I dropped my phone and the screen quit working. I took it to the Mt.Vernon store , where I have been a customer for 10 or more years. I have had insurance for 2 years since the last claim. I talked to a rep. who called the insurance company to get the ok to replace the phone. He told me they no longer have the phone I had been using, a Motorazr V3A, and I could pick from some other models. The one similar to the one I had was a $95 deductable. Then he showed me one ,a MotorazrVE20, that I could get for $50 deductable. I took it and before I got home was regretting it. The numbers are smaller and the letters are underneath the numbers, not beside like my old phone. Also, the screen is smaller. Not nearlly as nice of a phone as I had before. Then the next day I go on the Alltel web sight and see the exact phone I used to have is still available on line. Not a very good experience for a long time customer . I am still trying to get this phone taken back and get one like the one I had before.

Also, another problem is with calling and trying to talk to a rep on the phone. Most of the times I have tried , the call is forwarded to the customer service center which is located in Tampa , Fl. Then you have to hang up and call the number again and hope to speak to a rep at the local store.