Cradlepoint PHS300 – Update

I took the Cradlepoint cellular router on my visit to the Slope this week.  It worked very well, and I was impressed not only with cellular coverage (CDMA with ACS, using the CDU-680 modem) but more so with the router. It simply just works. Security features kept the masses from “hogging” my connection. This was a real need in this “camp” environment at the Aurora Hotel. I still haven’t figured out the configuration glitch with hiding the SSID, but for the moment that is the least of the problems.

I used the router Wednesday morning before departing the Slope. My flight left Deadhorse and traveled through Barrow on the way to Anchorage. I checked email, looked at my server, checked my webcam, and shut down for the flight home.

And that, was the last time the device was operational…

I don’t know what happened. I arrived in Anchorage on Wednesday afternoon and went by the office for a meeting before heading home. I didn’t bother to use the device on Wednesday evening.

Yesterday, I was in the Dimond Center office all day. I didn’t bother with the device, and used the wi-fi in the office. But when I got home, I finally decided I would give the Tekkion battery a go. Other than a plug-in, yes it works with the router when it was new, I haven’t used the battery. But I got sidetracked and didn’t use the device until this morning.

I did my usual routine, docking the Dell D420 and booting it up, firing up the 17″ MBP, getting the router out of its case, getting the CDU-680 out of its case, plugging it in to the router, and powering everything up. I turned on the router to let it boot, and concentrated on the MBP and connecting my external FW800 hard drive. When I looked back at the router, there were no lights. Hmmm…?

I checked the switch; it was in the ‘on’ position. I then questioned if maybe I had left the device “on” when I rushed to pack and get home the other morning. No, I did turn it “on”. I cycled the power switch, but nothing. No big deal, the battery (for some unknown reason) must have died. I thought to myself, “I need to keep an eye on that…”

I got the AC adapter out of my bag, and plugged it in to the router. Still no lights. Strange. Maybe the battery is *really* dead and it will take a few seconds to start charging. Waited and waited… Nothing. Hmmm…?

So after a few times of plugging and unplugging everything, and removing the modem, I tried again. Nope.

I removed the battery and tried again. Nothing. I plugged in the AC adapter, without the battery and nothing. I went back and looked up the reset procedures and attempted those. Nothing. Dead.

I logged on to 3GStore.com (where I purchased the PHS300) and looked up my order. With that information, I then looked for a contact number. Not seeing a ‘non toll-free’ number, I went ahead and called their posted number. Even though I was at work, I certainly didn’t expect to call a toll free number. That was the first positive sign… Usually there is a LD call required to get to tech support, but not in the case of the 3GStore (at least as far as I could see.)

I played a very short game of ‘touch tone bingo’ and was quickly connected to Ed at Tech Support. Ed was a great guy, friendly, and very helpful. I told him the issue, and gave him my order number. He quickly identified the order. In explaining my “trouble” I had already gone through the routine troubleshooting procedures. He reiterated that, and it was pleasant not to have to play games with someone from another part of the world, and go through a process on a script sheet all over again.

Ed I found out was in Texas. (His slight twang partially gave that away, and he certainly doesn’t write his name in Sanskrit.) As he was (frantically) trying to get in touch with his manager, he kept cool and we had a nice chat to kill the time. We talked about the router, and how well it performs. He uses the same device, as he is a DJ and uses it to connect to the iTunes store and download new songs and “requests” on the fly. Cool!

We chatted about Alaska, the last frontier. His mom is an organic chemist and tests oil samples from Alaska. Hey, it’s a small world. While I work for the CLEC here in Alaska, I actually work for the group that provides the telecom outsourcing for BP.

Anyway, he finally had to put me on hold (he really didn’t want to do that, I don’t think) but I assumed the IM or whatever he was attempting to utilize just wasn’t the same as picking up the phone to yell, “HELP!” He had explained that they have a 14-day return policy. Unfortunately, I called on the 16th day. He was going to see what he could do. I said it was no problem, at all, and on hold I went. This gave me a chance to don the Plantronics and resume the call on the headset.

While on hold, I continued to work. No big deal to me. All in all, the call lasted about a half hour. Ed came back on and said they were going to arrange a replacement, under the warranty. A unit would be shipped directly to me from Cradlepoint. Ok, that’s great news, and no problem for the wait. I asked if there was a ticket number, should I expect a call, what-have-you, and just get details. Ed provided that, and said he talked to his manager and they will make it right. Good news.

So I waited for an email, confirming this ‘good news.’ Nothing… but no problem. Then, I got a call.

I received a call, a very short time later, from Victor at the 3GStore. He explained he was the manager and they *are* going to make it right. He has been in touch with Cradlepoint, and they will ship a new unit directly to me. He wanted to confirm the address and other information. We chatted a bit, I expressed how I love the router, and really appreciated this level of service. He explained they are a small vendor, and have an excellent relationship with Cradlepoint. They will make it right. Victor said, ‘hey, I would be pissed if I bought something for a couple hundred dollars, and it quit after the return period.’ He also said I would be receiving a new unit, not refurbished. Hey, that’s great, but just one that works is fine…

I did receive an email, as Victor said, directly from Cradlepoint. It had the RMA info, as well as a FedEx tracking number. I was told, since the unit was dead, that I could return via ‘slow boat’. That’s fine, but for a buck more I can use USPS Priority, and can get delivery confirmation. At no time was I asked for a credit card or anything to cover the costs, etc. That is real customer service, a rarity these days. Unlike some that think you are guilty until proven innocent, they are taking the risk.

I only had one question, but sent the email after hours on a Friday. I’m not sure if I should send the entire package, or just the router. I don’t want to send my AC adapter and original packaging, if I am only going to swap out of the PHS300 itself. I said I would send on Saturday, but unfortunately, I may have to wait until I see what they send me. Shucks, and I said I would send the router back on Saturday, and provide them the tracking info.

I better wait, just to be safe, but since they have been so great, I sure don’t like to be the one who seems to be lagging.

In any event, to sum it all up… I can say (so far anyhow) at face value, all I talked to seemed very sincere. I really trust them, and that is saying volumes in this day and age. I really don’t doubt anything that Ed or Victor said. I certainly don’t doubt what I receive “in writing” via email directly from Cradlepoint.

Infant mortality is rare; it only happens to a very small percentage of electronic equipment. But, it does happen. In my case, I got the “one”. No big deal, especially since 3GStore and Cradlepoint are standing behind it. I don’t blame anyone, it’s the luck of the draw. What I can definitely say is that customer service from the the vendor and manufacturer are far above “normal” or “average”. So far, this has been “commendable”.

FedEx tracking shows I should get the new router on Tuesday. FedEx hasn’t let me down. I’ll post a follow-up report when the new one arrives.