Welcome!

Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

inside custom component

BlackBerry® Curve™

Reply
Visitor
jo69
Posts: 1
Registered: ‎08-06-2013
My Device: curve 9380
My Carrier: orange

16 month old 9380 absolutely dead?

Hi, new to forums so bear with me!
 
I have had the phone 16 months, and fine until this morning, then absolutely no power no red LED light, nothing! as far as i can tell, the phone has a 12 month warranty, 
Since this has happened , I have spent the morning, trying different chargers (no good) , gone to the store to check the battery (not faulty), downloaded the software to reboot the phone (won't connect) and have since been told by Orange - my network provider - 'phone is broken, out of warranty, tough , please pay £155 to get out of the contract and we will be happy to sell you a new contract.' I then went to Phones4u (bought the phone off them) who gave me Blackberry's customer support number as they felt it was an unusual fault and they couldn't explain it - having called Blackberry I was informed that it's Orange who have to escalate the complaint and as we have established Orange has no interest in talking to me about it.
Any ideas where to go next please?
 
Thanks for your help,
 
Jo69 
Please use plain text.
Hall of Famer II
sdgardne
Posts: 46,945
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 16 month old 9380 absolutely dead?

Hi and Welcome to the Community!

 

You may have done these already...but please bear with me...

Please try this sequence...note that, throughout the entire 4h15m process, your BB must remain connected to a known-good wall charger (not PC USB):

  1. With the battery inside, connect your BB to the wall charger
  2. Leave it alone for 2 hours, no matter what the LED or the display does
  3. Remove the battery
  4. Wait 15 minutes
  5. Insert the battery
  6. Wait another 2 hours, no matter what the LED or the display does

This has been known to "kick start" some BBs.



It is also possible that your battery or BB has experienced a problem...to test, this sequence is needed:

  1. Obtain an known good and already fully charged additional battery...use it in your BB and see what happens
  2. Obtain access to a known good and identical BB...use your battery in it and see what happens

The results of this will indicate if it's your BB or your battery that has the problem.

 


 

If it turns out to be your BB, then one of these tricks might be useful:


 

Now, as to your support challenge. No one here can tell you what your warranty is...that's a contractual matter between you and the seller to you. Whatever that contract states dictates what contractually can be done. If you want to get some help that is beyond what the contract states, then you have to try really hard and be very willing to accept defeat.

 

As to the runaround you've gotten...I do hate that. But here's the deal. All of your service-related support starts with your carrier -- Orange. But, support for all of your device-related issues starts with the seller to you of the device. Contractually, this is how it works. When those are two different entities (e.g., you bought it at a shop, and separately subscribed to services from a carrier), then they very often wind up blaming each other, leaving the end user in a bit of a lurch. In some regions, front line support is outsourced from those entities to another party -- service centers and such. I don't know how it works for you, but your actual original purchase contract should state exactly what your warranty terms are as well as how to use it.

 

If you find that you indeed are out of warranty, then you would be seeking something special. Given your description, it sounds device-related...which means that Orange is NOT in the mix for support. Rather, your device seller and/or an entity to which they have contracted for your support is how to get it escalated to BlackBerry. If they are willing to do so (and that's a pretty big IF if you do happen to be out of warranty), then they have access to a formal escalation (to BlackBerry) channel that they can use. But they must do so before you try to talk to BlackBerry alone...without the proper reference numbers, BlackBerry must (contractually) deny you right at the start.


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:

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.