BlackBerry Forums Support Community

flstf · 04-05-2010, 02:42 PM

Have a new Bold 9700 (2mths old). I have blackberry world apps installed. There was an upgrade avilable so like a dumbend I downloaded the upgrade and when it asked if I would like to reboot, again like a dumba I selected yes. It proceeds to start rebooting only to get half way and then start all over again. The progress bar progresses approx half way and then the screen flashes and it tries to reboot all over again. Removed the battery for 20 sec or so and tried again. Still the same thing, have left it trying to reboot for over an hr. same thing. It just keep trying to reboot itself.

Called ATT they want to replace the phone. Fine, the only problem is that since the phone will not boot up I cannot get my contacts from the phone and the local att store does not have the capability of doing it remotely. On top of that I get a refurbished phone.

Att suggested calling blackberry for a possible fix. So I call blackberry and they tell me that I have to pay $49.00 for the support and they can't gurantee that they can fix it. Won't even talk to me about it. Blackberry app, blackberry phone, still under warranty and they will not help me resolve the issue... What kind of customer support is that? Not very good and if ATT would let me (without spending an arm and a leg) I would go with an iphone or something all together different.

Sad that a company will not stand behind their products. Leave it to the carrier to deal with their customers.

NJBlackBerry · 04-05-2010, 02:46 PM

Just wondering - did you buy the phone from AT&T or RIM directly?

jsconyers · 04-05-2010, 02:46 PM

That is the way it works. AT&T should have contacted RIM from their end as they have a support agreement with them. They need to escalate the issue to RIM, not have you do it.

You went about things the right way. Your AT&T rep didn't follow proper procedure.

Also, this is the reason you should back up your data frequently. You had the device for 2 months, that is plenty of time to create a few backups. That is the real lesson to be learned here.

flstf · 04-05-2010, 03:17 PM

Quote:

Originally Posted by jsconyers

That is the way it works. AT&T should have contacted RIM from their end as they have a support agreement with them. They need to escalate the issue to RIM, not have you do it.

You went about things the right way. Your AT&T rep didn't follow proper procedure.

Also, this is the reason you should back up your data frequently. You had the device for 2 months, that is plenty of time to create a few backups. That is the real lesson to be learned here.

ATT rep indicated to me that for software issues that I am experiencing they are instructed to simply replace the phone. Blackberry rep told me the same thing because I asked her if there was anyway the two of them could get together to try and resolve the problem.

Won't the new phone have a different pin#? Can you restore a backup file to a phone with a different Pin?

jsconyers · 04-05-2010, 03:21 PM

Yes, you can restore the backup file to a different PIN, different model (i.e. Curve to a Bold, etc).

jsconyers · 04-05-2010, 03:22 PM

If you feel like you have the time or patience to fix this yourself, I'd say it's worth a shot.

What to do next if Jl Cmder will not connect and wipe - BlackBerryFAQ

JSanders · 04-05-2010, 03:42 PM

Quote:

Originally Posted by flstf

What kind of customer support is that? Not very good and if ATT would let me (without spending an arm and a leg) I would go with an iphone or something all together different.

It is working as designed... however ATT didn't get it right. Complain to them.

aiharkness · 04-05-2010, 05:32 PM

Wirelessly posted

Ditto on wiping and reinstalling the OS. If you are not intimidated, flstf, and if you are the patient type, it's easy enough to do.

wabbit · 04-05-2010, 07:06 PM

i'm pretty sure, blackberry supports there customers which are the carriers, then the carriers resell the devices to customers as the carrier brand. hence the logo's