[Sp!ke]

I was on hold for 5.5 hours today. Midway I briefly spoke to a so called tech who clearly knew zip. They asked me if I had restarted the policy service before running out of ideas and put me on hold again. I gave up waiting 3 hours later and went home.

Is everyone experiencing similar times or was I particularly unlucky today.

Sitting here hoping the BES doesnt keel over big time for a while as right now there is no real world support available.

[txag94]

I had to call last week for a handheld issue, and I held on the line for 2 hours and finally hung up!

[LunkHead]

Wirelessly posted (BlackBerry 8700g: Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.0) BlackBerry8100/4.2.0 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/100)

Wow I have always been connected in a matter of minutes...

[B4NFTR]

The last few days I have called T-Support to try and resolve my 'send-as' permissions problem for domain admin Blackberry users. I think they are manning the phones with anyone that has a pulse. The last few calls have been useless after 2+ hour wait times.

I have read through all the posts and tried about 10 different things. I have a few more things to try tonight after hours.

The most frustrating thing is that you must stop the BES router for 20 minutes in order to clear the AD User cache. BES is the only product I know of that has fixed time settings that cannot be 'forced'. Software policies cannot be forced, you must wait 4 hours. AD Cache cannot be purged.

I love BES and Blackberry, but sometimes I find their software design a bit rigid. Perhaps that is why it is pretty stable.

[flash24]

Originally Posted by LunkHead

Wirelessly posted (BlackBerry 8700g: Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.0) BlackBerry8100/4.2.0 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/100)

Wow I have always been connected in a matter of minutes...

Same here..

[berrymus prime]

I called yesterday and was on hold for 2 1/2 hours before I got some girl who barely knew anything about DST.

[Zro]

I've spoken to a couple managers at RIM (while on hold in one queue, I've found a good way to minimize my hold time in another queue so I can talk to a manager) and found that DST really is doing a number on the hold times.

Although a lot of larger companies wanted to be able to push applicaitons from the BES, very few other companies have ever did it. So they call in for help setting it up (the flash file on the web site doesn't work for them apparantly) so they call in. Hold times are long, so they want to ask anything and everything while on the phone with someone, so a 5 to 10 minute call about setting up a software configuration turns into an hour long call while everything else is checked and rechecked.

Then you have cases like a friend of mine (who will remain nameless) that call in and ***** at RIM for almost an hour swearing that the patch is not working on the handheld since the appts show up an hour late on the handheld, not wanting to accept that it is working since they can see the time change if set to March 11th, then eventually "humor" the rep and find out that they missed patching something else in their environment and that is causing it.

So yea, there are long hold times, but if we continue to ask more and more just because there are long hold times, when it has nothing to do with our issue, we're just adding to the problem....and if we'd RTFM, we probably wouldn't have to call as much either

Zro - Patiently waiting for 3 hours now to deal with a non DST issue that I can't figure out.

[kage13]

I called in on Sunday, waited for 2.5 hrs. chatted with a rep. for all of 30 secs. then got disconnected to boot. I shrugged it off and laughed even tho I really need to get with an experienced rep. b/c SP3 has all but broken my BES.

[jrebeiro]

Originally Posted by flash24

Same here..

You guys must have Tx4 support or higher. I get right to DART in seconds even with all the DST hub bub.

[B4NFTR]

Originally Posted by jrebeiro

You guys must have Tx4 support or higher. I get right to DART in seconds even with all the DST hub bub.

Tx2 here.

If we had Tx4, we would not be complaining because we'd have no wait time as calls are prioritized based upon your support level.

The higher the TxNumber the quicker your calls are answered. Also, it reflects the higher IT Budget you must have. Tx4 is 3 or 4 times more expensive than Tx2.

[Zro]

That's not necessarily true. Tx1 and Tx2 have the same priority...as do Tx0...Tx3 has priority queing. Tx4 & 5 are handled by DART exclusively. Dart does not take carrier calls. Tx0-3 are in the same queue as a carrier escalation (just that 3 get's priority).

But yea, it is a lot heftier of a price.

Zro

[Ekrimmer]

Just don't make the mistake (although I did it intentionally just to see if what I'd heard was true) and "Press 1 for DST issues"

You get some call center gal that does everything she can to send you to the website. After placating her that you really do know how to do this but have a specific question (I even said the RIM site was my homepage!) you end up in the same Tsupport queue you would've gotten to originally.

[edonin]

We're at the TX2 level. I called and spent 11 hours on Saturday trying to get through. With the exception of getting jerked around by doing the "Press 1 for DST issues", I never got a live voice the entire time.

I wound up sending an angry and desperate email to TSupport. However, I called TSupport again first thing Monday morning and got through in less than a minute. Comically, it was mid-week when I finally got a response to my Saturday-sent email.

I realize RIM got hammered with calls, but even a lowly TX2 contract costs over six grand annually and should provide better response turnaround, especially when you're desperate for help. Such a shameful response turnaround won't make it an easy sale to my upper-management when contract renewal time rolls around.

[DarthBBerry]

Just think, ya'll can't buy quality support like this. Oh wait....

[edonin]

Originally Posted by DarthBBerry

Just think, ya'll can't buy quality support like this. Oh wait....

You may not be able to buy it, but you can sure pay for it!