02-19-2013 04:12 PM
02-19-2013 06:35 PM - edited 02-19-2013 06:35 PM
Hi and Welcome to the Community!
The reason it's so difficult to get support directly from BlackBerry is because it is contractually forbidden. ALL end user support stars with the mobile service provider, an authorized service center, or the original place of purchase (depending on the actual issue as well as your region in the world). BlackBerry contractually cannot provide any front line support for anything...and all parties (including the end user) are bound by that contractual arrangement.
So, check your original documentation and see what your support terms and methods are. Such should have been provided to you when you purchased your device as well as when you subscribed for your services. If the issue is device related, the support channel is normally the original place of purchase or an authorized service center. If the issue is service related, the support channel is normally the mobile service provider.
But, again, the end user has no free direct channel for any support direct from BlackBerry for anything whatsoever. That's why it is so hard for you to obtain what you desire...because it does not exist. Rather, your front line support entity has the ability to escalate your case into BlackBerry if that is necessary...but your front line support entity is responsible for all of your front line support.
02-19-2013 06:41 PM
02-19-2013 06:46 PM