Rim Does Not Support Their Customers!

[jeffw_00]

After literally LUSTING after a Blackberry Curve for more than a year, I finally got one for Christmas. I love it, except that mine has some strange problems:

1) Sometimes, when I turn it on, the mobile radio (phone/internet) is off (Icon shows no radio-have to turn it on manually).

2) Sometimes, when I turn it on, the mobile radio appears to be on (icon shows strength), but phone and Internet do not really work. I have to pull the battery to restore operation.

3) #1 and #2 normally occur about once every 2 weeks. But if I try to use auto-on/auto-off, the frequency rises to once every 2-3 days.

So I Don't use auto-on/off, and every morning when I turn my BB on, I have to confirm that it's operating (or just pull the battery).

I contacted RIM, opened a case (RQST00006251926), and over a period of TWO MONTHS exchanged frequent Emails (close to 25 in all). They required me to extract and send all sorts of logs. Sometime after turn-on, sometimes a specified interval AFTER turn on, and answer all sorts of usage questions. I peacefully complied happy that they were working on my issue.

The final answer I received last week:

"This issue is currently under investigation by our development team and is scheduled to be resolved in a future release of the BlackBerry device software. At this time I cannot give any details on a specific version or release date as we do not currently have this information"

In other words "we've put enough time into it, tough luck".

No resolution, no relief, no sympathy, no help for my situation.

If you buy a blackberry, and within the first 30 days discover it's not doing things right, forget about support, try to swap for a different one. In fact, try to swap for an iPhone. I'm wishing I had. 8-{

/j

[ndub33]

Just out of curiosity, have you reached out to your carrier at all for troubleshooting or support? Most carriers have tech support personnel and some sort of warranty exchange program.

[penguin3107]

Wirelessly posted (Breaking Ball)

You're not a customer of RIM.
RIM's customer is your wireless carrier, and you should go to your carrier for service and support.

[JSanders]

Additionally--what OS are you running on the device?

Options > About, third line down starting with "v.4.xxx"

[jeffw_00]

Sorry - should have said. This started with me going to my carrier (Verizon), they passed me off to RIM. I don't think they have any RIM tech support themselves.
I'm running V 4.5.0.77. RIM told me not to upgrade until they solved it (though I suppose I could now). I suppose I could complain to Verizon about RIM support, but in the past I haven't really sensed much interest in going "above-and-beyond" from their Reps, and after all, RIM -did- give me an answer (sigh).

[JSanders]

I would advise you to definitely upgrade your OS to the latest for that model... see the Sticky Note at the top of the 83xx section here. The latest app version for that model is 4.5.0.138, quite an increase.

Yes, Verizon has BlackBerry specialist techs, and then you get bumped up to RIM techs.

[jeffw_00]

I suppose I can try that, although if the new released fixed my problem, I would guess that BB would have told me. If 138 is stable I'll try it, I just didn't want to introduce any new issues.
I think VW's "specialist techs" are skill-limited to reading from scripts and the manual. For real problems they boot it to RIM.

/j

(PS - thanks to people who are actually trying to help me, even after RIM booted the thread off to where few people will see it).

[dc/dc]

Originally Posted by jeffw_00

(PS - thanks to people who are actually trying to help me, even after RIM booted the thread off to where few people will see it).

This forum is not affiliated in any way, shape, or form with RIM.

We are simply BlackBerry enthusiasts.

[JSanders]

Originally Posted by jeffw_00

(PS - thanks to people who are actually trying to help me, even after RIM booted the thread off to where few people will see it).

RIM has nothing to do with any of this. No boogey man you can blame... your post was moved to the area of the forum where it is relevant. Your initial post really was a rant, not seeking help.

[Dawg]

I have carried the VZW curve for nearly two years now. I had an issue with the first one I carried it to my local VZW store they replaced it right away.

[NJBlackBerry]

Yep - RIM had nothing to do with your rant being moved to the Rants and Raves section.

[jeffw_00]

your post was moved to the area of the forum where it is relevant. Your initial post really was a rant, not seeking help.

I suppose someone might look at it that way. I felt it was a cry for help and a warning to others. It's the latter that I suspect some might be uncomfortable with 8-}

I guess the problem with "enthusiasts" is they don't want to know from people who have bad experiences. 8-}

[jeffw_00]

Originally Posted by Dawg

I have carried the VZW curve for nearly two years now. I had an issue with the first one I carried it to my local VZW store they replaced it right away.

after how long? Even within 30 days all MY VZW store would do is give me a refurbished one.

[NJBlackBerry]

Originally Posted by jeffw_00

I suppose someone might look at it that way. I felt it was a cry for help and a warning to others. It's the latter that I suspect some might be uncomfortable with 8-}

I guess the problem with "enthusiasts" is they don't want to know from people who have bad experiences. 8-}

Boo hoo. Have you tried updating the OS as was suggested.

Signed, a VERY critical enthusiast.

[Jadey]

Originally Posted by jeffw_00

I suppose someone might look at it that way. I felt it was a cry for help and a warning to others. It's the latter that I suspect some might be uncomfortable with 8-}

I guess the problem with "enthusiasts" is they don't want to know from people who have bad experiences. 8-}

This has nothing to do with it. I am an enthusiast, and a BES Administrator, and have a direct support contract with RIM. I have moaned on plenty of occasions when I have found their support lacking. I have also priased them when they have gone above and beyond the call of duty to get something fixed.

REGARDLESS of all that, as a mod, I am saying that rants (against RIM or anyone else, justified or not) belong in the Rants and Raves section.

I am not disagreeing with you, or saying your experience with RIM was unusual. But this is the right area for your post. End of discussion on that

[Dawg]

Originally Posted by jeffw_00

after how long? Even within 30 days all MY VZW store would do is give me a refurbished one.

Mine was maybe 15 days old. I dont care if its a refurb or not as long as it works. Whos to say the very first one they gave you wasnt a refurb? I have always carried refurbs and had no issues with them.

[jeffw_00]

Jadey: whatever, your forum.
NJBlackberry: As I said before, I will try the O/S upgrade tonight. However, wouldn't you think that if that was the solution, the rep would have given me that answer rather than the one he gave me?

I've also dropped a note to VW through their Email support (so I could document the entire problem and refer them to the RIM Case). I doubt they'll do anything, but I feel I should satisfy everyone's requirements here and then perhaps I can prove that RIM & VW are hosing a customer.

cheers!
/j

[NJBlackBerry]

I am sure the reps do not know every problem that is fixed in each release. The release notes - on the rare occasion that we get to see them - are extremely complicated and very long. I think it would be difficult to correlate all of the fixes and known issues with your problem.

Give the latest OS (even if Verizon has not released it) a shot later. It may help!

[jeffw_00]

Originally Posted by Dawg

Mine was maybe 15 days old. I dont care if its a refurb or not as long as it works. Whos to say the very first one they gave you wasnt a refurb? I have always carried refurbs and had no issues with them.

Well, I had told them I'd be ok with the HW if they had any idea that it could be a HW problem (otherwise it would be a pain to transfer to the new HW and I'd be no better) and then they kicked me to RIM who, after 2 months, decided it's a SW issue which they will fix when they feel like it. I suppose i could still push for a HW swap but I'm not feeling that it will improve things, is there any evidence to suggest that it will?

What peeves me is that RIM had me jumping through hoops for 2 months and then said "we know what the problem is, but we won't fix it anytime soon, live with it". That just seems wrong.

I understand that the moderators don't feel this is the right place to inform others of what happened (I think their articulate response was "Boo Hoo"), but if it's happening to me, perhaps it's happening to others and at least what I can do is validate their frustration & let them know they're not alone.

/j

[NJBlackBerry]

I am not a moderator. I was giving you my personal opinion, which is my right.

Update the OS and then come back. Until then, it is a rehash.

[jeffw_00]

NJB - that's fine. However, FYI- your description next to all your posts says Moderator.

[Jadey]

Originally Posted by jeffw_00

I understand that the moderators don't feel this is the right place to inform others of what happened (I think their articulate response was "Boo Hoo"), but if it's happening to me, perhaps it's happening to others and at least what I can do is validate their frustration & let them know they're not alone.

Clearly you do NOT understand. jeffw_00, I am trying to be straight with you here, on no other point than where this post belongs.

The comment you refer to was made by a retired Moderator. Please check the user title, before you use non-mod posts to determine what the mods think.
And on THAT point, I (as an active Mod) have already told you that I am NOT disagreeing with you regarding support from RIM.
But (as already stated) BBF has subforums, to keep things organised. Your post is a rant - whether or not you are perfectly entitled to rant or not is neither here nor there. Rants, of any kind, go into this forum.

Moving your post here is not a criticism of you, or a furtive attempt to hide any negative comments about RIM - I have made enough myself in the past - your post has simply been moved here because this is where it belongs.

And, to be honest, your post will be seen more here than in General. The amount of threads per day in General means your post would be off the end of the page in a day or so, and very few people scroll through pages of "BlackBerry General" stuff looking for posts about whether RIM support customers well. Your post will be more visible here than buried in General.

[jsconyers]

Retired Moderator...

[juwaack68]

And here I thought I wasn't going to have any fun today.

[Jadey]

Originally Posted by juwaack68

And here I thought I wasn't going to have any fun today.

Maybe I should retire, then this might be fun

[NJBlackBerry]

Damn, I thought I was going to be the only Retired moderator on this thread.

Jeffw - BlackBerry - Support & Services is a RIM supported forum. Perhaps you will be more comfortable there. Or Pinstack.com

[juwaack68]

Don't sweat it. You'll drive yourself mad.

To the OP: This forum is NOT affiliated with RIM at all. Period. If you wish to complain to them, feel free to go here: BlackBerry Support Community Forums - BlackBerry Support Community Forums - BlackBerry Support Community Forums

And good luck with that, too.

[juwaack68]

Originally Posted by NJBlackBerry

Or Pinstack.com

Even better!

[NJBlackBerry]

Originally Posted by juwaack68

Don't sweat it. You'll drive yourself mad.

TOO LATE!

[Jadey]

Are you calling me mad, NJ? Or juwaack? Or yourself?

(I notice a theme here)

[NJBlackBerry]

Juwaack - he's been that way for a while

[Jadey]

Oooh juwaack - NJ said you're mad AND a man.

Retired-Moderator FIGHT! GO!

(Just kidding )

[dc/dc]

I love kittehs!!!11!

[juwaack68]

Originally Posted by Jadey

Oooh juwaack - NJ said you're mad AND a man.

Retired-Moderator FIGHT! GO!

(Just kidding )

She's just jealous.

[NJBlackBerry]

You're just upset because WE have a new young quarterback and you have Aaron Rogers!

[juwaack68]

It's still hockey season. I can't be bothered with football season yet.

Who's Aaron Rogers?

[NJBlackBerry]

What's a hockey?

[dc/dc]

Originally Posted by NJBlackBerry

What's a hockey?

I think it is a small fish.

[Dawg]

Originally Posted by NJBlackBerry

What's a hockey?

Thats what I do in the morning when I am clearing my throat due to my sinuses.

[bdizzlefizzle]

Wow, this stayed on topic. ;) You guys crack me up.

I would personally be shocked if a RIM tech support person told you to upgrade your software. There's a good chance they have an agreement with VZW (not VW, as you say...Volkswagen has nothing to do with RIM) and other carriers not to push software updates to users. The process isn't for the faint of heart/average user, and it can be used to circumvent the restrictions carriers put on phones (like being stuck with GPS software you have to pay the carrier for vs using BBMaps for free).

Upgrade the software, report back to us, and let us know how it's going. You'd be helping us all if you did that.

kthanxbai