Normally, I try not to spew hatred in a general non-focused sense…but I truly hate the company Alltel on all levels.
In a business sense, I have to deal with their Yellow Page con men in the Alltel Publishing division. (Full disclosure::I’m not a huge fan of 99.9% of all Yellow Page publishers…but Alltel takes the cake for bad business practices.)
Today, I have general vitriol against them with my personal lines. I spent some time in Alltel’s “All of our customer service associates are busy” purgatory today. It turns out that Alltel charged some things on my bill that I’ve never subscribed to. They signed me up “for my convenience”. The “customer service” rep tells me that I did use these services that I’m not subscribed to. (how did that happen?) She won’t remove the charges and pretty much says I’m lying.
We also have a heated discussion about charging me for the privilege of having long distance service along with the toll charges I do make.
Here’s the best part…
At this point, I’m fairly irate on the phone…and she trys to upsell me additional services. Of course, this is not her idea…some marketing moron higher up is telling all these reps to ask “Would you like fries with that?”
This is akin to me finding a severed finger in my meal and the restaurant asking me if I would like to purchase dessert as well.
The traditional telephone business is dying everyday. It looks like Alltel would be looking for ways to IMPROVE the customer conversation…not make me mad.
But here’s the thing….This happens daily in thousands of other businesses. Some corporate schmuck is handing down “big ideas” to improve the bottom line. It sounds good in the boardroom. But when they execute the idea on the ground…it winds up ticking me off.