Originally Posted by Bacchus15
Despite your problems, putting the blame on "corporate management" is a bit to far fetch for me.
I work in a BigBox store and frankly it's hard to deal with clients who rather stay in the comfort of their home instead of passing by the store to get help. I'm not saying it's the case with you but instead of dealing with them on the phone or by email. Was there no other possibilities? ie the store where you bought that product? (if possible)
In any case this is indeed a sad story and very frustrating. Working/dealing with customer services on the phone is never easy.
Question, the way you "talk" it seems that you used to work for Blackberry(RIM), correct?
Not a stretch at all to point the finger at Corporate Management when that is clearly the root cause. In this case the initial reps were not well trained. Then, it was explained to me that once the BB rep made an error it took days to flush the error out of the system before the correction could be initiated. Then, the information on the web site and given by the reps, at both initial call and from BB itself, was often wrong. When, not wrong the initial response was either wrong or irrelevant. Charging full price for a device when they examined it and could find no fault instead of a reasonable service charge is silly. I could go on. But, I think you get the idea that the fundamental problem lies the feet of corporate management.
Good customer service begins with the design of the product. It continues with the operating instructions included with the product and with information on the web site. What is there is a direct reflection of corporate commitment to its' customers. From my experience a lot of good employees are going to be jobless unless corporate mindset changes.
I have no idea where you got the idea I used to work for RIM/BlackBerry. But, to dispel any doubts, the answer is: No.
Oh yes, Why didn't I go back to where I purchased the device? One of the key selling points was that BlackBerry offered 90 days special service to demonstrate their new commitment to customers. I'm in the market to change out our phones. Here was a golden opportunity to see if BB really meant what they advertised.