Tech support IS good

[JA2BKprince]

I have only been on here a couple of weeks. I've noticed people bashing their service's support lines. The only thing I can say is ask for the proper department... the pda department. It seems that some folks experience is with the front line customer support which usually is not very knowledgeable about PDA support because they are probably not trained to support it. Sometimes you get well meaning folks who don't think they should just pass you along to the department that works with this ALL day.

So before we bash our service's support, maybe we should ask for the proper department. I know if you say Blackberry at the voice prompt for T-mobile, you get the PDA department. 9/10 the person you talk to WILL be able to solve your problem. But, you do also have to remember that they are learning at the same pace as some of us.

Lets cut them some slack... especially if we never asked to be sent to the proper department.

[kunal]

i agree... but its just annoying when your transfered to a regular tech.. and they try to trouble shoot the problem even after you insist on speaking to a PDA tech.

[TheWastedYears]

So before we bash our service's support, maybe we should ask for the proper department. I know if you say Blackberry at the voice prompt for T-mobile, you get the PDA department. 9/10 the person you talk to WILL be able to solve your problem. But, you do also have to remember that they are learning at the same pace as some of us.
1. In the case of Sprin/tel, you have to speak w/ a Level 1 CSR before they'll move you on (and that's IF you can navigate the sea of voice promts in their system.)
2. They are Blackberry Support Specialists. It's what they do for a living. I'm an IT/IS Manager. If I'm learning at the same pace as someone who provides tech support for a living, we have a biiig problem.

[juwaack68]

Guess it depends on your contract with Sprin/tel. Before they become one company, we had a very nice support structure in place - we have a single team dedicated to supporting our account (Custom Network Solutions). No menus to go thru, no wait. Since the merger (or buyout, or whatever), the support has carried over and is still OUTSTANDING for both regular cell phones and Blackberry devices.

[Dawg]

if you call the right number on nextel they put you directly to BB tech support

[JA2BKprince]

1. In the case of Sprin/tel, you have to speak w/ a Level 1 CSR before they'll move you on (and that's IF you can navigate the sea of voice promts in their system.)
2. They are Blackberry Support Specialists. It's what they do for a living. I'm an IT/IS Manager. If I'm learning at the same pace as someone who provides tech support for a living, we have a biiig problem.

When I say the same pace, I am referring to folks like those on this board who are in the know and not at the average person's pace. Even an IT person does not encounter every problem all the time.