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Old 02-14-2006, 03:00 PM   #1 (permalink)
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Join Date: Oct 2005
Location: Toronto
Model: 8700R
Carrier: Rogers
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Default Poor support from Blackberry Service Providers?

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Post up your beefs! Here's mine.

:: snip ::

Last night, at around 6pm, I got a page for a user who's Blackberry had not been receiving emails since just before noon. She had also not been receiving notifications concerning voicemails being left for her on her Blackberry.

I managed to do some troubleshooting over the phone with her, and concluded that it was indeed a problem with the Rogers service, and not with the BES server that was physically in Vancouver. How I came to this result was by getting her to attempt a PIN 2 PIN message to herself, which resulted in a red X. This, to the technicians, states that there is a problem with the Rogers service due to the fact that PIN services are run through Rogers and not through BES servers, which handle email loads.

I called up Rogers shortly after 6pm and went through their automated message/menu system to get to the wireless handheld/technical support. I was then put on hold, with the standard message "All Technical representitives are currently busy. Please stay on the phone, as your call is important to us". So there I stayed for over 13 minutes until frustration kicked in and I hung up so I could call up the user and tell them I was having problems connecting to a Rogers technical support representative that could fix the problem for us.

Now, a little information: I had found out over the months of supporting Blackberry users and dealing with Rogers that when you provide them the phone number of the Blackberry they can tell if it's a corporate or personal account. I know this, for example, because my Blackberry is also my home phone number and when I call up Rogers at home due to cable problems they put me through to corporate support every time because my Blackberry phone number is tied to our corporate account through Vancouver.

So I got off the phone with the user and decided to call Rogers back to fix her problem. She said she'd only be around till 7pm so hopefully I would be able to contact them before then. I called back and decided to reach Sales. Someone always answers the phone in Sales. I then explained the problem to them, as well as how it was solved in the past with another Blackberry that didn't receive PIN 2 PIN messages. The problem is basically that the dataplan needs to be removed and re-added to the Blackberry in question. He said he had no problem doing that, but I explained that I felt better if it was a technician performing the change as it wasn't his job and I didn't feel like it was something he should be doing as I didn't want him liable.

Both the salesman at Rogers and I then proceeded to sit on hold for another 10 minutes or so for a total call length on my Blackberry as 20+ minutes trying to get through. I then told him I had to go as it was nearing 7pm and I had to let the user know I would be unable to solve her problem tonite. Lo and behold, when I spoke to her it started receiving emails again.

More information: I know from Rogers technicians that when there is an unusual call load they have a message stating how long the wait time is before a technician can help. Rogers will also post messages on the technical support line if they're experiencing a service issue. Both of these are beneficial to both them and the end user as it helps explain any problems and help to stop the flood of calls they may receive for problems that are already being looked into.

Neither of these messages were placed by the Rogers technical support. All I had was the standard message "All Technical representitives are currently busy. Please stay on the phone, as your call is important to us". Even the salesman said there was technicians there, but would be unable to give me an ETA, just that they were busy. This, to me, says he didn't speak to a technician just that he was going by the message from being on hold.

:: snip ::
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