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Old 09-23-2007, 09:01 PM   #1 (permalink)
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The forum messages here are interesting and the information is helpful!
I need some advice and I appreciate any help or suggestions that anyone can offer.
Two months ago I changed my wireless for a Blackberry Pearl 8100.

My old phone (Nokia) lasted for several years with no problems.
My carrier is Rogers.
When I saw the Blackberry Pearl, I was impressed with all that it offers, but I do not need the camera, or music features.
I only need it for contacts with clients (for making/receiving calls, and reading email). I have a tiny business, nothing fancy.

A few days ago, after only two months of use, the screen went white!!
After a few minutes it returned to normal. Next day it went white again for more than an hour. I called BB Tech Support, they asked me to remove the batter, I did that, several times. Still a white screen.

They sent me a replacement.
They also made me pay $25 for shipping fees.
And they sent a refurbished one!! I paid for a new phone and I get a refurbished instead!
They allow 30 days for return of one of the phones, the refurbished phone was sent to me one week ago, and before I send them my purchased (two month old) phone, I would like to ask a few questions.

First question is:
In the list of messages on the refurbished phone, a message says that the date that the refurbished phone was registered is February 28, 2006!!
That implies that it is more that 1 and a half years old!
Should I still return my new (two month old) phone and keep the refurbished one?

Second:
The refurbished phone battery has scratches on it, and it could also be 1 and a half years old.
Should I keep mine which is only two months old?

Third:

Nobody could explain to me what caused the screen to go white!
The warranty on the refurbished phone is for 3 months, so I would like to know what caused this to happen and how do I avoid this occurring again?


Thank you in advance.
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Old 09-23-2007, 09:08 PM   #2 (permalink)
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Caroline, welcome to the Forums.

I can't tell you how it happened, perhaps more specifics about your use at the time could help.

Nothing odd to get a refurb back in exchange, all the carriers do it. I would first at least ask for a new device, they may not do it, but you can certainly ask. If not, at least switch batteries, I would have no problem doing that.

Finally, I am betting you would be ok to go with an updated OS loaded on the Pearl (the old NEW one). if you wish to try that, first, follow this link.
How do I wipe the BlackBerry using Jl Cmder? - BlackBerryFAQ
What to do next if Jl Cmder will not connect and wipe - BlackBerryFAQ
How do I upgrade the OS on my BlackBerry? - BlackBerryFAQ
http://www.blackberryforums.com/gene...2-1-107-a.html

Good luck, ask back if you need further. I am sure others will chime in here with opinions and assistance, as well. Let's see what others advise.
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Old 09-23-2007, 09:15 PM   #3 (permalink)
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JSanders,

Thank you for the information.
When you mentioned:" go with an updated OS loaded on the Pearl (the old NEW one)", ..... are you referring to the refurbished phone?
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Old 09-23-2007, 09:23 PM   #4 (permalink)
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Yes, the refurbished one, that's what JS meant.
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Old 09-23-2007, 09:34 PM   #5 (permalink)
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Originally Posted by onth View Post
Yes, the refurbished one, that's what JS meant.
Thank you onth.

The BB tech support told me that the replacement phone would have a three month warranty and, it would be inspected before shipment, so,
before the warranty is up, I hesitate to make any changes to the OS that they installed.

There are only about 14 days remaining before I return one of the phones, I guess I should keep the refurbished one and hope and pray that it will be dependable.

I will let you know how it goes.
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Old 09-23-2007, 09:55 PM   #6 (permalink)
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Sorry, away a few mins.

Actually, I meant load the new OS on the initial pearl you had, the new one that was not a refurb. Since you have 14 days, you time to see if it is gonna be ok. Then return the one you don't want to keep.
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Old 09-23-2007, 10:06 PM   #7 (permalink)
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Quote:
Originally Posted by JSanders View Post
Sorry, away a few mins.

Actually, I meant load the new OS on the initial pearl you had, the new one that was not a refurb. Since you have 14 days, you time to see if it is gonna be ok. Then return the one you don't want to keep.
Sounds like a great idea. Thank you, I will try that.
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Old 10-03-2007, 11:29 AM   #8 (permalink)
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Quote:
Originally Posted by JSanders View Post
Sorry, away a few mins.

Actually, I meant load the new OS on the initial pearl you had, the new one that was not a refurb. Since you have 14 days, you time to see if it is gonna be ok. Then return the one you don't want to keep.
Hi JSanders,

After downloading and installing the 3 programs (Jl Cmder,Blackberry Desktop Manager, and Handheld OS), I followed instructions for wiping the device,

after trying five times, I had no success, so I Opened Desktop Manager and started to install the OS.

Then the Blackberry Application Wizard erased applications for about 10 minutes, and then started to install applications.
But after about 20 minutes, this message appeared: "Unable to complete the loading operation. Unable to connect to the device during a multi-stage load operation."


I have a few questions:

1) The battery was not in the device when I plugged it into the PC with the USB cable, and the instructions say to plug the device into the PC and then they
say to remove the battery from the device. Si I started over with the battery in the device but, I forgot to remove it before the Wizard proceded with
erasing. So the battery remained in the device until Wizard was finished. (this time it said "Sucessful", but device was still very blank.
Did this damage my battery?

2) My SIM card was never in the device through all of the operations, should the SIM card be in the device?

3) If the SIM card is in the device while the Application Wizard is erasing, won't that damage the SIM card?

4) I started over three times with the Wizard, and the device still remained blank. Is there something else I can try?

Thank you for any suggestions.

Last edited by sweetcaroline : 10-03-2007 at 11:31 AM. Reason: correction
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Old 10-03-2007, 11:38 AM   #9 (permalink)
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Caroline,
1. I know the instructions are clear about how it should be done, and it does work. Follow those exactly as posted about the battery.

2. and 3. I do not believe having the SIM in or out will matter.

I have a feeling you don't have an OS on the BB. I am not being intentionally vague, but it is difficult to diagnose other than I am certain the jl_cmdr wipe and reloading the OS does work, as instructed. Until you completely wipe and reload an OS, I don't see how using the Switch Device Wizard will run. Maybe I am confused about what all you have done.
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Old 10-03-2007, 11:40 AM   #10 (permalink)
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If your device will not connect because it says unknown device follow the link below i had the same issues as you and now it restored and haven't had the white screen since.

What to do next if Jl Cmder will not connect and wipe - BlackBerryFAQ
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Old 10-03-2007, 03:50 PM   #11 (permalink)
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Quote:
Originally Posted by JSanders View Post
Caroline,
1. I know the instructions are clear about how it should be done, and it does work. Follow those exactly as posted about the battery.

2. and 3. I do not believe having the SIM in or out will matter.

I have a feeling you don't have an OS on the BB. I am not being intentionally vague, but it is difficult to diagnose other than I am certain the jl_cmdr wipe and reloading the OS does work, as instructed. Until you completely wipe and reload an OS, I don't see how using the Switch Device Wizard will run. Maybe I am confused about what all you have done.

Hello again JSAnders,

I followed the instructions that you gave me a few days ago, except for one set of instructions that you also mentioned.
How stupid of me!
They are the ones that razorone mentions:
"What to do next if Jl Cmder will not connect and wipe - BlackBerryFAQ"


So, I have printed the instructions and I will try again after supper.


razarone,

Thank you for reminding me.

Last edited by sweetcaroline : 10-03-2007 at 03:51 PM. Reason: spelling
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Old 10-03-2007, 04:44 PM   #12 (permalink)
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Quote:
Originally Posted by sweetcaroline View Post
The forum messages here are interesting and the information is helpful!
I need some advice and I appreciate any help or suggestions that anyone can offer.
Two months ago I changed my wireless for a Blackberry Pearl 8100.

My old phone (Nokia) lasted for several years with no problems.
My carrier is Rogers.
When I saw the Blackberry Pearl, I was impressed with all that it offers, but I do not need the camera, or music features.
I only need it for contacts with clients (for making/receiving calls, and reading email). I have a tiny business, nothing fancy.

A few days ago, after only two months of use, the screen went white!!
After a few minutes it returned to normal. Next day it went white again for more than an hour. I called BB Tech Support, they asked me to remove the batter, I did that, several times. Still a white screen.

They sent me a replacement.
They also made me pay $25 for shipping fees.
And they sent a refurbished one!! I paid for a new phone and I get a refurbished instead!
They allow 30 days for return of one of the phones, the refurbished phone was sent to me one week ago, and before I send them my purchased (two month old) phone, I would like to ask a few questions.

First question is:
In the list of messages on the refurbished phone, a message says that the date that the refurbished phone was registered is February 28, 2006!!
That implies that it is more that 1 and a half years old!
Should I still return my new (two month old) phone and keep the refurbished one?

Second:
The refurbished phone battery has scratches on it, and it could also be 1 and a half years old.
Should I keep mine which is only two months old?

Third:

Nobody could explain to me what caused the screen to go white!
The warranty on the refurbished phone is for 3 months, so I would like to know what caused this to happen and how do I avoid this occurring again?


Thank you in advance.
I am with rogers as well

I had a Similar situation this past weekend except my screen went black,
phone still worked - i could dial and talk, just couldnt see anything.

after about 3 days of this i happened to put it by a light and all the sudden the screen came on. If it was dark no screen, by light , screen.

So i called rogers, they shipped me another pearl (my 3rd) and it's brand new. All the pears i've recieved have been new not refurbished, Im not sure why they sent you a refurb.

How do you know its a refurb?

Also if they sent you a Proof of activation with the phone, your warranty is valid for 1 year from that day.
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Old 10-03-2007, 05:30 PM   #13 (permalink)
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Quote:
Originally Posted by sweetcaroline View Post
Hello again JSAnders,

I followed the instructions that you gave me a few days ago, except for one set of instructions that you also mentioned.
How stupid of me!
They are the ones that razorone mentions:
"What to do next if Jl Cmder will not connect and wipe - BlackBerryFAQ"


So, I have printed the instructions and I will try again after supper.


razarone,

Thank you for reminding me.
You are very welcome
If you follow them to the tee you will have no problem one thing i might mention do not use or connect through a network hub while runnning this

Last edited by razorone : 10-03-2007 at 05:33 PM.
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Old 10-03-2007, 11:50 PM   #14 (permalink)
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Hello again JSAnders,

Tonight I spent more than 2 hours attempting another OS installation on my original phone device.
First attempt : while following instructions for the "What to do next if Jl Cmder will not connect and wipe - BlackBerryFAQ":
the Desktop Manager was displayed as "Disconnected" on my PC screen, and after completing the steps in the Application Wizard, the phone did not reboot,

the screen on the device remained pale white for more than half an hour.

So I made two more attempts.
On the third attempt, I finally got a reboot, and the Rogers logo, and a screen asking to set the date and time.
I began to enter the date and time, and replaced the back panel on the phone, and this seems to have jarred something in the phone, the screen broke up into small lines and went white!!
I pulled the battery, installed my SIM card, replaced the battery, still a white screen.

The refurbished phone has been working fine since I received it two weeks ago. Rogers gave 30 days to return the non-working device.
I had already asked the salesman why I was sent a refurbished phone, he replied "that is the Blackberry RIM policy". He said that Nokia and other companies

do not send a replacement phone if you need repairs, they request that you ship them the phone and you must wait one to three weeks without a phone.

As for the BBPearl, perhaps it is best to keep the refurbished one and return the non-working one.
Thank you anyway for trying to help.


Hello jsolts,

The replacement phone that Rogers sent two weeks ago, came in a red box with only these words written on it: REFURBISHED PHONE (SANS FILS REMIS A NEUF) ROGERS.

Last edited by sweetcaroline : 10-04-2007 at 12:08 AM.
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Old 10-03-2007, 11:54 PM   #15 (permalink)
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Originally Posted by razorone View Post
You are very welcome
If you follow them to the tee you will have no problem one thing i might mention do not use or connect through a network hub while runnning this
Hi razorone,

I followed them to the tee, and, I connected with a usb port. I do not know what a network hub is so I guess I don't have one.
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Old 10-04-2007, 06:02 AM   #16 (permalink)
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Quote:
Originally Posted by jsolts View Post
I am with rogers as well

I had a Similar situation this past weekend except my screen went black,
phone still worked - i could dial and talk, just couldnt see anything.

after about 3 days of this i happened to put it by a light and all the sudden the screen came on. If it was dark no screen, by light , screen.

So i called rogers, they shipped me another pearl (my 3rd) and it's brand new. All the pears i've recieved have been new not refurbished, Im not sure why they sent you a refurb.

How do you know its a refurb?

Also if they sent you a Proof of activation with the phone, your warranty is valid for 1 year from that day.

Hello jsolts,

Can you please tell me:


If you are on your 3rd Pearl, please tell me :
1) What was the reason that each needed to be replaced?
2) how many months did each of them last?

.

Last edited by sweetcaroline : 10-04-2007 at 06:59 AM.
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Old 10-04-2007, 08:40 AM   #17 (permalink)
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Well, good luck Caroline with the new (refurb) 8100. I hope it works well for you. My wife has had her 8100 for a year now, no problems at all. They are good devices. Somehow, you got a lemon with issues now easily resolved.
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Old 10-04-2007, 12:27 PM   #18 (permalink)
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Quote:
Originally Posted by sweetcaroline View Post
Hello jsolts,

Can you please tell me:


If you are on your 3rd Pearl, please tell me :
1) What was the reason that each needed to be replaced?
2) how many months did each of them last?

.

the first one lasted 6 months - general problems - error messages, tried re installing the software didnt fix it. Then the screen would go half out - vertically - ie i could see the left half not the right.

as for the 2nd one - problems described in my first post.

Like i said i got brand new pearls each time within 2 days
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Old 10-05-2007, 06:35 AM   #19 (permalink)
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Quote:
Originally Posted by jsolts View Post
the first one lasted 6 months - general problems - error messages, tried re installing the software didnt fix it. Then the screen would go half out - vertically - ie i could see the left half not the right.

as for the 2nd one - problems described in my first post.

Like i said i got brand new pearls each time within 2 days

jsolts,

Thank you for the information.
The refurbished phone has a warranty of 3 months.
I would like to think that RIM people can be fair and offer me at least 8 or 9 months.
I will call and ask for a new Pearl and a warranty longer than 3 months.

Thanks again!
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