michaelthorson wrote:
And, for your edification, since you seem to be so hung up on this point... yes, I did contact my carrier about this problem. They uncategorically denied they are responsible for providing support for the Desktop Software. They referred me to RIM. Which brought me to this forum.
It is unfortunate that whoever you spoke with at your carrier was not well informed (it also is not the first, nor I am sure the last, time that this has happened!). You see, the statement is almost completely correct...being referred to RIM is indeed the proper course of action. However, this forum is not the proper method by which to carry out that escalation. Only via escalation from a carrier can an end user receive any free formal support from RIM for anything. There is no other channel through which an end user can seek, for free, any formal support from RIM. The carriers, by signing up to sell and support BB's, also sign up to being that first line support channel to their end users...and they then have the responsibility to escalate cases into RIM that they cannot deal with.
While RIM does admit to monitoring these forums for general trends and issues, it is decidedly not a channel for any specific and formal support to an end user. If your goal is to communicate such general information, then posting here is indeed appropriate. However, if your goal is to seek formal support for your specific issue, then the formal channel (escalation from your carrier) is the only method by which to obtain that. Sadly, we are at the mercy of the individual agents that we may reach when we contact our carriers...escalating to their Manager, communicating to them that you need escalation into RIM from them, and otherwise not letting them fob you off is sadly necessary all too often.
Good luck!
 button inside of their post. Please note that I am NOT a BlackBerry employee...these forums are a user-to-user community, not a formal support channel. Please treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. | |||
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michaelthorson wrote:
My point was made in the hopes that perhaps someone from BlackBerry monitors these forums and would then understand the frustration their customers have with the lack of support for the products they create.
Hello michaelthorson,
I cannot praise enough people who act in order to enhance a given situation. Thank you for that, you and I do have the same attitude. Unfortunately, I know for a fact that the RIM employees that read the forum do not really monitor the "hottest issues" raised by angry users here.
The only true way that RIM uses to quantify how much annoying and spread a nuisance is, is through the carrier issues. so if you want to make your voice heard by RIM, you have two choices :
- contact the carrier, and insist (demand...) that they escalate to RIM (and put you through to RIM Level 2 support at no charge for you)
- contact RIM through their Twitter accounts (especially @blackberryhelp ).
michaelthorson wrote:
Either way, the feedback I see here routinely describes it as poor. Even if it is meant to be the phone carrier's primary responsibility, this is still a problem for BlackBerry, as many customers perceive them to be responsible for supporting their phones.
I agree with you : it harms BlackBerry sales and perception of the user, to have a sub-level support from the entity (carrier+RIM).
But on the other hand, of course the feedback on this forum is negative. This is by construction. I have never seen a user come here and create an account on a webforum just to say "hey, I'm not having any issues, I love RIM and BlackBerry rocks". People only come here to find solutions to their issues.
The search box on top-right of this page is your true friend, and the public Knowledge Base too:
