My friend and fellow blogger Andy Abramson writes of his major hassles getting T-Mobile to switch him to someone at RIM that could help him with problems on his BlackBerry 7230.
Difficulties such as disappeared downloaded messages, buggy attachment reading capabilities, non-functional SMS.
Andy (that's him on the right) wanted to fix these issues because he's planning to get a BlackBerry Pearl and give the 7230 to his assistant.
But easier said than done.
According to the way Andy describes it, he had to go through multiple layers of T-Mobile tech support until he finally attained resolution. For a problem-solver like Andy, he expects performance that is far more concerned with performance, not procedures.
The resoluton wasn't rocket science. It wasn't computer or telecom science either. It was just a matter of eventually being routed to someone who could help.
Keyword, eventually.
"Of course, they didn't know where to have me look," Andy writes of his initial conversations. Time of call almost three hours. Time to cure problem, under a minute.
"T-Mobile, that's an embarrassment and worse speaks to how bad customer service is," he adds. "What's worse is when your customer knows to ask RIM for help, putting artificial barriers in the way only causes irritation and angst, none of which is needed.
"Bottom line if you are a BlackBerry user on T-Mobile ALWAYS ASK FOR A REAL RIM PERSON and avoid the loss of time," Andy strongly recommends. "Gee, isn't that why we buy a BlackBerry in the first place."
1. I switched back to my 8700 on T-Mobile after using another phone on a different paln.
My experience was exactly the opposite of Andys. I had to make three phone calls (3 different problems that were discovered as each separate problem was fixed). The total time I spent on hold was a maximum of two minutes. The total amount of time to fix all three problems, including hold time, less than ten minutes.
Probably the best customer service I have ever received from any cell phone company (SPrint, Cingular, T-Mobile). They are definitley one of the tops for customer service for anything I have ever had problems with. Problems fixed in a timely fashion and with minimal hold time.
Posted at 4:09PM on Oct 8th 2006 by Scott A