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Have we, as consumers (or developers in this case), become so beaten down, destroyed, and cyncial about customer service that we now expect frustration when contacting a company for assistance? With respect, that's insane if you have that attitude; frustration should definately not be an expectation when dealing with a company - RIM or otherwise.
Companies, unlike banks
, are not too large to fail - they should be going out of their way of ensuring that customer problems, such as the example provided here, are taken seriously and dealt with to a satisfactory conclusion for all parties involved.
In short, customer service, the one thing that any company can directly control, is the surest way of engendering support from customers. And when customer support is bad, it's also the surest way of turning people away.04-19-12 05:28 PM - While I've had no trouble with RIM (knock on wood), & I'm not an Apple fan per se, I have to say I had an iPod die on me and Apple had a new one in my hands almost immediately. I've also heard some good reports about issues with RIM, so every experience is different and should be treated that way.
04-19-12 05:50 PM - Nah....I'm really a nice guy in my life; just the trolls that inundate these forums are what gives me major agita. I believe that every @$#%&$@ that posts a customer service sucks post is FOS.The sound of Black Ops helicopters in the background as you speak with BlackBerry Technical Support can be very persuasive.
04-19-12 06:37 PM - No, I didn't. I hate when people start a thread like they have something to say, then just provide a link to drive CB readers to their sites. Isn't there a rule against promoting your blogs/sites/whatever? Who knows where he's redirecting people.
If they want to discuss it on CB, post it on CB. Is that too much to ask?
04-19-12 06:50 PM - There is just something that doesn't seem right. It is odd that they do not have the serial number in there system. Do you have a receipt that came with your PlayBook? or an e-mail confirmation with an order number?
I have dealt with A LOT of customer services (RIM, Apple, Microsoft, Best Buy, Amazon, etc), and with all I have had rude reps, average reps, and amazing reps... that is the nature of the beast when it goes to huge corporations that hire a ton of people. E-mail support takes too long for ANY company, the best bet is to phone unless it is a minor issue (your's is not).
That said, it doesn't seem to be as much as an issue with Technical Support as it is with your PlayBook not being in their system. If you got your PlayBook for free as a developer, well did you get ANY confirmation with a unique number? Did they ask for that info, because it would be surprising if they didn't (you talked to a few people I assume).
There has to be more to this, on one side or another. These companies keep track of everything, they have to, and for them not to have ANY numbers that match your PlayBook or order would be crazy in my mind.
04-19-12 07:31 PM - I can't say anything negative about any of the support representatives that I've spoken to. They have all been friendly and respectful, and I have given them the same friendliness and respect in return.There is just something that doesn't seem right. It is odd that they do not have the serial number in there system. Do you have a receipt that came with your PlayBook? or an e-mail confirmation with an order number?
I have dealt with A LOT of customer services (RIM, Apple, Microsoft, Best Buy, Amazon, etc), and with all I have had rude reps, average reps, and amazing reps... that is the nature of the beast when it goes to huge corporations that hire a ton of people. E-mail support takes too long for ANY company, the best bet is to phone unless it is a minor issue (your's is not).
That said, it doesn't seem to be as much as an issue with Technical Support as it is with your PlayBook not being in their system. If you got your PlayBook for free as a developer, well did you get ANY confirmation with a unique number? Did they ask for that info, because it would be surprising if they didn't (you talked to a few people I assume).
There has to be more to this, on one side or another. These companies keep track of everything, they have to, and for them not to have ANY numbers that match your PlayBook or order would be crazy in my mind.
And yes, they give you a confirmation number when they tell you that you are getting your free tablet. I used that number as a reference when contacted the dev team earlier. I was extremely surprised when they told me that the serial number that is physically printed on the tablet was not in their system. As you say, these companies do keep track of everything.04-19-12 07:37 PM - I'm with you on that one, I had a charger issue that i procrastinated on and contacted RIM with anyway, turned out to be so easy it was'nt even funny. The treatment I got was unlike anything you're ever going to experience nowadaysNah....I'm really a nice guy in my life; just the trolls that inundate these forums are what gives me major agita. I believe that every @$#%&$@ that posts a customer service sucks post is FOS. I approached them politely and got a nice polite and friendly resolution to the problem. I spent about ten minutes on the phone and only two minutes of that was some really groovy salsa music 04-19-12 07:53 PM
