The Official Alltel Employee Thread, part II

So after the put the ESN number in the system I should be able to just hit *228 and be able to go from there? I've already programmed in all the correct info as far as MDN, MIN, and SID for my area.
 
Hoping someone can give me an idea here.. not had this happen before.

I sell an HTC touch pro to someone in April on a renewal. First part of July customer has issues, keypad won't work. I do the software update in the store, etc.. work with tech support.. but still won't work. They do an xbm ticket, but the phone is back ordered for a couple of weeks. So a couple weeks later she gets the phone and the replacement is bad the next day, bad charging port. (in the meantime she already sent first one back)

I call in another xbm ticket, they say all is good to go, they'll overnight one (this is approx august 24th). August 26th no phone has showed up.. so I call to track it and they say soooo sorry phone was backordered and no one told you when you did the xbm. It will ship out on September 8th.

You can guess... September 9th, no phone.. call back in, they say soooo sorry phone back ordered again, maybe be available September 28th..

As you can imagine I am getting my butt chewed pretty good right now by customer that I have been charging a battery for in the store and swapping every few days because her port doesn't work at all.

Anyone out there have status on whats going on with that phone that someone can be without one for what will be 2 months? Anyone have suggestions what I can tell her to do? She bought an expensive phone, has an expensive plan.. not going to go into a cheap loaner if you know what I mean... I am out of things to tell her I guess.

:help:
 
oh, what a crappy situation!! honestly, i've dealt with the same thing before, and i ended up calling my indirect rep and asking that she make a call down to the retail store and ask for a loaner phone so that the customer wasn't stuck with a broken phone for months. i'm not a huge fan of shuffling the customer around unnecessarily, but it seems like she's been through a lot and just needs a break. i'd apologize for the horrible circumstances (again, i'm sure) and just let her catch her breath while the new xbm comes in. and maybe throw her a car charger or something for the inconvenience.
 
If you already have a smart choice plan with a blackberry can you just change the esn to another blackberry (a verizon one) using the online account manager?
 
Well I have an inquiry. I've had Alltel for about 3 years now and have really enjoyed the service in my neck of the woods. Virtually everywhere I go in Ohio, I get fairly good service. Of course there are parts where it's shady but that's expected. Anyways, recently (as in the past month or so) I have noticed an increased rate in 1XEV dropping to either 1X or simply 1xev. I will also have full bars and then it will randomly go to one, go to 1X, then back to full bars again. This happens quite often in areas I use to get fantastic service in all of the time. I am on a Tour in a divested market and my PRL is 31003.

I have also noticed that the internet will lag quite a bit, and take quite a bit of time to actually refresh a webpage. That is, the 3G coverage is lackluster, to say the least. Alas, I called tech support and spoke to a very polite woman named Melissa. Melissa told me that they're doing tower maintenance in Ohio (can anyone else verify this?), and a new PRL will be released soon even though she says I already have the latest one for my phone (31003).

Needless to say my phone is my lifeline when I'm traveling, and these issues are becoming a burden. I use my friend's iPhone and my other friend's Droid and both have 3G that kills Alltel's as well as more stable service (from what I've seen, at least). I love having great service in my house but it's starting to drive me nuts when it cuts in and out when I'm on the go. It never did this before Verizon took over.

Can any reps here shed some light on my problem? Melissa said if the problem doesn't get corrected in a few weeks on its own then to call them back up and they'll send me a replacement Tour. Can this really be a hardware issue? Does anyone else have subpar 3G, too? Thanks!
 
Okay, this is my failure and I have a few questions.
I don't know if I will get any answers but no way to know but to ask.

first. My town is switching at&t but in the merger half went to Verizon and half to at&t.
I hate at&t. I wasn't part of the pack that went to Verizon. Can I swap to Verizon instead
and still keep service since half of my town switched to Verizon???

Second I have a few phone issues that I can't weed out after weeks and weeks of attempting
that maybe I can get some sort of advice on.

Case A. I bought a motorola droid, flashed it, new rom, put it on alltel did the whiterabbit u2nl switch
because i thought i needed to and than changed the apn settings to match what the internet
says is our mmsc business. Well Everything works except for the 3g/ev connection.
Even if i randomly connect 3g it either doesn't last or it isn't any faster than ev (which means it isn't
actually connecting) I have done just about everything I could possibly think of to make it work. (forum help actually told me to ask you in hopes of finding some solution)

Case B. In my frustration i jumped on ebay and bought a (SPRINT) htc hero and flashed it rooted,
put on alltel. works 80% except for some reason the phone thinks im always roaming (changed all
settings and prl to alltel prl. I even was able to change it with *228 2) ((don't think i was charged))
But than i get an error saying I am not authorized to connect to spcs server and it disconnects me from
the 3g and 1x network. Mind you when it does work 3g is fast and works perfectly. It works as a half life though. I get full use when i first flash the phone, than hours later it gives me the error than an hour later,
than 30 minutes than 15, then every minute. Any idea on how to get rid of the roaming or removing the
function of why it thinks it is connecting to sprint.(have asked on forums that flash and no one answers)

I am at your mercy for any advice, but obviously you are all not required to or in anyway obligated to make any answer but do please at least tell me of a way to swap to verizon instead. Alltel was good to go, but at&t will take about an extra 80 dollars to have 2 smartphones to the plan and options.

Thank you.
Mike
 
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