[x14]

Just wondering what Tech Support Level everyone has.

We have Tx2.

Last year we paid about 12K for it. I don't know about you guys but I can't depend on support for any critical issues because their wait time is too long and their level 1 support does not seem very knowledgeable. In my opinion I think (I know) some of us have more BES experience than level 1 support staff. I think it's BS for me to pay a 10K fee in order to get Tx3.

This is probably why we spend so much time testing upgrades and service packs.

[DarthBBerry]

Tx2 here. Now if I calculate the amount of time I've spent on hold or having to explain the problem in plain, simple terms.. I guess I could've afforded Tx3.
Go figure...

[elgauchogrub]

Tx2 here as well, and the feelings are mutual, when I call at noon on a weekday and sit on hold for 2 1/2 hours before talking to a tech I can't help but think "What if we were hard down right now"?

[jibi]

Tx2. Our renewal contract will end up being quite expensive this year, compared to previous years. While helping smaller shops, they really screwed large deployments with their restructuring of TSupport fees. It's absolutely ridiculous. I'm not sure if you caught my latest article on BBCool, but it pretty much went over this very subject, in terms of a comparison with Microsoft's offering.

...honestly, RIM is hurting themselves really bad, in my opinion, with their continued price gouging for support services.

According to someone on the hold times thread, Tx3 customers are even experiencing outrageous hold times. If that's what you get for $100K+ fees for priority queue placement, then wow... simply, wow.

[ladydi]

We currently have Tx2, but I don't think I will be renewing it this year. I actually sent in a complaint to the Better Business Bureau. The hold times are ridiculous and I can usually find the answer faster either on the internet or by playing with my test system.

If Microsoft could provide a more stable, customizable mobile OS and better security, we would switch.