[bbmraider]

I called T-mobile to get an upgrade after my Blackberry 8900 got fried...and had to look for upgrade options. Before I made a call to T-Mobile, I looked on blackberry.com to look at various specs on the 9300 and 9700. I did notice that the 9300 had 2 MP, no autofocus, and no flash.

I made the call, and told them that my 8900 was fried and wanted to get something similar to this since it had discontinued sales at T-Mobile, and the sales rep told me that the 9300 had 3.2MP, autofocus, and flash...I told her that according to the website - that wasn't advertised. She said different carriers have different specs for a particular model. When I recieved the phone - it was 2MP. SO - the point of the story, T-Mobile reps haven't seen the actual model so they follow by what is in error in their system.

I called back to tell them of this error....they actually told me that there were flash...I had to explain to them for about 15 minutes that I was a owner of 8900 and I knew where flash would be. They didn't believe me. I had to call about 5 times until one of the reps finally took the time to listen to me, and actually took the initiative to look at Smartphones, Cell Phones & Smart Phones at BlackBerry.com and agreed with me that T-mobile's system was in error and would flag it.

Needless to say - I got a 9700 for MUCH lower price than what I paid for the 9300 after this ordeal.

Ridiculous.

[Dubdub]

Some CSRs aren't the smartest around but you must remember that at Level 1, they are trained to read the script and work the script. Glad you got someone to listen though.

[aiharkness]

No first hand knowledge but from experience I have assumed what Dubdub says is the case. The CSRs either only know what is printed in front of them or they have to stick to the script no matter what.

Do your reaearch and trust your research. After a few months with a blackberry you will know more than the customer service rep who answers the phone or a salesman at a store.
Posted via BlackBerryForums.com Mobile