Customer service is tough to get right. Most of us don’t do nearly as good a job as we might, either. Be honest, you know it’s true.
RIM is a company we should all stand in awe of. If you’ve been reading this blog for any length of time, you will recall that last January my berry died on the road, and RIM support air-shipped me a new one. That was awesome, but this is even better.
We’ve been working on some advanced applications for the Blackberry, built around the iotum Relevance Engine. Today we had two important meetings where we wanted to be able to show these applications. Last night, the development PC needed to be rebuilt, and on reinstallation Saad (our developer doing the Blackberry work) discovered that the registration keys we had been using had expired — no more installs left!
ARGH!!
At 7:46, this email went to two RIM contacts I have:
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From: Alec Saunders
Sent: Tuesday, October 31, 2006 7:46 PM
To: Ray;Dave
Cc: Saad Shakhshir
Subject: HELP! Signing Keys Shot
Importance: High
Hi Guys,
I have an emergency that I could use a hand with. We’ve got a demo tomorrow, with an important party, of our new Blackberry software. This evening, we wiped the development environment machine, and rebuilt it, and now no longer have functioning signature keys for signing our applications to load them onto the handhelds. Saad has called tech support, and submitted an email request to Mark Sohm asking for his help, however, we’ve been told that it could take 24 hours. Our demo is at 9:30 AM in the morning. Anything you folks can do to help me?
I will ship cases of whatever comestibles tickle your fancy!
Best,
A
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At 8:45 the first of the replies arrived. By 9:45, we had a solution. New keys would be issued between 7:00 and 7:30 AM in the morning (it takes a person physically on site at RIM to do this). At 7:15 AM this morning, the keys arrived in email.
Our demo went off without a hitch, thanks to Dave and Sassan at RIM. MANY MANY thanks. You guys are customer service heroes in my book.
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