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Old 03-22-2005, 04:49 PM   #1 (permalink)
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I've been trying the MyBlueberry BES service. When it works, it works well, and is cheap, but I'm afraid to report that service is very lacking. You get Extremely slow respone time from their support, and they have an attitude? Or they're just generally snipy? I think it's time to try Mailstreet. Maybe you get what you pay for?
I would not recommend MyBlueberry at this time, as I think that this type of service requires a high level of support - the whole point of the BB is that it's 24/7.
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Old 03-22-2005, 07:03 PM   #2 (permalink)
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Care to share a bit more details as to what issues you had? You are right, service is expected to be 24/7. However, if the issues were on your side with configuration issues, etc., then I don't think faulting the provider is all that fair. If the issues were on their side, then I think that would be more important to discuss in a review/report of their service.

You have a point about support and service, but your point about getting what you pay for is also quite true - they are a makeshift and affordable provider. I wouldn't say they (or any commercial BES provider) would be 'professional' as there is not enough demand in that particular facet of the market to push for call centers with trained, level-2 technicians (who have been trained in the art of customer support).

So, lets here the important 'why' to your report/review. Otherwise, its like saying you don't like someone for no other reason than they rubbed you the wrong way. And while thats a valid reason for yourself, its not so much one for the other consumers in the market.
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Old 03-22-2005, 08:50 PM   #3 (permalink)
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Quote:
Originally Posted by jibi
Care to share a bit more details as to what issues you had? You are right, service is expected to be 24/7. However, if the issues were on your side with configuration issues, etc., then I don't think faulting the provider is all that fair. If the issues were on their side, then I think that would be more important to discuss in a review/report of their service.

You have a point about support and service, but your point about getting what you pay for is also quite true - they are a makeshift and affordable provider. I wouldn't say they (or any commercial BES provider) would be 'professional' as there is not enough demand in that particular facet of the market to push for call centers with trained, level-2 technicians (who have been trained in the art of customer support).

So, lets here the important 'why' to your report/review. Otherwise, its like saying you don't like someone for no other reason than they rubbed you the wrong way. And while thats a valid reason for yourself, its not so much one for the other consumers in the market.
You are making valid comments. And what I experienced is only one experience of many, and a number have to be taken into account to evaluate any service. So other opinions would be welcome. I posted my opinion to help build a database of a sorts of which services are good.
I've finished up setting up my Mailstreet Account in no time, and found the service there much better. I was able to speak to a live person. They were friendly and knowledgable.
My sense of Myblueberry is that they are a very amateurish operation. You open up a ticket, and hope it will be answered within 24 hours. I needed a simple reactivation and this was not done. It took a whole day just to get any response for a request for reactivation. They did not respond during regular working hours and there is no phone line I was made aware of. I asked again, and my opinion is that their responses were snide and they were very slow to answer. The technical problems I was having were resolved quickly by people at Mailstreet.
I am not saying it may not work well for other people and maybe my experience was a fluke. However, I have rarely had difficulties with services such as this, and never this bad, and I use a number of them. I would guess that the people who would sign up for BES accounts are power users and would not be happy by the level of service provided by Myblueberry. They are well priced though, but it's the type of service I think that has to perform to be worth it. Mailstreet has the disadvantage of being quite a bit more expensive, and I'm not happy about that, but I'm hoping they have a higher level of professionalism. I do plan to contact customer support and complain to the managers at Myblueberry or Citynt, but will have to dig for it, the technician point blank refused to give me a supervisor's number.
My 2 cents worth.
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Old 03-22-2005, 09:28 PM   #4 (permalink)
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I use blueberry... it works and have not had any technical difficulties whatsoever.

My sense is that are quite small operation so the tech may have been the owner!
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Old 03-22-2005, 11:44 PM   #5 (permalink)
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I understand your issues, and would be disappointed with difficult service myself. I have been carefully evaluating My Blueberry as well. Can you, or anyone else, comment on how good reliability of the service was? Somethings would be inconvenient, losing critical mail would be Major.
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Old 03-23-2005, 12:06 AM   #6 (permalink)
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One other thing I forgot to mention is that I appeciate the bluueberry email updates if there is a system issue.

Also I forward email from another account to the Blueberry so I have been able to compare mail delivery... have not lost any.
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Old 03-23-2005, 04:18 AM   #7 (permalink)
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There we go...

Try this number - 716-583-9332. I'm not sure who its for, but its from the contact information of their domain name record.

You may also want to refer to their advertising on the website:

Quote:
Always-On-Support:

Always on support for an always on connection is what we strive to provide our customers. We try to answer support questions and concerns in a timely fashion because we know your time is important and not being in contact can cause real headaches for a business or individual. We try to respond to support requests within 1 hour if not sooner.
Hope that helps.
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Old 03-23-2005, 08:58 AM   #8 (permalink)
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Quote:
Originally Posted by jibi
There we go...

Try this number - 716-583-9332. I'm not sure who its for, but its from the contact information of their domain name record.

You may also want to refer to their advertising on the website:



Hope that helps.
I didn't find their 1 hour support to be true. Often each response took a few hours, and the responses were short, telegraphic, and required another few hours for the next sentence, so a complete conversation took a while. This wasn't always true, and sometimes they were faster. I have the complete record of the conversations, and plan to forward them to the management of the operation, for their review. Of course, if, as one of the posters suggested, it's one man owned and operated service, that won't do any good.
But, they might be worth a try, as they are very reasonably priced, and I'm glad it's working for some people.
And when the service was working, I think it worked fine. No problems with lost emails or anything like that as far as I know.
I'm not sure, but web browsing with Mailstreet and email response time seems faster than with Myblueberry, but could BES even affect the web browsing speed? There seems to be less lag between the request and response. I don't know, and I haven't formally tested it and it could be my imagination.
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Old 03-23-2005, 09:54 AM   #9 (permalink)
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email delivery and browsing could very well differ from provider to provider - it all depends on the server load at the base level, and then network bandwidth from the provider to the internet and hops to RIM. one host could have better routing than the other, or a fatter pipeline, or beefier servers. from your side of the park (your handheld and provider), it shouldn't really have any toll from one provider to the other (in my opinion).
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Old 03-23-2005, 08:16 PM   #10 (permalink)
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Quote:
Originally Posted by jibi
email delivery and browsing could very well differ from provider to provider - it all depends on the server load at the base level, and then network bandwidth from the provider to the internet and hops to RIM. one host could have better routing than the other, or a fatter pipeline, or beefier servers. from your side of the park (your handheld and provider), it shouldn't really have any toll from one provider to the other (in my opinion).
Good to know.
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Old 03-25-2005, 09:26 AM   #11 (permalink)
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Further update:
The contrast between Mailstreet and MyBlueberry continues.
Lots of support offered at Mailstreet, even though I didn't need it this time.
I've been trying to talk to live person at MyBlueberry for a refund and complaint and so far it's been an impossible task. The number posted above leads to the same technician/owner? whos so far has been a wall.
I would still recommend MyBlueberry as a trial to see if it works if price is of outmost concern, however, be prepared to lose time, and your setup fee.
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