Blackberry (Canada) Customer Service

Attempting to talk to a real person at Blackberry is hard because many options refer you to the internet. However, it's possible to talk to someone if you're persistent. It took me almost 10 minutes to get to a hold line, but I was able to do it. I had a couple of questions about my Blackberry battery, but there wasn’t a clear automated pathway to get someone to talk to about it. 

Blackberry’s customer service offers three options when it first connects: service sales support, technical support, and general inquiries. I thought that general inquiries might be the best way to talk to a representative, but a recorded message told me for general inquiries to go to the Blackberry website, and then the phone disconnected. 

I was a bit shocked, but I decided to try another angle. I called again and chose sales support instead, thinking I would be able to talk to a sales agent who would then transfer me to someone. I was greeted with a "welcome to sales support" message and a directory that told me I could press one for enterprise support, two for smartphones, and three for cyber security, and then the rest of the options got very technical and were not what I needed. I choose the smartphones option as it made the most sense. Then a recorded message stated that for support with new or existing orders to go online to the enterprise support section of the Blackberry website, and it hung up on me again. 

At this point, my only option was to try technical support. After pressing that option, the next directory said to choose one for enterprise products, two for support of ad hoc, three for government and secure products, and four for Blackberry support. 

I chose option four and listened to a recording about how the company is now focused on intelligent enterprise security products and that two years of support for Blackberry phones and desktop computers ended in January of 2022. This worried me slightly, but I just had a question, I wasn’t trying to get my device fixed. After the message, there was another directory, and I choose help with a phone question. Finally, I was connected to a live representative. The rep did ask for my IMEI number, which I had to look up, so I suggest anyone calling have that on hand. The good news is that after this wild goose chase, I did get to speak to a helpful agent and got an answer to my question.