Thursday, March 07, 2013

3Gstore Tech Support - We Take it Seriously

 http://www.evdoinfo.com/images/stories/3gstore_logo_small.jpg

Believe it or not, we read all the reviews that customers leave.  We are used to getting 4/5 star reviews.  This morning we saw a 1 star review on the CradlePoint MBR95 and the review stated:

I purchased this router to work with my Verion MiFi Jetpack to expand my wireless coverage in my home. I purchased this because the literature provided said it was compatible with the MiFi. After trying many times and contacting support twice, it still doesn't work, I will try and return it and see if that will work at least.

When you purchase a product from 3Gstore, we keep a history of all support calls and support tickets (emails) when you contact us about a specific product.  We looked at the customer's notes and there were not any notes - this indicates that the customer never called or emailed us.

We contacted the customer directly and when we finally hooked up with him, we were able to resolve his problem after a 30 minute tech call.  The customer updated his review to state:

I JUST FINISHED A SCREEN SHARING WITH A VERY KNOWLEDGEABLE INDIVIDUAL. MY PREVIOUS SUPPORT TECH WAS WITH CRADLEPOINT AND ABSOLUTELY NO HELP. VICTOR FROM 3G WALKED ME THRU THE WHOLE PROBLEM, AND MORE IMPORTANTLY, HE QUICKLY NOT ONLY FIXED THE PROBLEM HE WAS ABLE TO MAKE ME UNDERSTAND!

 Thanks Steven for your patience and thank you Victor for doing what you do every day!