10-25-2012 02:53 AM - last edited on 11-16-2012 06:27 PM by dany_s
FOR YOUR REFERENCE
Ms. Kavita (This I have filed on consumer forum of govt of India)
I had purchased Blackberry 9900 handset worth 32,000 in October 2011 which comes with 1.5 yr warranty. In October 2012, I started facing problems with respect to keypad/trackpad which was very annoying hence I visited Redington BB service centre on 13th October 2012. They made me wait for 2 hours for my turn to show handset & told me that it will take 7 working days to get your handset repaired as its hardware problem. When I demanded standby handset, I have been declined for the same. I waited for 7 days and then I tried calling them atleast 100 times everyday but no one bothered to pick phone. Once it was picked up by Ms Kavita Mistry who talked rudely and mentioned me that call after 2 days and she cant confirm me anything now. When I mentioned that will I get call from your end once matter is resolved so she declined for the same and mentioned that please followup. Again when I tried after 2 days, no one picked call after 50 more trials. Phone rings but no one picks. When I spoke with her on 25th Oct 2012, Kavita mentions two more days but she cant confirm status and status is "UNDER PROCESS". I wanted to know confirmed date and exact problem in handset which was not told to me till date. She declined continuously when I insisted for the same and told me to speak with Mr. Madhukar (Manager). I dont understand why such rude behaviour and why there is no courtesy shown to customer to know status of his own handset after it is held with Service centre for more than 13 days.
If someone is listening this complaint then please get this resolved as these idiots will not give handset even after two days.
Work order No - *
Mobile - *
Kavita Mistry - *
I am Banker working in Axis Bank and need my handset everyday which will ensure that my work is not affected. Now from last 13 days, without blackberry (or no standby blackberry) I am not able to access mails.
This has resulted in loss of convenience and important mails leading to financial, emotional problems.
I want my handset to be returned immediately with proper repairing and if not returned within next 2 days then I want complete replacement of my handset.
I want new handset if Blackberry is not able to repair my handset even after 13 days.
Your complaint has been filed on Date: 25 Oct 2012
Please note down your complaint ID: * for further assistance.
[removed all personal information]
11-16-2012 04:50 PM
Hi and Welcome to the Community...apologies for the delayed reply...hopefully you already got this resolved, but just in case!
Please understand that this site is a user-to-user community of volunteers...it is not a channel for ANY formal communications with, support from, nor escalation to RIM. Further, as a user-to-user community, no one here can answer your question with any level of authority whatsoever. RIM provides zero front line support to end users, including warranty...all support starts with the carriers, authorized resellers, and authorized service centers, all who can escalate cases into RIM at no charge to the end user.
So, your escalation path is not here, in these forums. Rather, it is through your existing channels...even if they may have a poor reputation. You have no free path by which to bypass them.
There is something called incident support, but it costs to just ask the initial question, since you are bypassing the contract you signed upon purchase. If you wish to investigate that, you can review it here:
There also might be some good reading here: