Although this doesn’t conclude with a resolution to my reported issue, I now have the patience to wait for the possible fix without the necessity to complain. This has nothing to do with Research In Motion’s previous track record of resolving issues that I’ve reported, but rather the professionalism demonstrated by Patrick.
I will close with an anecdote from Patrick concerning his principles and beliefs on customer support:
We’ve all had to call support before, and in my experience it’s mostly been someone reading from a script, trying to pass the buck, and/or treating me like another addition to the financial statement, and I do not want to have anyone I support feel that way. I’ve been on that end, and would love to not be on that end again, so why would I subject someone else to what I don’t want?
That all being said, I have also had experiences that would have been good with anyone, but the customer I was working with made the experience a great one. I want to have those experiences as much as possible, and the only way to do it is to treat them like a person and build some sort of rapport with them.
It’s much easier to communicate with a friend than a faceless person on the other end of a phone (or a computer as was this case), and I share these same principles as Patrick. In a day and age when our technical support jobs are being migrated to India or Sri Lanka to nameless technicians and overall quality and communication has plummeted to all-time lows, I happened upon this rather unique example of a positive support experience, where the importance of quality support and proper resolution outweighed the financial-friendly “quick fix” syndrome found all too often.
For this rather unique and personable approach, I want to thank Research In Motion and Patrick for a job well done.
