[markhatter]

that RIM hide technical information from customer unless you pay for a higher level of support?

i.e. a customer has a BES issue, there is a known fix but RIM won't publish the details of the issue on the free tech support site

Do other companies do this?

[JSanders]

Do other companies charge for higher level technical help? yes.

Sorry you are having problems. However, if you "publish" your issue here, someone might know the answer as well.

[hdawg]

Originally Posted by markhatter

that RIM hide technical information from customer unless you pay for a higher level of support?

i.e. a customer has a BES issue, there is a known fix but RIM won't publish the details of the issue on the free tech support site

Do other companies do this?

No it isn't wrong. Free is exactly that. You get what you pay for and if you get anything else you should be happy.

Lots of other companies do this ... I know I do it ... I know Microsoft does it.

Information = Money ... and money drives business.

[fusky]

Originally Posted by markhatter

that RIM hide technical information from customer unless you pay for a higher level of support?

i.e. a customer has a BES issue, there is a known fix but RIM won't publish the details of the issue on the free tech support site

Do other companies do this?

Lots of companies do that.

Like JSanders said, post your question here, and someone might know the answer.

[jdale49]

I have to disagree somewhat.

If the problem is truly an issue with their software then they should provide it for free. ( As does Microsoft with Hotfixes )

If the problem stems from a configuration issue or other non directly BES related issue then this is a " Support " incident and you should pay for it.

My 2 cents.

[d_fisher]

RIM publishes fixes for known issues via Service Packs, Hotfixes and Rollups. Until the fixes have been tested enough for general release they are not publically available. This is no different than any other software company.