BlackBerry Forums Support Community

MarkF · 02-16-2007, 05:31 PM

44 mins a little while ago. So that's what I get for $120K/T-3?

I'm upgrading 9 BES tomorrow to v4.1, I think I'll call RIM an hour before my upgrade starts just to get into the queue

noname · 02-17-2007, 06:32 AM

The alternative is to drop an email message to "help@blackberry.net" with your questions/issues. You can help yourself by helping them -> By giving a brief description of the issue/enquiries with relevant information so they can actually start working on it for you.

I have discovered that if I have given all the relevant information e.g. BES version, date/time of issue, mail platform, SQL server info and with a copy if the BES log errors etc... the response is usually pretty fast from the RIM technicians. Usually I will get explanation on the issue and along with a KB article for the matching error and advises on a particular SDR# or upgrades required. I guess with these information given voluntarily to them definitely help them to lookup and match any known issues quickly. This saves the time wasted going back and forth to gather more information.

By doing so, you can save the waiting time and do something else.

For the hold time, I believe this could be related to the surge on the calls on DST2007 inquiries/issues.... Look at our forum... the hot topic now is DST2007!!!

gziz · 02-17-2007, 12:40 PM

Quote:

Originally Posted by jibi

87 mins and someone answered. I'm on-hold again while he reviews my notes. *sigh*

I have found that calling in at 2:00 AM helps out a lot, although you won't necessarily always get someone who knows more than you about the issue.

why the sigh? do you expect the person can read your mind and get all the information needed to help you? of couarse they need to review the case

noname · 02-18-2007, 05:24 AM

Quote:

Originally Posted by MarkF

44 mins a little while ago. So that's what I get for $120K/T-3?

I'm upgrading 9 BES tomorrow to v4.1, I think I'll call RIM an hour before my upgrade starts just to get into the queue

MarkF, you call TSupport just to walk you through BES upgrades? I hope the long waiting time is not because of such call nature?! Else others with issues/errors will be waiting indefinitely in the queue... just my thought...

BTW, let me share with you on BES upgrade. If your 9 BES are sharing the same BESMgmt and none is 4.1 yet, then for the first BES upgrade, you need to shut down all the BES. This is because the database schema will be updated to 4.1 and this requires other BES in the same BlackBerry Domain to be offline. Also, read up the BES 4.1 Installation and Upgrade Guide checklists to make sure all your requirements are met. Backup all your data too.

Hope this helps.

jibi · 02-18-2007, 11:27 PM

Quote:

Originally Posted by gziz

why the sigh? do you expect the person can read your mind and get all the information needed to help you? of couarse they need to review the case

Because after 2+ hours on the phone, about 90% was spent with hold music. The sigh wasn't for the guy putting me on hold, but rather the thought of the damn music playing again.

MarkF · 02-19-2007, 01:00 PM

No I would not call Tech Support for a simple upgrade and my concerns were right on the money - I ran into a problem creating the new database (going from v3.6.7 to V4.1), called Tech Support and waited 1 HR and 45 mins for someone to answer. They suggested a solution to the problem which required me to move the database to another SQL server. After I did that it fixed the initial problem but immediately ran into another problem using createdb. Another phone call, another 1 HR and 45 mins wait. So, 3 1/2 hours of my 8 hour upgrade window was wasted. Our servers are still at v3.6.7 and I have to schedule another outage. Again, this is worth $120K/yr? That's basically paying for one full time FTE.

x14 · 02-19-2007, 02:46 PM

Quote:

Originally Posted by MarkF

No I would not call Tech Support for a simple upgrade and my concerns were right on the money - I ran into a problem creating the new database (going from v3.6.7 to V4.1), called Tech Support and waited 1 HR and 45 mins for someone to answer. They suggested a solution to the problem which required me to move the database to another SQL server. After I did that it fixed the initial problem but immediately ran into another problem using createdb. Another phone call, another 1 HR and 45 mins wait. So, 3 1/2 hours of my 8 hour upgrade window was wasted. Our servers are still at v3.6.7 and I have to schedule another outage. Again, this is worth $120K/yr? That's basically paying for one full time FTE.

You shoulda called me. It woulda save you the wait time, cost less, and fix the problem in 1 call.

I'm on day 6 of my DST ticket and they are asking me questions about stuff that I already answered in the original ticket.

MarkF · 02-19-2007, 03:11 PM

x-14 - no doubt. Did you know that when upgrading from v3.6.7 to v4.1 you can't use the createdb.exe that comes with v4.1?

muellka · 02-21-2007, 04:29 PM

Before the new year, I would normally get thru in about 5 min. Since then, I have not gotten thru at all. This week I tried to call twice. One time I sat on hold for 45min and then got pulled away for something else. The next day, I tried early in the morning (around 9am CST) and sat on hold for 2+ hours and had not response. We just up'd our support to T2 in November and am wondering what we are paying for.

mendes9 · 02-21-2007, 10:35 PM

upper management is aware of the issue, but I hope it gets better..

kpoland · 02-26-2007, 12:15 PM

I've tried to call 3 times in the past week. All 3 times I was on hold 60 minutes and never got anyone. I resolved the problems while I was on hold and hung up, not getting answers to some other less critical problems.

This is with Tx3 support.

DarienA · 02-26-2007, 12:22 PM

I don't remember this being the case last week(was the option available?) but when I called this morning at 8am EST there was a separate new (?) option to speak to someone just regarding DST issues, and when I hit that option I immediately got a person, I couldn't believe it...

juwaack68 · 02-26-2007, 12:59 PM

Quote:

Originally Posted by DarienA

I don't remember this being the case last week(was the option available?) but when I called this morning at 8am EST there was a separate new (?) option to speak to someone just regarding DST issues, and when I hit that option I immediately got a person, I couldn't believe it...

You got REALLY lucky. I spend 6 hours on the phone with RIM on Friday.....most of it on hold.... but they were able to help me finally get the push package for the DST Patch to work.

DarienA · 02-26-2007, 02:04 PM

Quote:

Originally Posted by juwaack68

You got REALLY lucky. I spend 6 hours on the phone with RIM on Friday.....most of it on hold.... but they were able to help me finally get the push package for the DST Patch to work.

So the option to speak with someone in regards to DST was on the voice prompt system last week? I guess I just didn't remember it.

juwaack68 · 02-27-2007, 09:13 AM

The new prompt appears to be new this week. However, it also seems to be totally useless. It's just 'call takers' who take down your information (name, phone number, T-support code, etc) and then place you into a que.

I've called twice this morning and after giving my info and being put into the que (and being on hold for 30+ plus), they hung up on me!

DarienA · 02-27-2007, 09:22 AM

Quote:

Originally Posted by juwaack68

The new prompt appears to be new this week. However, it also seems to be totally useless. It's just 'call takers' who take down your information (name, phone number, T-support code, etc) and then place you into a que.

I've called twice this morning and after giving my info and being put into the que (and being on hold for 30+ plus), they hung up on me!

Hmm that's different then because when I called first thing monday morning I got right through to a support person... they must have gotten backlogged after that.

:(

juwaack68 · 02-27-2007, 09:52 AM

I wound up calling back and NOT going thru the DST que (went thru the normal options for server support). Got someone amazingly fast (within 10 minutes), considering yesterday I was on hold for 90+ minutes before I heard a real voice. I think I received the answers to my questions (posted in the 'DST Upgrades' thread).

jibi · 06-19-2007, 11:39 AM

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.

jgb@etree · 06-19-2007, 04:33 PM

I'm frustrated as well, and strongly considering canceling my TSupport contract. 90% of the time, hold times are in the 20-30 minute range. Very, very rarely can I get a rep on the phone in under 10 minutes.

I should call & tell them that I'm cancelling my support contract because of their piss poor response times & that I can get just as accurate information here in 1/2 the time & for free!

</rant>

Edit: Tx3 support, fwiw

hdawg · 06-19-2007, 10:01 PM

I would have thought with Tx3 you'd get priority in the queue ...

Ya know, even as a partner ... we don't get anything special when we call in... the real value is in the dedicated TAM and other relationships.

I have noticed that our customers that have TSupport contracts always end up calling us first (even if the call isn't free) because they get a response.

Definitely contact whoever setup your support contract; 20-30 minutes isn't a priority queue.

BlackBerry Forums Support Community

TSupport Hold Times ...?