Alltel BS from corperate...

[tsst]

I have three lines one is month to month. The other two have 6 months left. I want to upgrade one of the lines with six months left. Alltel is more than happy to move my contracts around to do the upgrade .... until they find out I want to move the line early and upgrade the it at VZ. Then I get a big BS line that their policy is to not move contracts. Such a BS line especially since my lines all move in October anyway. Now I have to move a line I didn't want to upgrade instead. They are not stopping me from doing the move just being as big a pain in the rear as they can while I do it.

Nice customer service Alltel!!!! NOT! I have been a on time paying customer with three lines for near a decade and this is the thanks I get from them.

[MrShawn]

Call 1-501-905-8000 and ask for Executive Relations, that is the number to the HQ here in Little Rock, Arkansas, they have always resolved my issues.

[Kaylajoy21]

No one is screwing you over. The policy is (and this is in CERTAIN markets) that a line could upgrade at the 12 month mark with a fee. If you choose to port to Vzw, then you would still incur your ETF from Alltel. If you are within the 4 month period, you can move your line to Vzw, if you wish. But its still a port away from Alltel; its not in place to just "move" you to Vzw.

**Not directed at OP, but these posts drive me nuts. As soon as someone doesn't hear "you can have whatever you want", all of a sudden, the company is horrible and ridiculous and whatnot. You have NO idea how many customers come in and have no idea whats going on and the rep who is handling them has to interpret the situation and figure out the best solution for the customer.

I understand there are SOME poor CS reps, and thats going to happen in any business. And I'm sorry it does cause confusion for customers in certain situations.

And to the person constantly giving out the executive relations number...that would be for a situation that is severely escalated. Not because someone misunderstood a policy.

[MrShawn]

Because Executive Relations has the power to give him his way.

But really, I agree with you, just wait it out.

I am actually extending all of my Alltel contracts as long as possible, to avoid Verizons overpriced plans and 5GB cap

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[MrShawn]

Manager could, but likely won't

I have been with Alltel for 18 years, I know how they work.

When I wanted to improve my coverage, the manager offered me a different model aircard, when that did not help, she suggested that i pay $300 for a booster.

I called Executive Relations, I intended to get out of my contract, the lady offered (I never once asked for it) me that wireless booster for free, and of course I took it

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[MrShawn]

Oh and the lady offered to let me out of my contract with no ETF or the booster

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[Kaylajoy21]

No offense, but rules and policies are set for a specific reason. Trust me, Alltel and Verizon want to make more money; not less.

Being in a store that is already selling Vzw and Alltel, trust me...both companies are well aware of what they are doing and WHY they are doing things a certain way.

[Kaylajoy21]

Originally Posted by ssanders2k7

Manager could, but likely won't

I have been with Alltel for 18 years, I know how they work.

When I wanted to improve my coverage, the manager offered me a different model aircard, when that did not help, she suggested that i pay $300 for a booster.

I called Executive Relations, I intended to get out of my contract, the lady offered (I never once asked for it) me that wireless booster for free, and of course I took it

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So clearly, your situation is a bit different. But really, you called because you didn't get what you wanted right when you wanted it. Its awesome that executive relations helped you out, but your situation is not simply a "I want a new phone and I want it now" situation.

[MrShawn]

I never thought about that. I feel special now.

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[tsst]

Ok let me explain better. I have three lines...

line 1 - has six months left
line 2 - has no contract
line 3 - has six months left

I am not trying to get out of my contract. I simply asked Alltel to move the six months from line 1 over to line 2 so I could move line 1 to VZW. Alltel was informed from the opening of the conversation that my intent was to move my no contract line to VZW. I just wanted it to be line 1 not line 2. They were willing to do the move if I wanted to upgrade line 1 with them. Instead because of their refusal I have to move line 2 to VZW. They succeeded in doing nothing but pissing off a customer. They did not stop the line move. Customer service said they did it in the past as a courtesy but since the VZW deal they no longer do it. There is NO valid reason not to. They lose NO contract. So now my wife and I will switch numbers and go through the hassle of telling everyone that has our number that they changed ETC ETC ETC. Alltel was the loser in the end. I am still moving a line and because of the total lack of customer service I down graded the other two lines to the bare minimum contract and dropped unlimited texting from both of those lines. As soon as I am within the 4 month period they will be moved also. Their customer commitment meant so little to them that they wouldn't do a database change that would take a minute!

On a side note I do know what is going on. I have been working in the communications industry since 1987. Mostly on the technical and engineering side but about 5 years of that in middle management.

[digitard]

Are you in a Divested area?

Moving a contract doesn't exist. What they have to do is 0 out a contract on one line, and then create a new one on the 2nd and manually set the length. For them to do this they need supervisor approval no matter what as policy says this is not an option. The only people that could override that would be mgmt level (lead/sup/mgr, etc).

If you're in a divested area then I could see them saying no. The reason being is that I believe part of the policies they have to follow at this point, due to customers being divested in those markets, is they cannot do any type of contractual changes, etc, with customers porting to another provider as it could be seen as an unfair business practice. In this circumstance there's no wiggle room even if you're a business with 100 lines. FCC set's those terms.

If you're in a non-divested area then most likely that rep's sup declined it, as policy says they dont do that anyways it's a courtesy sup approval type thing, or they have been told they cannot do that for X reason.

Hope that shed's some light.

[tsst]

Originally Posted by digitard

Are you in a Divested area?

Moving a contract doesn't exist. What they have to do is 0 out a contract on one line, and then create a new one on the 2nd and manually set the length. For them to do this they need supervisor approval no matter what as policy says this is not an option. The only people that could override that would be mgmt level (lead/sup/mgr, etc).

If you're in a divested area then I could see them saying no. The reason being is that I believe part of the policies they have to follow at this point, due to customers being divested in those markets, is they cannot do any type of contractual changes, etc, with customers porting to another provider as it could be seen as an unfair business practice. In this circumstance there's no wiggle room even if you're a business with 100 lines. FCC set's those terms.

If you're in a non-divested area then most likely that rep's sup declined it, as policy says they dont do that anyways it's a courtesy sup approval type thing, or they have been told they cannot do that for X reason.

Hope that shed's some light.

I am non-divested being moved to VZW anyway. You are right on the money that it is a courtesy sup approval thing. I was told that and understand that it is exception to policy. After 9+ years of $100+ a month never being a day late I didn't feel it was a stretch to ask them to do this. Especially given that literally the only cost to Alltel was a few minutes to make a database change. I never asked to wave an ETF or anything like that. Would seem to me a simple thing to do to keep a customer happy.

sidenote: All of this happened talking to CS at the 800# not in a store. The folks in the one store I can go to are nice.

[tsst]

Originally Posted by tsguy52

Okay - that was years ago and this is now. And here is the current policy. It doesn't matter what you know by working in the communications industry, because this is Alltel and this is their policy. Obviously it became a problem in the past or else they wouldn't have this policy. SO STOP BLAMING CUSTOMER SERVICE FOR DOING THEIR JOB!! Also keep in mind that your contract is attached to your MDN.

My background is absolutely pertinent. It gives me an insight into the industry that a normal customer does not have. It has also afforded me the experience of working directly with folks at Alltel for years.

I don't blame them for knowing the policy and following it. But lets be logical, customer service is called that for a reason. The job title is not Policy Exclusive Advocate. The supervisor told me first hand that they are able to do it as a courtesy but since the VZW deal they try avoid it.

I understand the contractual tie to the MDN hence the "customer service" request and this thread.

Originally Posted by tsguy52

IF YOU DID NOT WANT TO KEEP YOUR COMMITMENT TO ALLTEL, THEN WHY DID YOU AGREE TO A 2 YEAR CONTRACT??? KEEP YOUR SIDE OF THE BARGAIN AND WE WILL WORK WITH YOU AS MUCH AS POSSIBLE! (i.e. upgrade 4 months within contract end date)


MOVING CONTRACTS POLICY

Did you not read a single post? I NEVER asked to be released from a contractual commitment just to move that commitment to another MDN. And don't lose sight of the fact they were more than willing to move the contract if I wanted to upgrade line 1 with them.

Please do not preach to me about keeping my side of the bargain. I have more than done that spending at times years with no contract and still maintaining service. Never being late with a payment. At times having as many as five lines of service. Etc.

Being a fan of irony ... I gotta laugh at the Alltel ending jingle

"It's time to get what you want from your wireless company ,,, come and get your love!"

[tsst]

Originally Posted by tsguy52

Contracts are tied to that mdn so technically you would have to move the contract which is against policy.

Not sure if you realize or not, but policies are in place for a reason and that is so customer service works within those policies. What if cs reps didn't follow account verification policy for your account? Or deleted contracts to make more money for the store? I personally know someone who lost their management job over breaking the rules. So you don't preach to me why you should be an exception to the rule and possibly get someone (supervisor or not) in trouble. Its called integrity.

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Providing management with the ability to implement exceptions to policy is also in place for a reason, customer service. I did not ask the CS rep to break the rules. I asked a supervisor, whom already told me they can do it as a courtesy, to provide that courtesy. Maybe she was just having a bad day. Maybe because I am soon to be moved to VZW and there was no commission to gain in the request there was little motivation to be customer focused. At this point I really don't care what her reason was.

Using integrity in a post about the motives of a large corporation in today's world, a little oxymoronic but ok I guess. :shrugs:

[tsst]

Spoke with a VZW corporate rep about moving my one line (not the one I wanted to move, thanks Alltel) that was not under contract. During the conversation she said if one of my lines is eligible for upgrade they will port all three over and overide the Alltel ETF (since they own Alltel). So all three lines will be moved with no Alltel ETF. It's kind of a shame, Alltel was always customer focused in the past. I guess as the end is getting closer they have lost that focus. Maybe just human nature.