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Tuesday, May 3rd, 2022 5:38 PM

Microcell Replacement with Booster Mismanaged by AT&T

Chad Boardman <[email scrubbed]>

10:29 AM (5 minutes ago)
to  me

Seriously disappointed with customer service that I have received from AT&T at this point. Have spent countless hrs to no avail trying to get a replacement booster for microcell. AT&T has not been upfront and has not stuck to their promise. Bad business. I was told I would be getting a new booster to replace microcell in Feb. have documentation of the conversation. Never got it and after many times connecting with customer service and being told one would be sent still nothing. Now I’m being told that the date has passed and I will not receive it even though they told me I would. See below. Have removed some personal info but this was the conversation 

AT&T Company Chat Transcript---------------------------------------------------Reference Id16462685390591086                                     Date/Time : 3/2/2022, 5:16:01 PM                                            * Your Chat Transcript:*                                                       [AT & T]:Hi, I'm your AT&T automated assistant. How can I help you today?                                                    [me]:Chat with live person                                                         [AT & T]:Choose a topic to chat about:                                                    1. Billing, usage, plans & device settings                                    2. Payments                                    3. Troubleshooting & repairs                                    4. Sign-in help                                    5. International support                                    6. Shopping                                    7. Order status                                    [me]:Troubleshooting & repairs                                                         [AT & T]:Let me try connecting you with someone who can get you the help you need.                                                    [me]:undefined                                                         [AT & T]:false                                                    [me]:undefined                                                         [AT & T]:false                                                    [me]:undefined                                                         [AT & T]:You’re in line! Stay close to your device and we’ll update you soon.While you wait, check out these self-service options. And don’t worry we’ll hold your place.* Use the myAT&T app to pay your bill, change your plan & more                                              * Find step-by-step fixes for common issues                                              * Learn more: 5G availability and capable phones                                              * Ask a question in AT&T Community Forums                                                                                                  [me]:undefined                                                         [AT & T]:Thanks for your patience! We’ll chat with you soon.                                                    [me]:undefined                                                         [AT & T]:Thanks for your patience! We’ll chat with you soon.                                                    [me]:undefined                                                         [AT & T]:Your wait time is less than 14 minutes.                                                    [me]:undefined                                                         [AT & T]:Peter's here to help!                                                    [me]:undefined                                                         [AT & T]:Hi! My name is Peter.  How can I help?                                                    [me]:I have a microcell unit that I purchased that is no longer connecting and I have been told that Wi-Fi calling and texting will work, however that has not been reliable. The microcell unit was very reliable. Is there anyway to fix this problem as I really need reliable service with my job and often can’t make phone calls or receive texts now. Why did they chose to shut down the microcell? Is there a booster or something I can replace it with? I paid over $200 for this equipment and it no longer works                                                         [AT & T]:I have a microcell unit that I purchased that is no longer connecting and I have been told that Wi-Fi calling and texting will work, however that has not been reliable. The microcell unit was very reliable. Is there anyway to fix this problem as I really need reliable service with my job and often can’t make phone calls or receive texts now. Why did they chose to shut down the microcell? Is there a booster or something I can replace it with? I paid over $200 for this equipment and it no longer works                                                    [me]:undefined                                                         [AT & T]:Got it.                                                    [me]:undefined                                                         [AT & T]:Thanks for the info!                                                    [me]:undefined                                                         [AT & T]:No need to worry, I can help you with that. Can I have the wireless number?                                                    [me]:                                             [AT & T]:70                                           [me]:undefined                                                         [AT & T]:Thanks for the info!                                                    [me]:We have several phone within our household that worked well with the microcell that now are not reliable                                                          [AT & T]:We have several phone within our household that worked well with the microcell that now are not reliable                                                     [me]:undefined                                                         [AT & T]:Just checking to see how it's going?                                                    [me]:What is going                                                         [AT & T]:What is going                                                    [me]:undefined                                                         [AT & T]:Yes, the current 3G Micro cells has been shout down by AT&T, not to worry, we are sending 4G cell boosters as a replacement, I will go ahead and place the request to my team so new cell booster would be send to you in next 24-48 hours at free of cost, would that be okay with you?                                                    [me]:undefined                                                         [AT & T]:Yes, the current 3G Micro cells has been shout down by AT&T, not to worry, we are sending 4G cell boosters as a replacement, I will go ahead and place the request to my team so new cell booster would be send to you in next 24-48 hours at free of cost, would that be okay with you?                                                    [me]:Excellent                                                          [AT & T]:Excellent                                                     [me]:undefined                                                         [AT & T]:Thank you.                                                    [me]:undefined                                                         [AT & T]:Please help me with your shipping address.                                                    [me]:undefined                                                         [AT & T]:Please help me with your shipping address.
                                                                                                                                          [me]:undefined                                                         [AT & T]:Thanks for the info!                                                    [me]:undefined                                                         [AT & T]:One moment please.                                                    [me]:undefined                                                         [AT & T]:I appreciate your patience.                                                    [me]:undefined                                                         [AT & T]:I have successfully placed a request to my team to send the new 4G Cell booster, you will get it in next 24-48 hours to the above address, there will be no cost for it :)                                                    [me]:Fantastic                                                          [AT & T]:Fantastic                                                     [me]:undefined                                                         [AT & T]:Thank you.                                                    [me]:undefined                                                         [AT & T]:Here is the reference number:- 73387885176128.                                                    - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -2021 AT&T Intellectual Property. All rights reserved.AT&T and Globe logo are registered trademarks of AT&T Intellectual Property.

ACE - Expert

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24.2K Messages

2 years ago

Posting your conversation will do nothing here because this is not an AT&T Support forum.

There was a huge disconnect within AT&T for Cell Booster orders placed for previous MicroCell users with active accounts and the actual inventory pulls. The available inventory left after the initial Cell Boosters were sent out was very small, and those that got thru with the second email quickly depleted the remaining inventory so by the time your order was sent to "shipping", there were no more left. Not an excuse for a poorly handled program but that's what happened.

All you can do is keep your documentation and file a complaint with the BBB. Those will go straight to Corporate and someone from the Office of the President will contact you. Maybe they can still get a free one sent out to you.

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