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Old 06-17-2005, 10:52 AM   #1 (permalink)
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Default Just started a job @ Nextel Tier-2 Blackberry Support...

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Hi, I just started a job in a call center where we handle a mix of tier-1 and tier-2 blackberry support for nextel.. I'm still in training, and I just thought I would come here in an informal, personal, non-official manner, where perhaps I could learn about the stuff they AREN'T training me on... so, just saying hi, and I hope this place has a useful community!
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Old 06-17-2005, 10:55 AM   #2 (permalink)
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Well, here's one. Sometimes they will set up a blackberry with some features that are for Nextel Phones that will block blackberry features. When the user is getting unexplainable errors with e-mails not coming in, check their account and make sure they don't have anything that isn't right. Learn what a correctly setup Blackberry account with Nextel looks like and compare.

Second: Nextel phones seem to take a lot longer to sign on to the network than GPRS phones. Sometimes it will take up to 5 minutes to go from "x" to "NXTL"

Third: Nextel Blackberries do not support SMS even though there are some references to SMS in the tools menu. If you SMS a Nextel Blackberry, it will never go through. If they take the SIM out of their Nextel Blackberry and put it in a Nextel phone, they can get the SMS messages.

There is nothing particularly special about a BlackBerry SIM, it will work in a Nextel cell phone. Also despite what Nextel will say, you can add Blackberry services to a regular Nextel SIM and put it in a Nextel Blackberry.

If the user is having Servicebook issues, they can delete all their service books on the phone and then regenerate a key from the Desktop Manager (we use a BES, I don't know if this is the same without a BES). After regenerating the key, it will automatically download the service books from the BES.

If a user needs to get his phone replaced, he will have to take it to a Nextel owned store and if it is less than a year old, they will take the phone and overnight a replacement. Make sure they backup their data beforehand.

When the replacement phone comes in they will have to re-register it with the web mail client to be able to get mail from their Nextel Blackberry e-mail account. They will also need to resend the service books using the webmail site. (Doesn't apply for BES, most people with BES don't use the webmail client)

I've seens some issues with random phone crashes that were resolved by selecting "reload radio software" from the application loader menu in the Desktop Manager
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Old 06-17-2005, 11:05 AM   #3 (permalink)
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I think they will be training that later in training. they mentioned that... there are some email and web stuff for normal nextel phones that won't work on blackberries, which a rep would have to go into our program (ensemble) and disable. I used to work in normal nextel customer care, so I can make an educated guess...say you were on the current version of the big $200 plan, which includes the big phone-only web plan... that would have to be disabled before the blackberry email and web can be correctly added...

that, and it seems that half of the 'normal' text messaging stuff doesn't work, though you can use email for text messaging, just use the info at freesms.1888usa.com
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Old 06-17-2005, 12:04 PM   #4 (permalink)
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Angry A suggestion for Nextel Blackberry Support

Good luck in your new position! I just had the "pleasure" of dealing with this support and got so frustrated and angry, that I ended up cancelling the service and switching over to Verizon. I work in the Software support area and have never seen procedures that your group is using that is so frustrating to the user.

When calling in a problem, you deal with the Tier 1 support. If they cannot solve, they pass you on to Tier 2. If Tier 2 cannot solve, again they escalate you on to the next level. This I understand as this is how our support center works. I had a problem with my BB when I changed the device over to data only after using it successfully for a year. I went through all the levels and was dealing with your 'help desk" which they said was the highest level. They gave me things to try and said if they don't work, call back that level. Well...so the nightmare began. When I called back in, gave the Ticket number, I had to go through ALL the troubleshooting that had been previously done before they would even consider escalating to the next level which then in turn tried even more troubleshooting that had already been done. One day I was on the phone for 3 hours going through the levels again. When I was finally escalated to the top level, I was put in the queue for 25 minutes, the Engineer answered the phone, looked up my Ticket #, then accidently cut me off.....URG.

A suggestion would be that if a customer is already dealing with the highest level of support, please please please don't make us go through all the lower levels again...it wastes YOUR time and MY time.
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Old 06-17-2005, 12:17 PM   #5 (permalink)
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The way it seems to go is tier one customer care (this is optional, depending on what option you press when you call in), then to tier 1 blackberry, then tier 2 blackberry, then tier 3 blackberry. My call center is tier 2 blackberry, and what we are slowly doing is integrating some of tier 1 blackberry into tier 2, and we are PLANNING on, eventually, hopefully, integrating some of tier 3 into this too... now, we might not end up with all the eggs in one basket, but, hopefully, tier 2 will take on more responsibilities to make something like that not happen. btw, tier 3 (for blackberry at least) aren't really engineers...
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Old 06-17-2005, 12:38 PM   #6 (permalink)
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Mloup... I always request to be immediately transferred to Tier 2 BB support. The lower guys just have you do a hard reset, master radio reset, and host routing tables registration. If you've already done all that, you can cut to the chase w/ just about any call. They also tend to transfer you immediately once you use the term "BES."

Here's my tip: Learn about split billing.

I've talked to at least 5 people at Nextel who had no idea what split billing was. My voice is paid for on my personal account, while the data is paid for under my corporate account. So when TS pulls up my account based on my phone number, it looks like a Blackberry w/ the data disabled, and they immediately assume that this is the issue, despite what I try to tell them. Apparently, there's no reference on the account to the other portion being billed.

As for SMS messages: They come through on my Blackberry as a line of text. No sender info or anything.

Good luck!
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Old 06-17-2005, 01:14 PM   #7 (permalink)
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I will second others frustrations with going through the lower levels of support with the same things over and over, "master radio reset", "host routing table", "turning the thing off and on". I spent over a day trying to convince tier 1 and 2 that there was something more wrong than it just not being activated yet. When I finally got to true BB support, they saw it wasn't set up correctly, fixed the problem, and the BB was working in like 5 minutes. Bottom line, Nextel lower level care needs to start BELIEVING THE CUSTOMER!
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Old 06-17-2005, 01:19 PM   #8 (permalink)
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Quote:
Originally Posted by leaderc
I will second others frustrations with going through the lower levels of support with the same things over and over, "master radio reset", "host routing table", "turning the thing off and on". I spent over a day trying to convince tier 1 and 2 that there was something more wrong than it just not being activated yet. When I finally got to true BB support, they saw it wasn't set up correctly, fixed the problem, and the BB was working in like 5 minutes. Bottom line, Nextel lower level care needs to start BELIEVING THE CUSTOMER!
Which tier did you end up at? Did you go up the ladder on multiple calls? Or was this all one call?

They probably are...
Customer Care
Blackberry Tier 1
Blackberry Tier 2
Blackberry Tier 3
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Old 06-17-2005, 02:54 PM   #9 (permalink)
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Default I did ask to be transferred up...

When I called in I asked be be transferred up and the response I got was that it is standard procedure to go through the troubleshooting again before escalating. I just could not convince them, hence, the day that I spent 3 hours on the phone.

Very frustrating. I hope it is fixed, as I said, I work in Software support and I kept thinking of if I ever did that to my customers...yikes. But, I have moved on to Verizon and so far am very happy.
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Old 06-17-2005, 03:05 PM   #10 (permalink)
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Quote:
Third: Nextel Blackberries do not support SMS even though there are some references to SMS in the tools menu. If you SMS a Nextel Blackberry, it will never go through. If they take the SIM out of their Nextel Blackberry and put it in a Nextel phone, they can get the SMS messages.
This is not a true statement you can recieve any sms, you cant reply is all.
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Old 06-17-2005, 03:10 PM   #11 (permalink)
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Quote:
Originally Posted by Dawg
This is not a true statement you can recieve any sms, you cant reply is all.
It is correct that you can recieve sms's on a blackberry. With nextel, sms is tied with voicemail, the only way to really disable it is to disable voicemail as well...

Last edited by Gavinfoxx : 06-17-2005 at 05:05 PM.
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Old 06-17-2005, 03:21 PM   #12 (permalink)
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I just checked... if you have certain specific problems, we're required to send you to a particular tier of support... but other than that, we are required to go through the troubleshooting. Now, if you think you will be talking to certain levels of support multiple times, make sure that whatever level you end up at, that they write some notes in the account. If the notes show that you already talked to a higher level of support, we MIGHT be able to send you to that level again... though its iffy...
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Old 06-17-2005, 04:51 PM   #13 (permalink)
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So, is coming to this forum the training or is this just how you are spending the first day at the job? What forum or internet site do the tenured folks spend their time at?

Just kidding, good luck at the new job. Hopefully you will make a difference...
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Old 06-17-2005, 05:03 PM   #14 (permalink)
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Quote:
Originally Posted by Soapm
So, is coming to this forum the training or is this just how you are spending the first day at the job? What forum or internet site do the tenured folks spend their time at?

Just kidding, good luck at the new job. Hopefully you will make a difference...
Yea, they have me come here... suuure...

Just to make it clear, I am NOT here in any official capacity, what I say is NOT representative of Nextel, and there will be things I will NOT be able to say. soo... yea. And the only time I'm here is when I'm at home or on break! lol...
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Old 06-17-2005, 06:57 PM   #15 (permalink)
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Just to add, even though your presence on here is not of an official nature, I'd recommend not fielding too many support issues on here. You don't want to get into trouble for giving support by a non-direct means. Trust me, no one on here is worth you risking any part of your job over, especially if you just started.

Thats just my opinion. When I used to work for Mindspring in Atlanta, I would get on forums and sometimes answer questions. Unfortunately, I used part of my real name as my forum handle (hope you didn't here) and it ended up biting me in the ass later on (despite my disclaimer that I was helping the person out on a personal basis not a professional one).
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Old 06-17-2005, 07:22 PM   #16 (permalink)
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Quote:
Originally Posted by Gavinfoxx
Hi, I just started a job in a call center where we handle a mix of tier-1 and tier-2 blackberry support for nextel.. I'm still in training, and I just thought I would come here in an informal, personal, non-official manner, where perhaps I could learn about the stuff they AREN'T training me on... so, just saying hi, and I hope this place has a useful community!

Yeah you will definitely learn a lot of stuff here. There are some walking and talking BB here-the guru's. If you don't have a BB I would think that it would be to your benefit to get one so you can see how it works if you don't have it already.
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Old 06-17-2005, 08:35 PM   #17 (permalink)
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Quote:
Originally Posted by 9balla4life
If you don't have a BB I would think that it would be to your benefit to get one so you can see how it works if you don't have it already.
On what *I'M* getting paid? are you kidding? lol... anyway, they do let us use the things in training and on the job... I'd have to make manager before they give me one of my own to use, and pay for it...
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Old 06-18-2005, 11:13 PM   #18 (permalink)
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Agreed with Jibi, I ran into the same issue.

Also if you can tell me how much you make and what city you are in, that would be great. Thanks.
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Old 06-20-2005, 07:11 AM   #19 (permalink)
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Quote:
Originally Posted by MobileRC
Agreed with Jibi, I ran into the same issue.

Also if you can tell me how much you make and what city you are in, that would be great. Thanks.
Nope, cant tell you that!! You can see what city my home is in though!
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