3 of 7Image
Grace Tang, director for global repair services at RIM, demonstrates the queue system.
A faster turnaround time for repairs can be expected at the center, where a support team is on-site in an adjoining room.
Repairs will be completed within four hours for minor faults such as software glitches, or up to a day for more serious faults such as hardware related problems, Tang said.
BlackBerry diagnosis tool
Service staff at the counter will first run the customer's BlackBerry device through their diagnosis tool to determine various details such as model and software version numbers. These will be used to generate a jobsheet which repair staff can draw reference from.
Tang explains customer privacy is protected as no personal particulars are kept on the jobsheet. Instead, the jobsheet contains only an anonymized tag generated by the counter staff, she said, adding RIM is the first in the industry to adopt such a practice.