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 complaint
Posted Tue September 2, 2008 1:14 pm, by . written to Alltel Communications Wireless
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I've been with Alltell for 13years!!! I would expect them to take care of me for that kind of loyalty. The screen on my Razr went out AGAIN. This phone has had to be replaced so many times that the ins co finally cancelled my coverage. My plan is not up until April'09 and the only thing Alltell will do is sell me another phone at retail, or upgrade my plan (doubling the cost) or sell me a refurbished for more than a new phone. I would expect them to show a little bit more loyalty than that!
I think Alltell should provide me with another phone until my contract is up for renewal, at which time I would purchase another phone and sign another 2 year contract.
Since the company can't be bothered to work with me...I will go to another carrier.
Great way to run a company and treat a 13 year faithful client!!!!!!!
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You can only file two insurance claims a year before it is canceled,
it is in the terms of the insurance. If the replacement phone is over
90 days old then there is nothing that they can do. The phones only
have a 1 year warranty and the replacement phones 90 day. If the
phone is over this then you will either have to buy another at retail
or renew your contract for a discounted phone.
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by jmuhorn99 Posted Wed September 3, 2008 @ 1:24 PM
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Generally, insurance is through an outside company. In fact, on
Alltel's website, it says, "If you are currently paying for monthly
ProductGuard phone insurance, please call Asurion at 1-888-723-3360 to
file a claim for lost, stolen or damaged phones."
I don't think that dropping insurance would be a tactic for trying to
get rid of a low-profitability customer. It sounds like from the
letter that the customer is causing damage to the phones, if they are
having them make insurance claims. If the screen blacked out and it
was a phone defect, it would be a manufacturer's warranty claim in
which case the customer would use Alltel's "Exchange By Mail"
program.
It's unfortunate that the customer seemingly doesn't qualify for an
upgrade today, but if the insurance is being cancelled because the
customer is damaging the phone, it doesn't seem like one is warranted.
(Since it isn't completely clear whether the OP used the warranty or
insurance option, I'm just making an assumption based on the letter
here.)
I would suggest trying to purchase a phone online at another retailer
that's compatible with Alltel's CDMA service. Keep in mind that any
phone not purchased through Alltel is not covered with their Exchange
by Mail or their insurance program, however. If something happened to
the phone, you would be on your own.
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