I've had similar issues with our 1st level support through Telstra. Hold times to get to a member of staff are far too long and on one occasion of going through all the options, I got dumped to an engaged tone.
Any dealings I've had with RIM have been via a conference call that Telstra have arranged and generally seem to be with staff in Singapore or Canada.
Recent experience this week showed "Christopher" in Singapore to be methodical but not able to resolve the issue. "Tuan" was very good on the other hand.
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