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Old 08-10-2005, 09:01 AM   #1 (permalink)
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Is terrible. They now NEED to talk to the actual person that uses the device. Despite the fact that I troubleshoot it, know when it does and does not need to be replaced, talking to me, the BES admin and support for all devices here, I am not good enough to talk to to setup the replacement. Over the last month or so I've had to pose as the end user so that i could get the replacement setup. Today they asked me for a SSN and I had no clue, so I had to drop the call because they knew it wasn't really the end user. GIVE ME A BREAK CINGULAR!

I used to be able to setup replacements with ease whenever I needed to, and I did it myself. Now I can't unless I have a complete life history of the client in front of me. Our rep hasn't done anything to help this situation at all. 7 of 40 devices have failed in 6 months and required replacement. The 7290, in my experience, is not a reliable device in any way, shape, or form.

Anyone else have Cingular and work out a way around this ridiculous inconvenience that they call "support"? Just wondering. (and venting)

I for one, do not want to have to tell a high level executive that they have to call in for a replacement device themself. That is JUST not how our support works around here. We implemented the devices, so we should have the ability to support them properly. Cingular prevents that. I'm so frusterated right now its not funny.

ok, I'm done. /rant
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Old 08-10-2005, 09:09 AM   #2 (permalink)
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I was able to talk to our rep and basically told him that if and when I have to call for service/replacement, it's because I have totally exhausted all troubleshooting methods. Nothing I hate more than being asked to take the battery out, do a scan, have you tried wiping, have you tried nuking, etc. I let them know that the only way we would enter into a contract with over 500 devices, was not to mess around with all the basic troubleshooting cr*p. Talk to your rep and see if you can work something out.
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Old 08-10-2005, 09:20 AM   #3 (permalink)
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Quote:
Originally Posted by SRThornton
I was able to talk to our rep and basically told him that if and when I have to call for service/replacement, it's because I have totally exhausted all troubleshooting methods. Nothing I hate more than being asked to take the battery out, do a scan, have you tried wiping, have you tried nuking, etc. I let them know that the only way we would enter into a contract with over 500 devices, was not to mess around with all the basic troubleshooting cr*p. Talk to your rep and see if you can work something out.
Oh, he got a pretty extensive email from me this morning.
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Old 08-10-2005, 01:53 PM   #4 (permalink)
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and a worthless response from the rep.

And I thought nextel customer support was bad....
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