I stopped reading the email response and quickly told my co-worker about it and let her read. The next paragraph confirmed my original thought that the policy change should, in fact, remove the application from the device rather than simply pushing it into a disappearing act. I was then asked for log files from the server for further examination and research by Patrick. This was coupled with a compliment stating that I appeared to be quite computer savvy, based on the email chain to this point, and left future means of communication, email or phone, up to me. I, of course, decided on email, as the daily grind tends to demand all of my time as it is.
Honestly, if I had a running list of the best support experiences I’ve had in the 9 years that I have been involved in the Information Technology industry in a professional capacity, this particular line of support already surpassed them all. As if I were talking with someone in person, I responded that my friends called me by my last name (which I stated in the email).
I also replied to the acknowledgment of my technical prowess (yes, I will harp on this, as it’s a very critical piece to this story, honestly) with the contribution of my role in leadership at BlackBerryForums.com, far and away the most popular forum-based resource in the BlackBerry community. As guarded as I am about my online personality when it comes to my real life, I didn’t so much as blink when sharing this information.
My email reply to the ticket was sent at 6:00 PM ET on a Friday night. Now, being the fairly understanding person that I am, I didn’t expect a reply to my email, which was requesting a URL to upload my log files, until the next Monday.
However, an hour later, I received a reply from Patrick from his corporate email account stating that he had already left for the weekend (hence the reply from his corporate account rather than the ticket system) but didn’t want to leave my question unanswered until the following Monday when he would be back in the office. He gave me the URL I had was seeking, as well as asking for permission to call me by my last name, since I had stated that only my friends called me by that name…
…did I happen to mention that I was so impressed by the quality of the support I received that I decided to write this article based on that experience and share it with the world on BlackBerryCool.com?
I made this decision LONG before a resolution had been made for my issue, one that is still pending, mind you. I emailed Steve, my famed BlackBerryCool colleague, and briefed him on the experience and my plans to publish the account on these pages. Rather than simply writing an article without permission, I asked Patrick for his thoughts on such an article. He gave me his blessing.
After a few more days of exchanging replies in the ticket system, a lot of research on Patrick’s behalf, and a good bit of troubleshooting, my issue, which appears to be specific to the Enterprise Messenger client only, has been escalated to the BES development team for verification and resolution, likely to be included in a future software update.
