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Forums Advisor III
drewread
Posts: 1,034
Registered: ‎02-07-2013
My Device: Z10
My Carrier: Rogers

Why not a "Blackberry Technical Support" app?

A lot of people have suggested that Blackberry 10 needs a killer app to put it over the top, and a lot of people have mentioned that Blackberry's current support model of routing through the carriers has been very frustrating for them and that they would love a way to get into touch with Blackberry directly.

 

So why not combine these two suggestions and come up with one solution: The BB10 support app? Of course this would not help those that cannot power up or gain network connectivity with their Blackberrys, but a whole lot of people could use the resource for other issues.

 

I am quite impressed with the CrackBerry (CB10) app, and it would be a good model to start with, but, some features of the BBTS app could be:

 

  • a news page for 'known issues' bulletins, so that people know that issues have moved into the support or development stream and internal KB, it would be even nicer if these became part of the public KB.
  • link directly to these "user to user" forums and allow Blackberry support staff to pull people with valid issues out of the "user to user" forum and into the Blackberry support system and issue them tickets, etc.
  • link into the Knowledge base so that it is leveraged on your handheld and easily searchable, of course some realtime updating of that online KB would be useful to make this work :smileywink:
  • submission of logfiles directly from the support app into whatever ticket has been opened for you
  • allow for remote screen sharing with a Blackberry technician, so that they can see the issue directly and talk the user through their problem.

All of this would put the ability for users that have a "running" device to get the support they need without needing to go into a store or spend hours on the phone. Maybe BB Link (if it ever gets cleaned up and starts working :smileywink: ) to leverage access into the support 'app' system as well so that those with dead devices can also get the support they need without needing to call in or go to a store.

 

Just an idea.. maybe some people will like it... maybe even somebody at Blackberry? :smileyhappy:

-: DrewRead :-
Can't find an app on Blackberry World yet? Tweet the developer and ask when they will #GetWithBB10 !!
"Like it" if you like it. :smileyhappy:
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JSanders
Posts: 82,528
Likes: 22,618
Solutions: 5,825
Registered: ‎04-01-2008
My Device: Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Why not a "Blackberry Technical Support" app?

Great idea, and you're not the first to ask or propose it.

 

It's been discussed for a couple of years. Currently BlackBerry does not such an animal included in any of the support departments, and while even a mobile app to this forum has been proposed, that too is not in the immediate window.

 

Meanwhile, we have two darn good BBM Channels created related to these forums and the BTSC Knowledge Base.




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Forums Advisor III
drewread
Posts: 1,034
Registered: ‎02-07-2013
My Device: Z10
My Carrier: Rogers

Re: Why not a "Blackberry Technical Support" app?

I'm just interested to see how many people like the idea.. maybe if enough people like the idea Blackberry will take notice.

 

They really need a better system to allow people to get in touch with them, and this would be something would set them apart from their competition (in a good way, not the way that they currently are set apart as far as support goes.) :smileywink:

 

-: DrewRead :-
Can't find an app on Blackberry World yet? Tweet the developer and ask when they will #GetWithBB10 !!
"Like it" if you like it. :smileyhappy:
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JSanders
Posts: 82,528
Likes: 22,618
Solutions: 5,825
Registered: ‎04-01-2008
My Device: Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Why not a "Blackberry Technical Support" app?

Yea, I don't disagree. But there would be budgets, departments, etc., and which team under which it would fall all in the discussion. Still, a good idea.


But as you know also, direct customer technical support is not BlackBerry's business model (hence the carrier contact support which is highlighted on every occasion). And, why this is a 'user to user' support forum. Users can get in touch with support directly through twitter.

 

I guess I am just tossing some realism in the mix.




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Forums Advisor III
drewread
Posts: 1,034
Registered: ‎02-07-2013
My Device: Z10
My Carrier: Rogers

Re: Why not a "Blackberry Technical Support" app?

We all know that Twitter is the most useless Avenue of support. If you both don't follow each other you can't DM and BlackBerry simply asks you to call your carrier and get escalated. Same as here.

I am suggesting that the current model does not work for people that spent over $500 on a premium device. They expect support, directly from the manufacturer.. just like any other high tech or expensive thing you would purchase. :smileywink:

Budgets, departments,and personelle are not my concern right now.. this is the idea stage. :smileywink:

Something needs to be done, as the old support model doesn't work in the current environment just the same as the dated old OS and company mentality didn't work. An app like this would give users a more direct approach to BlackBerry support while still keeping them at a 'distance' like they do now. Best of both worlds. :smileywink:
-: DrewRead :-
Can't find an app on Blackberry World yet? Tweet the developer and ask when they will #GetWithBB10 !!
"Like it" if you like it. :smileyhappy:
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JSanders
Posts: 82,528
Likes: 22,618
Solutions: 5,825
Registered: ‎04-01-2008
My Device: Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Why not a "Blackberry Technical Support" app?

Yep.

 

Have fun.




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Elite II
BillJ
Posts: 8,454
Registered: ‎01-05-2009
My Device: BlackBerry Z30
My Carrier: Rogers

Re: Why not a "Blackberry Technical Support" app?

Such an app would see users bypassing the carriers completely for support, which would have the carriers up in arms. They make BIG money by supporting BlackBerry devices and they would not be happy with such an app. If they're no longer needed to support the phones, how long until they decide to not longer sell the phones. I'm surprised that BlackBerry can even get away with these forums.


Cheers. :smileyhappy:

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Forums Advisor III
drewread
Posts: 1,034
Registered: ‎02-07-2013
My Device: Z10
My Carrier: Rogers

Re: Why not a "Blackberry Technical Support" app?


BillJ wrote:
Such an app would see users bypassing the carriers completely for support, which would have the carriers up in arms. They make BIG money by supporting BlackBerry devices and they would not be happy with such an app. If they're no longer needed to support the phones, how long until they decide to not longer sell the phones. I'm surprised that BlackBerry can even get away with these forums.


Cheers. :smileyhappy:

Please explain how the carriers make money by supporting the BlackBerry phones. I am interested in hearing how this all works. :smileyhappy:

 

-: DrewRead :-
Can't find an app on Blackberry World yet? Tweet the developer and ask when they will #GetWithBB10 !!
"Like it" if you like it. :smileyhappy:
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Elite II
BillJ
Posts: 8,454
Registered: ‎01-05-2009
My Device: BlackBerry Z30
My Carrier: Rogers

Re: Why not a "Blackberry Technical Support" app?

Every time you call your carrier for support of your BlackBerry device, your carrier sends an invoice to BlackBerry for that call, as per their contract with BlackBerry. I'm not at liberty to divulge the amount invoiced but considering that some support calls last all of five minutes, it's a REALLY good business to be in.


I hope that answers your question. :smileyhappy:

- If my response has helped you, please click "Options" beside my post and mark it as solved. Clicking the "thumbs up" icon near the bottom of my response would also be appreciated.



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Forums Advisor III
drewread
Posts: 1,034
Registered: ‎02-07-2013
My Device: Z10
My Carrier: Rogers

Re: Why not a "Blackberry Technical Support" app?

[ Edited ]

My thought (especially in our Oligopily ridden cellular industry here in Canada) is that the carriers are earning more than enough money to keep them happy off the backs of us users. I'd rather have access to quick timely support than keep those carriers happy earning even more than they already do....

 

 

-: DrewRead :-
Can't find an app on Blackberry World yet? Tweet the developer and ask when they will #GetWithBB10 !!
"Like it" if you like it. :smileyhappy:
Please use plain text.