RIM Tech support

[paul33605]

I heard that you don't even talk to RIM when you call in for tech support. I understand that you talk to some company called Sykes who takes calls for all sorts of companies like Bank of America, AT&T, RIM, and a whole bunch of other people. As I understand it they aren't even trained by RIM. They just use the same information we all have access to, on the blackberry.com website.

[John Yester]

I would claim this as false. I have spoken to RIM on multiple occasions with BES and device issues.

I have been connected through Verizon and also spoken with consumer relations through RIM.


They have Remoted into my desktop multiple times and my access was through RIM to WebEx.

[besadmn]

I speak to RIM's support quite frequently and have worked in a call center type environment before. Support is generally good. They will certainly work through the issue from start to finish every time.

RIM possibly has more then one call center. They could have their own call center and an outsourced call center exactly as the OP describes. Depending on the level of support contract or nature of your call (phone, BES, playbook) you could be routed to a difference center if that's the way they are structured.

The company I worked for had 7 call centers in 3 different countries. If you were calling from Canada, you reached a call center in Canada, if you were calling from the US, you reached a callcenter in the US. If you were calling for a specific product the call could be routed to any of the 7 call centers.

Yes, RIM support does dig plenty of answers from their own blackberry.com/btsc support site... how else would they provide you a convenient link to an answer you could have found yourself....