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Old 06-10-2010, 02:34 AM   #1 (permalink)
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Default Terrible support from RIM

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I just spent 3.5 hours on the phone with Verizon and then RIM (mostly RIM) trying to figure out how to get documents to go to work. We finally figured it out, but it took much longer than I would havew expected and one of the RIM tech support people hung up on me in the interim. They make it very difficult to talk to anyone in charge to give feedback re their tech support.
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Old 06-10-2010, 06:22 AM   #2 (permalink)
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Why post that here, though?
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Old 06-10-2010, 06:23 AM   #3 (permalink)
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Because the original poster must think that this volunteer run forum is associated with Research In Motion. It isn't.
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Old 06-10-2010, 06:58 AM   #4 (permalink)
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Sounds like a rant to me.

So moved.
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Old 06-10-2010, 07:01 AM   #5 (permalink)
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TBH, Docs To Go is a DataViz product. Not Verizon or RIM.

Maybe the OP should be grateful that those 2 companies spent 3.5 hours sorting out someone else's software. I wouldn't have.
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Old 06-10-2010, 07:40 AM   #6 (permalink)
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Old 06-10-2010, 04:32 PM   #7 (permalink)
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I've had many good experiences with RIM support. They're better than most other copmanies technical support staff that I've dealt with.
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Old 06-11-2010, 08:28 AM   #8 (permalink)
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Quote:
Originally Posted by jsconyers View Post
I've had many good experiences with RIM support. They're better than most other copmanies technical support staff that I've dealt with.
+1.
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Old 06-16-2010, 08:10 AM   #9 (permalink)
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How does Docs To Go not work??

(I'm really curious about this one)
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Old 06-17-2010, 07:26 PM   #10 (permalink)
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Quote:
Originally Posted by jsconyers View Post
I've had many good experiences with RIM support. They're better than most other copmanies technical support staff that I've dealt with.
I have had excellent luck with SAS; nobody else is close.
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Old 06-25-2010, 12:35 AM   #11 (permalink)
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Wirelessly posted

Quote:
Originally Posted by Jadey
TBH, Docs To Go is a DataViz product. Not Verizon or RIM.

Maybe the OP should be grateful that those 2 companies spent 3.5 hours sorting out someone else's software. I wouldn't have.
Rim is packaging phones with it. Rim is taking the support hit for it.

Its the same as the junk software pc mfg install on a new comp. You the end user chose to use that software then the mfg supports it. Just saying.
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Old 06-25-2010, 10:29 AM   #12 (permalink)
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So if my new HP Laptop comes pre-installed with a trial of Symantec Anti-virus, and the Anti-Virus acts up, I call HP and I should be upset they tell me to call Symantec??
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Old 06-25-2010, 05:08 PM   #13 (permalink)
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Wirelessly posted

Quote:
Originally Posted by SteveO86
So if my new HP Laptop comes pre-installed with a trial of Symantec Anti-virus, and the Anti-Virus acts up, I call HP and I should be upset they tell me to call Symantec??
Hp support will deal with any issue that is caused with there pre installed system.

The same thing goes for microsoft will not offer support for the os that came on your new hp since its oem.

By your logic if the radio in my car breaks I need to bring it to the radio manufacturer. not the dealer.
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Old 06-28-2010, 06:54 AM   #14 (permalink)
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Even if I go with your argument re: RIM, how are Verizon responsible? OP wasn't happy with their support either!

DocsToGo is DataViz. If you have a hardcore problem that RIM and VZ can't fix, go to DataViz.

Seems logical to me.
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Old 06-28-2010, 07:57 AM   #15 (permalink)
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Quote:
Originally Posted by wabbit View Post
Wirelessly posted



Hp support will deal with any issue that is caused with there pre installed system.

The same thing goes for microsoft will not offer support for the os that came on your new hp since its oem.

By your logic if the radio in my car breaks I need to bring it to the radio manufacturer. not the dealer.
Why does every metaphor always have to revert back to cars
(This isn't a car, a car is a bit more expensive then a phone therefore comes with more in terms of everything)

The dealership and the contract specifically say the car and everything is warrantied for x amount of miles, does the BlackBerry contract warranty their equipment for x of Megabytes?
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Last edited by SteveO86 : 06-28-2010 at 08:00 AM.
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Old 06-28-2010, 10:40 AM   #16 (permalink)
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Wirelessly posted

Quote:
Originally Posted by SteveO86
Quote:
Originally Posted by wabbit View Post
Wirelessly posted



Hp support will deal with any issue that is caused with there pre installed system.

The same thing goes for microsoft will not offer support for the os that came on your new hp since its oem.

By your logic if the radio in my car breaks I need to bring it to the radio manufacturer. not the dealer.
Why does every metaphor always have to revert back to cars
(This isn't a car, a car is a bit more expensive then a phone therefore comes with more in terms of everything)

The dealership and the contract specifically say the car and everything is warrantied for x amount of miles, does the BlackBerry contract warranty their equipment for x of Megabytes?
Anything the mfg puts on a device from the factory assemble or what where ever else the mfg supports the crapware they put on.

Might not be the most skilled support but they do infact support it. As for your example yes hp supports norton.

This is the one thing that most people in tech support hate yet they have to. Else don't package crap you will not support. As an end user. If it came with I baught it from you you will support it. Bottom line.
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Old 06-28-2010, 09:47 PM   #17 (permalink)
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Quote:
Originally Posted by Jadey View Post
Even if I go with your argument re: RIM, how are Verizon responsible? OP wasn't happy with their support either!

DocsToGo is DataViz. If you have a hardcore problem that RIM and VZ can't fix, go to DataViz.

Seems logical to me.

this is logical to people who are computer lit, take someone who is not. has no clue, get a blackberry. they will complain to the carrier since that is who handles support, then it gets handed off to rim when the carrier can not fix it.

considering they purchased the product with that in it. i do not see why they would have to track down who made what and call there support line.

this is the big problem with mfg getting paid to put crapware on a device. they get paid to put that on the device, or pc, or w/e they can then support the crap they got paid to put on the device or pc.

if the user put something that did not come on the blackberry or a pc, i agree call that product support.
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Old 06-29-2010, 08:09 AM   #18 (permalink)
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I would really think calling Docs To Go Crapware is a pretty big stretch... I'm still curious as to how DTG breaks, since we never got any clue as to what getting DTG to work means... and the OP still has only 1 post on this whole forum..
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