
I'm ready to pitch my AT&T MicroCell out the window, but if I do, I might as well throw my iPhone with it.
The MicroCell is a device that connects to your DSL and acts like a mini cell tower in your house. Here in the middle of nowhere it gives me five bars instead of “No Service” and allows me to text and make calls just like city folk. If you have marginal cell reception, you should get one of these babies, or maybe not.
I bought mine last June from the AT&T store in Montpelier, Vermont. It was easy to set up and worked well for six months and then one day it just stopped connecting to the 3G network.
Following is the saga of what happened next.
5 reasons to love AT&T
1. They print their technical support number in the user manual and encourage you to call it. I did.
2. You only have to wait a minute before a U.S. based native English speaker answers the phone.
3. Everyone at AT&T is very nice and very apologetic. You get the sense that they care.
4. They sent me a replacement overnight at no charge and included a prepaid return shipping label.
5. I can’t think of a fifth reason, but when my mother passed away, I racked up a huge phone bill calling relatives and making arrangements. I explained the circumstances to a compassionate AT&T rep who credited me for all the calls and gave me a thousand free minutes so I wouldn't incur more charges. I still love AT&T for that kindness despite what follows.
10 reasons not to love AT&T
1. The new MicroCell arrived in a crushed box containing one small piece of bubble wrap. Amazingly it survived.
2. I couldn’t register the new unit’s serial number because AT&T had not added it to their database.
3. When I left a message for help, AT&T called me back on my cell phone instead of my land line contact number. Hello! Did I mention that the cell phone doesn't work without the MicroCell? Unable to reach me, they closed my issue as resolved.
4. I called again. Olene at AT&T told me I had to contact the store where I bought the MicroCell. The phone number at the AT&T store was always busy and there was no voice mail to leave a message.
5. I tweeted AT&T for help, but they didn't reply. So I kept calling and when I finally got through, John at the AT&T store gave me another number to call.
6. Christina answered next and asked why I was calling AT&T instead of “the MicroCell people.” She had never heard of the MicroCell and didn't know it was an AT&T product. She gave me another number to call.
7. Patiently I called the new number. It was answered by Sarah who had never heard of Vermont. She kept asking "where?" and gave me another number to call.
8. When Susan answered she immediately asked “How did you get this number?” Susan doesn't work for AT&T and said that AT&T has been giving out her number by mistake and had even printed it in their literature.
9. I called one of the other AT&T numbers I had been accumulating and miraculously reached Jason, the one guy in the whole company who knows about the MicroCell. He remote connected to my network and fixed the problem, but said I would have to wait 90 minutes for the MicroCell to boot. He gave me a number to call back if it still didn’t work.
10. Guess what? It still doesn’t work. When I called back, the phone at AT&T rang and rang and rang, then a scratchy recording played “Your party is not answering. Please try your call later.” and hung up on me.
If I ever get the problem resolved, I’ll let you know, but don’t hold your breath. I'm not.