05-20-2013 12:26 PM
My company has been developing BlackBerry apps now for a few months, and we've realized that compared to the support you get for Android, iPhone, and Windows Mobile, BlackBerry support is seriously lacking.
When we've run into an issue, after exhausting all other avenues, like google, support forums, etc, we would find there is no way to get any help from BlackBerry directly unless it has to do with request a key.
We would send an email to firstname.lastname@example.org, call 877-255-2377, submit a request on the certificate support page, but we would get no response to the emails and support form, and the toll-free number rep would tell us that there is no phone support for blackberry app development.
I created another thread on a critical issue we are dealing with at http://supportforums.blackberry.com/t5/Built-For-B
We are working with a very large vehicle manufacturer and they are asking us to get this resolved.
Does anyone know of any way to communicate with anyone in BlackBerry regarding dev issues?
05-22-2013 04:00 PM - edited 05-23-2013 12:53 AM
As I mentioned in my reply to you previous post, this forum is for discussion on the Built for BlackBerry certification program. Posting in the "BlackBerry World Development" forum regarding these problems uploading .cod and .bar files will probably get you a better response. Also, how did you transfer the files to your customer? Is it possible that they were damaged/corrupted, for example by and antivirus program? If you generate md5 sums for both sets of files, do they match?
I have found BlackBerry to be extremely supportive and helpful with my BB10 development. There is an entire Developer Relations team whose job it is to make sure BlackBerry developers are successful. The first and best place to get support is in these forums (try to make sure you post your topic in the most relevant forum). You can also tweet @BlackBerryDev and they are usually very responsive to developer's requests. You can also try to directly message BlackBerry staff in the forums (they are the users with Red names). You could also try sending email to email@example.com, and they might be able to get you in touch with the right support people. Finally, as a last resort you can try to email some of the Developer Relations team directly. Alec Saunders is the VP of Developer Relations, and his email address is publicly available a few places. He is also very active on Twitter (@asaunders). If you really do believe that support needs to improve, then he is the man to get that feedback to. I would definitely pursue a couple of the other options first though before involving him.
EDIT: I forgot to mention that you can contact BlackBerry World Vendor support here:
For this type of issue, that should probably be your first step.
I hope that helps.
05-28-2013 11:10 AM
I went ahead and checked the md5 sums and they were correct. Then I found the command line tool that checks the .bar file's sig, and it failed. So that was a big revelation. I recompiled the app, reran the command line tool against the newly compiled .bar file and this time it worked, to my shock. I didn't change anything in my environment, so perhaps there was a glitch in my previous compile somehow. I passed the files along to our client and they successfully updated it to BB.
I'll make a note of all of the methods you described to get help, and I appreciate your time.