[jibi]

Tx3's priority queuing isn't much of an upgrade over the Tx1/Tx2 standard queue, these days. Honestly, those who have just Tx3 are being shafted and should either look at saving some money and downgrading to Tx2 or upgrading to Tx4 and getting access to the DART team (and a SAM/TAM).

[nydallus]

Originally Posted by jibi

Me thinks they cut their support staff in half, once again. My former company used to hire operators for the investor relations seasons (quarterly and annual earnings reports conferences) and then let them go afterwards.

Not likely. For a technology growing so fast, and giving away a free product w/ support (BES Express) you are bound to get every Bill, Bob and Henry calling because they are too lazy to read the install doc. Its too bad because I bet that accounts for a huge chunk of people calling into TSupport.

Tx2 here and I've never had a problem calling in. Sure I did during DST, but thats a given. When I call in I ask the rep about some of the posts on here (that we've all seen 1000 times) and they just laugh, because I'm sure they hear "Red X when sending" all day long from people w/ free support.

I don't think its fair to attack RIM regarding long hold times. They provide free support to new installs of the Server software allowing anyone to hit setup.exe, then call when everything goes south on their XP machine. Is it fair to us paying customers support? Not really. Will posting on a forum full of 'Bill's, Bob's, and Henry's' and complaining that RIM support is terrible fix the issue? Nope.

I think we all need to step back, think about the whole picture here. If this forum gets pounded with silly questions all day, I can only imagine what those Reps at RIM deal with...

My 2 cents...take it or leave it.

[hdawg]

Giving away a product for free and offering support for it is not an excuse for a company not living up to service level expectations. $10,000 annually with Tx3 ... just to get the service level expectation that you're at a premier level.

"Program fee (Level Tx3 xxx8211; Tx5 only). This fee is reflective of the level of support provided. The advanced levels of support and attention that are offered in levels Tx3-Tx5 result in faster resolution times, relationship-based support and an overall improved customer experience."

Doesn't seem like they're providing an overall improved customer experience.

[ladydi]

I actually had two positive call experiences in May. I hadn't called in a good long while and those other times I had to wait about an hour, so this time I put on a movie and got out the popcorn and had just started munching when they picked up. I was shocked, but pleased. It was no more than a 10 minute wait. probably less.

I have Tx2

[jibi]

Originally Posted by nydallus

Tx2 here and I've never had a problem calling in.

The last two weeks, I've had issues calling in to speak to someone. I sat for 45 mins one day and just hung up; the next day I called and sat for 35 mins before someone answered. That's a LONG time to wait with no DST or other major issues going on.

Originally Posted by nydallus

I don't think its fair to attack RIM regarding long hold times.

I do, if for no other reason than the one you mention here:

Originally Posted by nydallus

They provide free support to new installs of the Server software allowing anyone to hit setup.exe, then call when everything goes south on their XP machine.

This support should be off-loaded to some other call center that does not handle standard calls from paying TSupport customers.

Originally Posted by nydallus

Is it fair to us paying customers support? Not really. Will posting on a forum full of 'Bill's, Bob's, and Henry's' and complaining that RIM support is terrible fix the issue? Nope.

Actually, a lot of high-level personnel at RIM read this forum. How do I know this? Recently when speaking to one of my contacts at RIM in person, he mentioned my name on here not knowing it was me.

[nydallus]

Originally Posted by jibi

Actually, a lot of high-level personnel at RIM read this forum. How do I know this? Recently when speaking to one of my contacts at RIM in person, he mentioned my name on here not knowing it was me.

Something tells me a company like RIM doesn't need a forum to tell them they have a 'hold time' problem. I'm glad you feel your posts will reach CEO's at RIM and resolve all their problems overnight.

I'm going to bow out of this thread, because getting into a pissing match with you guys wont resolve squat.

Good luck with your battle against the RIM hold times. See ya in the queue!

[hdawg]

... You've successfully made some comments and opinions without backing it up. Doing that adds no value ... rather it does add value; negative value.

and when did RIM get multiple CEO's?

[jibi]

hmm, weren't they founded with co-CEO's?

haha @ the damn monkey!

[hdawg]

jibi ... you're absolutely right ... maybe next time I won't make comments and opinions without backing it up; hey, thats some good advice; thanks!

... what, the monkey can't throw a little poop around and be a rebel rouser?

[DarthBBerry]

My how far this thread has fallen.... from DST hold times to flinging monkey poo.
My bad... they ARE the same thing! LOL

[hdawg]

Touché! I am glad it isn't March any more ... but I'm not looking forward to November either