The Rogers Blackberry Saga
====================
------------------------------
January 14, 2005 - Genesis
------------------------------
A couple of months ago I got me a new v300 Motorola cell phone. It was a nice little gadget, which provided sufficient, though limited, web browsing functionality, as well as excellent voice quality.
I signed up for the $10, minimal data package and life seemed to be perfect.
But as usual, mysterious are the ways of destiny.
Last week a colleague of mine was heading to Africa. Wishing to make sure he would be able to keep in touch with the office, we sent our admin to the nearest Rogers store.
She returned with a BlackBerry 7290 which the guy seemed to dislike from the very first moment.
That was when it all started.
I don’t know what was it that had gotten into me, but noticing his long face, I did the dumbest thing I’ve ever done, and offered him to swap phones. I guess I couldn’t resist the “e-mail, phone, SMS, organizer, web and corporate data applications in a single handheld” appeal.
All excited, I called the Rogers call center and joyfully broke the news to them of the new avenue in life I was pursuing.
The transaction was smooth and swift, and even the new price plan (40$ a month for 1 megabyte) was not something that could stand between my and the promised data-land.
All energized I started my life as a proud blackberry owner by launching the web browser, and keyed in the “Outlook web Access” address for our exchange server.
The status bar was climbing cheerfully, and after a couple of seconds, I got the “call your ISP” message.
I was thinking, “OK, the Rogers folks are nice people. Let’s give them a call.”
“Hmm, is it an HTTPS address you’re trying to access? Try the WAP browser,” was the support woman’s advice.
OK, I know the WAP browser usually works with WAP application, but the Rogers woman sounded so confident.
I launched the WAP browser, and true, this time the friendly “call your ISP” advice did not appear. Instead I got the unencouraging “end of page” message.
“Very interesting”, I think to myself, while re-dialing the Rogers call center.
“You are right,” said the male voice on the other end of the line. “The WAP browser works only with the WAP application. Your problem is that the standard browser does not yet support the HTTPS protocol”.
OK, the lean and mean booklet mentions something about “mail integration”.
“No problem” says the tech-support guy. “You either install blackberry’s enterprise server or desktop integration.”
Realizing that the BB server might be somewhat of a challenge (a $5000 one user license bargain) I decide to give the desktop alternative a chance.
Ring, ring, I call the call center again, and the operator tells me, “If you register with the Rogers BlackBerry Network, all emails will be automatically forwarded to your BlackBerry device.”
I ask the operator, “Are the kb it takes up part of the one mb I received with my original plan?”
And the operator said, “Yes.”
“And what happens if I consume the one mb?”
”You either pay for the additional kb or sign up for a $60 unlimited plan” (remember, I started of with that $10 plan on my “midget” Motorola”
“And what if I don’t want all my emails automatically forwarded to my BlackBerry? What if I want to exercise my own intelligence and select by myself which emails I open up?”
“No problem,” was the operator’s reply, and we ended our conversation.
I thought to myself, “Great, I’ll integrate my gmail account onto my BlackBerry as well!”
I launch the browser application and attempt unsuccessfully to log into my gmail account. The mysterious “Call Your ISP” advice pops up again. So I call the call center…again.
This time a lady tells me “write www.gmail.com, instead of just gmail.com”
I don’t think you need to be explained that this was a fruitless attempt.
By this point I’m really started to feel that frustration. This time I call the call center and tell them furiously, “Cancel the BlackBerry data price plan!”
And so my BlackBerry data package was cancelled, and so I was stuck with a bulky, useless, good-for-nothing, lousy sound quality piece of plastic.
“At least,” I was thinking, “I’ll be able to do some basic browsing using the standard GPRS service” (5¢ per kb). But you can guess what message popped up.
Final verdict, hideous,big & bulky,hard to set up,terrible support, I keep accidentally hitting the 'disconnect' button while trying to answer incoming calls.
Both the Blackberry and Rogers site were awful - no help.
This device also has worse reception than my Motorola.
There is no support at all, once you buy it, you are on your own. Manual is terrible, online help terrible too.
The Rogers tech support team didn't seem to know what they were doing.
Nice try Blackberry, but so far, a huge disappointment.
If you aren’t a heavy e-mail user stay away. Avoid the frustration and extremely expensive service.
Most users I’ve noted are: heavy email users, don’t use it as a phone, don’t have to pay the outrages monthly fees (i.e. they are corporate users).
I’m just a humble cost-conscious casual user, I hate to be robbed and I demand quality tech support.
This apparently was not the case.
-------------------------------
January 20 2005 : The Riddle
--------------------------------
Today I got the following riddle from Rogers
Dear Meir,
Thank you for taking the time to write to us. We especially appreciate your use of our Online Customer Service.
As our intention is to always improve the level of service we provide, we would like to thank-you for the documentation
of the events that have transpired during your contact with our company. By reviewing your email and the details of your
account we hope that we can identify areas for future improvement.
We understand you are a cost-conscious casual user, however accessing your office emails through your blackberry
device is not considered casual use, but rather an essential business requirement. And as such, our data plans are geared
towards the business user.
If you wish to subscribe to a simple Navigate package (starting at $3), you can also subscribe to the Wireless Desktop package, at $10 monthly.
This would give you Access to Microsoft Outlook using Exchange or Lotus Notes office, receive alerts immediately when you receive e-mail to
your office or personal inbox, and other features.
For more information on Rogers Wireless Desktop, you can visit us at:
<http://www.shoprogers.com/business/...es/wirelessdesk
top/overview.asp>
If you are currently unable to access regular WAP access, you can try
adding these following settings to a websession configuration file on
your blackberry:
Primary IP: 208.200.067.150
Primary Port: 9203
Secondary IP: 208.200.067.151
Secondary Port: 9201
APN: goam.com
Username: wapuser1
Password: wap
HomePage: http://mymobilehomepage.rogers.com/
For future reference with respect to this e-mail, please quote
reference
number 4532941.
Regards,
Management Referral
http://www.rogers.com
Need I tell you that this is complete rubbish, there is NO configuration file on the Blackberry
----------------------------------------
January 24, 2005 - Good Will Hunting
----------------------------------------
Today I was finally contacted by a Rogers sr. tech support person.
It seems that the response I got (which one of you guys claimed to be “coherent”) is rubbish.
Right now I MUST have a Blackberry package in order to access their Wireless Desktop service (otherwise available to ALL Rogers GSM phones)
A technical solution DOES NOT exist, so they are trying to figure out a creative pricing offer
I do have a data package, it's a standard $7 plan that gives me 1MB on the Rogers GPRS network.
This packages allows me to use the V300 micro-browser to access the Rogers Wireless Desktop (a WAP based email service).
Access to RWD is thru the RWD APN (goan.com).
The Blackberry network has a different APN (blackberry.net) and it's only thru this APN that I can access the Rogers data services.
Thus I'm forced by Rogers to purchase a BB package ($45) .
I can not update the Host Routing Table in the Blackberry (it can only be viewd).
This is my last email to them.
------------------------------------------------
January 25, 2005, Some math
------------------------------------------------
I recieve an email offering me a "financial alternative" trying to convince me that switching to the blackberry
voice/data pacakge is "harmless".
My math is somewhat different
So, to have access to the Wireless desktop, I MUST purchase a Blackberry price plan.O.K. lets recalculate the fine.
Current plan: Line1 - $65, Line 2 -$20
This gives me 500 shared minutes + 2500 calling circle minutes + free evenings and weekends.
I can add to that a $7 data feature that will get me 1MB.
Total: $92
To have a similar service with my blackberry, the nearest equivalent will be:
Line 1 - $45 for 350 minutes
Line 2 - $60.00 for 1.0 MB / 200 anytime minutes
This gives me additional 50 minutes (worth $12.5 a month based on 25 cents a minute)
On the other hand side, I’m loosing the free evenings, weekends and calling circle (lets just assume that they sum up to 100 minutes = $25).
A minimal net lose a month of $12.5 (frankly, it's much more)
Bottom line: Rogers' advise is to switch from a $92 plan a month to a $117.5 plan (105+12.5).
Which means that to preserve the same level of service I have to pay Rogers additional $25.5 a month ($350 a
year including taxes).
(based on my usage profile that you quote, I'll probably loose $500 a year)
--------------------------------------
January 30, 2005 - A brief Summary
--------------------------------------
I do have a data package, it's a standard $7 plan that gives me 1MB on the Rogers GPRS network.
This packages allows me to use the V300 micro-browser to access the Rogers Wireless Desktop (a WAP based email service).
Access to RWD is thru the RWD APN (goan.com).
The Blackberry network has a different APN (blackberry.net) and it's only thru this APN that I can access the Rogers data services.
Thus I'm forced by Rogers to purchase a BB package ($45) .
I can not update the Host Routing Table in the Blackberry (it can only be viewd).
This is my last email to them.
I canceled my $7 data plan.
-----------------------------------------
January 30 2005 - Another futile attemp
-----------------------------------------
The Rogers reps don't have a clue what they selling.
I called the call center and signed up for a $7 data plan. The rep was certain that this will work on my BB...
So now I pay $7 for a service that does not work...
Can I file a complaint with CRTC ?
---------------------------------------------------
February 1, 2005 - light at the end of the channel?
---------------------------------------------------
Another call from Rogers, no solution, except for switching to another device.
They offer me to visit a Rogers store and check out the Treo 600.
The rep promisses me to call me the other day (Feb. 2) after I visit the store.
Am I dreaming ?
I must have dreamt, they never call back I'm starting to count thedays.
Feb. 5, the "No Call" counter is set to 5.
====================
------------------------------
January 14, 2005 - Genesis
------------------------------
A couple of months ago I got me a new v300 Motorola cell phone. It was a nice little gadget, which provided sufficient, though limited, web browsing functionality, as well as excellent voice quality.
I signed up for the $10, minimal data package and life seemed to be perfect.
But as usual, mysterious are the ways of destiny.
Last week a colleague of mine was heading to Africa. Wishing to make sure he would be able to keep in touch with the office, we sent our admin to the nearest Rogers store.
She returned with a BlackBerry 7290 which the guy seemed to dislike from the very first moment.
That was when it all started.
I don’t know what was it that had gotten into me, but noticing his long face, I did the dumbest thing I’ve ever done, and offered him to swap phones. I guess I couldn’t resist the “e-mail, phone, SMS, organizer, web and corporate data applications in a single handheld” appeal.
All excited, I called the Rogers call center and joyfully broke the news to them of the new avenue in life I was pursuing.
The transaction was smooth and swift, and even the new price plan (40$ a month for 1 megabyte) was not something that could stand between my and the promised data-land.
All energized I started my life as a proud blackberry owner by launching the web browser, and keyed in the “Outlook web Access” address for our exchange server.
The status bar was climbing cheerfully, and after a couple of seconds, I got the “call your ISP” message.
I was thinking, “OK, the Rogers folks are nice people. Let’s give them a call.”
“Hmm, is it an HTTPS address you’re trying to access? Try the WAP browser,” was the support woman’s advice.
OK, I know the WAP browser usually works with WAP application, but the Rogers woman sounded so confident.
I launched the WAP browser, and true, this time the friendly “call your ISP” advice did not appear. Instead I got the unencouraging “end of page” message.
“Very interesting”, I think to myself, while re-dialing the Rogers call center.
“You are right,” said the male voice on the other end of the line. “The WAP browser works only with the WAP application. Your problem is that the standard browser does not yet support the HTTPS protocol”.
OK, the lean and mean booklet mentions something about “mail integration”.
“No problem” says the tech-support guy. “You either install blackberry’s enterprise server or desktop integration.”
Realizing that the BB server might be somewhat of a challenge (a $5000 one user license bargain) I decide to give the desktop alternative a chance.
Ring, ring, I call the call center again, and the operator tells me, “If you register with the Rogers BlackBerry Network, all emails will be automatically forwarded to your BlackBerry device.”
I ask the operator, “Are the kb it takes up part of the one mb I received with my original plan?”
And the operator said, “Yes.”
“And what happens if I consume the one mb?”
”You either pay for the additional kb or sign up for a $60 unlimited plan” (remember, I started of with that $10 plan on my “midget” Motorola”
“And what if I don’t want all my emails automatically forwarded to my BlackBerry? What if I want to exercise my own intelligence and select by myself which emails I open up?”
“No problem,” was the operator’s reply, and we ended our conversation.
I thought to myself, “Great, I’ll integrate my gmail account onto my BlackBerry as well!”
I launch the browser application and attempt unsuccessfully to log into my gmail account. The mysterious “Call Your ISP” advice pops up again. So I call the call center…again.
This time a lady tells me “write www.gmail.com, instead of just gmail.com”
I don’t think you need to be explained that this was a fruitless attempt.
By this point I’m really started to feel that frustration. This time I call the call center and tell them furiously, “Cancel the BlackBerry data price plan!”
And so my BlackBerry data package was cancelled, and so I was stuck with a bulky, useless, good-for-nothing, lousy sound quality piece of plastic.
“At least,” I was thinking, “I’ll be able to do some basic browsing using the standard GPRS service” (5¢ per kb). But you can guess what message popped up.
Final verdict, hideous,big & bulky,hard to set up,terrible support, I keep accidentally hitting the 'disconnect' button while trying to answer incoming calls.
Both the Blackberry and Rogers site were awful - no help.
This device also has worse reception than my Motorola.
There is no support at all, once you buy it, you are on your own. Manual is terrible, online help terrible too.
The Rogers tech support team didn't seem to know what they were doing.
Nice try Blackberry, but so far, a huge disappointment.
If you aren’t a heavy e-mail user stay away. Avoid the frustration and extremely expensive service.
Most users I’ve noted are: heavy email users, don’t use it as a phone, don’t have to pay the outrages monthly fees (i.e. they are corporate users).
I’m just a humble cost-conscious casual user, I hate to be robbed and I demand quality tech support.
This apparently was not the case.
-------------------------------
January 20 2005 : The Riddle
--------------------------------
Today I got the following riddle from Rogers
Dear Meir,
Thank you for taking the time to write to us. We especially appreciate your use of our Online Customer Service.
As our intention is to always improve the level of service we provide, we would like to thank-you for the documentation
of the events that have transpired during your contact with our company. By reviewing your email and the details of your
account we hope that we can identify areas for future improvement.
We understand you are a cost-conscious casual user, however accessing your office emails through your blackberry
device is not considered casual use, but rather an essential business requirement. And as such, our data plans are geared
towards the business user.
If you wish to subscribe to a simple Navigate package (starting at $3), you can also subscribe to the Wireless Desktop package, at $10 monthly.
This would give you Access to Microsoft Outlook using Exchange or Lotus Notes office, receive alerts immediately when you receive e-mail to
your office or personal inbox, and other features.
For more information on Rogers Wireless Desktop, you can visit us at:
<http://www.shoprogers.com/business/...es/wirelessdesk
top/overview.asp>
If you are currently unable to access regular WAP access, you can try
adding these following settings to a websession configuration file on
your blackberry:
Primary IP: 208.200.067.150
Primary Port: 9203
Secondary IP: 208.200.067.151
Secondary Port: 9201
APN: goam.com
Username: wapuser1
Password: wap
HomePage: http://mymobilehomepage.rogers.com/
For future reference with respect to this e-mail, please quote
reference
number 4532941.
Regards,
Management Referral
http://www.rogers.com
Need I tell you that this is complete rubbish, there is NO configuration file on the Blackberry
----------------------------------------
January 24, 2005 - Good Will Hunting
----------------------------------------
Today I was finally contacted by a Rogers sr. tech support person.
It seems that the response I got (which one of you guys claimed to be “coherent”) is rubbish.
Right now I MUST have a Blackberry package in order to access their Wireless Desktop service (otherwise available to ALL Rogers GSM phones)
A technical solution DOES NOT exist, so they are trying to figure out a creative pricing offer
I do have a data package, it's a standard $7 plan that gives me 1MB on the Rogers GPRS network.
This packages allows me to use the V300 micro-browser to access the Rogers Wireless Desktop (a WAP based email service).
Access to RWD is thru the RWD APN (goan.com).
The Blackberry network has a different APN (blackberry.net) and it's only thru this APN that I can access the Rogers data services.
Thus I'm forced by Rogers to purchase a BB package ($45) .
I can not update the Host Routing Table in the Blackberry (it can only be viewd).
This is my last email to them.
------------------------------------------------
January 25, 2005, Some math
------------------------------------------------
I recieve an email offering me a "financial alternative" trying to convince me that switching to the blackberry
voice/data pacakge is "harmless".
My math is somewhat different
So, to have access to the Wireless desktop, I MUST purchase a Blackberry price plan.O.K. lets recalculate the fine.
Current plan: Line1 - $65, Line 2 -$20
This gives me 500 shared minutes + 2500 calling circle minutes + free evenings and weekends.
I can add to that a $7 data feature that will get me 1MB.
Total: $92
To have a similar service with my blackberry, the nearest equivalent will be:
Line 1 - $45 for 350 minutes
Line 2 - $60.00 for 1.0 MB / 200 anytime minutes
This gives me additional 50 minutes (worth $12.5 a month based on 25 cents a minute)
On the other hand side, I’m loosing the free evenings, weekends and calling circle (lets just assume that they sum up to 100 minutes = $25).
A minimal net lose a month of $12.5 (frankly, it's much more)
Bottom line: Rogers' advise is to switch from a $92 plan a month to a $117.5 plan (105+12.5).
Which means that to preserve the same level of service I have to pay Rogers additional $25.5 a month ($350 a
year including taxes).
(based on my usage profile that you quote, I'll probably loose $500 a year)
--------------------------------------
January 30, 2005 - A brief Summary
--------------------------------------
I do have a data package, it's a standard $7 plan that gives me 1MB on the Rogers GPRS network.
This packages allows me to use the V300 micro-browser to access the Rogers Wireless Desktop (a WAP based email service).
Access to RWD is thru the RWD APN (goan.com).
The Blackberry network has a different APN (blackberry.net) and it's only thru this APN that I can access the Rogers data services.
Thus I'm forced by Rogers to purchase a BB package ($45) .
I can not update the Host Routing Table in the Blackberry (it can only be viewd).
This is my last email to them.
I canceled my $7 data plan.
-----------------------------------------
January 30 2005 - Another futile attemp
-----------------------------------------
The Rogers reps don't have a clue what they selling.
I called the call center and signed up for a $7 data plan. The rep was certain that this will work on my BB...
So now I pay $7 for a service that does not work...
Can I file a complaint with CRTC ?
---------------------------------------------------
February 1, 2005 - light at the end of the channel?
---------------------------------------------------
Another call from Rogers, no solution, except for switching to another device.
They offer me to visit a Rogers store and check out the Treo 600.
The rep promisses me to call me the other day (Feb. 2) after I visit the store.
Am I dreaming ?
I must have dreamt, they never call back I'm starting to count thedays.
Feb. 5, the "No Call" counter is set to 5.