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Old 06-09-2008, 06:15 PM   #1 (permalink)
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Default Trackball fell out

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Phone is 3 months old, under warranty. Contacted BB they said to contact my service provider (which is ATT and never been impressed with). They said because there is a small scratch (meaning not that noticeable) on the top casing, that it voids any warranty, said it is hardware abuse. So they will not fix it, said they would replace the phone for $300.00.
Now is this not a rip off or what? ATT already is worthless in my opinion. But for a tiny scratch that either a coin or set of keys rubbed up on, give me a break.
Not sure I like the partnership of BB and ATT if ATT can do whatever they please and I did not even buy the phone from ATT.
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Old 06-09-2008, 06:16 PM   #2 (permalink)
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BBF's new contest is giving some of those away!
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Old 06-09-2008, 06:17 PM   #3 (permalink)
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Seems a little extreme...However, you can fix it for very little:

HorizonWirelessOnline.com - Horizon Wireless, Canada’s Cellular Repair Center

They sell trackballs and it's an easy fix.
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Old 06-09-2008, 06:18 PM   #4 (permalink)
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pat, welcome to the BBForums.

Quote:
Originally Posted by patpoms View Post
and I did not even buy the phone from ATT.
Then AT&T should not be expected to repair it, should they?

Last edited by JSanders : 06-09-2008 at 06:19 PM.
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Old 06-09-2008, 06:19 PM   #5 (permalink)
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hmmm, how exactly did the ball fall out? Is the little white shell still intact, or did that part come out as well?
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Old 06-09-2008, 06:20 PM   #6 (permalink)
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When you get new one you get the whole thing...Chrome trim ring and all.
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Old 06-09-2008, 06:28 PM   #7 (permalink)
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Quote:
Originally Posted by John Clark View Post
When you get new one you get the whole thing...Chrome trim ring and all.
Yeah, I was just curious how the ball fell out. Not sure I've heard of that happening without some outside force acting on it.

Didn't catch the part about the OP not buying from AT&T. Sorry dude, you're out of luck. AT&T didn't sell it, shouldn't have to fix it. Just get yourself a new trackball...
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Old 06-09-2008, 08:22 PM   #8 (permalink)
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Wirelessly posted (my new touch button BB)

Where did ya get the BB?
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Old 06-09-2008, 09:02 PM   #9 (permalink)
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I did not understand why BB corp told me I had to go through my service provider ATT, believe me I went around and around over this. They said that is their policy, but I never bought it new through them. I purchased it off of ebay NEW with a 1 yr manufactures warranty and then another warranty from Squaretrade. Squaretrade will not cover the hardware on it, because it is covered under the manufactures warranty.
The phone was being used to text, etc on Friday night the whole piece, ball and rings fell out, so there is just a hole in the middle of the phone, we have all the pieces thinking that it was under warranty being 3 months old. BB said contact ATT, my son spoke to them, I spoke to them twice, they said with the phone casing have a small scratch on the top, that it voided the warranty that if I would have read the warranty, it states this is hardware abuse??
I told them a phone in your pocket or purse next to keys or coins can cause a small scratch that I could not believe this. I contact BB corp again, they would not help..said they leave it up to ATT to decide. Well that makes no sense, I did not buy the phone from them in the first place.
I plan to fix it myself, but if that is how they have the manufactures warranty to work, it's not worth the paper it's on.
Food for thought, I can order a new cover for the phone, replace it and take it to ATT with no scratch on it, and it would be covered. Go figure. A small scratch on the phone does not hamper it's capability to function but ATT and BB corp seem to think so.
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Old 06-09-2008, 09:09 PM   #10 (permalink)
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I just bought 2 on ebay for 16 $ Mine broke while i was trying to clean it. But i called Rogers anyways and they sent me a refurb no at no cost.
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Old 06-09-2008, 09:12 PM   #11 (permalink)
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Technically speaking, manufacturers generally don't have to honor any warranty on an item not purchased from an authorized retailer. I heard more than a few times of people buying brand new items on ebay and having warranty service denied. The ebay seller must be an authorized AT&T and/or Blackberry dealer and provide you with an original sales receipt.
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Old 06-09-2008, 09:18 PM   #12 (permalink)
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well I have learned alot over this, squaretrade offers a great warranty I thought, they will not cover what happened to this phone, but I have a palm treo 650 that you can't hear the caller, and they are going to repair it. They said that they could not cover the hardware issue with the bb but could with the treo. First was explained to me they only cover if the phone is not working properly and not hardware, but I would think the treo has hardware issues also. Then to find BB or Att will not cover the warranty on the BB phone...
It's better for me to purchase a used phone, not worry about the warranty then to pay over $300 for a phone with no warranty at all. Who is to say I purchase a phone from ATT and one little scratch voids my warranty. Tried of giving money away.
I will fix my own phone, and stop giving them my money. Squaretrade did refund my warranty monies I paid, was not much but atleast they apologized, and did understand my fustration.
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Old 06-09-2008, 09:23 PM   #13 (permalink)
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Once I order the trackball and other piece, is there a website instruction or video I can view that will instruct me to how to properly replace it?
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Old 06-09-2008, 09:24 PM   #14 (permalink)
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you are assuming you have a valid warranty. ATT has no obligation of the waranty oif you purchased the device from a 3rd party not authorized to sell ATT service and product.
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Old 06-09-2008, 09:25 PM   #15 (permalink)
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it is very easy to put trackball back in really only fits one way and the chrome ring only fits one way
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Old 06-09-2008, 09:29 PM   #16 (permalink)
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Wirelessly posted (BB 11020)

Yeah, its very simple. Three sets of tabs on the chrome ring. 3 o clock, 6 o'clock and 9 o'clock. No tabs at 12 o'clock. The trackball has a chrome contact on it underneath. The hinged portion of that contact goes at 6 o'clock.
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Old 06-09-2008, 09:31 PM   #17 (permalink)
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I am sure I can get the trackball installed.
I was not trying to make ATT liable for the phone. Squaretrade said that it had a year warranty with BB corp, gave me their contact information plus my receipt and purchase information and where I paid for it. I contacted BB and they said it would be covered under warranty with my service provider. I told them upfront where I purchased the phone, etc. I have spoken to them 3 times today, they said it was up to ATT on the warranty, if they felt the scratch on the phone should void the warranty that it was up to them and not BB. Not once did they say it's because I purchased the phone from an unauthorized dealer or from EBAY. It's all because of a tiny scratch on the phone at the top right cornerl.
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Old 06-09-2008, 09:50 PM   #18 (permalink)
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They are lying to you.
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