ALLTEL Corporation
ATTN: Board of Directors
One Allied Drive
Little Rock, AR 72202
Dear Directors,
From the lack of feedback, or concern, which I have received regarding my original letter, I doubt very greatly that this one will be considered anymore than a nuisance.
I had received several e-mails from a Danishia regarding my concern, of which she had promised to call me at several different times, of which I had missed the two she had placed. She e-mailed back and told me I will be in the office on Thursday 11/06/03 at 7:00 am. I will be happy to contact you during my lunch hour. Again, at HER convenience, not mine. I attempted to return her calls to the number, which she left and identified as her direct line, but found that the number was not part of the voice mail system. After several more exchanged e-mails, I received a call from a Mr. Washington, who identified himself as Danishia's supervisor.
During my conversation with him, I let him know exactly what had transpired, up until the time of my original letter, as well as the nine (9) customer service representatives in three (3) different call centers trying to return a call to the customer service supervisor Valerie. When I did speak with her later that evening, I was informed by her to send the phones back to her at my own expense and she would handle to it from there. The phones were indeed shipped, at my expense, and received in the Tampa location on Friday, November 7.
Mr. Washington went on about how this is not representative of the normal customer service at ALLTEL and that I should reconsider staying an ALLTEL customer. I explained that I doubted if I would ever use, or, recommended ALLTEL to anyone. He then gave me his direct number and asked me to call him if I reconsidered and wanted to stay an ALLTEL customer.
Having the weekend to consider his statements I attempted to call him at his direct number. After two days of leaving my name and number on his voice mail, I have yet to have heard from him. The assumption is that my staying an ALLTEL customer must be more lip service and not real!
Once again I thank you for providing me with a classic customer relation's study on how not to provide customer service to my clientele. Your integrity as a corporation ranks right up there with Enron, HealthSouth and Tyco. May you soon follow the same fate as each of them.
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