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Old 12-04-2008, 11:43 AM   #1 (permalink)
carefactornil
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Angry APPALLING customer service from RIM on bluetooth

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Like so many other people, I've not been able to get my bluetooth to synch because I'm using Widcomm/Broadcom drivers rather than the Windows ones.

I've tried numerous times to edit the .inf file and add my device but I've not got it to work and quite frankly I don't believe there should be this much pain on this. I'm in IT and if I can't get it to work then god knows what chance some other people have.

So I contacted RIM customer service (help@blackberry.net) to see what they had to say, and WHY they are happy for so many customers to go through this pain.

The replies I had staggered me, so I'll post them verbatim here below. I can't believe that if you're going to bother replying then you would just cut & paste the previous response when that's so clearly inappropriate.

I think I've basically given up with bluetooth connectivity but I thought I'd at least post this here as a warning to others about the level of customer service you can expect from RIM.



----------
Thank you for contacting BlackBerry Customer Support regarding your current technical issue.
As we indicated previously, your service provider is your first point of contact for support.
BlackBerry Technical Support is available 24/7 if your provider needs to escalate the issue.
If you would prefer fee-based support from Research In Motion, please dial the appropriate telephone number below and enter option 3 in the phone menu.
As previously mentioned, all BlackBerry smartphone users have free access to the BlackBerry Technical Solution Center. The BlackBerry Technical Solution Center provides a repository of support information, documentation and frequently asked questions, with enhanced search capabilities so you can easily search for and find the BlackBerry support information you need. Please visit....(link removed)
Thank you again for contacting us Simon and enjoy the rest of your day.
Warmest Regards,
Julia
BlackBerry Customer Support
------Original Message------
From:
Received: Friday, November 28, 2008 3:14:16 PM (EST)
To: [email address]ubject:
Re: Bluetooth ; RQST00005898259
Patricia,
Thanks for your reply but I think you've missed my point.
Firstly I'm not an "organization", I'm just someone who bought a BlackBerry as a way to communicate more effectively. All I have difficulty with is connecting by Bluetooth. So PAYING RIM for support (individual or annual) on this doesn't really appeal - I think if you offer Bluetooth connectivity, it should be a little more open for your users, rather than limiting it to those with Windows-only BT. If I thought that RIM could actually help me resolve the problem I MIGHT consider doing this but every indication is that "you'll have to resolve your BT drivers on your own". Perhaps if there was any form of guarantee you can sort this problem out I'd consider it. I'm aware I have a carrier partner - the first thing I did was call them (Orange in the UK). Their response was "that's an issue with RIM and their software - you have to contact them". I agree with their assessment. After that I searched your support forums (....link removed)
The only vaguely helpful link is ....(link removed)] which basically says "we're well aware of this problem, but if you don't have Windows BT then YOU have to sort that problem out". What really annoys me is that I have Windows XP and therefore the Bluetooth drivers that RIM require, there's just no easy way to uninstall my Widcomm drivers and use the ones RIM insist on.
I've searched a lot of other forums and I can see people have done this, it just doesn't work for me. And I don't think I should HAVE to hack around low-level Windows configuration files to resolve this, and I work in IT.
To stress again, my point is that:
A) RIM should provide more support of Bluetooth drivers, especially something so widely used as the Widcomm/Broadcom ones that come pre-installed on Dell machines. Take a look out on the internet and see how many people have been asking this for well over a year and it's such a reasonable and common expectation not to have to use a USB cable to synchronise.
B) If you're not going to do this, then at least provide a simple guide on how to resolve the problem (some software, a how-to guide or SOMETHING), rather than push it back on the customer to resolve on their own. This really comes across badly to a new BlackBerry customer, who was otherwise quite excited by your product.
Any comments on this or am I on my own?
Simon Edwards
--------------------------------------------------
From: "BlackBerry Support" <help@blackberry.net>
Sent: Friday, November 28, 2008 3:29 PM
Subject: Re: Bluetooth ; RQST00005898259 >
Hello Simon,

Thank you for contacting BlackBerry Customer Support regarding syncing with Broadcom drivers using Bluetooth.
We have determined that you purchased your BlackBerry product through one of our carrier partners.
Your service provider fields general queries and provides technical support for all BlackBerry smartphone-related issues and can act as your first point of contact in these matters.
You may also have the option to receive fee-based support directly from Research In Motion, the manufacturer and wireless experts for the BlackBerry solution. If you would like to learn more about this option, please dial the appropriate telephone number below and enter option 3 in the phone menu to be routed to BlackBerry Customer Care.
If your organization has subscribed to BlackBerry Technical Support Services, please contact your IT department and have one of your named callers contact BlackBerry Technical Support.
Note: BlackBerry Technical Support Services is an annual subscription program providing software maintenance and technical support services for your BlackBerry solution. Named callers are personnel within your organization who are authorized to contact our support staff. For more information on BlackBerry Technical Support Services, please visit:> ....(link removed) - Software Services - Technical Support Services at BlackBerry.com
All BlackBerry smartphone users have free access to the BlackBerry Technical Solution Center. The BlackBerry Technical Solution Center provides a repository of support information, documentation and frequently asked questions, with enhanced search capabilities so you can easily search for and find the BlackBerry support information you need. Please visit:> ....(link removed)
Thank you again for contacting us Simon, and have a great day.
Sincerely,
Patricia
BlackBerry Customer Support
Research In Motion Limited
------Original Message------
Received: Thursday, November 27, 2008 4:57:19 PM (EST)
To: [email address]
Subject: Bluetooth
Hi,
I've just bought a blackberry Bold and wanted to synch with bluetooth. From looking at your site it seems that you insist on using Windows own Bluetooth drivers and not the common Broadcom drivers that came installed on my Dell PC. How come you don't offer support for such a widely used driver?I've tried to uninstall the Broadcom drivers and use the Windows ones but I don't seem to be getting anywhere and I'm worried about the effects on my computer.Dell want to charge me 60 just to tell me how to do it properly! I can't believe there's no support for this and you don't provide a "how-to" guide if you insist on only supporting one driver. Look on all the forums out there - SO many people are complaining about this.
Is there anything you can do?
Simon Edwards
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