Okay so I have a Blackberry bold that was purchased directly from rogers over a month ago when I came home before exams (I have an apple iphone that i was using but am a BB lover at heart). Now that i am home I went to use it and the device powered on the first two times but failed to power on a third time no red light or anything. I called up customer service the man took down my imei number and ran it through the rogers database sounded puzzled and said it didnt show up he then told me to call RIM and file for my warranty. I found this strange because I am led to understand that Rogers "takes over" the warranty from RIM and all warranty claims must be processed through Rogers. I nevertheless oblige and call RIM they take my IMEI and my PIN and run it through their system an tell me that I am WELL within warranty and that ROGERS should be replacing the phone at no cost to me. I then call Rogers back and politely explain myself the representative asks for more information about my account agrees that the phone will be replaced adds notes to my account and the transfers me. I am disconnected. No biggie I call back and get a female representative who says that phones sold by rogers at FULL VALUE i.e $649 for the bold come with NO WARRANTY whatsoever obviously this is a load of crock and Im getting nowhere hes extremely rude and offers no help and hangs up on me. Sidenote: I am extremely calm through all of this Ive dealt with rogers before and have learned that blind anger gets you nowhere
I call back a couple hours and get a nice guy by the name of Leo from blackberry technical support who agrees that my phone is defective apologizes for the last csr that I had to deal with attaches more notes to my file (at this point it must be looking like a small essay heh) and assigns me a reference number so I can reference my case to anyone else I have to speak to. He then says he has to transfer me to the pay as you go department because my sister whose name the account is under is a pay as you go customer. I agree and he transfers me over however by this time the offices are closed so I get a recording. Not his fault and at least he gave me the reference number so im happy. I call this morning and get one of the blackberry technicians who apologizes for the hoops I have to jump through is shocked and appalled at some of the CSR's I've had to deal agrees that my phone is defective and needs to be replaced and adds some of his notes.
When he gets to the swap screen hes confused and says that theirs no option so he adds more of his notes and tells me I have to Call customer care after 8 reference my case number and ask for an alternate arrangement because there is no way I should be stuck with this phone.
So in about 10 min I am going to call Rogers back and speak to customer care :D
Footnote: No this phone is not unlocked I do have an iphone with fido but my Bold was purchased directly from rogers. I run a graphic design company and as soon as my contract with fido ends in a couple days I was planning on switching all the accounts over to Rogers (both personal and business) for my photographer designers etc.