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Old 06-28-2006, 01:50 PM   #1 (permalink)
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No idea where to post this so, I'll put it here.

On Friday afternoon, I discovered that my 8700r (less than 6 months old) was having some serious problems with the 'h' key. I would have to press it 4-5 times before an 'h' would show up or really push down hard. (No, I didn't drop the unit or anything like that).

Pulling out my receipt, I was prepared to head to the Rogers Wireless store to see what kind of hell they would be putting me through to get it fixed. Just on a whim, I called *611, navigated through voice prompt hell, and got to an agent that let me explain things quickly. He immediately gave me a case number and stated that my unit would be replaced. A replacement 8700r would be sent via UPS courier (3 business days) to either my home or office. Early this morning, I got a package from UPS at the office with the new Blackberry in it. It was very well packed up, new unit (absolutely mint with the plastic cover and the usual smell of new electronics, battery, and a few sheets of paper with directions.) I did my backup and restore, popped the old unit back into the box, slapped the prepaid UPS label on it, dropped it off at lunch and I'm done! No charges whatsoever.

I have to say that I didn't expect a replacement (certainly not that fast anyhow), but rather the usual gruel about taking it in and wait wait wait.

Kudos to Rogers Wireless for recognizing that business/corporate users cannot have *any* downtime.

Now... if they could only offer true unlimited... I don't pay for my bill but still...
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Old 06-28-2006, 01:53 PM   #2 (permalink)
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I've had to replace my unit and received the same excellent service. They're not actually new but rather refurbished units in new cases which does the trick. It is very handy.
There's also a standard $25 handling/UPS charge which they sometimes waive but which otherwise shows up on your next bill.
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Old 06-28-2006, 03:16 PM   #3 (permalink)
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The CSR mentioned the $25 charge and then waived it for me. The units might be refurbished, but the case is perfect, the track wheel is certainly tighter than mine ever was. The firmware was the latest Rogers version (compared to a few new ones in boxes we got for some of our managers) as well.

All in all, pretty good experience.
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Old 06-28-2006, 03:23 PM   #4 (permalink)
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I agree.
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Old 06-28-2006, 04:22 PM   #5 (permalink)
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Refurbs have gotten a bad rap unfairly. They are devices that still pass the quality control test, and are sent back out.

For instance. I have a BB 8700 that I have had for 2 months and I request a replacement because my track wheel doesnt function properly. They receive my BB and fix the problem. Why shouldnt they send it back out? Every part on it is practicly brand new. The broken part was fixed. It is as close to new as possible
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Old 06-28-2006, 04:45 PM   #6 (permalink)
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I think you might have gotten my original unit. The H was not working. I agree the service is very good although the refurb process is not perfect. I had an older battery in mine which of course would not work with the 8700 memory management.
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Old 06-28-2006, 05:18 PM   #7 (permalink)
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It's not Robbers, it's an agreement they have with RIM to swap defective devices under 1yr. Wish I could say the same... I called Robbers yesterday as the speaker on my wifes junker of and 8700r just went on it. I've been credited the $25 ship charge as there's some issue with the Robbers shipping dept. being said 12-15 business days till it arrives. Are the Robbers swaps like Bell in the sense they send the new unit out with the box and you return the old?
Quote:
Originally Posted by tolwyn


No idea where to post this so, I'll put it here.

On Friday afternoon, I discovered that my 8700r (less than 6 months old) was having some serious problems with the 'h' key. I would have to press it 4-5 times before an 'h' would show up or really push down hard. (No, I didn't drop the unit or anything like that).

Pulling out my receipt, I was prepared to head to the Rogers Wireless store to see what kind of hell they would be putting me through to get it fixed. Just on a whim, I called *611, navigated through voice prompt hell, and got to an agent that let me explain things quickly. He immediately gave me a case number and stated that my unit would be replaced. A replacement 8700r would be sent via UPS courier (3 business days) to either my home or office. Early this morning, I got a package from UPS at the office with the new Blackberry in it. It was very well packed up, new unit (absolutely mint with the plastic cover and the usual smell of new electronics, battery, and a few sheets of paper with directions.) I did my backup and restore, popped the old unit back into the box, slapped the prepaid UPS label on it, dropped it off at lunch and I'm done! No charges whatsoever.

I have to say that I didn't expect a replacement (certainly not that fast anyhow), but rather the usual gruel about taking it in and wait wait wait.

Kudos to Rogers Wireless for recognizing that business/corporate users cannot have *any* downtime.

Now... if they could only offer true unlimited... I don't pay for my bill but still...
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Old 06-29-2006, 06:45 AM   #8 (permalink)
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Quote:
Originally Posted by finch
It's not Robbers, it's an agreement they have with RIM to swap defective devices under 1yr. Wish I could say the same... I called Robbers yesterday as the speaker on my wifes junker of and 8700r just went on it. I've been credited the $25 ship charge as there's some issue with the Robbers shipping dept. being said 12-15 business days till it arrives. Are the Robbers swaps like Bell in the sense they send the new unit out with the box and you return the old?
Correct. I've been through this twice now. First they send you the new (refurbished) unit. You then put your old unit in the same box, attach a pre-printed label that they provide and hand it off to your local UPS Store. (They tell you to return the old one within 30 days although I always did it right away.)
I don't understand this 12-15 business days for delivery though. They told me within three and it arrived in one.
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Old 06-29-2006, 08:07 AM   #9 (permalink)
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The Berry replacement process is usually prompt with Rogers .

That being said the last time I requested a replacement of my 8700R it took over 2 weeks to get the replacement device (in May of this year).

They claimed they were having some issues with RIM that were causing the shipping issues.
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