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lreypei
Posts: 1
Registered: ‎08-18-2012
My Device: Bold 9790
My Carrier: Movistar
Accepted Solution

Technical Service Spain - Repair Needed

Hello,
I bought a device via a web vendor (Expansys), after 8 months, the device starts rebooting randomly, when open the Maps (GPS), when shooting with flash. Has all the symptoms to a power problem. I changed the battery with the same result. Also after every reboot the battery changed from 90% to 20% and in the next reboot get back to 90%. Tried all the firmwares, wiped the device and no solution found.
Please I need advice to get the device to the technical service. RIM said that the warranty is 1 year. Expansys don´t take the phone after the first 18 days. Then said that I have to contact RIM, but RIM doesn't have technical service to particulars.
I love my device, BlackBerry Bold 9790.

Please help.

Luis.

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Hall of Famer II
sdgardne
Posts: 47,011
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Technical Service Spain - Repair Needed

Hi and Welcome to the Community!

Oh...I fear you are in a most difficult situation. You see, 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 support path is not from RIM, unless you happen to be in an area with authorized service centers and your warranty provisions are such that you can use those. But, your place of purchase should be able to tell you exactly how to use your warranty...so rather than letting them get away with telling you to "contact RIM", you should next press them for instructions as to exactly how. As your reseller, they are responsible for providing you clear instructions as to what your warranty provisions are as well as how to use them. Hopefully they are an authorized reseller...otherwise, you might be left in a situation with no warranty at all.

 

In any event, you have no free path by which to bypass whatever your formal warranty and support channel is. 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:

But, all in all, from your description, I would advice you to pressure the seller to provide you with clear and exact documentation as to exactly what warranty coverage you have and exactly how you are supposed to use it.

Good luck!


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