[idontknow]

Originally Posted by ashworth

I called support the other day, and the rep said that it is just the server team is getting killed since Microsoft has put out the send as fix every other call they are getting is about that issue.

The handheld queue I have not been on hold for a while.

That's my understanding too. Of course I'm sure that nobody listens to that new prompt advising of the issue and providing the KB article number, and just keep holding...

[BB1877]

I have noticed longer wait times lately. We only have Tx1 Support. Another funny thing that happened recently...I've been in the habit of sending e-mail questions at all hours.

With Tx1, you have support from 8am to 8pm...the other night I sent in a question at 10pm, not expecting or even needing the answer right away.

I get a nastygram back stating that with Tx1, I was not eligible for support that that time! What?!? SO QUEUE IT AND ANSWER IT IN THE MORNING! And, this had never been an issue before.

So the next morning I sent in the question again. Then I got two replies...from different techs...for both tickets.

When my survey arrived I ripped them good...they did queue the original ticket but didn't tell me, so I wasted time resubmitting.

I did get a call from a supervisor later agreeing with my position...

[blackberry1]

If you have T Support and a partner code, I have realised opening an online ticket is so much faster to get a response for

I have seen they respond to those emails really fast,while you are waiting for them on Hold.

In your ticket,provide you SRP and the SRP authentication key and ask them to reset it.Works faster..

And I think its 5 connect attempts to the relay in 1 minutes,if it happens too often,request RIM an investigation and they will be able to dig up the logs to give you more information to why the SRP keeps disconnecting.

[jibi]

Originally Posted by blackberry1

If you have T Support and a partner code, I have realised opening an online ticket is so much faster to get a response for

I have seen they respond to those emails really fast,while you are waiting for them on Hold.

In your ticket,provide you SRP and the SRP authentication key and ask them to reset it.Works faster..

And I think its 5 connect attempts to the relay in 1 minutes,if it happens too often,request RIM an investigation and they will be able to dig up the logs to give you more information to why the SRP keeps disconnecting.

keep reading on down. it was 5 times in 5 minutes, per RIM ...although they could only show me 3 times in those 5 minutes (reboots of the server). the 5-in-5 was an old restriction, per RIM, and for SOME reason it just happened to affect my SRP (no clue).

needless to say, i haven't had to call in to TSupport in some time. someone bumped this thread 2 weeks ago. the thread is 4 months old from when the problem happened to me.

[blackberry1]

I guess they said 5-5 since they could not show you the 5 disconnects.

They say its a 5-1 rule,these days.Anyways..

[DoomBringer]

I just wonder how IT people can justify the enormous expense that anything over Tx1 to whoever. Maybe you have bigger budgets but man...
Of course, Tx5 is great, you can talk to an Exec... man have their been times I wish I could have done that.

[jibi]

Originally Posted by DoomBringer

I just wonder how IT people can justify the enormous expense that anything over Tx1 to whoever. Maybe you have bigger budgets but man...
Of course, Tx5 is great, you can talk to an Exec... man have their been times I wish I could have done that.

the main difference between Tx1 and Tx2 is the 12-by-5 vs 24-by-7 coverage. after a few times afterhours (since our maintenance window is 10:00 and after), we decided it was justified to upgrade to Tx2. the main reason we have support with RIM is a CYOA line of thinking, especially due to the exposure to the service (executives, etc). however, the hold times are and have been utterly ridiculous, and i honestly hope RIM is doing something to fix the issue.

[DoomBringer]

Originally Posted by jibi

the main difference between Tx1 and Tx2 is the 12-by-5 vs 24-by-7 coverage. after a few times afterhours (since our maintenance window is 10:00 and after), we decided it was justified to upgrade to Tx2. the main reason we have support with RIM is a CYOA line of thinking, especially due to the exposure to the service (executives, etc). however, the hold times are and have been utterly ridiculous, and i honestly hope RIM is doing something to fix the issue.

Well, I'm going to be calling them to talk about some of the issues in the release notes, especially the ones that disappear for two or three service packs, but then re-appear later.

[dpeters11]

Originally Posted by DoomBringer

I just wonder how IT people can justify the enormous expense that anything over Tx1 to whoever. Maybe you have bigger budgets but man...
Of course, Tx5 is great, you can talk to an Exec... man have their been times I wish I could have done that.

The jump from Tx1 to Tx2 isn't that bad, basically $5 more per handheld and $125 per server. It's well worth the price to have 24x7 support, particularly since most maintenance and upgrades can't be done during the workday. Once you get past that though, I agree, the price jump is substantial. I pay about $3800 for T2, compared to $14,000 for T3. If you have a very large BB environment though, I can see why you might want to shell out the extra $50,000 for DART access.

[notes_pclp]

We are T5 and it is great..

We have 12 BES server on the notes side of the house, 5 or 6 on exchange and over 5000 users..

Nice to have a SAM that we can beat on if we need to..

[bbcruiser]

dpeters11, How many BES users do you have?

[elgauchogrub]

New record for hold time last night, 2 hours 52 minutes.. You can't buy support like that, ohh wait..

[DoomBringer]

Originally Posted by elgauchogrub

New record for hold time last night, 2 hours 52 minutes.. You can't buy support like that, ohh wait..

I'm emailing them, and it usually takes about a day turnaround each time. And I'm being shuttled between support techs. At this rate I'll have been escalated up to the exec level... for something I guess is low priority.
It is better today, but we're pretty much going in circles.

[jibi]

...62 mins and counting...

</resurrection>

[jeepinchad]

Well... you cant thank me if you get in.. I was on hold for 78 minutes and said screw it, and hung up and generated an email support ticket. Tx2

[BB1877]

I'll bet support times are going to be extended through about mid-April until this DST frenzy dies down.

[Frank Castle]

Since the DST / MS patches my hold times have been close to an hour. What's worse is lately all my calls have been worthless .. I keep getting put on hold while they obviously call a higher level.

If I didn't have this forum I wouldn't get half my issues resolved.


Tx2
BES 4.1 SP2
1800 users

[jibi]

87 mins and someone answered. I'm on-hold again while he reviews my notes. *sigh*

I have found that calling in at 2:00 AM helps out a lot, although you won't necessarily always get someone who knows more than you about the issue.

[jpfinne]

I was on hold yesterday for roughly an hour before I had to hang up to address a more important issue. Hold times are getting a little outrageous. Even e-mail response times have increased significantly.

[BB1877]

Originally Posted by jpfinne

Even e-mail response times have increased significantly.

Agreed...unless they can point to a quick knowledgebase doc it's taking a while to get logs looked at, etc.