04-10-2012 12:05 PM
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.
04-10-2012 01:03 PM
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.
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 :
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.
04-10-2012 01:35 PM
04-10-2012 01:38 PM
05-01-2012 06:23 AM
05-02-2012 12:29 AM
I went to the Micrososft download site and manually installed the Microsoft C++ SP1 package (which is what the error message I had was telling me was missing--not sure if yours is exactly the same). Once I installed that update patch the Blackberry installer worked.
07-16-2012 10:04 AM
I have had a problem with my Desktop software and my playbook ever since the upgrade on the PB OS. I have upgrade and re-installed my desktop software but still, I cannot transfer dovuments, view media files or backup my playbook.
When i plug my playbook onto my computer, the BB software starts backingup automatically, but stops midway and restarts my playbook. When the PB startsup is complete, there is an error msg on desktop manager saying "unable to backup PB"
I cant view files on my PB, transfer documents or media files, I just see the message when i click media "this function is not authorised"
This is getting pretty frustrating for me, as i havent been able to backup my playbook for months.
I didnt have any issues before the upgrade on the desktop software.
Please help need urgently from anyone who has overvome this fit!
12-05-2012 10:50 AM
i have installed the Desktop Software v7.1.0 B35 (Multilanguage)
710_b035_multilanguage.exe publishe: 12/04/2012
succesfull install but when i try to open it a pop up apears
Blackberry software desktop is not responding
my Os is Windows 7 x64 bit