Alltel’s customer service dropped from 5 out of 5 to 4 out of 5.
In our previous review of Alltel customer service, they were just about the coolest kid on the block. According the 2008 J.D. Power & Associates customer care study, they fell just one point short of a tie for 1st place with Verizon.
While they didn’t take home the trophy, they still gained 5 out of 5 ‘Power Circles’ (Rated among the best) for customer service. It seemed like everyone could "come and get their love".
2009 hasn’t been as kind to Alltel customer service (or rather they haven’t been so kind to you). They tripped up and fell into 3rd place with 4 out of 5 ‘Power Circles’. While still better than most, it seems their customer service has slipped.
Interestingly enough, in both studies they were beat by Verizon. How will the Verizon Alltel merger affect this? We’ll have to wait and see.
For now, let’s take a look at the full details of the study (click for the full press release):
The study looked at time taken to answer calls, time taken to resolve (total number of calls) as well as the actual problem to be resolved.
While Alltel customer service didn’t get the best rating, the worst of this is happening to cell phone subscribers. The real take-away point is this:
If you get mobile broadband with Alltel, you probably will not be calling customer service often.
In other words, don’t let Alltel customer service ratings weigh too heavily in your decision for or against them. While it may be the nature of phones to have fluctuating bills and strange happenings you need to call in about, the issues that happen with mobile broadband are usually something you’d need to talk to tech support (not your average customer service rep).
Final Thoughts
If you’d like to get Alltel, here’s where you can get some good deals. We only recommend the best. Also, as I explain in my ethical bribe, it helps the site pay our costs so we can keep providing great content for you.
If you’d like to learn more, check out the Wireless Broadband Comparison or sign up for the free Mobile Broadband Buyer’s Guide.
In addition to the regular fine print, there is also one word of caution. While Alltel has the best mobile broadband plans right now, they’ve been purchased by Verizon. On their site, they have a ‘Verizon Wireless Integration FAQs‘ page that explains the transition. While it’s not happening immediately, in coming months, the Alltel name will be no more.
Here’s what that may mean for you. If you decide to get Alltel now, and Verizon does not ‘grandfather in’ your old unlimited plans, you will most likely be able to cancel without any sort of early termination fee as they’ve effectively broken the contract that you had with Alltel. In my experience, I had my Sprint unlimited mobile broadband plan grandfathered in and I happily download without fear of overage charges. With Alltel things may be different. Consider this your heads up.
