03-07-2013 01:56 AM
28 February 2013 I log an enquiry that I have problems transferring backup to my new phone. After a few reply’s from support my messages was just ignored until today, 7 days later I receive an email to say if I still have problems I must phone their international support call centers.
Client service response only after a week?? Hoping any one reading the message has better luck with this support site and really experience better service. If they contacted me the next day or within 48 hours you might still get the feeling they there to help but not a week.
The new phone I received in December 2012 was sent back due to keypad problems from day one and the new phone was replaced with a refurbished phone?? Great, you buy a faulty new phone and receive a refurbished phone back??
I have no words for a company knowing that their opposition out there is very big supplying this type of service. I don’t see the company making in in the long run with this type of back up service.
I’m still shocked and did not expect this from a global company. I have to take this complain to other sites as well that other customers can think twice doing business with BlackBerry.
03-07-2013 04:14 PM
We are so sorry that you are having so many difficulties. While many experience the same (a search here will reveal that fact), there are also many who have very positive experiences with their BB. Not every device is suitable for everyone -- which IMHO is why there are so many choices.
However, do you perhaps consider this site to be part of your formal support? For it is most certainly not...these forums are a user-to-user support channel, not a user-to/from-BlackBerry formal conduit. As such, it is dependent on the voluntary efforts of the kind folks who spend time here trying to help out other kind souls. Often, the recommendation is indeed to seek formal support...for formal support simply does not exist in this forum.
If it is formal support you require, then you must go through your contractually required channels for that...which never starts with BlackBerry themselves. Rather, it starts with your mobile service provider, your original place of purchase, or an authorized service center...it varies by region as well as specific issue, so I cannot tell you exactly what your formal support channel is. But, again, this site has nothing whatsoever to do with any of your formal support.
Your formal support channel has the ability (indeed, responsibility!) to escalate cases into BlackBerry that they cannot solve (at no fee to the end user). It is possible to bypass your carrier and seek assistance direct from BlackBerry, but such involves fees since you are bypassing your support contract. You can research "Incident Support" here:
If you desire to ask other kind volunteers for specific assistance about how to get the most use out of your BB, then this forum would indeed be the correct place for that.
03-08-2013 02:18 AM
The email replies I’m receiving from your support team really makes my day. Who could believe that companies could till, today, be so narrow minded.
Your message it’s also not much and also showing the users some where there is very big communications problems between your company and the user. Now where on the site, I was told to contact my service provider instead of the supplier of the product. If I was referred to my service provider from the start I could maybe understand. In the 4 email I received from you support branch no one told me get hold of you service provider. Or ( and this is the best part) support from Blackberry itself involves fees. Blackberry, the supplier of the product charges you for back up support???? If it is to keep the support volumes down and rather refer the customer to a local support I would at least clearly advise the clients this FROM THE START. Or did I miss the part somewhere on your site?
It’s very clear that the communication I’m receiving from this site (you) and the feedback I’m receiving from the email support team is very but very much different. Feels like I’m communicating with 2 different companies??
My question again. Where did I go wrong or miss something very big in trying to get support for my phone?
More and more I’m getting the idea that that I did not go wrong trying to get support (since there is no support) I went wrong in ordering 9 phones for the company. Thanks you for small miracles, in 2 months I have to re order new phones for the company and at this point it’s very clear that the IPhone will have be our new choice. Or will the other client on this site, that tries to help other users, due to lack of support advise me rather to try another brand?
Looking forward to all your advice.
03-08-2013 09:19 AM