First things first.. Who did she buy it from on EBAY? I just had a user buy a New In Box Pearl from Ebay. Had the same issues. Come to find out said blackberry was not NIB, and had been registered or tried to be registered with RIM for 20 people. Call RIM and have them check the PIN. More than likely the PIN is blocked because the device was at one point reported stolen.
Tell your users if they are trying to buy any device from Ebay to get the Pin from the seller and call Blackberry. They will tell you if it is available to be put on the BES. I think we should still lobby RIM to put a Pin check tool on their tech website. That would save us ALL alot of heartache. I worked on my users device for 8 hours back and forth with AT&T before they were able to find that the PIN had been blocked. Oh and there is no way to unblock the Pin once it has been blocked.
Good luck!
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