Blackberry policy 101

So our corporate folk love to use India for their IT stuff, I get that. But why is everyone surprised when the following scenario happens:

We had a blackberry user who kept losing his ability to use send when replying to email on the device.  In researching this problem, we found that several things could be causing it, but most likely it was a bad MIME Service book (sounds complicated?).

In troubleshooting this issue we got a bunch of us together to try and fix it. Now remember, we don’t have any IT access to the new coporate system, that’s run by ABC out of India, so all we can do is help them best we can. Keep in mind that ABC India runs the corporate mail system, including Blackberry
So on the phone we have Me, Blackberry and a corporate representative from ABC offshore. The conversation goes something like this:

• Blackberry : “OK, I’d like to do some testing on this clients device, can you make sure that user’s blackberry doesn’t have any policies on it”
• …. Silence….
• Me: “Hello, ABC, are you there?”
• ABC: “Yes, what do you need?”
• Me: “Blackberry just asked you a question, can you remove the policy from the users blackberry?”
• ABC: “Sure, we can help with that”….. “Umm, how do you do that?”
• Blackberry: “You don’t know how to move the user into a no-policy group?”
• ABC: “Oh, no, can you help me with that?”
• Blackberry: “OK, click ….”

Now, I know it doesn’t sound like a big deal, but ABC India runs blackberry for 20K blackberry users, and they don’t know how to do policy changes for a user?

I sure hope they are getting a good deal with all this!