BlackBerry® Z10

[Monksey]

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!!? 

[John_Clark]

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.

[greenback]

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

[scottdeagan]

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?

[John_Clark]

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.

[zaba76]

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!

[Xandrex]

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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.

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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.

[gmsm]

I recommend you all to follow @blackberryhelp in twitter.

[zaba76]

Guess I'll have to figure out twitter then. Lol.

[DVader]

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.