Pros: Did have good experience for past 4 years
Cons: Broken phone, different information from every customer support person we talked to, feeling like we are trapped with a bad company and phone that doesn't work
Summary: We are very dissapointed with Alltel customer service! I'm sure they are all nice people, but we've had ten different conversations with ten different people about the same issue: a broken phone. We've had one number with Alltell with four plus years and been happy with coverage and support.
Recently, we added a second number to our plan and chose the free phone with new service, which happened to be a Motorola Razr. Within a week, the screen looked like it had black ink behind it and the "ink blob" kept growing. We went back to the store to exchange the phone thinking that it was defective. We were told by the Alltel representative that the damage was physical (aka: my fault) and that our only option was to pay $50 to get the phone fixed. They said this damage was done by pressure to the screen, even though the phone stayed closed in my purse most of the time. We can also stab the phone with a pen to show that pressure does not cause this sort of damage. Beware, this is what we learned: gather ALL of the insurance specifics before walking away from the store-we were not aware of any deductables, the 14 day exchange period only exists if the phone remains in pristine condition and every person you talk to about a problem will tell you something different. I now have a phone that doesn't work and am very unhappy with the provider and I can't change that or will be charged $200.
