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Old 01-03-2006, 07:10 PM   #1 (permalink)
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Default Cingular/RIM - Dust

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It was a very interesting day today as I attempted and somewhat succeded in getting another 8700 sent to me because of dust under the screen.

To start I contacted Cingular where I was transfered to 3 different departments. The first was regular Customer Service. Second was the warranty dept which handles replacements on items under 30 Days where I was informed that since my device is more than 30 days old (32 Days) I need to be transfered to the Warranty exchange department where they asked if I had insurance on my device? I responded I was never offered insurance when I purchased the device. I was then informed that they need to transfer me to Blackberry as Cingular only covers the software on the device and if they send me another device there was a possibilty they would bill me for the replacement. They then proceeded to transfer me to Blackberry who informed me that they only replace devices after the 1 Year warranty expires from Cingular so thay had to transfer me back to Cingular but they would stay on the line and inform them of the situation. Once the blackberry rep was done Cingular informed Blackberry they are aware of the situation and would be happy to replace the device. When I was finally connected to Cingular I had to explain my situation again even though the Blackberry rep already explained everything. After a 5 Minute discussion the Cingular Rep said they needed to speak to their supervisor who now explained they had to confirm with Blackberry that they will cover the device as this was a manufactures defect. After another 10 Minutes on Hold they are finally sending me another device but they cannot confirm if it will be a new device or a refurb as they are a 3rd party and Cingular Customer Svc are the only ones who can confirm this..

During this whole ordeal neither party knew of this issue until I spoke to the last rep who explained that they were aware of the issue and they are reviewing each phone on a cases by cases basis.

I hope that no one else has the same experience I did as it took me over an hour to finally get it done with no guarantee of getting a new device only a refurb.

Please excuse my grammer and spelling as I'm typing this from my Blackberry.
Old 01-03-2006, 08:44 PM   #2 (permalink)
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I'm somewhat discouraged from calling cingular/rim about this problem because of the response you got. Any time i've called them, i've always gotten the exact same response. You might want to go back to the POS of Call RIM b/c no one at cingular is aware of the problem. I call RIM and no one at RIM is aware of the problem. I sure do hope RIM or cingular comes up with some sort of "overall solution" where everyone is compensated with a new device that has this dust problem...i dunno if it will ever happen!!!>>>

until then i will deal with my dust issue.
Old 01-03-2006, 09:12 PM   #3 (permalink)
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Rogers just sends you a new unit free within 30 days of purchase. Over that, they whack you with a 25 buck shipping /handling (screwing) fee, but no questions asked.
Steve (Besadmin)

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