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More BlackBerry Support Excitement

Believe it or not, I finally got my BlackBerry Server issues resolved. It only took 3 weeks. When I called them (for the final time) last week, I had yet another ridiculous experience. It went a little something like this …

“Blackberry Desktop Support, my name is XXX. How can I help you?”

Mike briefly explains the situation.

“Please give me a minute to review your case notes.”

Mike gets put on hold.

“I’m going to have to transfer you to server support. Please hold.”

Mike waits on hold for 15 minutes.

“Blackberry Desktop Support, my name is YYY. How can I help you?”

“Is this server support?”

“No, this is desktop support. Were you holding for server support? I don’t know why it came back to desktop support.”

Mike briefly explains the situation again.

“I’m going to have to transfer you to server support. Please hold.”

This repeated 3 times. Yes, 3 times before I got server support.

In the end I did find a good, senior level support person there and we FINALLY managed to work through the problems. We managed to pin down the problem in less than 5 minutes. The solution was more challenging – it required completely removing every trace of Blackberry’s software from the system and rebuilding the configuration from scratch.

At the end of the process, I made sure to speak to one of their managers about the atrocious wait times and such. Again, I waited for about 30 minutes.

After very calmly explaining my issue to the manager, it was clear that he was even less helpful than the dreary hold music RIM uses. I was sure to let him know that his staff was eager to help and did their best, even if the desired results were not acheived. His answer was “I don’t think there’s anything I can do for you.”

What? Wrong answer!

First of all, I told him I want him to review the entire process and my call. I listed the following significant problems with their support structure:

  • Atrociously long hold times.
  • No option to leave a voicemail for support until 45+ minutes on hold.
  • Voicemails are not kept as positions in the queue – they’re supposedly returned in the next 48 hours.
  • The call center claims it cannot make outgoing calls – even if you’re disconnected. That’s right – call back and wait on hold
  • Did I mention the hold times?
  • Obvious training/coaching issues – the senior guy managed to pin down my problem in 5 minutes. Nobody else even got close.
  • Disconnections and other phone system issues.

In short, when I spend US$5K on a product, I expect a certain level of support. Blackberry’s support way below expectations. Again, the manager said that he didn’t think there was anything he could do.

So I asked him to look into these issues and e-mail me a report that I could give to the CEO, explaining to him how they were planning on ensuring this would never happen again.

I’m very tempted to send them a bill for my time. So very tempted.

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