Frustrating Customer Service

November 7, 2011 By Leave a Comment

Frustrating Cellular Customer Service

In the course of a day I likely speak to a majority of the Cellular Communications Carriers several times each, and it still baffles me the frustrating things that I continually encounter.

 

My favourite of course is the SCHEDULED upgrade or maintenance in the middle of a business day that prevents them from being able to see or do anything on any account! Seriously – Who schedules an upgrade or maintenance at their busiest time the of day?

I can understand that systems go down and there is little you can do about it, but why schedule it that way – why not wait until less busy hours?

 

Or how about the representative that has no common sense at all? [Read more...]

Filed Under: Cellular Customer Service, Cellular Phones, Communications Management, Mobile Device, Smart Phones Tagged With: , , ,

Horror Story Of The Week: When Phones Don’t Work.

October 17, 2011 By 1 Comment

Simple Troubleshooting – For When Your Mobile Device Stops Working

Mobile devices have become an integral part of today’s business. Whether it is mobile phones for the fleet, or a variety of smartphones or mobile internet devices for sales people, they are indispensable tools for staff away from the office.

Imagine then, what would happen if suddenly a phone stopped working:

Sometime during your workday, one of your users was forced to return to the office from the field because their phone has stopped working. They are getting told all of their calls are going  to voicemail, and they are unable to place any outgoing calls from their phones. [Read more...]

Filed Under: Cellular Customer Service, Cellular Phones, Mobile Device, Mobile Device Management, Smart Phones Tagged With: , , , , , ,

Travel Pack Combos

September 28, 2011 By 1 Comment

What’s In Your Travel Pack Combo?

As the Cellular Carriers continue to tweak their mobile plan offerings, one thing they are selling a lot of  is the Travel Pack Combos for travellers going to the US from Canada.

These combos offer Voice and Texting, Voice and Data, or Voice, Texting and Data allowances, at reduced rates.

 

But are these offerings the best option? 

 

[Read more...]

Filed Under: Cellular Customer Service, Cellular Expense Management, Cellular Phones, Communications Management, Mobile Device, Mobile Device Management, Mobile Expense Management Tagged With: , , , , , ,

Horror Story of the Week: BlackBerry Enterprise Server Activation Problems

September 19, 2011 By 1 Comment

3 Simple BES Tips for a Smooth Activation

There are a great many benefits to using the BlackBerry Enterprise Server in your company, including helping to improve IT productivity, the ability to sync and manage your corporate email, and the advanced security that it offers.

 

If you are the IT designate managing the cellular device fleet for your company, you may have had to handle a BES email activation a time or two, and chances are they have gone smoothly.

 

But what happens if it doesn’t go so smoothly? Heaven forbid you find yourself in this situation:

[Read more...]

Filed Under: Blackberry Management, Cellular Customer Service, Cellular Phones, Mobile Device, Mobile Device Management, Smart Phones Tagged With: , , , , ,

Cellular Customer Service Tips

September 14, 2011 By Leave a Comment

I am sure that everyone has at one point in time experienced first hand a mobile customer service horror story when having to deal with their cellular carriers.

 

We know that dealing with Mobile Carriers is not always a positive experience! However – if you are prepared, know what to ask the Cellular Customer Service Representative and have a general idea of what to expect – it does not have to be all negative.

[Read more...]

Filed Under: Cellular Customer Service, Cellular Phones, Communications Management, Mobile Device, Mobile Device Management Tagged With: , , , , , ,

Horror Story of the Week: Replacing Broken Hardware

September 5, 2011 By 2 Comments

Replacing Broken Hardware – Imagine yourself in this situation:

Say you have just done a hardware upgrade for one of your employees. They have new hardware and are in a new contract. Normally this process is simple. You pass off the hardware, get their email switched over, if applicable and send them on their merry way.  But what happens if your simple process, ends up being not-so-simple?

Imagine yourself in this situation:

You have just passed off new hardware to an employee. After a quick set up, you send them on their way and you return to what you were doing and don’t think much about their phone again. That is until you get a call. The employee has a problem with their phone. [Read more...]

Filed Under: Mobile Device, Mobile Device Management Tagged With: , , , ,

Horror Story of the Week: Roaming Issues While Traveling Abroad

August 29, 2011 By 1 Comment

Roaming Mishaps While Traveling Abroad – What Now?

smartphone speed mobile management

In your company, there are likely several employees who have or will need to travel abroad for work-related reasons. In all likelihood, they will need to take their company cell phone in order to take calls, receive emails and continue on with regular business while they are gone. In terms of mobile device management, this is generally  an issue-free occurrence, but what do you do if this happens:

 

You have a user who is travelling abroad, and soon after they were scheduled to land,  you receive a frantic email from them. Their phone does not work.  They are not able to make or receive any calls from where they are, and they have to be on an important conference call shortly which they cannot miss. 

 

You give the carrier a call to see if everything seems good on their end, and the rep you speak with tells you [Read more...]

Filed Under: Cellular Customer Service, Cellular Phones, Mobile Device, Mobile Device Management, Smart Phones Tagged With: , , , , , , , , , ,

Horror Story of the week: What Happens When You Are Sent the Wrong Replacement Unit?

August 15, 2011 By 2 Comments

Hardware Replacement Mishap - Imagine yourself in this situation:

In terms of mobile device management for your business, have you ever had to send a defective phone away for replacement? Generally the process is simple and the replacement unit is on your desk within a week or so.

What happens though if that is not the case?  Imagine yourself in this situation:

 

[Read more...]

Filed Under: Blackberry Management, Cellular Customer Service, Mobile Device, Mobile Device Management, Smart Phones Tagged With: , , , , ,

What To Do If You Lose Your Mobile Device

August 12, 2011 By 2 Comments

Oh No – You’ve LOST your Cell phone / Smartphone/ Internet Stick – Now What?

 

If you have just lost, misplaced or have had your Blackberry, iPhone, Smartphone, Internet Stick (or any mobile device) stolen – the very first thing you should do is PANIC!

 

No Really – Just Kidding – Don’t Panic!

Seriously – the very first thing you should do is:

** Call your Carrier – Call your Carrier – Call your Carrier! **

[Read more...]

Filed Under: Cellular Customer Service, Cellular Phones, Mobile Device, Mobile Device Management, Smart Phones Tagged With: , , , , , ,

Activating a SmartPhone with NO Data Plan

August 10, 2011 By 1 Comment

Want a Smart Phone but do not want to subscribe to Data plan??

I was faced with a problem the other day with one of our clients – they wanted to get a Blackberry for a user – however – this user did not require a data plan. They wanted him to have a blackberry to keep all company hardware uniform for internal reasons –  however  - they were discouraged at the price of the hardware due to not having a data plan!

Example Rogers BB 9800 $99.99 on a 3 yr term with data – with no data plan the unit will be $424.99 on a 3 yr term  –  In order to oblige the client with desired pricing – and follow the system guidelines set out by the carrier –  we utilized the following solution!

[Read more...]

Filed Under: Blackberry Management, Cellular Expense Management, Mobile Device Management, Mobile Expense Management, Smart Phones Tagged With: , , , , , , , , ,
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