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Let me stop shaking my head for a second here. Reading through the archives it ... General Blackberry forum

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    Aroc's Avatar
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    Lightbulb PSA: How to get decent wireless data tech support

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    Let me stop shaking my head for a second here. Reading through the archives it sounds like some users might not know how to properly escalate support issues when dealing with PDA-like phones.

    1. Tech Support number - First ask your rep (especially if this is a corporate account, not a retail store) what the real number you should call is. Sometimes there is a slightly different number available that seems to give you (perhaps) slightly better routing and a better chance of being transferred to a tech with a clue.

    Money talks and B.S. walks. We corporate customer pay enough for these plans (we're small potatoes, but we pay between $2000-$3800/mo) so ask if better service is available. It doesn't hurt to ask.

    2. Don't waste your time with Tier 1 - The basic techs know the answers to questions consumers ask (how to check voicemail, change your ringer, send picture text messages, etc). They aren't going to know questions about BlackBerrys, Treos, and Windows Mobile devices. Especially the off-the-wall problems we get (since we've tried all of the easy stuff first - that's why we're calling support!). So don't waste time.

    The trick I learned back with my T-Mo coporate rep (back when the RIM 7230 was a new device) is to ask for "Wireless Data Support." This magic three-word statement so far has worked on T-Mo, Nextel and Cingular. I usually get immediately transferred to someone that either has a BlackBerry or is perhaps using a virtual BB simulator on their computer. Either way these guys are used to these devices.

    The beauty of this is if they can't easily get me an answer or a corrective action that works in about 8 minutes or less of basic troubleshooting, I'm either being transferred up to the next tier (within the carrier) or they're opening a free case with Research In Motion. The downside is sometimes this is a callback, rather than a straight transfer. the upside, is you're getting to talk to RIM for free without paying for yearly TSupport and without being a corporate customer on BES. Tip here? Get the case number!

    Remember the first three words out of your mouth should be "transfer me to "wireless data support." Do that right after you give them your mobile number to verify your account. Seriously, if they refuse, either ask for their manager (never be stupid and as for any - it should be obvious why that is a dumb reason) or just hang up and get a new rep. Don't waste your time. You got a BB to be more productive, not less.

    3. Asking for a manager - First things first. When speaking with a rep always ask for their name and any badge or unique employee number. Trust me, you'll get jerked around less. Also take decent notes, but don't record everything. You're only taking notes for two reasons. 1. you want to record any good tips they give you so don't have to call in about the same issue again and 2. you need brief, factual summary in case you need to escalate to a manager, a territory manager, or your corporate sales rep (who probably earns commissions on selling you devices and service, so he needs to keep you happy enough to stay - again money talks).

    Second, when the tech support rep has stonewalled you, told you to pound salt, or even worse been rude or disrepectful to you - by all means exercise your right to escalate the matter. Normally the rep should offer to transfer you to someone else better equiped to answer your question or at least, put you on hold while they "find" an answer for you. Company policies vary and you can't always be transferred to "specialists" at least not without some premium $$$ support contract. Which is fine. But any employee not willing to offer you a respectable comprise, should be willing to transfer you to someone who is given the latitude and is on the pay scale to do. Generally this means their immediate manager or their manager's manager (you get the idea). Go all the way up to a territory manager or a VP (Vice President) if need be. But realize this level of senior manager is almost aways 100% either a call back or a "leave a voicemail" deal. Sometimes they may take a week to get back to you. Don't worry. Generally the senior managers are insanely busy which is a good sign. They often have Jedi powers that are stong enough to accomplish anything. Plus they don't have time for BS, so the problem can sometimes be corrected immediately. So it's worth the wait.

    Also don't take the response that "my manager isn't in." Your response should be "OK, so who's taking their calls?" I guarantee someone with similar latitude is available. Get that name and direct dial. If they respond with "I don't have a manager" or "they're no manager on call now." don't accept that either. "hmm. Gee I just called tech support, I didn't realize I got the president, Mr Cingular." Trust me, there is always some executive authority on duty. I've worked at places that were open 24/7/365, if there wasn't a manager on site, there was always phone number with a name attached to it. That number is left for a reason. The name attached to that number is able to make decisions and has the executive power to do so. Even if that person has to be woken up in the middle of the night. They are on the pay scale to accept that responsibility. Corporations don't let inmates run the asylum.


    ** this PSA (public service announcement) is based on my own experiences working in IT and IT Support roles. IANAL (I Am Not A Lawyer). Nor have I worked in customer service, technical support for a vendor (I've always been an end user in IT/IS/MIS), nor have I been a manager with significant responsibilities or the pay scale to go with it. I just have experience with getting things done within reason and within context. My effectiveness dictates my yearly merit percentage raise which puts food on the table.

    If you're a company and you need premium support or features, stop being a cheapskate (you know who you are) and cough up the money for gold (or similar) level support.

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    hayden's Avatar
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    Re: PSA: How to get decent wireless data tech support

    Thanks for the head up.

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    frkhuda's Avatar
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    Re: PSA: How to get decent wireless data tech support

    Thanx!!

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    Re: PSA: How to get decent wireless data tech support

    Quote Originally Posted by Aroc
    2. Don't waste your time with Tier 1 - The basic techs know the answers to questions consumers ask (how to check voicemail, change your ringer, send picture text messages, etc). They aren't going to know questions about BlackBerrys, Treos, and Windows Mobile devices. Especially the off-the-wall problems we get (since we've tried all of the easy stuff first - that's why we're calling support!). So don't waste time.
    In my experience it really depends on the carrier. Level 1 techs with TMO (corporate support or non) were always pretty decent when it came to provisioning Blackberry data plans. A level 1 tech with Cingular is doing well to know that when I say Blackberry I don't mean the fruit... YMMV. It doesn't hurt to ask for data support right off the bat with any carrier.

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