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BlackBerry® Q10

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New Contributor
torontobbq10
Posts: 6
Registered: ‎11-02-2013
My Device: Q10

Q10 Physical Damage

Have had the Blackberry Q10 for about six months now, and love the performance but am disappointed with the durability.

 

Roughly three months into using it, the video screen developed an internal crack seemingly spontaneously and was deemed to be physical damage. I was told at that time that I should not put this phone in my shirt pocket, as that is likely what caused the problem. At that time, I settled this with my retailer and after a slew of fees was given a refurbished device.

 

Now, literally picking the phone off of my kitchen counter, a key has fallen off the keyboard. The phone was not dropped or stepped on or submerged in water, spontaneously just like before. I spoke with the retailer that has informed me this will once again be deemed physical damage and another mountain of fees will result, just to get a refurbished device.

 

As a long-time Blackberry (Smartphone & Playbook) user and owner of many of their accessories - including screen guards and rigid cases that I use on my current device for it's protection - I have never been so disappointed. I refuse to accept that such an expensive device should be so fragile, as I am very gentle with my electronic devices.

 

I am hoping to discuss this further with a representative at Blackberry.

Many thanks.

JSanders
Posts: 86,446
Likes: 23,181
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Q10 Physical Damage

Good luck.  Rogers is notoriously known for silly fees.

 

I don't see the Q10 as fragile. Mine get's put through a lot... still in great shape.




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New Contributor
torontobbq10
Posts: 6
Registered: ‎11-02-2013
My Device: Q10

Re: Q10 Physical Damage

Agreed, but my issue is not with my service provider - it is with the device.

It is extremely disappointing to have treated it so well (especially after the first issue), only to see it broken again.

JSanders
Posts: 86,446
Likes: 23,181
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Q10 Physical Damage

I'm guessing it is disappointing, I would be also.

 

Your warranty is serviced by the mobile provider and backed by BlackBerry, in most cases, unless you purchased the device from a third party seller.




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New Contributor
torontobbq10
Posts: 6
Registered: ‎11-02-2013
My Device: Q10

Re: Q10 Physical Damage

So, I am given to understand that Blackberry - struggling mightily and desperate to hold onto users - provides not customer support contact?
JSanders
Posts: 86,446
Likes: 23,181
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Q10 Physical Damage

Yes. You misunderstood that. They do.




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New Contributor
torontobbq10
Posts: 6
Registered: ‎11-02-2013
My Device: Q10

Re: Q10 Physical Damage

Can you let me know how I can contact BlackBerry for further information then? That is what I was looking for from the start.

Thanks
JSanders
Posts: 86,446
Likes: 23,181
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Q10 Physical Damage

How Formal Support Works




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New Contributor
torontobbq10
Posts: 6
Registered: ‎11-02-2013
My Device: Q10

Re: Q10 Physical Damage

I saw that earlier, thanks but was hoping for something a little less laughable. Guess I'm out of luck!

 

Cheers.

JSanders
Posts: 86,446
Likes: 23,181
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Q10 Physical Damage

Laughable?

 

Sounds pretty serious to me if your screens are breaking that easily.

Why would you so quickly refuse to go through the official support channel?




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