1. clitrenta's Avatar
    I constantly see posts here in CrackBerry where the poster is obviously desperate over some problem they are having with their BB. More often than not, it is a problem that could probably be easily addressed by calling BB support at your carrier. So...WHY would you post the question on here...wait around for an answer (maybe)...when you can just pick up the phone? In a lot of these cases, it's obvious (at least to me) that the issue would need their (the carrier's) intervention any way. If it's a problem that is not overly critical, then I can see it but if it's keeping you from getting things done, I know I'm picking up the phone. Someone explain it to me
    09-10-09 09:10 AM
  2. Jared DiPane's Avatar
    Have you ever tried to call your carrier and get good technical support on a difficult issue? If not, then I understand your post. If so, where do you think they reference a bunch of their information from. Many of the techs have agreed they reference CB, and I even had one ask for my user name on here. Also, if the issue has to do with leaked software, or an unofficial OS, you can not get that kind of support from your carrier.

    I understand some people are pushy when they need the help, but honestly I turn to CB and friends before I call up Verizon for ANY issue.
    09-10-09 09:15 AM
  3. Hankster's Avatar
    On most BlackBerry questions you'll get a faster answer here than calling into any carrier. Also, a carrier customer service rep isn't going to more a lot just because they work for a carrier.

    There are more answers here and it's faster Also, CS have closed hours.
    09-10-09 09:31 AM
  4. pixellady's Avatar
    I just got my Tour on Friday, never had a BB before, well the rep SUCKED and now I'm a CrackBerry addict!
    09-10-09 09:47 AM
  5. Reed McLay's Avatar
    There is no question, your first link to customer support is through your carrier.

    That is particularly true of new BlackBerry users. If the account is not configured correctly, no amount of reading or asking questions will resolve the problem. The Customer Service operators can refer you to the technical support staff that can troubleshoot and resolve the connection issue.

    It gets less clear from there, many times, the question is beyond the scope of the Customer Support training. They work from published scripts. If the script ends, so does their ability to answer your question.

    That is where an experienced BlackBerry user can be helpful.

    Many time, a new members question will have a simple solution that has occured in the past and will be available by a keyword search. Other time, not so much.

    That is were our members shine. We have invested a lot of time and energy into gaining undersanding of what it actualy takes to make it work. It brings a lot of satisfaction being able to point a new member in the right direction.

    That is what keeps bringing us back for more.

    Thank you to all the experienced members that have made this such a valuable resource.
    09-10-09 09:59 AM
  6. acecommander's Avatar
    ^ That was a great response to the original observation posted.
    09-10-09 10:04 AM
  7. Username00089's Avatar
    Simple. Customer support and/or BB support of whatever carrier it is are in large part, morons.

    They will never get the same, thorough answers that they will get here. As long as people post here they will get a good answer. Unless they post in the 8900 section or they'll get ridiculed for not searching by the 8900 forum tyrants. Other than that, this place is great.

    Posted from my CrackBerry at wapforums.crackberry.com
    09-10-09 10:11 AM
  8. barnzey1986's Avatar
    I have called Verizon Customer Support several times regarding a issue with my phones, and the answer i get is :

    " Take the phone to a corporate store and they will resolve the issue for you"

    Hence, why i have a blackberry now, most of the issues i can resolve my reinstalling the OS myself, instead of driving 30 minutes to the store, and waiting another 45 - 1 hour to have some guy push a few buttons on the phone to fix the issue, or they give me a new phone and say OK ur all set.
    09-10-09 10:17 AM
  9. BewitchedWitch21's Avatar
    I think a lot of the problems posted are nuisances, but not actual deal breakers. So in some respect, I think its easier to get feedback on a forum and check back periodically. Usually, if you call into tech support, you have to call in from another phone, you may have hold times and even then, you still have to troubleshoot.

    I actually have never used tech support through my carrier; the fine folks on this site have helped with all my needs for my bb, whether it be a setting or just learning something new.
    09-10-09 10:29 AM
  10. Xopher's Avatar
    I have found that by coming to Crackberry.com, I probably know more about the BB than the guys answer the phones at my carrier's tech support.
    09-10-09 12:07 PM
  11. KillYouWithMyMind's Avatar
    There is no corporate bias here at CB.

    For example, I am a CSR (not for a phone company) and there are certain things we can and cannot tell our customers. We have scripts we must follow, we have to refer customers to different offices for imformation we actually have, but are not allowed to provide to the customer. It is infuriating enough from my standpoint, I know it's even worse from the customer's point of view.

    If you call Verizon/AT&T/Tmobile, you will get THEIR solution to the problem. They may not tell you the BEST solution, just what the company deems is appropriate for their CSR to tell the customer.

    Just one of many reasons I use CB instead of calling my carrier.
    Last edited by RobotnumberOne; 09-10-09 at 01:11 PM.
    09-10-09 12:24 PM
  12. elvin1983's Avatar
    I always come here when I have a problem with my BB, however, the one experience that I had where I updated my GF's new Pearl from 4.3 to 4.5, and it would connect to the network after the upgrade, when I called US Cellular (who are known for there excelent customer service, which I agree with 100%, they are FANTASTIC) regarding this problem, the gal on the other end helped me get to the bottom of my problem with in 5 minutes. I was blown away. She had me enter a couple things in the phone which brought me to some network setting screen that I'd never seen before, had me check one place where there wasn't the proper registration address for the network, THEN she explaned why it happened (said that it happens from time to time when the OS is updated the network settings sometimes don't transfer over) and sent me on my way. So, this was one time where the carrier came thru for me.

    For EVERY other problem that I've ever had with my BB, I have always come here first. I learned once I got my BB and came to this site where the real information was. Even though I've had good customer service experience thru my carrier, I dread having to call them, it's just a pain in the ***. I can come on here, state my problem, and get feedback from multiple people on what I need to do to fix it, and usually I run into a few more people having my same problem. The people on this site are bright, informed, and willing to help. We're all passionate about or BB's and willing to learn every new thing that we can about them, which our carriers are not, they're scripted, and they don't specalize in one particular brand of device... That's why I come here.

    Kinda got off topic, but you all get my drift...
    09-10-09 12:34 PM
  13. Radius's Avatar
    I start with the phone reps just so I can get an immediate answer. I view them as the front lines, anything they can't help with and I go online for a much larger user base with the collective experience of 100 Rogers companies.
    09-10-09 12:41 PM
  14. Xpimp's Avatar
    Because when you call into your carriers reps you get a different response and answer every time. And most of the time they're just BS responses insulting your intelligence, from my experiences. The latest one I read here a few days ago that made me laugh was "The rep said my phone said SOS because of all the other iphone users" I mean seriously come on.

    That's why I don't even get mad or annoyed like some of you do here. When some asks a supposedly stupid question or fails to search, I actually understand and don't blame them.
    09-10-09 01:18 PM
  15. CooperBerry9530's Avatar
    Isn't that what the site is for?

    Posted from my CrackBerry at wapforums.crackberry.com
    09-10-09 01:28 PM
  16. JLizrox's Avatar
    Isn't that what the site is for?

    Posted from my CrackBerry at wapforums.crackberry.com
    agreed. If it wasn't for those problems a lot of us wouldn't be here. When I first got my BB I couldn't connect to the browser, called my carrier right away. They gave me some BS story about an outage for new customers. I came to CB and got a correct solution in about ten minutes. I think this site is awesome for all issues and I'm very thankful for the support.
    09-11-09 09:46 PM
  17. CooperBerry9530's Avatar
    agreed. If it wasn't for those problems a lot of us wouldn't be here. When I first got my BB I couldn't connect to the browser, called my carrier right away. They gave me some BS story about an outage for new customers. I came to CB and got a correct solution in about ten minutes. I think this site is awesome for all issues and I'm very thankful for the support.
    Exactly. If you don't want answer to a question don't answer it. This thread is wasting space. If Kevin has a problem with repeated questions then there's an issue worth discussing.

    Posted from my CrackBerry at wapforums.crackberry.com
    09-11-09 10:27 PM
  18. LuvMyBB's Avatar
    In a nutshell:

    If your phone isn't set-up or provisioned correctly, the carrier is the only one who can fix it.

    After that, 95% of the questions a user may have will be answered more accurately here, and usually pretty quickly, too.

    If you call your carrier CS, unless they escalate your problem to RIM support (highly unlikely and usually costly), you're often just going to end up frustrated with either no answer or the wrong answer. To get there, you will have spent 30 or more minutes that could have been spent on CrackBerry.

    No offense intended to any CS folks...I just think that's the way it is with BB devices.
    09-11-09 10:37 PM
  19. eripmu's Avatar
    Every time I have had a problem I got it solved from searching here or asking. I would have to agree what someone said earlier in this thread. "Isn't that what this site is for"

    Posted from my CrackBerry at wapforums.crackberry.com
    09-12-09 01:11 AM
LINK TO POST COPIED TO CLIPBOARD