your reps ( I left out most of those facts because this is long enough as is). I was severely emotional crying most of the time and just wanted to cancel or fix the issue. She promised me the ability to get a full refund on my phone and a contract through Alltel itself not the other company, new working phone free (she quoted the Motorola rokr specifically, and she promised 1 month free service since I had been through so much. While on hold waiting for the confirmation of everything I was somehow disconnected. (phone call lasting 1hr 49 mins)
A couple hours later I call back in (hold time 46 mins)and get a hold of a woman that was not very happy to be at work. In the first seconds I tell her to read the previous womans notes hoping to aviod telling my story again and getting yet another answer. She rudely put me on mute without explaining she was even going to put me on hold. Upon asking for a supervisor she just sat silently for 5 minutes ( 5 minutes 12 secs exactly) while I was complaining about it to my boyfriend she starts yelling at me that " I was committed to harassing her and she would let me go now" I then asked for the supervisor again, she again went silent for 3 minutes (19 secs) while I yelled that I wanted a supervisor.
That is when Leo the supervisor came into my life. He explained that he had been listening to the conversation for over 7 minutes and he saw nothing wrong with how she was handling the call (this is the first thing he says to me) and that I was obviously overreacting and needed to just hang up and call back later. I then BEG him to hear me out and read the notes. All I wanted was what the previous girl should have left notes about. He told me that I "wasn't getting anything free out of him and to move on". I hung up. (phone call lasting 1hr 12 mins) Thirty minutes after talking to your "supervisor" I had a mild heart attack induced by stress. I hadn't so much as walked that day you tell me what caused it. I was released the next morning and decided since they had put me on some pills to lower my stress (xanax not that you should know but hey its an essay) I called back in.
Now this girl explains that I can not get a free phone but I can get a refund on the messed up phone so I decide to cut my loses and just buy another phone after another 1 hr 38 min phone call she told me that there were some computer issues there and she was unable to confirm my order but that she would call me on Monday (the next day) I was very uneasy about this given all the misinformation and lies and I told her that. She then promised she would call me on Monday not to worry that "she was here to fix this". Now its Tuesday she hadn't called so I called in (41 min hold)got a hold of another individual that read the notes and was wanting to transfer me to the previous girl. I just wanted the order put through(and it should have already gone through on Sunday) that is when I found out that Leo was this girls manager too and he wanted to personally handle the situation. I refused explaining to the gentleman that I was not wanting to deal with a defunct supervisor and he hung up on me with someone (a male) in the background close enough for me to hear telling him to do so. I do believe I heard Leo's voice. This call lasted 38 mins.
Now I still have a broken phone. I still have to pay for service I haven't been able to fully use and I am not done.
Today I call Lets Talk and I don't get to get a refund for the phone. Its been too long. So I am out the 100 on that phone and the 90 I owe on my bill what else?
You didn't track my 10 favs and I am going to be over charged on my bill since I went over my minutes this month.. not my fault but I am sure ill pay for that too.
What has the first 30 days of my Alltel plan cost me?
190 in defunct phone charges
13 hrs in frustrating phone calls
47 minutes writing this email
19 calls about my bill being late
0 calls to resolve this issue
And however much you decide its going to cost me to cancel on top of all of that. and for what? Nothing. A horrible horrible experience that only cost me money I didn't have to begin with.
I really hope you don't have too many more people out there like me.. but I am afraid you do.