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Old 11-25-2005, 01:04 PM   #1 (permalink)
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In the future when you have an introductory event and promise a free handset to attendees you should have the devices at the event to give out. Since the attendees are presumably good customers or individuals that can promote your product it doesn't make sense to leave them with a promise and no follow up communications. Especially, when the executives in attendance promise that attendees will recieve the devices befor the general public.

There can be a tendancy to treat your good customers like family and figure "they will understand" and therefore treat them poorly. This is not a good business practice. I'm not usre what you can do to make up for it at this time besides promptly sending the promissed devices. Perhaps other members here can chime in with some suggestions such as a years free phone + BB unlimited service on the free device or a free license to a BES server with 5 user licenses, a free extra battery & leather case. You get the idea! Open to suggestions.
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Old 11-25-2005, 01:18 PM   #2 (permalink)
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Angry RIM/Cingular I Agree

Barjohn is so right.

We have 10-12,000 BB users at my company, and I was at a training event where I taught 175 people and was plugging the 8700C. That was on Nov 15th. I was hoping to have the unit in hand. I still don't and not even a peep. My tips are read throughout my firm. Everyone will be different but you should offer some sort of "I'm Sorry" and learn a lesson for next time.

Barjohn, let's go dig out the VP sales name for RIM with an email address and post it here. I gotta take the kids to see Harry Potter now but will check back later.
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Old 11-25-2005, 02:59 PM   #3 (permalink)
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Last edited by jnelson2000 : 11-26-2005 at 01:11 AM.
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Old 11-25-2005, 03:25 PM   #4 (permalink)
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If we're at the letter writing stage, then a "make up" suggestion is to provide the device unlocked. This is a very small thing so they may actually do it.
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Old 11-25-2005, 03:52 PM   #5 (permalink)
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I did not attend the event and I really hate it for you guys not getting the devices sooner or at the very least the same day you could place an order for one.

John did you previously have Cingular service? If not, how do you plan on returning the device when you receive the one from the event? Just curious.
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Old 11-25-2005, 03:56 PM   #6 (permalink)
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Guys -

I like you all had attended a launch event, but in NYC and received the "dubious" a Cingular rep will contact you "soon" to arrange delivery... anyways I've been tracking through a Cingular store manager info on the MIA devices and he put me in touch with someone from RIM. Evidently, RIM is fulfilling the vouchers not Cingular (although the cards would lead anyone capable of reading English to believe otherwise).

Furthermore the RIM rep I've been speaking to e-mailed me back that devices are being shipped today and Monday with expected delivery next week. My question to him though was to what address? The ones we registered with? No reply yet stay tuned.


P.S. - Just to let you all know I've been doing cursory checks at several Cingular locations and have been notified each stores have about 6-8 devices and they are only available to NEW activations (I am a current Cingular subscriber)
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Old 11-25-2005, 05:06 PM   #7 (permalink)
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An ulocked device with some unique accessories like the leather holster Lance received would be nice, any kind of attention at this stage would be nice. I'm not sure I would have attended if the invitation read, "Be the last one on your block to have one, but the first to brag about it..."

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Old 11-25-2005, 05:17 PM   #8 (permalink)
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Available to only new subscribers? That's crap. I bought my 7290 on Nov. 13th and walked into to the Cingular store and exchanged it for the 8700. No problems.
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Old 11-25-2005, 05:30 PM   #9 (permalink)
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I was a former ATW customer. Walked into my Cingular store in Dallas and bought an 8700. With a 2 yeay extension of my contract it was $349 plus a $50 rebate for a net cost of $299. Smooth and ewasy transaction. The y received 3three 870s today . I got mine around 1 pm and the other two were gone by around 4 pm
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Old 11-25-2005, 08:51 PM   #10 (permalink)
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Again, I am in NY and this is what I was told re: new activations only due to limited supply here. I've been with Cingular for about 6 mos. (from Nextel) and this is what I was told. Most likely things will change hopefully soon when more inventory arrives.

Still on awaiting reply from RIM rep on 'complimentary' launch event devices.
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Old 11-25-2005, 10:42 PM   #11 (permalink)
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BarJohn, I want to echo your sentiments. I am/was supposedly on what is known as an executive seeding list with Cingular which was supposed to be 4000 units delivered to Cingular to GIVE OUT to their top customers as sort of a cool perk. I was told that they would be here "next week" since Nov. 1... NOTHING!!! I really don't even know how to express my regret to Cingular and to RIM. I really feel like they have screwed this one up royally. I am just really frustrated. Hope to get one "next week"!!
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Old 11-25-2005, 11:01 PM   #12 (permalink)
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bperkins, yes, I have Cingular service. So I really don't need an additional account at this time. I may keep the account for my wife; however, I have a Verizon account (actually 2) that she uses and she is totally NOT a technology person. She will not read a manual and does not want to be taught about features. Her phone has voice dialing and she refuses to use it. Keep it simple, no cameras, no web browsing, etc. Of course, I am just the opposite

I propose that a letter could start out with our dissapointment and then include various quotes from dissapointed attendees so that they could understand the frustration. In my case, because there was a free device being given, I paid for my own transportation and airfare as I felt it would be unethical to charge the government and then receive a free item. Airfare and hotel cost me ovver $350.00 so the net to me would have been the same. However, I thought I would get one early and be able to do a review for the rest of you before you spent your hard earned money.
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Old 11-26-2005, 12:21 AM   #13 (permalink)
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BarJohn,

To stay on topic,

I applaud you for you for creating this thread. With hopes that we can maintain professionalism, per Dude's comment - it just may be possible that we may get some concession out of this.

Let me preface, by stating that by nature, I am not out looking to "milk" a situation. On the flipside, I agree with John's comments about "treating us as family" assuming we would be "ok" with the delays.

Bottom line, alot of things ocurred, the obvious things being: terrible rollout/product launch (not to the consumer) but to the bevy of "industry" people and/or the "first kids on the blocks" with the 8700's - but more importantly - credibility. I was a bit disappointed that almost 30 days after the event I am seeing any joe blow walk out playing with this.

Anyway - enough with the rants, I believe a realistic concession would be:
- One year data services waived
- Voice services waived would be asking for too much I believe, but would more then appreciate it.

BarJohn, let's get the ball rolling with this letter. As you are quite eloquent, civil and have already taken the lead, I nominate you to move forward on this and get us our free data service! :P

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Old 11-26-2005, 01:13 AM   #14 (permalink)
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Attendees, here is my first cut at the memo we should send. Please feel free to make suggestions on how to improve it.
Attached Files
File Type: doc RIM-Cingular Memo 11-25-05.doc (41.0 KB, 53 views)
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Old 11-26-2005, 01:21 AM   #15 (permalink)
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Spot on! I would add that the negative publicity not only effects this launch, but will also effect the next one regardless of whatever is promised there...In addition, many of us loyal customers/decision makers held off on ordering an 8700c based on this promise, and are holding back decisions for our companies and RIM partners that are pitching SW based on the 8700c's enhanced capabilities. This is just bad business practice, with negative impact all around.

What's the next step?
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Old 11-26-2005, 01:39 AM   #16 (permalink)
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I will take the feedback provided here and incorporate it into the memo and then I will email the memo to the names I listed and ask them to please distribute to other RIM and Cingular executives.
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Old 11-26-2005, 03:38 AM   #17 (permalink)
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I took a read over that and I found it to be a bit childish, it sounds like a bunch of whiney kids throwing a temper tantrum (no offense). I rewrote it which I will be my next post, but the reasons I rewrote it are

it was poorly worded(too many short, incomplete sentences)
it contained alot of redundant information
it contained a little irrelevant information (it is obvious they read these forums)
it was too whiny (use of words like rancor and cavalierly are too dramatic)

and I do not mean any offense when I give feedback. I even went to the extent of re writing it to show my good intentions and I think you have very valid points. Cheers
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Old 11-26-2005, 03:39 AM   #18 (permalink)
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Quote:
Originally Posted by MobileRC
Most of us were honored to be invited to the rollout of this new and eagerly anticipated product. Presumably we were invited because RIM or Cingular thought that our presence and the PR we would go back to our offices with, would be of value in launching the new product. We were all told that we would be receiving a free unit for our attendance, with attending executives going so far as to promise that attendees would have the units first, before the release to the general public. Following the event we all waited eagerly for the promised fulfillment, and are truly disappointed that this promise was not met. While we are confident we will receive the units, our distaste stems from the fact that the promise involved them being sent out in advance of the public release and the total lack of communication. Perhaps it is because we are viewed as family, since most of us do considerable business with RIM and Cingular, that we are treated as a lower priority than the general public that this has happened. Maybe your expectations were that we will understand and forgive and to some degree that is true. However, it has caused some ill-will that we were not afforded the courtesy and respect of an email or a phone call, to keep us updated. With our collective and therefore extensive business experience, we are empathetic in that, we realize problems do arise, and delays do occur. Failure to communicate such issues not only compounds the the problem but adds insult to injury, as it were.

We would like to see RIM/Cingular step up to the plate and accept responsibility for this mishap. With that in mind, we recommend the following:

1. In future events, have a sufficient amount of units available for distribution to the valued clients that were invited to attend. When you go to the prom you expect to get the whole meal deal, we got the equivalent of a handjob.

2. Accept that there was a mistake and make good on your assertion that we are valued clients and associates. Some suggestions are:
a. Unlock the provided units
b. Provide a choice of color or allow exchange for a different colored unit(unlocked)
c. A years free unlimited BB data service
d. A years free voice service at the 500 minute level
e. A years free combined data and voice service
f. A free leather accessory case
g. A free extra battery

We hope that you will accept this letter in the spirit it is intended, as we are clearly loyal supporters who want to see RIM and the BlackBerry succeed. We appreciate the harmony between Cingular and RIM that creates the unique BlackBerry experience and look to this same relationship to rectify this issue.

I would recommend removing the "handjob" reference. And you also spelled "promised" in the subject line incorrectly.
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Old 11-26-2005, 04:29 AM   #19 (permalink)
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I agree - it sounded a bit 'winer' ish before.

By the way, off topic, but I'm a Tmobile customer, and am hoping to buy an 8700 from my cingular store without a contract. It will, of course be locked, but Tmobile tells me that they'll be happy to get the unlock code from RIM to keep me (and anyone else I assume) as a customer.... So there is hope for us Tmobile customers!
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Old 11-26-2005, 04:58 AM   #20 (permalink)
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Let us know if that works because I don't think they can legaly get a sim unlock code for antoher providers device.
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