I'm so mad I could spit bullets...
By byfaithonly
@byfaithonly (10698)
United States
May 20, 2009 9:14pm CST
Just a warning, major rant coming here...
#1 I work for a US call center, all day I deal with crying, screaming, yelling, upset customers - and all the time I keep a calm voice and do all I can to help. I am FRIED and exhausted when I get home.
#2 18 year old son and I both have Alltel pre-pay cell phones (see attached photo).
#3 Son texts me a bit ago, "Mom u put 10 on my phone" - this means I put $10 phone time on and he'll? Yes, then pushed 0 for operator, I want to put time on a different phone - not my phone. You need call #729. NO, I want to put time on a different phone, not mine.
#4 Getting POd now that's 3 times I've said I don't want to put time on my phone but on a different phone. OH son's phone? YES, gave phone number - repeated that 3 times...
#5 5 Times repeated wanted to pay with credit card - very clearly each time... This less than 5 minute process took over 1/2 hour....Now I'm getting wrote up for not being quick enough on phones - verify all account info, name address phone ssn and acct number, state total balance on utility acct, pst due, disconnect amount and date, process payment or find possible payment arrangement....
Informed son when he got home I will never do that again and when I can afford it I will NOT be using Alltel.
Do I have a right to be upset? How would you feel in this situation? Do you use Alltel as a cell phone service?
1 person likes this
7 responses
@carpenter5 (6782)
• United States
21 May 09
No, we have AT&T. Everyone I know that has Alltel has trouble in some way. My mother has it, and there are certain parts of her house that she has no service. She can't be talking to me on the cell phone and walk from the livingroom to the laundry room or the phone disconnects because she has lost signal.
2 people like this
@byfaithonly (10698)
• United States
21 May 09
We haven't had any problem with getting disconnected but that customer service really upset me. Son said he's had the same problem with them in the past - when I add time to mine I just use the automated system so don't have to talk to anyone, particularly someone that can't hear anything.
@nova1945 (1612)
• United States
21 May 09
I would be angry too and am glad I didn't go with Alltell. Considered it at first, but chose Verizon prepaid instead. They have excellent coverage and service and I have them automatically add $15 a month from my credit card (actually a debit card) so I get to keep whatever minutes are still left at the end of the month. Kind of like "rollover minutes."
I had the kind of communication problems you did when I called the call center for HSBC in India. VERY frustrating and I will not deal with them again.
I have been very happy with Verizon.
1 person likes this
@byfaithonly (10698)
• United States
21 May 09
I may check into Verizon I also want to do some research on Alltel because if what I suspect they are out-sourcing work out of US and I don't agree with that when there are so many at home without jobs and the service suffers merely because of language problems.
@byfaithonly (10698)
• United States
21 May 09
I never thought of cultural differences being involved going to have to think about this. I did try to keep my 'phone voice' calm and understanding but hey I was the customer this time and I don't want to waste my time repeating myself a dozen times...
Well gotta get ready for work - off to the cubical with no windows, behind in seat, on phones and computer until 8 tonight :(
@nova1945 (1612)
• United States
21 May 09
It is very possible they have outsourced their call center - most companies have. It is not so much that these people don't understand what you are saying as it is that they don't comprehend the subject because their mindset is different due to cultural differences.
1 person likes this
@tigerdragon (4297)
• Philippines
21 May 09
hello. In our country , we call them prepaid. we just simply buy a sim card worth $3 or less and it comes with a load of a few minutes. slap it in any cellphone and it is ready for use. whenever we put in minutes, which we call "load" , we simply buy call cards or simply go to any variety store and ask the cashier to send us a load via sms, give them the cash and within seconds, it's in our phone already. we can load up to a minumum of a few cents! we can even send or share our load with friends within the same network via sms. we do not need to call any operator to this for us, we do it ourselves. most of the people here carries a prepaid phone. with postpaid accounts, we just simply apply to any network and pay our bills through any accredited banks or establishments. there is not much of a hassle. i can symphatize with you because, i use to be a call center representative for virgin mobile and i know the hassles you guys go through just to get a simple top up.
1 person likes this
@tigerdragon (4297)
• Philippines
22 May 09
wow, U.S cellphone companies are really out to get more money from their cutomers. why can't they just simply have a system where you can share your load with your peers by just sending them from your phone's load? we have a phone company here where we just have to top up $3 and we have unlimited texting and 4 hours worth of call but only good within it's network. Now, there is a trend that is catching up where a landline number can be moblie, integrated to its cellphone users, and two of our major telephone companies are offering mobile "landline" phones and it is a lot cheaper and practical for people on the go.so, they can bring their landline phone with them.
@byfaithonly (10698)
• United States
21 May 09
When I top up my phone I can do it through an automated system and don't have to talk to anyone (I'm fine with that) but son doesn't have a credit or debit card so always asks me to do it then he'll pay me the money in cash. If he's home he can just do it the same as me through the automated but like last night he wasn't home and was almost out of time :(
@byfaithonly (10698)
• United States
23 May 09
I don't even have a landline now, we had the cell phones already so figured save a little money where I could but I am getting frustrated with so many choices and not familure with any. US companies are certainly out to make as much money as they can any way they can including hiring incompetant employee for their service centers.
@kiwikidz (753)
• New Zealand
21 May 09
Hi, no I don't as I live in NZ but couldn't resist saying hi as you look like you could certainly do with a hearing ear my sister. Take a few breaths and if all fails go and scream out the door, or if you do have a couple of stiff drinks (but personally not me). I've sent up a few prayers for you instead. Hope the rest of the day goes fine.
1 person likes this
@byfaithonly (10698)
• United States
21 May 09
Oh dear you are soooo sweet - I really do need and appreciate your prayers and I'll pass on the drinks myself (don't touch that stuff). I'd go scream out the door but sure the neighbors would call the police - not used to this living right in town at all.
@echomonster (2226)
• Greenwood, Mississippi
21 May 09
I use Tracfone as my prepaid cell provider and feel it's actually gotten better in the time I've used it (five years now). I always bought my minutes online, but I used to have enter these absolutely horrible and incredibly lengthy codes into my phone...and if I messed something up, I'd have to call them and spend even more time on it. Now it's deliciously easy: I just buy the minutes online and they're available to be used. I haven't needed to contact customer service since. I don't have any experience paying for someone else's minutes, though.
I'm sure you're one of the good, helpful call center people since I feel like I know what kind of person you are, but I have to say the more I deal with customer service over the phone the more I feel like the world's only going to turn more and more to automated processes over time. It just gets so frustrating dealing with people and the endlessly complicated bureaucratic procedures they dream up, not to mention wait times...automated processes tend to work so much more efficiently, except when they don't work at all and you have to start dealing with people all over again.
1 person likes this
@byfaithonly (10698)
• United States
22 May 09
It's really funny though because I do get a lot of calls that go, "Is this a live person?" they want someone to talk to not a machine :) I usually say something like, "Well, the last I knew I was live" that gets them laughing and lightens the stress somewhat.
@goldeneagle (6745)
• United States
21 May 09
I too have worked in a call center for a internet service provider. I worked for a company called CLEARWIRE COMMUNICATIONS. I would not wish that on ANYONE. Clearwire is a TERRIBLE company, and I would not recommend their service to anyone, nor would I recommend them as an employer. I hated that job with a passion, and it got to the point that I didn't even want to see the sun come up in the morning.
On another note, I DO have service with Alltel. I do not have the prepaid service though. I have a regular contract with them, and I have three phone lines on it. I have never had a problem with them at all. I would recommend them to anyone I know, but then again, as I stated, I have never had PREPAID service with them. That may be a whole other story. I have been with Alltel for almost five years now, and I have never had trouble with them...
1 person likes this
@byfaithonly (10698)
• United States
21 May 09
Same here as far as the call center - it's a job and I'm thankful for that but that's all I can say. I don't know anyone who likes it there, and we have over 500 employees working for different companies.
I wonder if it is the difference between pre-paid and a contract it certainly sounds like your experience has been different than mine but I think it's a combination of factors that set me off.
@danishcanadian (28955)
• Canada
21 May 09
OH GEE that sounds annoying!!! That sounds really really really really really annoying. I could spit bullets right there beside you. I haven't been in exactly this situation, but I have been in a similar one. I wanted to give my step-daughter a little gift, and put $20 on her cellphone once, and they only put $10 on, but tehy charged me for $20. Stupid American phone companies!! Glad I'm back home in canada.
1 person likes this
@byfaithonly (10698)
• United States
21 May 09
LOL your not impressed with American phone companies and I'm upset because I know very well that call center is NOT American - the town I live in has almost the highest unemployment rate in the nation and this company is sending jobs out of the country.
I may have to move to Canada to get good phone service in the future :)
