Alltel Complaint - Terrible Defective Phone Exchange Program
I recently purchased a new phone from Alltel, the LG Scoop, in July. For some unexplained reason one night (in early September)after it had been sitting in my purse for a few hours I took it out and most of the screen had gone white. The phone still worked for dialing numbers and such, but I could not see who was calling me or do anything else on it really. Naturally I thought that the phone must be defective since I had never dropped it or gotten it wet or anything (it looks brand new still), so I call up Alltel to ask for a replacement phone since I was still under my one-year warranty.
Soon enough I got my replacement phone and sent my defective phone back and thought it was all behind me. About a week or two later my defective phone got sent back to me with a crude diagnosis report along with it saying that my warranty did not cover the replacement of my phone since there had been "physical damage beyond normal wear and tear"... again my phone looked brand new since I didn't even take the protective coverings off of it until I sent it in. Of course I was baffled about how their tech. department came to this conclusion and I read their cute little explanation about how sometimes damage can only be seen when examining the inside of the phone and can be caused by sitting with the phone in your pocket for example. It seems to me like they could get almost anyone with this little scapegoat since I obviously can't look at the inside of my phone and tell that it's not damaged.
I had my parents call up Alltel since I wasn't in the mood to deal with them and it's hard enough to get them to talk to me since no one seems to understand that I'm authorized under their plan and they told me that Alltel told them that they had never gotten the phone and that LG was the one who did the report. So they had them call LG and LG said that they had never seen it either. On the next try they finally got Alltel to say that they did indeed look at the phone (the diagnosis report had their logo right on it) and that they would call us back in a couple of days to explain the situation.
I just got a call back today saying that I have to go to the nearest Alltel store (which is an hour and a half away from me -- I'm away at college) to go get a new phone since I can't get one via exchange by mail, and that I have to send my working phone back asap. Further, my dad explained that they told him if I brought my defective phone in and it was indeed like new that they would probably give me a new one for free... but I still have to drive an hour and a half to get a new phone because they want this one back or they'll charge me $165.00. For some reason I can't just keep this phone and save myself the outrageous gas money and the time because apparently this one is worth more than $100 more than one I could get in a store. They make a whole lot of sense don't they?
So I have to go to this Alltel store tomorrow and see what happens, but given my previous experiences I doubt they even know that I'm coming (they're supposed to know). I'll probably have to pay $60 or so that I don't have for a brand new phone that I shouldn't have had to replace in the first place.
I'm sick of dealing with Alltel...