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You are here: Home › Blog

New survey on support from RIM frightened me today


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I received a request to fill out a survey from RIM on support.  I imagined it to be a check on how well they are doing in responding to our needs, tickets, issues and more.  Instead, I got a small chill when the crux of the questions hit me.

The questions were driven heavily to make you decide which was more important from a list of options.  Then each option was compared one against one in further questions.  These included:

  • faster response time
  • core hour or 24x7 phone support
  • software updates included
  • phone support at all
The list went on.  After running through the multiple pages, it appears as if they are looking into reducing costs and restructuring offerings included in T support levels.  You might pay for enhanced services or better offerings.  Maybe self service will become a forefront.  Either way, look carefully for this survey.