I haven't had any first hand experience with RIM's tech support. I used to have very positive experiences with Nextel's BB support, but over the last month, that has changed drastically. I originally thought this was due to the differences between Nextel and Nextel Partners. Now I just believe they are equally bad.
Unfortunately, I really think the Sprint merger has hurt them (I'm not trashing Sprint and I'm aware that the two CS org's are supposed to be separate), but the timing seems coincidental.
I'm happy with the robustness of the 7520 in general, but find myself really wishing for faster throughput and I severely doubt I'll ever see that from Nextel. As such, I have to consider switching to another carrier altogether.
Oh well, sorry I got completely off topic on this one. I had a really bad couple of days with both sides of Nextel's support last week.