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Does Verizon Wireless care more about sales or customer service?
psw21
Member

I have a new BlackBerry Q10 and have been back to the Vestal store twice for questions.  Perhaps I'm naïve to believe that they want to help me with a phone that is not "cool" to all the young people on staff. I went in with a simple question and was given the 800 number they call.  The young woman who helped me out had too many potential customers to call herself.  As a result, I came home and spent 45 minutes on the phone with Verizon Customer Service, Blackberry in India and finally Blackberry in Canada for a very simple fix. 

The question was why is my Q10 changing SMS texts to MMS for no reason.  The Verizon personnel don't know enough about the phone to help.  I don't know why BlackBerry doesn't drop them.  Well, actually, I do.  It's all about the money.

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Re: Does Verizon Wireless care more about sales or customer service?
AustinBB
Member

The best place to go for questions is definitely crackberry.com.   There are plenty of forum posts on the new operating system and how to correct problems.  After reading some negative articles regarding blackberry, you get the feeling that the sales representatives don't even want to sell the phone.  I would not ask verizon for help at this point.   Not sure if you got your specific problem fixed, but if you have a picture you are sending over text it automatically switches to MMS.  Also if you have more than 1 person you are texting (like a group) it also automatically switches.   

Re: Does Verizon Wireless care more about sales or customer service?
psw21
Member

Thanks for reviewing my post and your comments. Yes, I knew that multiple messages and pictures were sent in MMS mode. What I didn't realize was that the "chat" as it's called, has to be deleted in order to stop sending all messages to one of the recipients in MMS. Other people with the BlackBerry Q10 were also having this problem and had posted on Crackberry. There were no answers at that time. I posted one myself after I found out how to solve the problem. Compounding my problems is that I have Time Warner Roadrunner as my email. Every time I download a new suggested software update, I have to reset my pop server info. So I have Verizon as my provider, Time Warner as my email, and Blackberry to solve all the other problems. When I first got the phone, I called BlackBerry and they refused to talk to me, referring me to my provider (Verizon).

I also believe that a certain amount of "profiling" goes on in the Verizon stores. I'm a gray haired woman and don't fit the look of the young men usually working in the stores or the preferred customers that can talk music downloads and social media apps.

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Re: Does Verizon Wireless care more about sales or customer service?
jroeder
Sr. Member

That is not an issue with the carrier. Its an issue with the phone itself. That's unfortunate that you have a bleak outlook on VzW because the Blackberry is having issues. Like you said, other people were having the same problem with the same phone. And stores don't profile due to age. Most reps are younger because the generation are usually more tech savvy

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