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BlackBerry® Z10

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New Contributor
Monksey
Posts: 2
Registered: ‎02-01-2013
My Device: Z10
My Carrier: Ee

Poor support

The support on this forum and generally for all the bugs in the new z10 is abysmal. 

It is beyond me why some of us have bothered to post on here as not many people deems to get a reply from a blackberry tech rep to even say they acknowledge the question. 

 

Also how you can create a smart phone that can't search or view imap emails past 30 day is amazing!!? 

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Guru I
John_Clark
Posts: 14,617
Registered: ‎04-01-2008
My Device: BlackBerry Z30, Z10 and Q10 w/OS 10.2.1.3247; PlayBook w/OS 2.1.0.1917
My Carrier: at&t

Re: Poor support

This isn't an official support channel. You need to go through your carrier for official RIM support.

That said, I can't find any remote search for anything over 30 days either.
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Developer
greenback
Posts: 492
Registered: ‎10-17-2010
My Device: BlackBerry Z10, DAC

Re: Poor support

Actually, if you have a Z10, why not enable BBM Screen Sharing and allow someone to troubleshoot  your issue in real time?

 

 

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Contributor
scottdeagan
Posts: 43
Registered: ‎05-07-2012
My Device: Z10 • Z30 • PlayBook
My Carrier: 3 Network UK

Re: Poor support

I agree with Monksey. I have been ridiculed and told the Z10 isn't the phone for me for reporting an issue here. Great stuff.

 

John_Clark: what if you have a SIM free handset that's not officially supported by your carrier? What is the official channel to report issues then?

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Guru I
John_Clark
Posts: 14,617
Registered: ‎04-01-2008
My Device: BlackBerry Z30, Z10 and Q10 w/OS 10.2.1.3247; PlayBook w/OS 2.1.0.1917
My Carrier: at&t

Re: Poor support

Excellent question. For years there has been little support for users who do that. Unlocked handsets just aren't supported. You have to purchase a device from an authorized retailer in order to get official support. That's how it's always been. I'm not saying that's a good support model, I've never liked it myself, but that's how it's been done. I've heard nothing to make me think the Z10 will be any different.
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Trusted Contributor
zaba76
Posts: 188
Registered: ‎02-01-2013
My Device: Z10, PlayBook 64 OS2.1
My Carrier: O2 UK

Re: Poor support

This always bugs me... The best way for companies to improve products is by actively seeking bug reports and acknowledging them and then producing fixes down the line. Developers have this option in application world - we can provide them with feedback. I do, and most of them get back to me. A support option to report bugs in the settings menu of the z10 would have been one of the best things blackberry could have done to show it's NEW (and old) customers that it cares and is really determined to be the best it can be!
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PS. The BlackBerry Z10 & PlayBook rock with the QED uPlay!
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Guru I
Xandrex
Posts: 18,377
Registered: ‎07-29-2008
My Device: Z10 10.1.0.2312 / Playbook 2.1 / 8900 5.0
My Carrier: Vodafone France (SFR) & B&You

Re: Poor support


zaba76 wrote:
This always bugs me... The best way for companies to improve products is by actively seeking bug reports and acknowledging them and then producing fixes down the line.

I shall do like John_Clark, by stating you how things work when you want to do that. I do feel it is not the most efficient way to get feedback.

 

For BlackBerry devices, if you want to do a bug report:

  • if you have a carrier subscription, you have to go through your carrier helpdesk (free of charge for you). They are able/supposed to escalate to BlackBerry helpdesk (still free of charge for you).
  • if you do not have a carrier subscription, you can contact BlackBerry incident-based support (you have to pay for that), here: http://us.blackberry.com/support/programs/technical/incident.html

 

Whatever the means, those reports are taken into account in stats and other decision maker tools and when it reaches a threshold, BlackBerry decide to fix the bug / code the enhancement.




The search box on top-right of this page is your true friend, and the public Knowledge Base too:
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Developer
gmsm
Posts: 69
Registered: ‎10-07-2010
My Device: Pearl 9105 - Playbook 16Gb
My Carrier: Tigo

Re: Poor support

I recommend you all to follow @blackberryhelp in twitter.
Pearl 9105 6.0 Bundle 2950
Playbook 2.1.0.1032
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Trusted Contributor
zaba76
Posts: 188
Registered: ‎02-01-2013
My Device: Z10, PlayBook 64 OS2.1
My Carrier: O2 UK

Re: Poor support

Guess I'll have to figure out twitter then. Lol.
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'LIKE' me if it makes sense...

PS. The BlackBerry Z10 & PlayBook rock with the QED uPlay!
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Regular Contributor
DVader
Posts: 87
Registered: ‎03-09-2011
My Device: BlackBerry Z10 & PlayBook
My Carrier: AT&T

Re: Poor support

Try your carrier first, if you are unlocked you are more on your own, but that is not unique to BlackBerry, I don't know of any phone MFR that supports unlocked phones.
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