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BlackBerry® Curve™

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New Contributor
readybreaker
Posts: 2
Registered: ‎02-19-2013
My Device: blackberry curve 9320

My phone is falling apart

Everything is going wrong with my phone, I have been trying to find a contact number but can't find one. I then went on to try and send an email to tech support but I have no idea what a 'partner code' or 'case ID' is. I think Blackberry make it extreamly difficult to help with any issues, I desperatly need to speak to someone about all the issues I am having, please can somebody respond to me ASAP so I can get this sorted?? Thanks.
Hall of Famer II
sdgardne
Posts: 48,784
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: My phone is falling apart

[ Edited ]

Hi and Welcome to the Community!

The reason it's so difficult to get support directly from BlackBerry is because it is contractually forbidden. ALL end user support stars with the mobile service provider, an authorized service center, or the original place of purchase (depending on the actual issue as well as your region in the world). BlackBerry contractually cannot provide any front line support for anything...and all parties (including the end user) are bound by that contractual arrangement.

So, check your original documentation and see what your support terms and methods are. Such should have been provided to you when you purchased your device as well as when you subscribed for your services. If the issue is device related, the support channel is normally the original place of purchase or an authorized service center. If the issue is service related, the support channel is normally the mobile service provider.

But, again, the end user has no free direct channel for any support direct from BlackBerry for anything whatsoever. That's why it is so hard for you to obtain what you desire...because it does not exist. Rather, your front line support entity has the ability to escalate your case into BlackBerry if that is necessary...but your front line support entity is responsible for all of your front line support.

Good luck!


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.
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New Contributor
readybreaker
Posts: 2
Registered: ‎02-19-2013
My Device: blackberry curve 9320

Re: My phone is falling apart

Thank-you! Have managed to find a number so will give that a try tomorrow. I got my phone from amazon, we phoned the provider who told us to get in contact with Blackberry..which is why this is very frustrating!! Haha but thank-you very much for the reply :smileyhappy:
Hall of Famer II
sdgardne
Posts: 48,784
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: My phone is falling apart

It may actually be, given your purchase situation, that you have neither warranty nor any formal support for your BB. Given your purchase method, your device-level warranty and formal support would come from the seller to you...still not direct from BlackBerry. If your issue is service related, then your carrier would be your support channel.

But, from what you say, it sounds like you have a device-level issue (since your service provider would not help). But still, BlackBerry provides no front line support to any end users...well, not for free. It may be that they provided you with a number that is the Incident Support number...and that channel requires payment to BlackBerry just to start the process and ask the first question.

Anyway, you seem to have what you desire...so good luck with that!

Cheers!

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