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Old 05-12-2009, 12:55 PM   #21 (permalink)
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Makes sense. On the other hand, won't I run the risk of inheriting more annoying issues if I swap the unit (since I believe I will get a re-furbished one). also - if they don't do an advance swap, I could be without it for a couple of weeks. Point is, unhappy as I am with RIM, I'm inclined to cut my losses....
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Old 05-12-2009, 12:58 PM   #22 (permalink)
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They will send you the device, you will have your current device and the new device at the same time. When you receive the new device, then you have 10 days to send the other (broken) device back.

Yes, you could potentially inherit other issues. I believe the put the devices through tests before deploying them.
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Old 05-12-2009, 01:12 PM   #23 (permalink)
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i'll look into it (sigh). I wonder if it will be hard to convince VZW to swap HW after BB branded it a SW issue?
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Old 05-12-2009, 01:14 PM   #24 (permalink)
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Quote:
Originally Posted by jeffw_00 View Post
You guys pushed me hard to do the upgrade in the hope that that would fix it. I got that, even BB support said it was a SW issue (to be addressed in a future release). so how will replacing the HW help me? It's a hassle, and with a refurbished unit I could inherit other issues. Do you have any experience in this forum to suggest that a HW replacement will solve this after BB says it's a SW issue?

/j
I (as others here) support several hundred devices at the jobs we work at (I'm a BES Admin). You've done the same steps that I would have done so far to try to eliminate the problem - first upgrade the OS and then replace the hardware.
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Old 05-12-2009, 01:17 PM   #25 (permalink)
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Quote:
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i'll look into it (sigh). I wonder if it will be hard to convince VZW to swap HW after BB branded it a SW issue?
I see you are back. Very good.
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Old 05-12-2009, 04:20 PM   #26 (permalink)
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I have been with verizon for many years now swap the device you will be happy. I have had many refurbs from them and I have never inherited any other issues.
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Old 05-13-2009, 08:46 AM   #27 (permalink)
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ok - i'll contact them later this week.

I think I made the connection though - I think that I always have problems the first time I turn the unit on, AFTER I CHARGE IT......

/j
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Old 05-13-2009, 12:29 PM   #28 (permalink)
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That's curious. Does the problem ever occur if you charge it while the unit is still on? If you like to turn it off so you're not bothered while you sleep, try quiet mode.
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Old 05-13-2009, 12:40 PM   #29 (permalink)
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charging it while on doesn't make any difference.

maybe it's an uncommon problem because most people leave it on all the time?
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Old 05-13-2009, 01:08 PM   #30 (permalink)
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FYI, I have had several refurbished BBs from several networks and have never had any issues with them.
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Old 05-13-2009, 01:21 PM   #31 (permalink)
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thx ok
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Old 05-13-2009, 01:31 PM   #32 (permalink)
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Refurbs are less likely to be faulty. A new unit is manufactured and boxed. A refurb is fixed and tested to make sure the problem is no longer there.
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Old 05-15-2009, 10:52 AM   #33 (permalink)
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ok, I ordered a refurb. they wanted to start me over at the beginning of the debug process but I was able to convince them that that would be creating an infinite loop.

BTW - never tell VZW that you've upgraded your firmware past what's on their site. I know you guys recommended it strongly as a probable fix, but they consider it "voiding the warranty'. Luckily I was able to dance my way out of it.

/j
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Old 05-15-2009, 12:06 PM   #34 (permalink)
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True, that is not generally a good idea. If you do go beyond their officially supported release, and have a need to return/swap the device, the recommendation is that you downgrade to the OS that they do support, prior to sending/returning.
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Old 05-15-2009, 12:19 PM   #35 (permalink)
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ouch - she didn't mention that, but sounds like a good idea. I want to 'wipe' the unit I send in anyway (any good instructions for that?) but it sounds like i should load the OLD O/S as well
/j
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Old 05-15-2009, 12:22 PM   #36 (permalink)
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BB is easy enough to wipe. If it has a password, get it wrong enough times that the BB wipes.
If no password, go to OPTIONS > SECURITY > GENERAL OPTIONS > Call up menu and select "Wipe Handheld"

A more thorough way to do it is to download and install jl_cmder (lots of links on this site, let me know if you need one) and hook up BB and use the "Reset to Factory" option - this will wipe everything INCLUDING any IT Policy (if you were on a BES at any point).
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Old 05-26-2009, 09:18 AM   #37 (permalink)
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ok - I got the new HW last week, and did the swap on Friday. Went pretty smoothly (though I had to call Cust. Support to get my Service Books downloaded). I set it up for scheduled on/off over the weekend since that seemed to make the problem happen more frequently. So far, so good. Whenever the BB comes on, mobile service is active.

However, my subsidiary problem (which I thought was related to my main one) is still there: Sometimes when the BB turns on, -data- service isn't alive. So no email, no browsing. a CAP-ALT-DEL fixes it. This is less serious since it doesn't hurt me if I don't "know" that I don't have data service - first time I check my email and there isn't any (or browse and can't) it's easy enough to reset the device.

Pity, though, that BB has such basic problems. I had higher hopes.

Will keep watching for another week before I return the old one...

/j
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Old 05-26-2009, 02:18 PM   #38 (permalink)
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Quote:
Originally Posted by jeffw_00 View Post
ok - I got the new HW last week, and did the swap on Friday. Went pretty smoothly (though I had to call Cust. Support to get my Service Books downloaded). I set it up for scheduled on/off over the weekend since that seemed to make the problem happen more frequently. So far, so good. Whenever the BB comes on, mobile service is active.

However, my subsidiary problem (which I thought was related to my main one) is still there: Sometimes when the BB turns on, -data- service isn't alive. So no email, no browsing. a CAP-ALT-DEL fixes it. This is less serious since it doesn't hurt me if I don't "know" that I don't have data service - first time I check my email and there isn't any (or browse and can't) it's easy enough to reset the device.

Pity, though, that BB has such basic problems. I had higher hopes.

Will keep watching for another week before I return the old one...

/j
Correction. Your BB. I've never had such problems through three models.
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Old 05-26-2009, 02:20 PM   #39 (permalink)
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Actually, if you want to be precise, what I meant was that it's a pity that SOME BBs have such basic problems. Glad to hear you're one of the lucky ones
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Old 05-26-2009, 05:11 PM   #40 (permalink)
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Quote:
Originally Posted by jeffw_00 View Post
Makes sense. On the other hand, won't I run the risk of inheriting more annoying issues if I swap the unit (since I believe I will get a re-furbished one). also - if they don't do an advance swap, I could be without it for a couple of weeks. Point is, unhappy as I am with RIM, I'm inclined to cut my losses....
re-furbs is not the end of the world.

I can understand you not wanting a refurb if you had it only for a few weeks.

But the odds of something going wrong on a device is slim...(someone post up some percentage facts).

So the odds of something going wrong with a re-furb device (a device that had a problem, and was fixed and then made to look brand new) is even slimmer.
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