RIM charging their customers for help???!!!
- I called my carrier (Fido) today to help me with an issue i'm having with my bb, which is that I can't play YouTube videos on my phone (tried everything possible with no luck), and their answer for me was "we don't troubleshoot non-fido blackberrys please contact RIM for further assistance" so I called RIM, CS Rep asks me to give her my credit card info. Confused and curious to ask why I should and she says you will be charged $50 per technical issue. Still confused, I reminded her that I was their customer for a year so far and this is how I get help when I actually need it which she replied that this was RIMs policy not something she could change. Is why Fido's CS told me to contact RIM for further assistance, because they also get a cut? At first, I though I was being scammed as soon as she asked me for my credit card info but unfortunately this wasn't the case. Some of you may have experienced this before and some of you haven't, which could be something to be aware of in the future when contacting RIM for tech support. So do you guys think this is fair, charging your customers who need your help to solve their issue? Anyone know how to get around this BS because i'm not paying them $50 for getting help I should've been getting for free when I already pay them $30 to use their BIS. Sound like they need to learn more about satisfying their customers in order to keep them.
Posted from my CrackBerry at wapforums.crackberry.comLast edited by luqman24; 11-08-10 at 06:31 PM.
11-08-10 06:24 PMLike 0 - ATT is pulling the same crap. every tech question that isn't answered by their database of canned answers gets referred to RIM and RIM charges.11-08-10 06:26 PMLike 0
- amazinglygracelessRetired ModMy 3 experiences with this has been VERY different. When AT&T can't solve the
problem they transfer me to RIM. Because AT&T made the transfer the matter of a
charge was ever even mentioned.
It is my understanding that if you call on your own, you are charged. If the carrier
makes the transfer, you are not.11-08-10 07:00 PMLike 0 - My 3 experiences with this has been VERY different. When AT&T can't solve the
problem they transfer me to RIM. Because AT&T made the transfer the matter of a
charge was ever even mentioned.
It is my understanding that if you call on your own, you are charged. If the carrier
makes the transfer, you are not.
transfers you. They either don't get charged or pay that bill. If you call RIM on
your own, have your wallet ready.11-08-10 07:09 PMLike 0 - My 3 experiences with this has been VERY different. When AT&T can't solve the
problem they transfer me to RIM. Because AT&T made the transfer the matter of a
charge was ever even mentioned.
It is my understanding that if you call on your own, you are charged. If the carrier
makes the transfer, you are not.11-08-10 07:15 PMLike 0 - amazinglygracelessRetired Mod
troubleshooting for devices they don't issue the OP is on their own.11-08-10 09:45 PMLike 0 -
Posted from my CrackBerry at wapforums.crackberry.com11-08-10 09:56 PMLike 0 - amazinglygracelessRetired ModThis may seem harsh and it isn't meant to be but I agree with RIM doing this. If not
they'd be flooded with every trivial problem people run into.
$50.00 is pretty much an assurance that a person calling has a problem big
enough to warrant paying the charge. Not being able to play YouTube videos just
does not seem to rise to that level. And again, I am not being intentionally harsh.11-08-10 10:04 PMLike 0 - This may seem harsh and it isn't meant to be but I agree with RIM doing this. If not
they'd be flooded with every trivial problem people run into.
$50.00 is pretty much an assurance that a person calling has a problem big
enough to warrant paying the charge. Not being able to play YouTube videos just
does not seem to rise to that level. And again, I am not being intentionally harsh.
Posted from my CrackBerry at wapforums.crackberry.com11-08-10 10:20 PMLike 0 - amazinglygracelessRetired ModFirst this has nothing to do with Apple. I do stand by my comment. The charge is
a good idea to keep them from being flooded with trivial problems. I have zero
objection to the practice.11-08-10 10:27 PMLike 0 -
also just to mention for the extended tech help from apple you need to buy applecare, so they kinda have it that way sorted too lol11-08-10 10:32 PMLike 0 - This may seem harsh and it isn't meant to be but I agree with RIM doing this. If not
they'd be flooded with every trivial problem people run into.
$50.00 is pretty much an assurance that a person calling has a problem big
enough to warrant paying the charge. Not being able to play YouTube videos just
does not seem to rise to that level. And again, I am not being intentionally harsh.
In this case that is the price for using a blackberry that is not covered by your provider.11-08-10 10:34 PMLike 0 - As others have already said, it's been like this forever. However, this is another good example of how RIM's customers ARE NOT the consumers but actually the carriers.
I wonder what they do for support for BBs purchased through their own Blackberry stores... the one or two they actually have. What do they do then, just sell carrier branded units there too and pawn you off to those useless CSRa for support? WTF is the point behind those BB stores then? It was my understanding a couple of years ago that those stores sold unbranded and unlocked BBs. Seems RIM would have to cover those directly. Anyone have a correct answer about that?
Posted from my CrackBerry at wapforums.crackberry.com11-08-10 11:09 PMLike 0 - Technically you are Fido's customer. Not RIM's (unless you pay for support). The carrier (Fido) is the customer of RIM. If your carrier refuses to assist you, or can not fulfill your needs, maybe you should look at that.
I left FIDO for this exact reason. Heck, they refused to push servicebooks out back in the day, and refused to troubleshoot basic ACCOUNT settings unless my Fido phone was plugged into the network rather then an unlocked Rogers BB (sigh).
Blame your carrier. RIM would help if your carrier (their client) asked them to.
On a side note, almost all of my issues were resolved by the CB community. I just got sick of poor carrier service / product knowledge.
Good luck.
Posted from my CrackBerry at wapforums.crackberry.comLast edited by hexwulf; 11-08-10 at 11:22 PM.
11-08-10 11:13 PMLike 0 - As others have already said, it's been like this forever. However, this is another good example of how RIM's customers ARE NOT the consumers but actually the carriers.
I wonder what they do for support for BBs purchased through their own Blackberry stores... the one or two they actually have. What do they do then, just sell carrier branded units there too and pawn you off to those useless CSRa for support? WTF is the point behind those BB stores then? It was my understanding a couple of years ago that those stores sold unbranded and unlocked BBs. Seems RIM would have to cover those directly. Anyone have a correct answer about that?
Posted from my CrackBerry at wapforums.crackberry.com
I'd imagine others with PoP would be able to do the same.
Cheers
Posted from my CrackBerry at wapforums.crackberry.com11-08-10 11:21 PMLike 0 - Technically you are Fido's customer. Not RIM's (unless you pay for support). The carrier (Fido) is the customer of RIM. If your carrier refuses to assist you, or can not fulfill your needs, maybe you should look at that.
I left FIDO for this exact reason. Heck, they refused to push servicebooks out back in the day, and refused to troubleshoot basic ACCOUNT settings unless my Fido phone was plugged into the network rather then an unlocked Rogers BB (sigh).
Blame your carrier. RIM would help if your carrier (their client) asked them to.
On a side note, almost all of my issues were resolved by the CB community. I just got sick of poor carrier service / product knowledge.
Good luck.
Posted from my CrackBerry at wapforums.crackberry.com
Posted from my CrackBerry at wapforums.crackberry.comLast edited by luqman24; 11-08-10 at 11:42 PM.
11-08-10 11:33 PMLike 0 - @ the OP: What kind of error message are you getting when trying to play YouTube videos? And are you on 3G?11-09-10 12:53 AMLike 0
- I agree with AG - not being able to watch youtube videos doesn't seem like a dire enough issue. If they were charging for no BIS service, loss of email function, BBM maybe. Youtube? Sorry, no.
I had issues with youtube on my Storm. Didn't call RIM - I just didn't watch youtube. It's youtube for crying out loud.11-09-10 07:21 AMLike 0 - Having had some very recent issues with RIM...I am sad to say that I agree with the original poster. I tried at first to get through with Sprint and finally got RIM on the phone and a customer service rep told me in very impolite terms that I was to pay. I told them absolutely not. My phone was brand new and under warranty and if they thought I was going to pay for them to tell me how to make the phone work how it is SUPPOSED to work then their smoking something. I have become on first name basis with three tech support people in RIM and I adore them but there are several that I cannot stand. You should have not to pay for a product that you pay for regardless where you bought it. If it is brand new and out of the box why should you? The whole idea that RIM releases any liability when the carriers carry the product is ridiculous and has left a sour taste in my mouth. I love Blackberry but sadly to say I do not love my current phone and I am eagerly waiting to upgrade to something different and better. Hopefully a different model of BB. Just my thoughts and experiences.11-09-10 07:52 AMLike 0
- Forum
- Popular at CrackBerry
- General BlackBerry News, Discussion & Rumors
RIM charging their customers for help???!!!
LINK TO POST COPIED TO CLIPBOARD