In October 2008, Alltel put on my bill $169 for equipment we did not have. When I called the 800 customer service, they told me to go to the store that had put the charge on - 100 miles away. Then I asked what good would that do anyway, it would be their word against mine, and the associate told me they could track it. I said what good is that if they discover it is in use somewhere in that city and she replied well, there is nothing we can do. I asked for the manager, got him and he tracked it and said that particular store had it as a loaner and his records showed it was loaned out to someone else. He said he would credit it. Then it was not credited. When I called back, I was told sorry, I can't help you he was in another call center. I am refusing to pay the bill. Cell phone companies are scammers!

As background, I am a Media Relations practitioner in Ohio, and a former employee of Alltel (Writer for Alltel Publishing, Hudson, Ohio). I am representing my daughter and son in law in a matter involving a non-working one-month-old phone that they purchased and subsequently returned to Alltel only to be told that it had “water damage” and they would have to buy new phones. They are honest, forthright adults, progressive citizens and truthful people to a fault. My son in law is a war veteran and as upright a person as you would ever want to meet. I trust them implicitly when they tell me that their month-old phone was not damaged by any activity or action on their end. They are 100% positive that the phone was flawed upon receipt.

We are seeking a new phone at no charge immediately. We know beyond a shadow of a doubt that the recently purchased phone was either damaged at the store where purchased or is a factory flaw. Here are the facts, stated for the record and for future pursuit:

Chad and Leah Smith renewed their contracts and bought 2 new phones on July 13, 2008. About a month later Leah called a customer service representative when the screen on her phone began to disappear and a symbol began appearing stating that she had voicemail when she did not have a message. The service rep at that time informed Leah that Alltel would place her name on a ticket and that there were multiple tickets from the region expressing this very same complaint. The rep very clearly indicated that it was some sort of regional problem experienced by many others in the area who had purchased those phones. The rep indicated that she would call Leah back in 24-48 hours. The rep never returned that call.

After having a hard time using the phone, and frustrated with no action on Alltel’s part, two weeks ago Chad and Leah made a special drive in to the Alltel office to explain this problem live to a representative. Unfortunately they had received no return phone call from Alltel to correct the problem. The customer service representative stated that they should mail the damaged phone into Alltel’s customer service department and that they would then receive a replacement phone in the mail for free. She did not say this was a possibility -- she said that this is what they would do. Yesterday, Sept. 22, Leah received a letter from Alltel stating that the phone contains liquid damage and there is a corroded component specified by the display lens. She was informed that this alleged “water damage” could be from water submersion, exposure to rainwater, exposure to high humidity, or liquid intrusion.

Leah is 100% sure that she never got this phone even slightly wet. It went from her purse to a DRY counter daily…with no rain, no water ever exposed to it. She called the customer service support service supervisor (for the record she spoke to ID rep number 00048604) and was informed that there was “nothing that she can do about it”and that she would have to purchase another phone for an additional $100-plus dollars. Chad then made yet another special drive to the ALLTEL store where he was also told “so sorry…pay for another phone.” He was advised to call Motorola and did so on Sept. 22. Motorola said they would call back between 24-48 hours. Of course, there has been no return call.

It is time for the utility companies to stop dumping on the lower middle class. This young married couple – a war veteran and both struggling to make a living in a marginal at best economy in a depressed area of the country – paid good, hard-won money for their phones. They have been responsible in paying their bills. But it appears that Alltel, has rewarded their diligence with a flawed telephone, endless customer rep conversations that go nowhere, more bills for a phone they cannot use, and finally a notice that they must buy a NEW phone after only one month. This is unacceptable.

We have no idea where this alleged “water damage” came from or when it occurred. But this we know…it did not happen as a result of this young couple’s negligence. This phone did not get dropped into water at any time nor was it kept in a bathroom or any other place where water would accumulate. If the phone is so cheaply made that “humidity damage” is an issue, then I would maintain that it is incumbent upon ALLTEL to improve the quality of their phones to withstand moisture -- not put the burden on the buyer. Humidity is not a factor the buyer can control.

For the record, my husband and I are both Alltel customers. We switched from Cingular (AT&T) last winter and after switching from Cingular phones to the Alltel phone, noticed right away the inferiority of our Alltel phones. We purchased the lower priced ($100 or more if I recall) phone that came with a refund, but never did get our refund as we missed the deadline date. We’ve only had them a few months and already my husband’s phone does not open easily and the audio flares very loud periodically. What…moisture damage there too? I certainly would not return my phone for another one, as most assuredly I would expect the same abysmal treatment as my daughter received…you keep my phone and expect me to buy a new one. This smacks of racketeering.

No one should be forced by a corporate utility to pay $100 for a phone, then pay it again a month later because of a malfunction that was not caused by the customer. This young couple made two frustrating and costly trips into Alltel and have been on the phone with customer service representatives for hours to resolve this. They’ve asked my assistance, and I’m glad to help, because I believe businesses (yes, even my business as a media relations practitioner) are responsible for delivering QUALITY service and products. And when they do not, it is their responsibility and privilege to make it right. Responsible is the key word. Please forward a new phone to this young couple to replace the flawed phone. We believe somewhere a mistake was made, and it was NOT on the part of the customers, Leah or Chad Smith.

I would hope that Alltel has not devolved into a corporation that pads its own pocketbooks with substandard technology then would ask a struggling customer to repurchase when the technology fails to deliver. The Alltel I remember from working there 10 years ago would send this young couple a new phone. I would appreciate your response and attention. This is the kind of unfairness and persecution from corporate America to its customers that gives utility companies an increasingly bad reputation. We will pursue a fair ending, I promise you, and are prepared to advance this issue to media, utility regulatory channels and business avenues. You also stand to lose six customers right off the bat if this is not resolved fairly. We are small, but we will fight for right.

Sincerely,
BH

I have had service with Altel for over two years with no complaint. Now after upgrading to a so called better phone the service sucks. I can not have a simple conversation with out it cutting out, also they do not keep very good records. I was required to pay a deposit of $500 and now after over two years they claim no deposit was made and cannot find any record of one ever being paid. The phone would not have been turned on with out it.

I had been a customer with Alltel for many years. In 2007 I took a trip to Las Vegas, NV and also made a stop in Arizona to visit some family. Before I went I spoke with someone at the 800# as well as someone in the store. Both of them advised me that I did not need to change my plan or add anything on and I would not be roaming in the locations that I would be traveling to. Well when I got back and received my next phone bill...hundreds of dollars in roaming charges. And best of all... I appearantly made a call in Sacramento, CA and then another call in Seattle, WA three (3) minutes later. So I called Alltel and they told me that I should have known I was roaming there due to some light on my phone. Well I never saw a light on my phone for that or even knew one was on there. And when questioned about the charges for calls made 3 minutes apart that Superman himself couldn't pull off, they said I made those calls and they could not do anything about them. I tried explaining to the representative as well as a supervisor that it is not possible to make those calls 3 minutes apart and especially if you have never been to either of those places. I told them I no longer wish to do business with a company that is going to give me false charges. They then canceled my contract and charged me $200 some odd dollars for that. When I received the next months bill they had also charged me for another month. When I called and confronted them again they refused to do anything about it. They have the worst customer service and horrible judgement. Alltel is the WORST company I have ever dealt with! They need to learn to rectify situations when they are in the wrong!

Continuous calls from alltell about ajc cooper. Whom i don't know and i have no connection with alltell and i please want these calls stopped. I get about 4 automated calls a day from alltell. It is really annoying.