Blackberry Expertise

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brianh
Posts: 25
Joined: Fri Sep 09, 2011 9:11 pm
Location: SW Sydney

Blackberry Expertise

Post by brianh » Fri Sep 09, 2011 10:51 pm

I am very pleased that Exetel has started to offer Blackberry (BB) Plans - however, there appears to be a lack of the specialist expertise needed to provide the level of support needed for this unique and sometimes quirky technology.

I have found that all the major telcos also suffer from this (I have had a fair few years experiencing BB service provided by all three major telcos), so Exetel would not be alone in this respect, and the major telcos have had to set up specialist departments to ensure that BB issues can be addressed.

With my recent activation, no information was provided regarding the access to a web interface for the Blackberry Internet Service (BIS) - which is required for setting up of email, changing existing email settings and sending service books, both for initial set up and for ongoing management by the account holder. This is required in addition to the APN settings.

No person I spoke to seemed to be aware of what I was talking about with regard to the BIS web interface, or the need for me to access it - assistance seemed to centre around the APN settings, which while important, are not the answer I needed. Set up of my email capability is currently being looked into, as obviously Exetel needs to talk to Optus in order to get this sorted out.

I suggest that Exetel needs to update the advertised Plan information for BB plans, to include the necessary steps for email set up and BIS web access. It would also be of benefit to ensure that customers are aware upfront that Optus 3G BB's operate on a different set of frequencies to Telstra "Next G"" BB's (850MHz) and are actually a different model of BB phone, so porting from a Telstra BB plan may not be a great idea if you are after 3G speeds (and who isn't? :-) )

I would also hope that there will be a "centre" of BB knowledge, whether available to all support personnel via central database, or by setting up a specific group to address BB issues directly (probably more effective, especially as the customer base for BB grows and personnel need to be familiar with the BB terminology).

To date I am very pleased with the overall level of service I have received from Exetel so far and it would be good to see them develop the BB service to the point where they are showing the competition how it can, and should, be done.

Regards,
Brian

brianh
Posts: 25
Joined: Fri Sep 09, 2011 9:11 pm
Location: SW Sydney

Re: Blackberry Expertise

Post by brianh » Tue Sep 13, 2011 10:17 pm

My level of satisfaction has nose-dived dramatically. I refer to the below post.

viewtopic.php?f=59&t=38609&p=295229#p295229

Clearly there are steps that Exetel need to take - urgently - if they want to provide these sorts of services with credibility.

KavindaS
Forum Admin
Posts: 2513
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Blackberry Expertise

Post by KavindaS » Tue Sep 13, 2011 10:30 pm

brianh wrote:My level of satisfaction has nose-dived dramatically. I refer to the below post.

viewtopic.php?f=59&t=38609&p=295229#p295229

Clearly there are steps that Exetel need to take - urgently - if they want to provide these sorts of services with credibility.
I have updated the above thread.

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