[hayden]

I am one of the very first BlackBerry users - I've been one since 1997 when it was first introduced at the annual JavaOne Conference in San Francisco. Since then I went through more BlackBerries probably than even JetBlue founder David Neeleman.

With all the love and around-the-clock use, comes basic maintenance as well, I guess. Recently, the trackball in my Pearl jammed. We called AT&T support, they rushed me a replacement unit, overnight. (After all my monthly BlackBerry charges as a world traveler/CEO run up to $1,500 each and every month.)
So far so good. The packing slip has an order number for the new device they shipped; Your Order#: ORLM-0-15977338.

[Read more] Post your take below...

[RogerG]

do not buy your BlackBerry from AT&T until they train and give some basic technical competency to their store staff.

That's pretty sound advice. Don't we all just love going into a store knowing more about the products we wish to purchase than the so-called expert sales people?

I worked retail for many years and while very knowledgable about the products I sold, there were always times when I didn't know the answer to a particular question. The difference here is that I didn't try to snowball the customer and make them think I did know the answer. I simply informed them that I didn't know and would have to find out and get back to them as soon as I could.

I'm happy to say that the AT&T store where I purchased my new Curve had that type of representation from its sales staff. The gentleman working with me was obviously new and while he did have a great deal of knowledge, there were things he could not help me with. The store manager could, however and all of my questions and concerns were handled to my satisfaction.

The trackball issue mentioned in the article is a joke. There is no such need for a functioning trackball to transfer data from one device to another. I watched the sales manager at my store transfer EVERYTHING from my 8700c to my new Curve without doing anything more than plugging in a USB cable.

[j llama]

Should have asked for help here on PinStack first

[NightFire]

~via BB (wap.pinstack.com)~
It does help to know your device. Somehow, even with verifying my personal information, when I approached at&t to upgrade my phone, they managed to upgrade the wrong account. I did not figure this out until after I returned home and noticed the phone number in my new BlackBerry was off by one digit. When I returned the next day, the clerk seem stunned that I had the device working with my old SIM card. Imagine my frustration at having to return the device because they assigned it to the wrong customer. He further compounded my annoyance by being 'helpful' enough to delete all my languages with the exception of English from my replacement. I didn't ask him to set up my BlackBerry. I just wanted the upgrade assigned to the proper account for heaven's sake! Sorry, I didn't mean to turn this into a rant. This article triggered it.

[RogerG]

Probably not the appropriate thread for this, but I'd be anxious to hear from any of the AT&T employee Stackers as to how they go about training their reps.

From what I've previously read from those posters, I thought it was a pretty comprehensive training program. At least it seems that all the reps on this board are very knowledgable.

[Lavagirl]

Yep I just give them the link to PinStack. No matter what carrier csr it is

~via Lavaberry (wap.pinstack.com)~

[N8DBB]

I guess I am kinda shocked that since he has been an avid BlackBerry user since 1997, that he didn't know how to do all of this himself.

It's not rocket science, ESPECIALLY for someone who states "Since then I went through more BlackBerries probably than even JetBlue founder David Neeleman."

Also, he had to take his laptop BACK to the store to install Desktop Manager? Hmkay...So what was he using BEFORE to sync his device? BES? Okay, run an Enterprise Activation. And what kind of "files" is he trying to transfer? I would LMAO if I came to find out they were the "files" that were residing on his MicroSD card.

Not to excuse the fact that store employees should have a basic knowledge of devices, however, most stores deal with so many different devices that they cannot have an expert on hand for each and every device that they carry.

Email I am sending to engin@sys-con.com:
1. Remove the battery from your old device.
2. Remove SIM Card and MicroSD Card from old device.
3. Insert SIM Card and MicroSD Card into new device.
4. Insert Battery in new device.
5. While booting, go to www.att.blackberry.com and log in.
6. When booted up, go to Options-Status...Get the PIN and IMEI number from your new BlackBerry.
7. On www.att.blackberry.com, go to "Change Device".
8. Enter new PIN and IMEI and choose Save.
9. Click Okay.
10. Resend Service Books.
11. Hookup old BlackBerry to Desktop Manager (which I have no idea why it wasn't installed in the first place).
12. Go to Backup/Restore.
13. Go to Advanced.
14. Do a selective backup of the things you need (DON'T INCLUDE SERVICE BOOKS!)
15. Disconnect old BlackBerry and connect new BlackBerry.
16. Click on Restore.
17. Restore the backup you just did.
18. Disconnect BlackBerry.
19. Done.

Takes less than 20 minutes TOPS.

Engin, you can paypal me $50.00 for this advice, just use the email address which I sent this email from.

Maybe I am being kind of sarcastic and a smart@ss here, but for anyone who "claims" they are such an avid BlackBerry AND that "reports on technology subjects from around the world" to not know these simple steps, and then get frustrated because someone else, it's just not flying with me.

[GaryF]

I had similar thoughts.....after 11 years of BB use he...

1. Does not know what model his device is (or that is one funny looking pearl)
2. Does not know how to use the switch device application.
3. Does not have Desktop Manager installed on his laptop
4. Does not realize you need to format a media card with your device

[penpower]

I was going to say the same thing as N8DBB had said. Before that person opened his mouth and bad mouthed others lacking of some special skills, he should also be shame of himself not being able to do some simple work that a long time BB user should know. Or maybe he never updated or sync his BB. Once something happened, he just switch to a "new" one.

On the other hand, he mentioned about he spends 1500 bucks every month for his BB alone (according to his own words). That's shocking if that's true. So please Mr. CEO, get yourself an international BB unlimited plan from ATT and use to money you saved to hire someone to do the backup/sync/update work for you.

Just like my friend said the other day: you might not be the smartest person in the world, but you are definately not the dumbest one for sure.

Hayden, thanks for the good laugh!

[sanzen71]

Originally Posted by RoGro

do not buy your BlackBerry from AT&T until they train and give some basic technical competency to their store staff.

I worked retail for many years and while very knowledgable about the products I sold, there were always times when I didn't know the answer to a particular question. The difference here is that I didn't try to snowball the customer and make them think I did know the answer. I simply informed them that I didn't know and would have to find out and get back to them as soon as I could.

The trackball issue mentioned in the article is a joke. There is no such need for a functioning trackball to transfer data from one device to another. I watched the sales manager at my store transfer EVERYTHING from my 8700c to my new Curve without doing anything more than plugging in a USB cable.

To be honest, they way I was trained was not hands on or by a RIM Rep. No sir! I had to login into a computer and read and read and read about a device. And at the very end take a quiz to test my knowledge of the device. I think this method is total B.S. for ATT. We used to have Reps from every Manufacturer come in and do hands on training and answer any questions needed. Those went away quicker than a prom dress on prom night! I have gone to other store and shopped around like a customer and some of these CSR do not know their phones. They simple regurgitate info that you yourself can probably read on the product talkers or can look up online. Best advice I can say is ask the rep if he/she has a blackberry, if not then you might as well find someone who has the knowledge to inform you of what you truly need to know.

As far as the trackball thing, Im not to sure if they were just being lazy at the store or truly couldn't do the transfer. I know ATT has taken away some of the data xfer machines from some locations. Mine being one of them. But yes, we used to be able to just plug them in and viola! Done! Sounds like they just made and excuse just to wipe there hands clean of the whole situation.

[CrunchDude]

I gotta stand up for AT&T here. I've done numerous warranty exchanges, even to the point, where they sent me FULL KIT ones, so brand new in-box! It's about how you approach it! I've been an AT&T customer, before it was called Cingular...so about nine years!

[ssnxp]

I think we're all missing the big point here..

That wasn't a Pearl.

[jblackfish]

Originally Posted by ssnxp

I think we're all missing the big point here..

That wasn't a Pearl.

...to say the least - that it wasn't a Pearl was the2nd thing I noticed. The 1st was that he didn't know how to do anything! How can a person be a BB user for that long and not know any of the most basic functions? Do people like that REALLY exist?

[melissaox]

Wow. He's trying to talk about how bad att is and its all lost in how bad he is.

You want to just take the bb away from him. ~via BB (wap.pinstack.com)~

[brooke03]

Yeah i was scrolling all the way through the thread wondering why no one noticed it wasn't a Pearl haha

Interesting story though.. I hate AT&T for many reasons.