Anthony Hook

This is an update to Alltel Customer Service - Part 1.

I have called Alltel Advanced Technical Support and they have directed me back to the local Alltel Store.  She reported that speaking to the manager at the local store is the best bet, she suggested that I shouldn’t speak with anybody but the manager.

I’m frustrated that this these multi-whatever-they-profit companies and technical support.  Well, who actually likes technical support?  Customer service and tech support - yes, I’ve done it - still, the obligation is to the customer because without them, there is no company.

I’m going to shake somebodys tree, I will get a new phone, and it will not be a refurb.

I’m off to make phone call number 4.

I’d like to share some communication problems between Alltel and Blackberry, but first I’ll share the back-story.

I jumped on my dad’s plan and bought a brand-spankin’-new Blackberry Pearl 8130 from Alltel over Thanksgiving break, and I’m still under the 30-day return period if I’m not satisfied with my phone.

Approximately two and a half weeks ago, I noticed my red “End Call/Power” key and the “./O/P/Speakerphone” key was not initializing keypresses correctly; the keyboard doesn’t feel proper when pressed.  Approximately two weeks ago,  I took my phone out of it’s leather case that I store it in, and the silver retainer clip that holds the trackball in was in the bottom of my case, along with the trackball itself in it’s housing.  I have yet to drop the phone, sit on it, or get it wet.  I re-installed the trackball and the silver clip, and noticed that one of the clips on the backside was missing.  After falling out and being re-installed a couple times, the clips have now disappeared from the retaining ring.

I am finally home for Christmas break during school, and I figure that I could take it into Alltel during my 30 day window and have the phone replaced for one that is working correctly.  Alltel told me that I have 3 options:

1. File an insurance claim and pay a $95 deductable for a new phone
2. Try to send it to Blackberry with a chance that they will cover it as a “manufacturer defect,” and if not, I pay for a new phone.
3. Call Blackberry myself and see what I can do.

and she said that my best option was to call Blackberry and see if they could handle it.

There is no way that I am going to pay, be it $95 of $350, for a faulty, defective phone.

After searching around for a while, I found Blackberry’s Technical Support number and explained my situation and exactly what happened, and I was directed to call Alltel because they apparently have the contract for dealing with warranties, etc.

After 45 minutes on hold with Alltel, I was able to speak to a warm body at the “Advanced Technical Support” department and after telling her my situation, she explained that I have an insurance decuctable, suggested that I called Blackberry, and put me on hold.  In the meantime, my battery went dead on my phone.

I took a break from making the calls, let my phone charge, and typed this article.  Hopefully I have enough battery charge (not to mention patience) to wait the long hold times.  And with another cup of coffee in hand, here goes.