Comments on: Alltel: A tale of two customer service reps http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps My commentary on Tech News, Starting a business, Ebay, and Everyday Life Thu, 08 Jan 2009 17:45:07 +0000 http://wordpress.org/?v=2.7 hourly 1 By: julie byrd http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps/comment-page-1#comment-79719 julie byrd Thu, 02 Aug 2007 17:59:51 +0000 http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps#comment-79719 My alltel phone has not received calls for a few days. Customer service ("Tech support") says there is a tower down, they don't know when it will be fixed. They offered me $5 for the inconvenience. When it starts working again, that's how I'll know the tower has been restored. Now I'm holding with the bill paying department, who is at least in this country. I have been tied up with this problem for 4 hours today, 2 hours yesterday. There is no way to email Alltel. They have an address for written correspondence - suggest it will be 3 to 4 weeks for a response. ALLTEL IS NOT MANAGING AT ALL!!! My alltel phone has not received calls for a few days. Customer service (”Tech support”) says there is a tower down, they don’t know when it will be fixed. They offered me $5 for the inconvenience.
When it starts working again, that’s how I’ll know the tower has been restored.
Now I’m holding with the bill paying department, who is at least in this country.
I have been tied up with this problem for 4 hours today, 2 hours yesterday.
There is no way to email Alltel. They have an address for written correspondence - suggest it will be 3 to 4 weeks for a response.
ALLTEL IS NOT MANAGING AT ALL!!!

]]> By: Brady http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps/comment-page-1#comment-68772 Brady Thu, 28 Jun 2007 20:29:39 +0000 http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps#comment-68772 I used to have similar experiences calling Sprint pretty much consistantly. On the flipside I rarely if ever had problems with Verizon when calling in as a rep, but I did have the tier 2 direct number which bypasses the tier 1 customer support people that pretty much don't have the power to do anything. If there is one thing I learned having to call wireless carriers multiple times a day for 3 years was that if you get bad customer service say "Nevermind" and call back in a minute so you can talk to someone else. Worst case when you call back just immediately ask for someone in tier 2 support "because you were just talking to them" and you can weasel your way past tier 1. I used to have similar experiences calling Sprint pretty much consistantly. On the flipside I rarely if ever had problems with Verizon when calling in as a rep, but I did have the tier 2 direct number which bypasses the tier 1 customer support people that pretty much don’t have the power to do anything. If there is one thing I learned having to call wireless carriers multiple times a day for 3 years was that if you get bad customer service say “Nevermind” and call back in a minute so you can talk to someone else. Worst case when you call back just immediately ask for someone in tier 2 support “because you were just talking to them” and you can weasel your way past tier 1.

]]> By: Thatedeguy http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps/comment-page-1#comment-65761 Thatedeguy Fri, 22 Jun 2007 20:13:05 +0000 http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps#comment-65761 I hadn't intended the centering, but hadn't really put much time into fixing it. Never had anyone mention it before. Should be fixed now. I hadn’t intended the centering, but hadn’t really put much time into fixing it. Never had anyone mention it before. Should be fixed now.

]]> By: TDavid http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps/comment-page-1#comment-65744 TDavid Fri, 22 Jun 2007 16:54:25 +0000 http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps#comment-65744 Hmm, seems like an unclosed center tag. Might want to check into that, unless you wanted all the comments to be centered, Shane. Hmm, seems like an unclosed center tag. Might want to check into that, unless you wanted all the comments to be centered, Shane.

]]> By: TDavid http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps/comment-page-1#comment-65742 TDavid Fri, 22 Jun 2007 16:53:31 +0000 http://www.thatedeguy.com/archives/2007/06/alltel-a-tale-of-two-customer-service-reps#comment-65742 If you haven't done so already, call back and talk to Holly's boss. Make sure to put in a good word for how she handled your account. Managers dig hearing props for their employees and it will go a long way toward her next performance review :) Lots of people want to contact managers to bitch about the help, but it's more rare and much deserved in this case to hear compliments. If you haven’t done so already, call back and talk to Holly’s boss. Make sure to put in a good word for how she handled your account. Managers dig hearing props for their employees and it will go a long way toward her next performance review :)

Lots of people want to contact managers to bitch about the help, but it’s more rare and much deserved in this case to hear compliments.

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