1. pvdiamon's Avatar
    I really like my BB, but RIM just seems incredibly unresponsive to consumers. My wife had some issues with a new Samsung phone, and was able to get support from Samsung (when it went beyond the carrier's ability to help). When software companies have bugs in upgrades, they allow access to the prior version. RIM notifies of upgrades on App World, and then fails to allow access to prior versions. I am unable to contact them, email to help@rim gets an automated return.

    Folks are saying RIM has been losing to other smart phones. I still think the product is a good one.....but when there is no customer service, this is where they will eventually lose...
    03-06-11 04:41 PM
  2. sleepngbear's Avatar
    Have you tried calling your carrier?

    The few times I've needed support, I've called AT&T (because like you, I couldn't find contact info for support anywhere else). When they figured out that they couldn't help me, which I already knew before I made the call, they forwarded me to a BB support person. It's a bit of a pain, because most of us know when we have a carrier issue vs. a phone issue, but that's the way they've got the escalation path set up, at least with AT&T. As long as I eventually get where I need to be for support, it's better than no support at all.

    There are also the Tips, How to & FAQ, BlackBerry Apps, and the device-specific forums on this board where you may be able to find some assistance. There's always the possibility that if you've got an issue, someone else may have had it already and can help you get around it.

    Hope this helps...
    03-06-11 06:23 PM
  3. pvdiamon's Avatar
    For some reason, they seem to like the "reload OS" fix. That is a big time issue, if an older version of App World were available to try first. Maybe I should try back to USCC about contacting RIM for an old version, but in my perusing boards, I got the impression the old version is just not available. Given that this is a known problem with upgrading App World, you would think the old version would still be around.
    03-06-11 06:33 PM
  4. K Bear's Avatar
    You can always call RIM. Just make sure you have enough room on your credit card as they charge you before they help you.
    03-06-11 06:45 PM
  5. pvdiamon's Avatar
    Not yet ready to pay to be told to reload my OS!
    03-06-11 07:05 PM
  6. grover5's Avatar
    I never heard anyone praise Samsung for their phone support before. That is a first.
    03-06-11 07:25 PM
  7. pvdiamon's Avatar
    I never heard anyone praise Samsung for their phone support before. That is a first.
    I agree, I was shocked. But she called, got someone quickly. The issue was that her phone didn't sync google mail automatically. They showed her that on that particular phone, it required a manual step. The carrier techs were not aware of this apparently. They also didn't charge for the support!
    03-06-11 08:29 PM
  8. JRSCCivic98's Avatar
    Your carrier has the power to forward your call to RIM support at no charge to you. T-Mobile does this more easily than the other carriers, but if you push the rep because they can't help you, they'll get you transferred. Verizon is the hardest carrier to get to do this. You have to be able to embarrass Level 2 and higher techs and managers with your knowledge before they break down and forward you to RIM, but they'll eventually and reluctantly do it.

    RIM's support model is built around the BES platform which is big bucks for support per year from companies. With consumer level support handed over to them from the carriers, the carrier ends up paying for your call behind the scenes.
    03-06-11 11:16 PM
  9. Laura Knotek's Avatar
    Your carrier has the power to forward your call to RIM support at no charge to you. T-Mobile does this more easily than the other carriers, but if you push the rep because they can't help you, they'll get you transferred. Verizon is the hardest carrier to get to do this. You have to be able to embarrass Level 2 and higher techs and managers with your knowledge before they break down and forward you to RIM, but they'll eventually and reluctantly do it.

    RIM's support model is built around the BES platform which is big bucks for support per year from companies. With consumer level support handed over to them from the carriers, the carrier ends up paying for your call behind the scenes.
    I found that AT&T's support got better once I became a corporate user when I added a FAN discount.

    The last AT&T rep I spoke with suggested that I apply for a job in BlackBerry support. She and I chatted about the upcoming BlackBerry devices.
    Last edited by lak611; 03-07-11 at 12:16 AM.
    03-07-11 12:08 AM
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