Great service from CradlePoint!

orbitalcomp · EVDO User Joined: 28 Apr 2007 Posts: 91 Location: Texas

Just wanted to share my recent experience with CradlePoint customer service, which was top-notch!

My PHS300 was purchased from 3GStore about 18 months ago, and I did not have any problems with it until about 10 days ago. After numerous firmware updates and one battery replacement, my router finally died. I was using it, the battery died, and I could not get it to power on again.

After calling 3GStore and following their directions to do a factory reset, nothing would get it working, so 3GStore recommended I call CP, since I was about 6 months out of warranty. So I called and spoke to a very nice woman, but did not get her name. She was very helpful, and after listening to me, she quickly said that they were aware of a problem with the 2.4.2 firmware when the battery abruptly runs out of juice.

She said they normally try and repair their devices, but they were apparently just replacing these bad units, so she got all of my info and told me she would send me a new one, free of charge. She did get my credit card info as a "hold", that way the new unit could be sent out quicker, instead of them waiting to get by old one.

This was a few days before the Labor day weekend, and later that same afternoon I received a confirmation email with my FedEx shipping info, which said I would receive the new one in about 4-5 days. Sure enough, I received the new one this past week, and it is the full kit. Now I can send my old one back and CP can hopefully use it for further testing to eliminate this bug.

Anyways, I just wanted to give props to CradlePoint for standing behind their products 110%. I expected to pay a repair fee, but I was pleasantly surprised, and their effort makes me feel even more secure with my other CP purchases (MBR1000 and CTR500). I own all three of their routers currently, and I look forward to purchasing their new products in the future.

PRH · EVDO User Joined: 06 Nov 2006 Posts: 29

Glad at least you got good service.

I was on hold for 1 hour and 8 minutes, and no answer from support.

Oh well. Rolling Eyes

JoeCHecht · EVDO Junkie Joined: 05 Jan 2008 Posts: 415

CradlePoint rocks!

Joe

PRH · EVDO User Joined: 06 Nov 2006 Posts: 29