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Old 09-23-2011, 12:46 PM   #1 (permalink)
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Default Blackberry Warranty/Hardware Problem

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I purchased my Bold 9780 through Bell on a 3 yr contract Dec 2010. After a few months of normal usage, the phone kept freezing and I would have to reboot it. I heard this was a common problem for blackberries, so I didn't think much of it.

Then other problems started up. My keys double type, so every 10th letter or so will double when I only hit it once, which gets really annoying with texts and bbm's and having to constantly go back and delete letters. Also, my phone started to shut off by itself randomly. And there was a period of time where it was not reading the memory card.

I took it into the Bell store as my phone is still under warranty. And they said they can install all the updates for me to see if that helped. I did that and the problems persisted. So I took my phone into Bell to send in to fix. They sent it in, called me about 2 weeks later to come pick it up. I went to pick it up, filled out all the paperwork, then as I was about to leave, I asked them what they did to fix the phone. The salesperson looks at the invoice (probably for the first time) and tells me the phone was sent back "as is" and nothing was done to fix it as the place Bell sent it to was unauthorized to repair blackberries. So, I know this was the fault of Bell and not the fault of the manufacturer's (RIM's) warranty. I was patient with them and sent it back in again. After another 2-3 weeks, they call me to pick up my phone. I haven't had my phone for a few weeks and so when I got the phone back, I wasn't immediately aware that they had given me the wrong phone. I told them it looked a little different and they told me that sometimes they send back refurbished phones, so it won't be the same phone you sent in. I get back to my work and then I look at the phone some more. Turns out they gave me someone else's phone and it was a Bold 9700 (the older model of my phone). So I had to make another trip out to Bell where they gave me back my original phone. Cept the phone came back with some marks that weren't previously there. The salesperson then sent an email to the solutions department telling them that the phone did not come back in the same physical condition it was sent out. The next day a rep called me to offer me $50 credit to make up for it, which I thought was ok cause it was just cosmetic damage and if my phone was fixed, then it's fine. HOWEVER, my phone was not fixed! The same problems still occur and now there is also a black line about half an inch long on the upper part of the screen that won't go away.

I called Bell cause it was ridiculous I have had to send in my phone twice and it still hadn't been fixed. Bell did acknowledge that they were at fault. They offered to make me elligible for an upgrade, which sounds pretty good, but once I looked further into the offer, it wasn't so good. They wanted me to renew for another 3 year term as well as a mandatory plan change (additional $5 for every month with the same features I have now) unless I wanted to stick with a blackberry (which I am having doubts about as it has already given me so many problems in a short amount of time). And also, I have to pay for the hardware upgrade on the 3 yr term price which is $170. But then new activations can get the same phone on a 3 yr contract for $44. It's so weird an existing client has to pay more than a brand new client (I find that client loyalty means nothing to cell phone companies). Sorry that this has become a Bell rant, but they are a distributor for RIM, so it just adds on to the frustration. I asked them why I have to pay so much ($170 for hardware upgrade, $180 for additional $5 every month over the next 3 years for basically the same plan) when it is their fault they didn't fix my phone when I sent it in twice. They then went on to say it is a manufacturer's warranty and they are just "making it easier" for the customer by sending the phone in for us, but it is actually up to RIM to fix the hardware.

What do you suggest I do in this situation? Bell doesn't seem to care about resolving the issue anymore and the only option with them is to extend my contract (which I really don't want to do as they have horrible customer service). I am still within the 1 year manufacturer's warranty. I have not dropped my phone or subjected it to water damage. I have thought about contacting RIM, but was unable to find a customer service number to call in to. Could someone please provide me with the number?
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Old 09-23-2011, 12:56 PM   #2 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

1. If you have two hours, I'd suggest fixing the 9780 yourself, and avoid any more contact with Bell. You can perform the upgrade yourself that the device needs.
2. Second choice, get a manager ON the phone from Bell and demand the replacement device. And then, with it in hand, upgrade it as well to the latest OS.
3. Drop Bell.
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Old 09-23-2011, 01:01 PM   #3 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

1. I don't think upgrading my phone will help my sticking keys issue or the screen issue. Those are defective hardware problems, not software problems.
2. I have spoken with PLENTY of managers/supervisors from Bell and they are all incompetent and clearly do not care. The only way they will offer me a replacement device is if I renew my contract to another full 3 yr term. They went to tell me that I should not spend so much time on this as I'm only wasting my own time. One rep said "We have been on the phone for 25 mins now, I don't even talk to my friends for that long". They are a company that has no repercussions for whatever they say or do, so that's why I'm trying to fix this issue through RIM.
3. I can't because I'm on contract and I think contract termination fees are like $500-600?
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Old 09-23-2011, 01:35 PM   #4 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

Warranty repairs/replacements never involve renewing your contract, at least not in the U.S. I'd check with another Bell store on this. If it's under warranty, you're due a replacement. You might have to escalate, ask to speak to a manager, or call Bell's retentions/executive services though.
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Old 09-23-2011, 03:34 PM   #5 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

Quote:
Originally Posted by marshimallow View Post
1. I don't think upgrading my phone will help my sticking keys issue or the screen issue. Those are defective hardware problems, not software problems.
It has for others.
Quote:
Originally Posted by marshimallow View Post
2. They are a company that has no repercussions for whatever they say or do, so that's why I'm trying to fix this issue through RIM.
You can't "fix this issue through RIM". You bought it from Bell.
By contract to you they provide the software and warranty support. Read the paperwork you left the store with. Maybe, you should even bring it back in to them and show them. Get a manager ON the phone, don't keep speaking to the same people who've told you no. If you're willing to accept shoddy customer service from Bell, then you are the problem.

Quote:
Originally Posted by marshimallow View Post
3. I can't because I'm on contract and I think contract termination fees are like $500-600?
Refer to #2.
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Old 09-23-2011, 04:15 PM   #6 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

Quote:
Originally Posted by JSanders View Post
It has for others.

You can't "fix this issue through RIM". You bought it from Bell.
By contract to you they provide the software and warranty support. Read the paperwork you left the store with. Maybe, you should even bring it back in to them and show them. Get a manager ON the phone, don't keep speaking to the same people who've told you no. If you're willing to accept shoddy customer service from Bell, then you are the problem.


Refer to #2.
Bell is saying that the warranty is a manufacturer's warranty, so it is not their responsibility, even though my plan is through them as a carrier. I have gotten multiple management level personnel on the phone, it doesn't help, they all say the same thing. Obviously I am not willing to accept crappy customer service from Bell, it is forced upon me. You've obviously never dealt with them before, or else you would know the problem is that you cannot ever speak to the same person twice. What they do is they make you call in, where a sales rep picks up, who transfers you to a random at their client solutions department, and if it's not resolved there, you can request to be transfered to that specific individual's supervisor. However, it is completely random, so you don't get to request to speak to a specific individual ever. So anyone working at Bell can say anything they would like with absolutely no follow through. If you take it into a store, they say they don't deal with any of the customer solutions in store, they have to get someone from their solutions department call centre to call you. So it is just a giant cycle of wasted time.
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Old 09-23-2011, 04:18 PM   #7 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

Quote:
Originally Posted by rambo47 View Post
Warranty repairs/replacements never involve renewing your contract, at least not in the U.S. I'd check with another Bell store on this. If it's under warranty, you're due a replacement. You might have to escalate, ask to speak to a manager, or call Bell's retentions/executive services though.
Yeah, I actually called Bell's retention services and how I described what happened in my earlier post was all done through the retention services. So, that hasn't done much for me either. Escalations don't work, cause everyone just says the same thing "this is the most we can do" or "I think this offer is very fair".
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Old 09-23-2011, 04:24 PM   #8 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

The double keypress issue on that model is a well documented software bug typically it was not a hardware issue.
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Old 09-23-2011, 04:56 PM   #9 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

Well, I'm sorry you're having this kind of run-around. But, yes I've heard Bell horror stories before, so I can (only) imagine what you're up against.
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Old 09-24-2011, 11:30 AM   #10 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

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Originally Posted by Motorcycle Mama View Post
The double keypress issue on that model is a well documented software bug typically it was not a hardware issue.
I've updated a few times and it still happens :(

Has anyone tried going through RIM regarding warranty or customer service solutions?
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Old 09-24-2011, 03:39 PM   #11 (permalink)
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Default Re: Blackberry Warranty/Hardware Problem

You can't go "through RIM". The carriers provide warranty service/support for RIM for the devices they sell. You need to keep going through Bell if you believe that you have a hardware issue covered by the warranty.
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