Ok, here's the situation. I've been a customer with ALLTEL for going on 5
years (don't ask why, cuz as it is their service, at least where I am,
sucks, and their customer service, is god awful). Actually, I don't use the
phone, my brother does, and we're just too comfortable, at least until
number portability comes along, to make a move.

Anyhow, here's the scoop. He had the Motorola v60 for close to a year now.
We haven't been under contract for a good 3-4 months. Last week, he decided
he wanted to get the Motorola T720 (another mistake --  I know, I had the
VZW version).

Anyhow, he figured he'd sign a two year agreement, to get the T720 at the
discounted price. So he renewed (he also currently has an unlimited airtime
plan that ALLTEL has discontinued here, so he got to keep that, and figured
signing for two years would lock that plan in too).

Nonetheless, we got the phone, let it charge and all that happy stuff. Two
days later, we started having problems -- locking up, powering off during
charging, all kinds of garbled trash on the screen, and constantly having to
take the battery out to get each problem resolved.

He got upset and said screw it, so we went back to ALLTEL today to return
the phone and end the 2 year agreement, since they have this wonderful TOTAL
guarantee program that allows you to use the service 15 days and if you
don't like it.... etc.. (just like Verizons Worry Free Guarantee)..

Well they tell us first off, that the phone needs new software, and the
sales rep literally YANKS the phone from my hand. Then  he tells us that we
can NOT cancel and get out of the contract -- because the guarantee is only
good for NEW customers, not for re-newals (their website, nor their
'handout' that explains the GUARANTEE implies "new or existing customer"
related topics).

So. I'm wondering is ALLTEL in the wrong here? I called CS and was on hold
for 20 minutes to be told that a supervisor would NOT speak to me, and that
I was pretty much SOL. That's  real good customer service for you.

I'm just wondering if they can do this. Since the fine print makes NO
mention of new, old, existing, renewing, or any type of customer, I would
imagine I can get out of the contract -- at this point, my brother just
wants to go back to month to month with his v60 and wait it out till number
portability hits, and I'd think at least ALLTEL would realize that and say
"Hey, he's not LEAVING, we're getting the phone back, and he's still staying
a customer (god knows why)"

Anyhow, if anyone can offer any insight, ideas, suggestions, or who I can
contact. ALLTEL's website used to have a list of contacts, by region (like
VZW's website), but I guess they removed it due to too many complaints.

Thanks.