08-07-2013 06:25 AM
I have had my Bold 9790 less than a year and have had 3 handsets already due to the handset lock button keep breaking and then I'm unable to unlock the device. I've since been told this is a discontinued model and it can only be sent away. I brought this phone in good faith and use it daily for my work but to keep having it go off for repair is totally ridiculous. Has anyone else had this trouble with this model? I'm very unhappy with the service im getting at the moment!!
08-07-2013 04:23 PM
Hi and Welcome to the Community!
While I've not had your issue, I have some recollection of other posts here that indicate similar issues for others. But from that it's impossible to know if there is anything systemic at play or not.
In any event, you should be carefully reviewing your actual device purchase contract for your specific warranty terms and conditions. That is what will determine if the service level you are so far receiving is in accordance with your contract, which is the minimum that must be provided. If such is not being provided, then you definitely have cause to insist that your contract be upheld...but you do that with the entity you already are dealing with. To go above and beyond that, you need to escalate and reach a "sympathetic ear" who will be willing to do more than your contract stipulates.