07-28-2013 02:13 PM
07-28-2013 02:35 PM
Hi and Welcome to the Community!
As a user-to-user community, no one here can answer your question with any level of authority whatsoever. BlackBerry 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 BlackBerry at no charge to the end user. Further, this site us a user-to-user community, not a formal channel for any communications with BlackBerry.
So, your escalation path is not here, in these forums. Rather, it is through your place of purchase...100% of your contractual relationship is between you and the dealer. When you purchased, you should have received documentation about your specific service and warranty terms, methods, and requirements. It is that documentation that will govern your situation...not what the person may have told you. If the documentation requires you to go to the Service Center, then that is the method of support you agreed to via your purchase contract -- but, no one here is party to that, so no one here can tell you what that actually says.
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:
What you should be doing is escalating with the dealer to their management levels. You may have to find their corporate offices and seek out the higher management. You may want to consider seeking out your local governmental/consumer protection agencies. There are reports from time to time that folks just threatening (gently) such action to an unhelpful dealer can change their situation.