10-06-2006, 04:08 AM
Thumbs Must Hurt
Join Date: Jul 2006
Location: Los Angeles
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Did you deal with normal customer support, or the BlackBerry specific department? I don't remember what they call it now. It used to be the wireless data group, but the last time I talked to them I think they said it was now something like the international business data device group or something like that. The tip they gave me to get directly to them is to say "I have a problem with my BlackBerry" in the automated voice recognition routing system, otherwise if you just said something like "tech support" you would end up in the normal support queue.
When I had to replace my girlfriend's BB (just recently), I told her to call and take care of it. She just called customer support, asked for technical support, and they tried to give her some run around about having to order and pay for a new one, and then they would credit the value back to the account once she returned her old one, and she was worried that exactly the same thing you are talking about would happen. Then I called and made sure to get to the BlackBerry specific group, and they just shipped me a replacement unit with a return shipping slip, and I was done.
I have heard several complaints about the normal T-Mobile support along the lines of what you are talking about. In fact, back when I had a Sidekick, I got some of the worst support I have ever seen, and they were always trying to stick me with extra charges. However, ever since going to a BlackBerry, and making sure to navigate their system to get to the dedicated BlackBerry support department, I haven't had any problems like that.