Alltel- Customer service

AllTel- Fulton County Ohio unable to get customer service at all! Read this exchange that goes on adnauseum. It is in reverse order. Read from the bottom up.

-----Original Message-----

From: Email User [ mailto:Email User]

Sent: Tuesday, April 25, 2006 7:55 PM

To: xxxxxxxxxxxxxxxxxxxxxxxx

Subject: Dissatisfied Customer [Incident: 060420-000984]

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for allowing us to be of service to you.

You may also update this question by replying to this message. Because your reply will be automatically processed, you MUST enter your reply in the space below. Text entered into any other part of this message will be discarded. [===> Please enter your reply below this line <===] You really do not understand. You may credit me for a dropped incoming call but it does not compensate me adequately for an unhappy customer. Unlike Alltel, I care about my customers and dropped calls, rebated or not is not acceptable. So I CAN take a credit on my bill?

What about the signal strength issue?

I understand that Cingular may be more customer focused.

No need to reply; I can see that Alltel wants to tell me why I am a bad customer instead of fixing the problems.

This issue IS NOT resolved to my satisfaction but I will not continue to debate.

Fix me up or let me go.

CC: to Complaints.com

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If your issue remains unresolved, please update this question at https:Email User&p_next_page=myq_upd.php&p_refno=060420-000984&p_created=1145570343

Subject

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Dissatisfied Customer

Reponse (Gayle W) - 04/25/2006 06:55 PM

Dear Mr. xxxx,

I apologize for the inconvenience that you have experienced with the telephone dropping calls in the xxxxxxxx area. You stated that this just started happening about three weeks ago. Was this before or after you were traveling. I reviewed all your current usage, especially while out of area and don't see any issues. If you did experienced dropped calls, our system credits those back and you see that information on your next bill.

If you continue to experience problems, to better service your needs, we advise you to bring the equipment to the nearest retail location, one of our technicians can check it out and if no problem is found, he'll be able to call the Technical Support department to issue a ticket.

We value your business and thank you for choosing Alltel.

Sincerely,

Wireless Support Center

Virginia Beach, Virginia

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Customer (xxxxxxxxxxxxx) - 04/25/2006 02:18 PM

How funny! That's the answer I expected. I am unable to get a tech on the phone. I called that number twice two weeks ago and last week and after holding for over 20 minutes each time, still did not get a person to answer the phone. The robot told me to write an email to you. I do not have time to stay on hold again just to be left unanswered. Please have a tech call me at 419-337-0247

I am going to have fun showing this email to the other Alltel customers I know. It will also be a hoot when posted on the net.

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Response (Veronica R) - 04/25/2006 01:25 PM

Dear Mr. Avery:

I will be happy to assist you. Unfortunately, this situation will call for the experience of our Technical Department. Please contact our Technical Support Group at 1-800-ALLTEL1. You may dial *611 from your cellular phone, and a representative will happy to troubleshoot your concerns. Please call from a land line phone if possible. This will assist us to make a thorough attempt to address your issues. There is someone available to speak with someone in our Tech Support Department 24 hours/7 days a week.

Please let me know if I can be of further assistance. Thank you for choosing ALLTEL. We appreciate your business. Have a great day!

Please respond to this message if you would like to hear more about our current offerings.

Sincerely,

Wireless Support Center

Virginia Beach, Virginia

Please print this email to keep for your own records.

Customer (xxxxxxxxxxxxxx) - 04/25/2006 11:18 AM

I would like to ask you a couple of questions to get to the root of the issue and determine exactly what is wrong with your service or equipment. I see that you have two lines on account. Are both lines experiencing the problem or is just your line? How is your service outside the Wauseon area? What are two streets (cross streets) that cross in the Wauseon area? What type of phone do you have?

Both lines show the same random up and down of signal strength 0 bars to 4 bars. My address is on the corner of Co. Rd D and State Rt 108 My phone is a Kyocera KX434 out other phone is a Nokia but model unidentifiable. My friends at Toledo Edison have told me that they too are having signal strength and dropped call problems in the Wauseon area (zip 43567). At least 4 other Alltel users I know have also confirmed the problem.

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I am most displeased that I am unable to talk this situation over with a live person. There are times when a personnel touch is best. This is one of those times. It seem that Alltel talks about customer satisfaction but does not follow through. I spent 40 minutes in two calls trying to talk to someone and was ignored by Alltel.

I sent an email and was robotically replied to that I had not followed the Alltel rules required to place a complaint.

No one has yet responded to my request for a billing credit.

I know whomever is reading this is just a cog in the machine but is their no marketing people that care about the customer? I've been chasing this for a week and this poor coverage is HURTING MY BUSINESS. I may not be able to wait until my contract is up to change to a carrier who may want my business and can give me coverage. My friends at Toledo Edison are very interested in hearing what I find out.

XXXXX

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Response (Veronica R) - 04/25/2006 10:13 AM

Dear Mr. XXXXX,

I would like to ask you a couple of questions to get to the root of the issue and determine exactly what is wrong with your service or equipment. I see that you have two lines on account. Are both lines experiencing the problem or is just your line? How is your service outside the Wauseon area? What are two streets (cross streets) that cross in the Wauseon area? What type of phone do you have?

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Customer (xxxxxxxxxxxxxxx) - 04/24/2006 04:01 PM

I did not reply correctly??? This is customer service???

Account #xxxxxxx

ALLTEL phone number xxx-xxx-xxxx

Name of account holder xxxxxxxxxxxx

The last four digits of the account holder's social security number xxxx

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Response (Tabitha H) - 04/24/2006 03:02 PM

Dear xxxxxxxxxx

Thank you for choosing ALLTEL for your communication needs. We appreciate your business and support.

We will be happy to process your request. However, we must have further information in order to do so. Please respond to this message with the following information.

1. ALLTEL account number

2. ALLTEL phone number

3. Name of account holder

4. The last four digits of the account holder's social security number

Once we receive this information, we will be able to process your request. Again, thank you for choosing ALLTEL. We look forward to hearing from you soon.

Thank you,

Tabitha

Ownership ID 2690

Wireless Support Center

Auto-Response - 04/24/2006 01:07 PM

We have received your message and a Customer Service Representative will address your questions in the order in which they are received. We apologize for the delay in responding to you. It is our goal to respond to all customers in an acceptable and timely manner. We appreciate your patience in this matter.

If you have a lost or stolen phone, please contact us by phone immediately.

Remember; at www.Alltel.com you can access your account, pay your bill, and find answers to many commonly asked questions, 24 hours a day, 7 days a week at your convenience. Just Click.

We know that you have a choice in who provides your communications service. At ALLTEL, we are constantly striving to serve you better and keep you connected - thank you for choosing ALLTEL.

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Customer (xxxxxxxxxxxxx) - 04/20/2006 04:59 PM

419-438-3286

I am a 10+ year loyal customer but I do not think Alltel wants my business anymore.

I have always had coverage at my office in Wauseon but for the past two weeks coverage has been worse than sporadic. I flip flop between 4 bars and none and have dropped repeated calls. These are my customers and credit for the dropped call is not sufficient.

I will be taking a credit on my bill for lack of service and complete failure of Alltel to get a service person on the phone. Two tries and no help after 25 minutes both times.

I believe a $100 credit to my account will be sufficient to get someone attention. Next time it will need to be more. Renewal is up in July--- Do you want my business?

Required Answers:

How do I get a real live tech or service person in under 10 minutes when I call. You have sales people standing around (I drive by the store) but will not properly staff for support?

What is wrong with my coverage in Wauseon, OH?

You will probably have to call my land line xxx=xxx=xxxx and that should be embarrassing.

FA

Question Reference #060420-000984

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Topic/Detail: Customer Service

Sub-Product: Satisfaction Guaranteed

Contact Information: XXXXXXXXXXXX

Date Created: 04/20/2006 04:59 PM

Last Updated: 04/25/2006 06:55 PM

Status: Solved

Cell/Wireless #: xxx-xxx-xxxx

Account #:

Comment On This

I'm sorry but i just got a phone from my uncle and the phone is not coming on . And I do not know the accout number . I called the alltel place where they ran the number it is 251-236-0251 and they said that the phone is active . Owner name is Terrence Stallworth