And not just awful. It’s fucking horrific. I managed to break my berry a couple of 
days ago, and ever since I’ve spent all my time trying to get hold of SBE Replacement and Repair, who RIM pay to fix their phones for them.
I got the number off an O2 representative, whom I got hold of in a matter of seconds, but oh no, not SBE. First off, they have the most odd answering machine message – “Welcome to O2 Blackberry repair. Your call has been placed in a queue. Alternatively, you can email sbe-ltd.co.uk with your details…” etc – wait, I can email URLs now?
So anyways, I called them on Sunday and unsurprisingly they were closed, office hours of 0800-1700 mon/fri. Monday morning I’m up nice and early, and at 0759 I type the number in… hit it at 0800. Lines not open. Do the same thing ten seconds later, and I’m in queue, for half an hour. Then that evening, I get home at 1600, and dial straight away. I was on hold for an hour, before they simply hung up on me at 1700.
After all this frustration, I went into the O2 store we have nearby, and asked them if they’d send it back since I was having so much trouble with the phone service. Within 20 days she says, but it’s better than never – while I was there I asked what RIM R&R was like for her and she said it was awful. They can never get hold of them, they have almost zero contact and getting phones replaced is a pain. Hence the 20 days thing, my brothers Samsung phone was repaired within 4 days.
Now, RIM, I love your Blackberry Curve. It’s great, the best phone I’ve ever used. It does everything I need/want, but hell, your customer support is AWFUL. You really need to sort it.
Anyone else with similar stories?
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