First I will say that as a company Alltel seems to be a fairly good carrier.
After having said that, the actual experiences you have when trying for service is dreadful (sort of like trying to cancel AOL).
There is always a long wait in line to get to a service tech. In the store on Emerson, the folks are pretty nice and friendly. It has to be very frustrating for them to look out over their cubicles and see a line stretching to the door and still maintain their calm exteriors.
The telephone customer service is The Best! I have been able to get "deals" that in no way would I have gotten had I actually gone into a store.
The store in the Grand Central Mall is the store from hell! The wait is equally as long as the one in the Emerson Alltel storefront, but the representatives are not nearly as friendly, eager to help or worst of all, willing to help you choose a plan that will work for you and individualize it to your needs.
I will continue to use the service simply because I have not had any major Alltel disasters as far as the phone service goes; but from here on, I will only use the customer service over the phone.